Golden Valley Practice
JOB DESCRIPTION
JOB TITLE: TELEPHONIST/RECEPTIONIST
REPORTS TO: ASSISTANT PRACTICE MANAGER /PRACTICE MANAGER
SALARY SCALE: £12.96 per hour
HOURS: 29 per week
Job overview
A vacancy has arisen for a part time Telephonist/Receptionist within our friendly, rural Dispensing Practice. We are looking for an enthusiastic, motivated and hard working individual to join our team.
The post is 29 hrs per week
Monday 8am - 1pm Ewyas Harold Surgery
Wednesday 8am - 1pm Peterchurch Surgery
Thursday 8am - 6pm Ewyas Harold Surgery
Friday 8am - 6pm Peterchurch Surgery
You will need to be flexible as the role is based across our two surgeries, you will also be required to cover holidays/sickness where possible.
The work is varied, challenging and rewarding. If you are a person who strives to be the best they can be, and want to be part of a like minded team, then this job may be for you.
Main duties of the job
You will be the first point of contact for patients and visitors and undertake a variety of reception and telephonist duties in accordance with practice protocols. Providing a friendly and efficient service for all our patients and effective support to our Doctors and other members of the team.
You should have excellent communication skills and a 'can-do' attitude. You must be computer literate, and attention to detail will be important to you. You will be organised and have a flexible approach to working.
About us
Golden Valley Surgery is a friendly rural practice, caring for approx. 6000 patients, situated 10 miles out of Hereford in Ewyas Harold, we also have a branch surgery in Peterchurch, therefore a driving licence and access to a vehicle is essential. We also dispense medication to our patients from our two sites.
We have a strong and active Patient Participation Group who are very supportive of the Practice and offer feedback and suggestions about our services.
The surgery uses EMIS Web and although experience of this would be an advantage, training will be given.
We pride ourselves on giving a high standard of patient care, with a positive attitude, and work hard to keep our good CQC rating.
The closing date for applications is Friday 28th August 2026
Job Summary:
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
- Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
- To provide administrative support and services to all members of the Practice team
- To provide Receptionist/Telephonist cover as required
Job Responsibilities:
Management of appointment system/Telephonist duties
- Ensure total familiarity with all appointment systems including regular and incidental variations
- Book all appointments and rearrange as necessary either by accepting telephone calls or making telephone calls
- Care navigate as appropriate
- Answer the telephone and deal with all enquiries, messages and requests in accordance with Practice protocols
- Deal with home visit requests
Reception
- Receiving patients that are consulting with members of Practice team
- Handing completed repeat prescriptions to patient and checking names and address as per Practice policy
- Deal with the diary box prescription requests for the following month
- Filing medication ready for patient collection
- Dealing with any patient enquiries or queries
Management of medical records
- Ensure correspondence, reports, results etc. are placed for scanning
- Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover
Miscellaneous
- Attend Practice meetings/training
- Ensure building security – have thorough knowledge of doors/windows/alarm.
- Make tea/coffee for staff when necessary
- Any other tasks allocated by managers
- To undertake any necessary work as may be required and appropriate to maintain a high standard and efficient service
Confidentiality:
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the Practice Health & Safety Policy, to include:
- Using personal security systems within the workplace according to Practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Reporting potential risks identified
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Quality:
The post-holder will strive to maintain quality within the Practice, and will:
- Alert other team members to issues of quality and risk
- Assess own performance and take accountability for own actions, either directly or under supervision
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
- Work effectively with individuals in other agencies to meet patients needs
- Effectively manage own time, workload and resources
Communication:
The post-holder should recognise the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognise people’s needs for alternative methods of communication and respond accordingly
Contribution to the Implementation of Services:
The post-holder will:
- Apply Practice policies, standards and guidance
- Discuss with other members of the team how the policies, standards and guidelines will affect own work
- Participate in audit where appropriate
This job description is not exhaustive and may be adjusted periodically after review and consultation. The post-holder will be expected to carry out any reasonable duties which may be requested from time to time.
Job Type: Part-time
Pay: £12.96 per hour
Ability to commute/relocate:
- Hereford, Herefordshire: reliably commute or plan to relocate before starting work (required)
Work Location: In person
