We are seeking a Receptionist to provide administrative and telephony support services for patients who have been excluded from mainstream GP Practices. The role involves working closely with the Practice Manager to ensure service delivery each day.
Many of our patients experience a range of challenges and multiple disadvantages, requiring personal resilience and a trauma‑informed approach. The role is remote; the main patient contact is via phone, email or Patchs. Full training is provided.
In addition to technical tasks, the successful candidate must maintain a non‑judgemental, calm, and resilient demeanour.
Main duties of the job
- Answer phone calls, arrange appointments, and handle patient data (e.g. redacting information).
- Process Subject Access Requests.
- Maintain accurate notes on the computerised Patient Administration System EMIS.
- Liaise with a range of health care professionals across different locations in the North of England.
- Book patient‑facing venues and support the Compass Medical Practice clinicians.
- Update referral diary and complete referrals via ERS or paper.
- Follow practice processes for all relevant areas of work.
- Record information on IT systems, spreadsheets and paper records as needed.
- Undertake admin duties including printing, photocopying, scanning, processing information and requests.
- Prepare clinic for face‑to‑face appointments.
- Register patients and process deductions in EMIS, including GP2GP, for the Inclusion Health Business Unit.
- Input data onto computer systems and set up computer diaries.
- Contribute to data collection for patient 6‑monthly reviews.
- Maintain a clean and confidential workplace and adhere to policies and procedures.
- Update patient risk assessments and support urgent appointments.
- Coordinate appointments, arrange venues and liaise with Patient Liaison Officers under guidance from the Practice Manager.
- Complete mandatory training and Health & Safety processes.
- Attend the daily huddle (when on duty).
Job responsibilities (selected)
- Call handling with patients, professionals, and external organisations, utilising patient telephone scripts.
- Complete QOF information as part of the call handling process.
- Complete a Patchs triage with all patients presenting with a clinical need.
- Use EMIS to book appointments, record information, complete patient‑related tasks, and update records.
- Record information on IT systems, spreadsheets and paper records as needed.
- Maintain confidentiality and comply with company policies.
Key expectations
- Self‑awareness: Living authentically.
- Adaptability: Ready to adjust depending on the situation.
- Openness: What you see is what you get.
- Positivity: A real sense of striving for the impossible.
- Generosity of spirit: Everyday opportunity to act with kindness.
- Fun: Taking the role seriously while being yourself.
Benefits
- NHS Pension.
- Cycle to Work Scheme.
- Attendance Bonus.
- Free Tea & Coffee.
- Eye Care Contributions.
Person specification
- Belief in our corporate values.
- Fun, Awesome, Humble, Brave, Go‑getting, Oomph, Resilience.
- Enthusiastic and positive.
- Approachable and a team player.
- Always aims for excellence.
- Ability to work calmly and under pressure.
- Flexibility of working hours, including at least one late night a week until 18.30.
- Excellent interpersonal, verbal and written communication skills.
- Non‑judgemental attitude.
- Excellent IT skills and organisational skills.
- Ability to think laterally and seek improvement opportunities.
- Competent, reliable and conscientious with confidentiality awareness.
Qualifications
- GCSE/O Level English and Maths.
- EDCL or equivalent.
- NVQ in business administration or equivalent.
Experience
- Experience working with customers and/or patients with complex needs.
- Working knowledge of EMIS IT system.
- Experience as an administrator in a health care setting.
- Mental health awareness.
- Experience working with people with behavioural challenges.
Disability Confident Employer
We guarantee interview all disabled applicants who meet the minimum criteria for the vacancy.
DBS and NHS checks
This post is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975. As such, a submission for Disclosure will be made to the Disclosure and Barring Service. This requires three forms of valid ID, an occupational health check, professional references, and eligibility to work in the UK. Driver positions also require a Driver check.
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