Job Overview
First point of contact for patients, families and service users in a clinical environment. Provide high‑quality reception and administrative support across multiple PCS practice sites. The role is roving, requiring travel between sites to give reception cover, support service delivery and ensure a consistent patient experience across the organisation.
Roving / Cross‑Site Working Requirements
- Work flexibly across all PCS sites as required
- Provide reception cover for sickness, absence, annual leave or service demand
- Be willing and able to travel between sites at short notice
- Maintain consistency in processes and patient experience across all locations
- Adapt quickly to different teams, environments and ways of working
Main Duties
Operating the administrative functions of the service telephone booking system; front‑of‑house welcoming role, meeting and greeting patients/visitors; and providing all aspects of reception duties including taking and recording messages, booking appointments and answering telephone enquiries.
Process new and temporary patient registrations; respond to verbal complaints and refer unresolved issues to support/operational management; communicate effectively within the team via email and meetings; carry out clerical duties such as scanning, filing, faxing and photocopying; act as a chaperone for a clinician if requested.
Open post received on site, scan into SystmOne, record episodes and log correctly; assist with daily production of prescriptions, nomads and repeat dispensing; support induction of new or temporary receptionist staff; act on doctors’ requests to follow up patients by liaising with other agencies, secondary care, patients, families and carers.
Handle incoming telephone calls, offer and book appropriate appointments, rectify clinical requests; take and record messages for clinical staff; share responsibility for reception, waiting‑room and consultation‑room upkeep and tidiness; report faults, equipment breakdowns or building maintenance to the support manager; process and acknowledge receipt of monies from patients; be aware of Health & Safety policies and report incidents; open and secure premises as required; provide operational support for a PCS Group Triage Team to assist service users with access to appropriate health care; coordinate administrative processes of registering new patients in Triage; support patients through their practice journey; promote effective communication and opportunities for sharing best practice within the team.
Additional Responsibilities
- Responsible for continuing personal development
- Annual PDR with line manager
- Provide cross‑site reception cover across all Primary Care Sheffield practices, working flexibly to meet service demand
Service Development
- Assist in development of practice policies and procedures
Confidentiality
Maintain confidentiality of sensitive patient information and practice business information, disclosing only to authorised persons in accordance with policies.
Health & Safety
Implement and lead on the promotion and management of health, safety and infection control across the practice, ensuring compliance with policies and statutory guidelines, conducting risk assessments, maintaining cleanliness, reporting hazards, training staff and meeting annual infection control training requirements.
Equality and Diversity
Support the equality, diversity and rights of patients, carers and colleagues, behaving in a welcoming and non‑judgemental manner, participating in annual training programmes and performance reviews.
Quality
Maintain quality within the practice, alerting team members to issues, assessing own performance, contributing to team effectiveness, managing time and resources, and working with other agencies to meet patient needs.
Key Expectations
Not a fixed‑site role; required to work across multiple PCS locations; travel between sites is essential; flexibility is essential to support service needs.
Person Specification
Experience
- Reception or customer‑facing role experience
- Face‑to‑face and telephone public interaction
- IT experience including Microsoft Office and email systems
- Experience across multiple teams or locations
- Fast‑paced environment experience
- Experience within NHS or GP practice
- Experience using clinical systems (e.g. SystmOne)
Knowledge and Skills
- Reception and administrative procedures knowledge
- Excellent communication and interpersonal skills
- Strong organisational and time‑management skills
- Prioritising workload and managing competing demands
- Adaptability to different environments and teams
- Independent work with minimal supervision
- Understanding of equality, diversity and inclusion
- Good IT and keyboard skills
- Knowledge of primary care systems and processes
Qualifications
- GCSE (or equivalent) in English and Maths (Grade C/4 or above)
- Medical terminology qualification
Personal Attributes
- Friendly, approachable and professional manner
- Flexible and adaptable approach to work
- Remain calm under pressure
- Multi‑task effectively
- Strong team‑working skills across multiple teams
- Reliable and dependable
- Willingness and ability to travel between multiple sites
- Ability to work at short notice to meet service needs
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975; a submission for Disclosure to the Disclosure and Barring Service is required.
£25,411.94 a year FTE (x3 zero‑hour positions available)
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