Job Purpose
To provide a professional, efficient and courteous reception and administrative service to patients, visitors and healthcare professionals. The post holder will be the first point of contact for the Practice and will contribute to delivering high-quality patient care by ensuring the smooth running of reception and administrative functions whilst maintaining patient confidentiality at all times.
Main Duties and Responsibilities
Reception Duties
- Welcome patients and visitors in a friendly, professional and respectful manner.
- Answer incoming telephone calls promptly and deal with enquiries appropriately.
- Signpost patients to the most appropriate clinician or service in accordance with Practice protocols.
- Book, amend and cancel appointments using the Practice clinical system.
- Register new patients and process patient registrations in line with NHS Wales guidance.
- Verify patient demographic information and update records where necessary.
- Process patient arrivals and departures.
- Deal sensitively with patient concerns and direct complaints appropriately.
- Receive and distribute messages accurately to clinicians and colleagues.
- Maintain an orderly, welcoming and safe reception area.
Administrative Duties
- Process incoming and outgoing correspondence.
- Scan and attach documents to patient records.
- File, retrieve and archive records as required.
- Process repeat prescription requests in accordance with Practice procedures.
- Assist with referral administration where appropriate.
- Support recalls and chronic disease management programmes.
- Prepare and distribute patient correspondence.
- Process insurance reports, medical records requests and other administrative tasks within agreed timescales.
- Assist with clinical coding and data quality activities where trained.
- Maintain accurate electronic records using the Practice clinical system (EMIS Web).
Patient Services
- Promote and support the use of NHS Wales digital services, including the NHS Wales App.
- Assist patients with online registration and digital access where appropriate.
- Provide information regarding Practice services and local NHS services.
- Signpost patients to community pharmacies, NHS 111 Wales and other healthcare providers where appropriate.
Communication
- Communicate effectively with patients, carers, colleagues and external organisations.
- Liaise with hospitals, community services, pharmacies and other healthcare providers.
- Maintain professionalism when dealing with sensitive or difficult situations.
Confidentiality
The post holder must:
- Maintain strict confidentiality regarding patient, staff and Practice information.
- Comply with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and Practice confidentiality policies.
- Only access patient information necessary to perform their duties.
Information Governance
The post holder will:
- Complete mandatory Information Governance training.
- Follow all Practice information security procedures.
- Report any actual or suspected data breaches immediately.
Health and Safety
The post holder is responsible for:
- Working safely and complying with Practice Health and Safety policies.
- Reporting accidents, incidents, hazards and near misses.
- Participating in fire safety procedures and emergency evacuation where required.
- Maintaining a safe working environment for patients, visitors and staff.
Safeguarding
The post holder must:
- Complete mandatory safeguarding training.
- Be aware of safeguarding responsibilities for children and adults.
- Report safeguarding concerns in accordance with Practice policies.
Equality, Diversity and Inclusion
The Practice is committed to promoting equality of opportunity and eliminating discrimination. The post holder will treat all patients, visitors and colleagues with dignity, fairness and respect.
Professional Development
The post holder will:
- Participate in annual appraisal.
- Complete mandatory training.
- Undertake continuing professional development appropriate to the role.
- Attend Practice meetings and training sessions as required.
General Responsibilities
The post holder will:
- Work flexibly to meet the needs of the Practice.
- Support colleagues during periods of absence or increased workload.
- Undertake any other reasonable duties appropriate to the grade of the post.
- Contribute to continuous quality improvement within the Practice.
- Maintain a professional appearance and behaviour at all times.
Person SpecificationEssentialQualifications
- Good standard of general education (GCSE or equivalent in English and Mathematics).
- Good IT skills.
Experience
- Customer service experience.
- Administrative experience.
- Experience working with computerised systems.
Knowledge
- Excellent communication skills.
- Good organisational skills.
- Ability to work under pressure.
- Ability to prioritise competing demands.
- Understanding of confidentiality.
- Good keyboard and data entry skills.
Personal Attributes
- Professional and courteous.
- Empathetic and patient focused.
- Reliable and punctual.
- Flexible and adaptable.
- Team player.
- Calm under pressure.
- Good attention to detail.
Desirable
- Previous experience in General Practice or NHS primary care.
- Experience using EMIS Web.
- Knowledge of NHS Wales services.
- Experience in medical terminology.
- Experience in appointment management and patient navigation.
- Welsh language skills (desirable in accordance with the Welsh Language Standards).
Pay: From £12.75 per hour
Benefits:
Work Location: In person
