Flexible with hours, open to full and part time hours, multiple positions available, approximately 45 hours vacancy.
Role Purpose
The post-holder provides reliable and routine administrative support to ensure the smooth daily operation of the service. This role is designed for individuals with little or no prior administrative experience but who demonstrate motivation to learn, develop and contribute to team efficiency. The role supports effective communication, accurate record-keeping, and the delivery of high-quality patient and service user care in line with organisational and NHS standards.
Role Accountabilities
Administrative & Operational Support
- Provide routine clerical and administrative support to ensure the effective running of the service.
- Accurately complete basic administrative tasks such as filing, photocopying, scanning, and data entry.
- Assist with the preparation of documents, reports, spreadsheets, and presentations under guidance from senior staff.
Communication and Coordination
- Provide courteous, professional, and timely responses to internal and external enquiries, including patients, callers, and colleagues.
- Support clear communication within the team by relaying messages, sharing information appropriately, and maintaining effective channels of contact.
- Act as a helpful first point of contact for telephone calls, emails, and general enquiries.
Information Management
- Maintain accurate and well-organised records, documents, and filing systems.
- Ensure information is updated promptly and stored in accordance with organisational and NHS policies.
- Handle all data responsibly, ensuring confidentiality, accuracy, and compliance with data protection and governance standards.
Confidentiality, Compliance & Governance
- Manage sensitive information appropriately, following confidentiality requirements, data protection regulations (e.g., GDPR), and NHS governance policies.
- Follow organisational procedures to maintain compliance and support safe, high-quality service delivery.
Team Contribution & Professional Development
- Work collaboratively with colleagues, contributing to a positive, supportive team environment.
- Show willingness to learn, adapt to new administrative systems and tools, and develop skills as required.
- Support the wider team to achieve service objectives efficiently, demonstrating reliability and a proactive approach to tasks.
Position Purpose
To provide a welcoming, safe and efficient first point of contact for patients accessing clinical services. The Clinical Receptionist ensures smooth patient flow, accurate management of clinical information, and timely support to clinicians. This role contributes directly to patient experience, service quality, and the safe operation of the clinical environment.
Additional Accountabilities
Patient Reception & Front‑of‑House Care
- Greets patients with professionalism, empathy and reassurance, recognising that many may be anxious, unwell or vulnerable.
- Provides clear information about check‑in, waiting times, and processes.
- Supports patients with accessibility needs (mobility, sensory needs, language barriers) and escalates concerns appropriately.
- Manages busy waiting areas calmly, maintaining a safe and respectful atmosphere.
Appointment & Clinical Workflow Coordination
- Books, amends and coordinates appointments following clinical priority protocols (training provided).
- Identifies urgent or same‑day clinical requests and escalates according to triage guidelines.
- Helps maintain efficient clinical sessions by ensuring clinicians’ schedules run smoothly.
- Supports handling of repeat prescription requests and directs clinical queries to appropriate staff.
Confidentiality, Data Protection & Accurate Record‑Keeping
- Handles confidential health information (e.g., medical notes, results, patient details) in line with GDPR and clinical governance standards.
- Updates patient records accurately and promptly using clinical systems (full training provided).
- Ensures correct patient identity verification to maintain patient safety.
- Processes clinical documents such as referrals, hospital letters, discharge summaries and results for action.
Impact: Supports safe clinical decision‑making and reduces risk of errors.
Telephone & Digital Communication Handling
- Answers calls calmly and professionally, often under pressure and high call volumes.
- Uses clinical judgement boundaries (training given) to recognise urgent calls and escalate appropriately.
- Provides patients with accurate information about services, results handling, repeat prescriptions, and clinical pathways.
- Supports digital care navigation (e‑consults, SMS messaging systems, online triage tools).
Safety, Compliance & Clinical Environment Support
- Maintains a safe and clean reception and waiting area in line with infection control guidance.
- Follows safeguarding procedures and escalates concerns immediately.
- Supports emergency protocols, including contacting clinical staff if a patient deteriorates in the waiting room.
- Adheres to confidentiality, incident reporting and clinical governance procedures.
Teamwork & Integrated Clinical Support
- Works collaboratively with clinicians, nurses, practice managers and administrative teams.
- Supports colleagues during busy clinics or staff shortages.
- Contributes to a positive, respectful, values‑based team culture.
- Participates in mandatory training and role‑specific development.
Person Specification
Qualifications
Good general standard of education (e.g., GCSEs or equivalent) - Essential
English and Maths at GCSE Grade C/4 or above (or equivalent) - Essential
Relevant administrative or IT training/certificates - Desirable
Experience
Experience using basic IT systems (e.g., email, word processing) - Essential
Experience working in any customer-facing, service, or team environment (paid or voluntary) - Essential
Previous administrative experience - Desirable
Experience handling sensitive or confidential information - Desirable
Skills and Knowledge
Ability to carry out routine administrative tasks accurately (filing, scanning, data entry) Essential
Good written and verbal communication skills Essential
Ability to follow procedures, policies, and guidance Essential
Basic numeracy and IT literacy (e.g., Microsoft Office, email) Essential
Ability to work with accuracy and attention to detail Essential
Ability to learn and adapt to new systems and tools Essential
Awareness of confidentiality and data protection principles Essential
Understanding of the importance of good record keeping Essential
Ability to organise own workload with supervision Essential
Knowledge of NHS systems or administrative procedures Desirable
Behaviours and Attributes
Polite, professional, and courteous manner Essential
Reliable, punctual, and willing to learn Essential
Ability to work calmly and effectively when dealing with enquiries Essential
Respectful of diversity and inclusive in approach Essential
Willingness to undertake training and development Essential
Flexible approach to supporting service needs Essential
Positive attitude and commitment to contributing to a supportive team environment Essential
Pay: £25,000.00-£26,000.00 per year
Work Location: In person
