Receptionist

Dr Rasool's Practice; Billingham; On-site; GBP 7,400 - 10,000; Part time

Job summary

Dr Rasool's Practice in Billingham is seeking a Receptionist to join the team for 18-20 hours per week. You will be the first point of contact for patients, greeting visitors and directing them to the right service while maintaining strict confidentiality and professional standards.

You will handle front-of-house duties, answer calls, book appointments in the clinical system, and support the clinical team to deliver safe, high-quality primary care.

Qualifications

• Good sound basic education.
• GCSE Maths or equivalent.
• GCSE English or equivalent.
• Excellent communication skills (written and oral).
• General office procedures.
• Customer care skills.
• Practical experience of working with others.
• Qualification in Reception or office work.
• A detailed understanding of a General Practice Office environment.

Responsibilities

• Administrative tasks for front desk and reception duties.
• Register patients and update demographics according to policy.
• Book, amend and cancel appointments in the clinical system.
• Direct patients to appropriate services (GP, nurse, pharmacist, NHS 111).
• Handle online and e-consultation requests in line with procedures.
• Process prescriptions and results non-clinical tasks; relay queries appropriately.
• Support referrals and correspondence, attach documentation and track status.
• Maintain confidentiality and follow data protection policies.
• Keep reception area tidy and prepare rooms for clinics.
• Provide cover for colleagues as needed and assist with general admin duties.

Skills

Excellent communication skills

Customer care skills

Flexible working hours

Ability to work under pressure

Team collaboration

Education

GCSE Maths or equivalent

GCSE English or equivalent

Qualification in Reception or office work

Tools

SYSTMONE

Job description

A position has become available for a Receptionist within our team for 18-20hrs per week.

The postholder will act as the first point of contact for patients, navigating them to the most appropriate service, while maintaining confidentiality and upholding the values of the practice.

They will provide an efficient, friendly and professional front of houseand telephone service for patients and visitors, supporting the clinical teamin the delivery of safe, high quality primary care.

Main duties of the job

Main duties include, but are not limited to:

Patientreception and telephone duties

Greet patients and visitors in a polite, courteousand professional manner.

Answer telephone calls promptly, using agreedgreetings and protocols.

Book, amend and cancel appointments using theclinical system in line with practice policies, e.g. appointmenttemplates.

Signpost patients to the most appropriate service(e.g. GP, nurse, pharmacist, NHS 111, selfcare resources) in accordancewith practice protocols.

Manage online and e-consultation requests, ensuringthey are processed and allocated according to practice procedures.

Manage NHS 111 appointments, which are bookeddirectly into NHS 111 slots, to be dealt with same day.

Take and relay accurate messages for clinicians andother staff, using the clinical system tasking function where appropriate.

Deal with patient queries regarding prescriptions,test results, referrals and general enquiries, within the limits of therole and following practice guidance.

About us

We are a a single-handed GP Practice in Billingham. We are a small but friendly, dedicated and supportive team committed to providing high-quality care and services to our patients. Our team works collaboratively across clinical and administrative roles, recognising the important contribution each member of staff makes to the smooth running of the practice.

We aim to maintain a positive and welcoming working environment where colleagues feel valued, respected and supported. We encourage open communication, teamwork and a shared commitment to maintaining high professional standards, while treating patients and colleagues with kindness, dignity and respect.

Our work ethic is centred on patient safety, delivering excellent patient care, maintaining confidentiality and continually improving the services we provide. We recognise that working in primary care can be challenging, so we value flexibility, mutual support and a willingness to work together to overcome challenges.

Benefits of working with us include being part of a close-knit team, opportunities to develop skills and knowledge, support from colleagues and the opportunity to make a meaningful difference to the health and wellbeing of our local community. We strive to create a workplace where staff can grow professionally, feel appreciated and take pride in the service we deliver.

Job responsibilities

Administration

Make sure to date stampevery document.

Anything handed toreception by patients, must have name and DOB on it.

Register new patients in line with practice and NHSprocedures.

Update patient demographics and contact detailsaccurately.

Process incoming and outgoing mail, includingscanning and attaching documents to patient records where required, inline with practice protocols.

Support the management of recalls, reviews andinvitations (e.g. chronic disease reviews, screening, vaccinations) asdirected.

File and retrieve paper records where these arestill in use, ensuring secure storage.

Assist with the preparation of clinics, searches, telephoneinvites, and mailouts as requested by the management team.

Read own emails on working days, as importantcommunication is sent via email

Deal with Generic Email Box and clear daily

Prescriptions and results (non-clinical tasks only)

Receive and process repeat prescription requests inline with practice policy, ensuring requests are clear and complete beforepassing to the GP.

Direct prescription queries appropriately (e.g. tothe pharmacist or GP) and avoid giving clinical advice.

Inform patients of test results only in accordancewith documented GP instructions and practice protocols, withoutinterpreting or advising on clinical significance.

Make sure prescription box is emptied regularly.

Referrals and correspondence (as allocated)

Support the referrals process by:

checking referral letters are complete and attachingrelevant documentation;

sending referrals via eRS or local systems as directed;

recording and tracking referrals in line with practiceprocedures.

Handle hospital and community correspondence asdirected, ensuring urgent items are flagged promptly to clinicians.

Read all clinic letters and highlight any actionthat needs to be taken by the GP, or organise bloods etc.

Read all Hospital Discharges and highlight anyaction that is required by the GP, or organise any bloods, follow-up apptwith GP. Check discharge medicationand highlight any changes required (for GP to process)

Confidentiality and information governance

Maintain strict confidentiality of all patients andpractice information at all times, in line with practice policy, the NHSCode of Confidentiality and data protection legislation.

Only access patient records where there is alegitimate workrelated reason.

Follow all information governance, data protectionand recordkeeping policies and attend mandatory training.

Health, safety and safeguarding

Follow practice health and safety policies,including fire procedures and incident reporting.

Be alert to potential safeguarding concerns andescalate promptly to the safeguarding lead or a GP, in line with practicepolicy.

Report accidents, incidents, near misses andunacceptable behaviour (including abusive or violent patients) to a seniormember of staff.

Teamwork and communication

Work collaboratively with all members of thepractice team, including GPs, nurses, HCAs, pharmacists, managers andother reception/administration staff.

Attend and contribute to staff meetings and trainingsessions as required.

Participate in induction and support for new staffwhere appropriate.

Communicate clearly and respectfully withcolleagues, using agreed systems (e.g. tasks, notes, handovers) to ensurecontinuity and safe working.

Flexibility

Provide cover for colleagues annual leave andsickness where reasonably required.

Undertake any other reasonable duties appropriatewith the role, as requested by the management team, to support the safeand efficient running of the practice.

Checking the DeFibmachine daily.

Keeping thereception desk and waiting area tidy.

Preparing the GPs,Nurses, and HCAs room ready for clinics, e.g.: turning computer on,filling prescription, making sure lab paper is stocked.

Make refreshmentsfor staff and visitors, keep kitchen clean and tidy.

Chaperoning forGP, as and when required.

Person Specification

Qualifications

• Good sound basic education
• GCSE Maths or equivalent
• GCSE English or equivalent
• Excellent communication skills (written and oral)
• General office procedures
• Customer care skills
• Practical experience of working with others
• Experience of using own initiative
• Ability to work as part of an integrated multi-skilled team
• Flexible, reliable and responsive to change
• An understanding, acceptance and adherence to the need for strict confidentiality
• Ability to use own judgement, resourcefulness and common sense
• Ability to work under pressure
• Concentration required daily, e.g., ability to deal with occasional exposure to distressing circumstances or emotional events
• Ability to cope with occasional exposure to aggressive behaviour
• Ability to work with competing priorities
• Ability to deal tactfully and empathetically with distressed or anxious patients and carers
• Ability to communicate effectively via telephone or group discussion
• Good interpersonal skills
• Proven customer care skills
• Flexible attitude to working hours and able to cover staff sickness at short notice and holidays
• Qualification in Reception or office work
• A detailed understanding of a General Practice Office environment
• Working knowledge of medical terminology
• Able to deal with difficult people
• An understanding of the Practice clinical system SYSTMONE
• Practical experience of working as a GP Receptionist

Experience

• Practical experience of working with others
• Experience of using own initiative
• Practical experience of working as a GP Receptionist

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.