Receptionist / Call handler

Overview

We are looking for an enthusiastic person to join our friendly team at a busy medical practice. Candidates should be flexible, committed to delivering a pleasant patient experience and have good IT skills.

The Practice offers extended access sessions and the successful applicant will be required to cover the front desk on occasion up to 8pm in the evening or occasionally at weekends with prior arrangement.

Main duties of the job

• Answer telephones promptly and pleasantly in a call centre‑style environment
• Book appointments and maintain accurate diaries for a large service
• Perform front desk duties and present a friendly and professional service to patients
• Carry out administrative tasks to support the clinical team

About us

We are located in a purpose‑built premises in North Shrewsbury, providing care for a list size of 17,000. A training and teaching practice, we pride ourselves on delivering excellent patient care, supported by a stable and enthusiastic management team.

• GMS practice
• High QOF achiever
• EMIS Web & Docman
• Training and teaching practice
• Superb facilities
• Great location close to by‑pass

For an informal discussion please contact our Patient Services Manager, Kate Pritchard on 01743 281950 or katie.pritchard5@nhs.net.

Job responsibilities

• Ensure an effective and efficient reception service is provided to patients and visitors.
• Deal with general enquiries, explain procedures and make new and follow‑up appointments.
• Use judgment and communication skills to see patients who need urgent consultation in a logical, non‑disruptive manner.
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensuring procedures are completed.
• Handle telephone calls appropriately – receive, transfer and take messages, ensuring accuracy and prompt delivery.
• Enter requests for home visits onto the home‑visit screen and refer to Duty Doctor when necessary.
• Process repeat prescription requests according to protocol, ensuring readiness for collection within 48 hours.
• Advise patients on charges for private services, accept payment and issue receipts.
• Enter patient information into the computer system as required.
• Maintain patient notes, correspondence and records in strict alphabetical order, ensuring availability and correct filing.
• Fax or photocopy documentation as required.
• Make and serve refreshments, keep the kitchen clean and tidy.
• Tidy the waiting room, notice‑boards and leaflet dispensers, ensuring they are clutter‑free.
• Open premises at the start of the day, deactivate the alarm, and prepare to receive patients.
• Close premises at the end of the day, secure the building, turn off internal lights, and activate the alarm if cleaners are not present.
• Register new patients onto the computer system promptly and accurately.
• Process new records, summarise and organize them ready for use.
• Accurately process changes of address on both computer and paper records.
• Call new babies and mothers for necessary appointments in line with practice protocol.
• Handle all tasks received—patient‑related or otherwise—in a timely and accurate manner.
• Open and distribute incoming mail inline with practice protocols.
• Order, re‑order and monitor stationery and other supplies.
• Undertake any additional duties as requested by partners, the practice manager or the patient services manager.

Confidentiality

• Respect patient confidentiality, keeping all sensitive information strictly confidential.
• Share confidential information only with authorised persons in accordance with practice policies and procedures.
• Treat all information relating to patients, carers, colleagues and the practice’s business as strictly confidential.

Health & Safety

• Use personal security systems in accordance with practice guidelines.
• Identify and manage risks associated with work activities.
• Use training to update knowledge and skills for health and safety.
• Apply appropriate infection control procedures, keep work areas tidy and hazard‑free.
• Report health and safety hazards immediately when recognised.
• Maintain clean general and patient areas consistent with the job holder’s role.
• Undertake periodic infection control training (minimum annually).

Equality and Diversity

• Act in a way that recognizes the importance of patient, carer and colleague rights, consistent with practice procedures and current legislation.
• Respect privacy, dignity, needs and beliefs of all individuals.
• Behave welcome, non‑judgmental and respectful of circumstances and rights.

Personal/Professional Development

• Participate in an annual individual performance review and maintain a record of personal and professional development.
• Take responsibility for own development, learning and performance and demonstrate skills and activities to others.

Quality

• Alert team members to quality and risk issues.
• Assess own performance and take accountability for actions.
• Contribute to team effectiveness by reflecting on activities and suggesting improvements.
• Work effectively with individuals in other agencies to meet patient needs.
• Manage own time, workload and resources effectively.

Communication

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise needs for alternative communication methods and respond accordingly.

Contribution to the Implementation of Services

• Apply practice policies, standards and guidance.
• Discuss with the team how policies and guidelines affect own work.
• Participate in audit where appropriate.

Person Specification

Qualifications

• Minimum of 4 GCSE or equivalent qualifications, including Maths and English at Grade C or above.
• Reception or Customer Service qualification.

Experience

• Previous experience in a receptionist role.
• Previous experience in a medical practice.

Knowledge and Skills

• Excellent communication skills, written and oral.
• Ability to work under pressure while maintaining a positive professional attitude.
• Team working skills and ability to organise and prioritise workload.
• Accuracy in a fast‑paced environment.
• Competence using computers and basic software packages (e.g. Word, Excel).
• Knowledge of EMIS Web software.

Qualities & Attributes

• Well organised, well presented and polite with an excellent telephone manner.
• Flexible and willing to contribute to the success of the team.
• Reliable and punctual with a can‑do attitude and positive manner.
• Available to work shifts between 8 am and 6.30 pm with availability for extended access shifts, including evenings and weekends (by prior arrangement).

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires submission for Disclosure to the Disclosure and Barring Service (formerly known as CRB) to check for any previous convictions.

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