Receptionist

NHS; Walsall; On-site; GBP 10,000 - 20,000; Full time

Job summary

A leading healthcare organization is seeking a part-time/full-time reception and administrative staff member for Stroud Practice at Bentley Health Centre. This dynamic role involves providing efficient service to patients, handling administrative tasks, and supporting the healthcare team in a busy practice environment. Successful candidates will display strong communication skills, IT proficiency, and a commitment to patient care.

Qualifications

• Essential qualifications include GCSEs in English and Maths.
• Competence in IT is required, with familiarity in EMIS Web desirable.
• Face-to-face experience in a busy customer service setting is advantageous.

Responsibilities

• Act as the first point of contact for patients both face-to-face and via phone.
• Handle patient inquiries and provide general administrative support.
• Maintain practice security protocols and manage appointment systems.

Skills

Computer literate

Communication

Problem-solving

Education

GCSE grade A to C in English and Maths

IT Qualification

Job description

Job summary

The vacancy is based at Stroud Practice, Bentley Health Centre

Stroud Practice is an established GP practice and has a part time-full time vacancy for reception/administration roles.

We offer an exciting opportunity to be part of a dynamic, forward thinking team committed to offering a welcoming and efficient service to our practice population.

Main duties of the job

30 hours available Monday to Friday

Hours will include mornings; afternoons and all day shifts between the hours of 8.00am 6.30pm

National Minimum Wage/National Living Wage, negotiable dependent upon experience

Your duties will include reception, prescription processing, telephone enquiries, general administration including clinical coding, summarising, secretarial cover and data input to support the Quality and Outcomes Framework and enhanced services. You must have IT skills including Word and Excel. Previous experience and knowledge of EMIS Web is desirable. This is a busy patient led environment that is constantly changing therefore you must be able to work under pressure, have the ability to prioritise your workload and solve problems within your area of work. You must be interested in learning new skills and taking on new challenges. You should be able to work as part of a team and be able to communicate effectively in a diplomatic and sensitive way.

About us

Stroud Practice is a forward thinking practice. Our team consists of 1 GP Partner, 6 GP's, 3 Practice Nurse's and a Healthcare Assistant. The clinical team is supported by a hardworking, efficient and friendly administrative team.

Details Date posted

06 June 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Fixed term

Duration

12 months

Working pattern

Full-time, Part-time

Reference number

A2816-25-0002

Job locations

Bentley Health Centre

Churchill Road

Walsall

West Midlands

WS2 0BA

Job description Job responsibilities

Main Purpose

First point of contact for the practice either face to face or on the telephone

To provide a comprehensive and effective reception and administrative service to the practice and contribute to it running efficiently.

Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way

Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies

Provide additional cover when required by the practice

Main Reception and Administration Duties

Front of house reception duties

Data input

Call and recall of patients

Opening up/locking-up of practice premises and maintaining security in accordance with practice protocols

Maintaining and monitoring the practice appointments system

Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional

Processing and distributing incoming (and outgoing) mail including postal and electronic mail

Taking messages and passing on information

Filing and retrieving paperwork

Processing prescriptions, acute, repeat, private in accordance with practice guidelines

Medical Record Administration; processing and recording information in accordance with practice procedures

Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers

Signposting patients to the appropriate service

Providing clerical assistance to practice and associated staff as required, including referral processing, administration, filing, photocopying and scanning

Workflow Administration including tasks, document management, GP2GP, medicines management, referral management, Test requests and SCR

Maintain stock levels, usage and re-order stationery, cleaning materials, clinical equipment, refreshments and sundry items

Liaise with the Practice Manager for order or purchase requirements

Extracting notes for all surgeries whether for open surgery or appointments

Answering the telephone and conveying messages

Accepting requests for repeat prescriptions, checking the fax and prescription box for repeat prescription requests

Sorting the mail

Photocopying insurance medicals and reports and maintaining record book and files thereof

Maintaining a log of telephone messages

Filing results and any other relevant documents in patients' notes and refiling notes after use

Maintenance of patients' notes including starting a new wallet when required and dividing the contents in a logical manner

Charging patients the appropriate amount for private work, providing a receipt to the patient and recording the charge in the Petty Cash book

Helping with the sorting of filing in new medical records in order that they are in the form used in the Surgery

Maintaining a record of daily lab tests, both outgoing and incoming, in a manner suited to the needs of the Practice

NHS Mail

Task List

Clearing and re-stock consulting rooms as required

Dealing with clinical waste

Main Administration Task s

Clinical Coding

Summarising medical records

QOF/CQC/LCS Administration

General Administration

Assist with GDPR Requests

Assist with the referral process

Assist with private letters and insurance reports

The above lists are not exhaustive and other tasks and duties will be required as determined by the GP Partners and Practice Manager

Confidentiality

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately

In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data in accordance with Caldicott Guidelines, the Data Protection Act 1998 and GDPR requirements including outside the work environment. A breach of confidentiality may result in dismissal and/or prosecution.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:

• Using personal security systems within the workplace according to practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Maintaining infection control standards including cleaning workstations

Reporting potential risks identified.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality

The post-holder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources.

Communication

The post-holder should recognise the importance of effective communication within the team and will strive to:

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

Contribution to the Implementation of Services:

The post-holder will:

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

Job description Job responsibilities

Main Purpose

First point of contact for the practice either face to face or on the telephone

To provide a comprehensive and effective reception and administrative service to the practice and contribute to it running efficiently.

Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way

Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies

Provide additional cover when required by the practice

Main Reception and Administration Duties

Front of house reception duties

Data input

Call and recall of patients

Opening up/locking-up of practice premises and maintaining security in accordance with practice protocols

Maintaining and monitoring the practice appointments system

Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional

Processing and distributing incoming (and outgoing) mail including postal and electronic mail

Taking messages and passing on information

Filing and retrieving paperwork

Processing prescriptions, acute, repeat, private in accordance with practice guidelines

Medical Record Administration; processing and recording information in accordance with practice procedures

Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers

Signposting patients to the appropriate service

Providing clerical assistance to practice and associated staff as required, including referral processing, administration, filing, photocopying and scanning

Workflow Administration including tasks, document management, GP2GP, medicines management, referral management, Test requests and SCR

Maintain stock levels, usage and re-order stationery, cleaning materials, clinical equipment, refreshments and sundry items

Liaise with the Practice Manager for order or purchase requirements

Extracting notes for all surgeries whether for open surgery or appointments

Answering the telephone and conveying messages

Accepting requests for repeat prescriptions, checking the fax and prescription box for repeat prescription requests

Sorting the mail

Photocopying insurance medicals and reports and maintaining record book and files thereof

Maintaining a log of telephone messages

Filing results and any other relevant documents in patients' notes and refiling notes after use

Maintenance of patients' notes including starting a new wallet when required and dividing the contents in a logical manner

Charging patients the appropriate amount for private work, providing a receipt to the patient and recording the charge in the Petty Cash book

Helping with the sorting of filing in new medical records in order that they are in the form used in the Surgery

Maintaining a record of daily lab tests, both outgoing and incoming, in a manner suited to the needs of the Practice

NHS Mail

Task List

Clearing and re-stock consulting rooms as required

Dealing with clinical waste

Main Administration Task s

Clinical Coding

Summarising medical records

QOF/CQC/LCS Administration

General Administration

Assist with GDPR Requests

Assist with the referral process

Assist with private letters and insurance reports

The above lists are not exhaustive and other tasks and duties will be required as determined by the GP Partners and Practice Manager

Confidentiality

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately

In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data in accordance with Caldicott Guidelines, the Data Protection Act 1998 and GDPR requirements including outside the work environment. A breach of confidentiality may result in dismissal and/or prosecution.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:

• Using personal security systems within the workplace according to practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Maintaining infection control standards including cleaning workstations

Reporting potential risks identified.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality

The post-holder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources.

Communication

The post-holder should recognise the importance of effective communication within the team and will strive to:

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

Contribution to the Implementation of Services:

The post-holder will:

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

Person Specification Qualifications Essential

• GCSE grade A to C in English and Maths
• Computer literate/IT Qualification

Experience Desirable

• Previous experience in the NHS
• Previous experience in Primary Care or GP Practice
• Experience in EMIS Web clinical system
• Face to face experience in a busy customer service/patient led environment

Person Specification Qualifications Essential

• GCSE grade A to C in English and Maths
• Computer literate/IT Qualification

Experience Desirable

• Previous experience in the NHS
• Previous experience in Primary Care or GP Practice
• Experience in EMIS Web clinical system
• Face to face experience in a busy customer service/patient led environment

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.

Employer details Employer name

Stroud Practice

Address

Bentley Health Centre

Churchill Road

Walsall

West Midlands

WS2 0BA

Employer's website

https://www.stroudpractice.nhs.uk/ (Opens in a new tab)

Employer details Employer name

Stroud Practice

Address

Bentley Health Centre

Churchill Road

Walsall

West Midlands

WS2 0BA

Employer's website

https://www.stroudpractice.nhs.uk/ (Opens in a new tab)