Job Summary
To provide a professional, efficient and friendly first point of contact for patients and visitors to the practice, ensuring excellent customer service both face-to-face and via telephone or electronic communication.
The post holder will support the smooth running of the reception and administrative functions of the practice by undertaking a wide range of reception and administrative duties. In addition, the post holder will provide a safe, effective and compassionate phlebotomy service during designated clinic sessions, working under the direction of the Lead Nurse.
The role requires flexibility to respond to changing workloads and priorities while maintaining high standards of patient care, confidentiality and professionalism.
Working Pattern
Reception / Medical Administration
- Tuesday: 1:00 pm – 6:30 pm
- Wednesday: 1:00 pm – 6:30 pm
- Thursday: 1:00 pm – 6:30 pm
- Friday: 1:00 pm – 6:30 pm
Phlebotomy Clinic
- Wednesday: 10:30 am – 12:30 pm
Reception & Medical Administration
Reception Duties
- Welcome patients and visitors in a professional, courteous and compassionate manner.
- Register patient arrivals and direct them appropriately.
- Answer incoming telephone calls promptly and deal with enquiries efficiently.
- Book, amend and cancel appointments using the clinical system.
- Process patient triage requests via Accurx.
- Support Pharmacy First referrals where appropriate.
- Assist patients requiring urgent appointments in accordance with practice protocols.
- Process repeat prescription requests received via telephone, email, online services or in person.
- Process new patient registrations and temporary registrations.
- Update patient demographic details accurately.
- Arrange home visit requests and ambulance transport where required.
- Receive and process patient specimens in accordance with practice procedures.
- Ensure specimens are labelled, stored and prepared safely for collection.
- Support clinicians during surgery sessions as required.
- Maintain confidentiality at all times.
Administrative Duties
The post holder will:
- Open and close reception systems in accordance with practice procedures.
- Operate and maintain EMIS, Docman, Accurx, Outlook and Microsoft Teams.
- Process clinical correspondence and workflow tasks.
- Maintain accurate electronic patient records.
- Retrieve and file patient records where required.
- Process app queries.
- Filter practice email inboxes.
- Manage recall lists including:
- QOF recalls
- Chronic disease monitoring
- Blood test recalls
- Vaccination recalls
- Process private work payments using the practice payment system.
- Process domiciliary visit requests.
- Summarise new patient records where trained.
- Liaise with pharmacies regarding prescriptions.
- Process care home repeat prescriptions.
- Ensure requests for patient information comply with UK GDPR, the Data Protection Act 2018 and Access to Health Records legislation.
- Assist with maintaining a tidy and safe reception and waiting area.
Phlebotomy Responsibilities
During the Wednesday morning clinic, the post holder will:
- Perform venepuncture on adult patients using approved techniques.
- Confirm patient identity before collecting samples.
- Obtain valid patient consent.
- Label specimens accurately.
- Complete all associated documentation.
- Prepare and package specimens for laboratory collection.
- Record procedures accurately within the clinical system.
- Recognise adverse reactions and respond appropriately.
- Escalate clinical concerns to the Lead Nurse or GP.
- Maintain patient dignity, privacy and comfort throughout the procedure.
- Support anxious or vulnerable patients.
Infection Prevention & Clinical Safety
The post holder will:
- Follow all infection prevention and control procedures.
- Maintain excellent hand hygiene.
- Use PPE appropriately.
- Dispose of sharps safely.
- Maintain a clean and safe clinical environment.
- Report clinical incidents and equipment faults promptly.
- Ensure all clinical equipment is maintained and cleaned appropriately.
General Responsibilities
The post holder will:
- Maintain confidentiality in accordance with UK GDPR and Practice policies.
- Attend mandatory and role-specific training.
- Participate in appraisal and personal development.
- Support colleagues across the practice.
- Assist with flu clinics and other enhanced service clinics where required.
- Attend staff meetings.
- Support induction of new staff.
- Assist with locking/unlocking the premises where required.
- Promote equality, diversity and inclusion.
- Follow safeguarding policies for adults and children.
- Comply with Health & Safety legislation and practice policies.
- Undertake any other reasonable duties consistent with the role.
Person Specification
Qualifications Essential
- GCSE (or equivalent) education.
- Good standard of English and Mathematics.
- Recognised Phlebotomy qualification or competency assessment or willingness to undertake further training.
Desirable
- AMSPAR Reception qualification.
- NVQ Level 2 (Health & Social Care or equivalent).
Experience
Essential
- Experience working with the general public.
- Administrative experience.
- Confident using computer systems.
- Excellent customer service skills.
Desirable
- Previous GP Practice experience.
- EMIS Web.
- Docman.
- Accurx.
- Previous venepuncture experience.
- Experience working within primary care.
Skills
Essential
- Excellent communication skills.
- Professional telephone manner.
- Good IT skills.
- Microsoft Office and Outlook.
- Strong organisational skills.
- Accurate data entry.
- Ability to prioritise workload.
- Ability to work independently and as part of a multidisciplinary team.
- Excellent patient care skills.
Desirable
- Knowledge of clinical systems.
- Knowledge of NHS primary care processes.
Personal Qualities
The successful candidate will demonstrate:
- Professionalism.
- Compassion and empathy.
- Flexibility.
- Reliability.
- Integrity.
- Calmness under pressure.
- Positive attitude.
- Strong team-working skills.
- Commitment to continuous learning.
- Ability to work in a busy and changing environment.
Other Requirements
Essential
- Enhanced DBS clearance.
- Flexibility to provide occasional additional cover where required.
- Ability to maintain strict confidentiality.
Pay: From £12.71 per hour
Benefits:
- Free parking
- On-site parking
Work Location: In person
