Receptionist Call Handler

Allscreens Nationwide Ltd; Bath; On-site; GBP 18,000 - 23,000; Full time

Job summary

A position with Allscreens Nationwide Ltd in Bath is seeking an experienced healthcare reception/administration assistant. You will be the first point of contact for patients and professionals, handling enquiries, scheduling appointments, and guiding patients to the correct services.

The role involves managing registrations, maintaining accurate records, handling digital requests, and supporting vaccination clinics and administrative workflows within the practice.

Qualifications

• Excellent communication and customer service skills.
• Strong attention to detail and organisational abilities.
• Digital literacy and ability to handle multiple channels.
• Professionalism, confidentiality and problem-solving capabilities.

Responsibilities

• Act as first point of contact for patients, relatives, carers, and healthcare professionals.
• Handle telephone, face-to-face and electronic enquiries professionally.
• Book, amend and cancel appointments in line with practice procedures.
• Support patients to access the most appropriate service through effective signposting.
• Manage walk-in enquiries and maintain an organised waiting environment.
• Complete patient registrations and registrations of temporary residents.
• Process requests for medical summaries, letters, results and vaccination-related services.
• Manage eConsultations and other digital requests according to practice processes.

Skills

Communication

Customer service

Attention to detail

Organisation

Digital literacy

Professionalism

Confidentiality

Problem solving

Job description

Key Responsibilities

• Patient Access and Customer Service
  • Act as the first point of contact for patients, relatives, carers, and healthcare professionals.
  • Handle telephone, face-to-face and electronic enquiries professionally and efficiently.
  • Book, amend and cancel appointments in accordance with practice procedures.
  • Support patients to access the most appropriate service through effective signposting.
  • Manage walk-in enquiries and maintain an organised waiting environment.
• Patient Administration
  • Complete new patient and temporary resident registrations.
  • Maintain accurate patient records and demographic information.
  • Process requests for medical summaries, letters, results, sick notes and vaccination-related services.
  • Manage eConsultations and other digital requests in accordance with practice processes.
  • Complete administrative workflows allocated by clinicians and colleagues.
• Prescriptions and Clinical Support
  • Process prescription requests accurately and efficiently.
  • Respond to prescription enquiries and liaise with pharmacies and clinicians.
  • Support clinicians with administrative tasks linked to patient care.
  • Act as a chaperone when trained and required.
• Communication and Correspondence
  • Manage generic email accounts and incoming practice correspondence.
  • Process ambulance reports, letters and electronic communications.
  • Print and distribute documentation as required.
  • Ensure all reception tasks are actioned within agreed timescales.
• Operational Responsibilities
  • Open and close reception and practice areas in accordance with procedures.
  • Process payments received in person and by telephone.
  • Manage incoming deliveries, post and internal correspondence.
  • Maintain stock levels of forms, leaflets and administrative supplies.
  • Monitor designated storage and sample areas where applicable.
  • Maintain a clean, professional and welcoming environment.
• Clinics and Service Support
  • Support seasonal vaccination programmes including Flu and COVID clinics.
  • Provide support for Saturday and extended access clinics where required.
  • Assist with patient recalls, invitations and clinic administration.
• Team Working
  • Work collaboratively with colleagues to ensure continuity of service.
  • Respond flexibly to changing workloads and operational pressures.
  • Contribute positively to team objectives and service improvements.

Core Competencies

• Excellent communication, customer service, attention to detail, organisation, digital literacy, professionalism, confidentiality, and problem-solving skills.

Values and Behaviours

• Patient focused, respectful, inclusive, accountable, reliable, professional and committed to continuous improvement.

Confidentiality and Information Governance

• Maintain confidentiality at all times and comply with data protection legislation, information governance standards and practice policies.

Health, Safety and Safeguarding

• Support a safe environment for patients, visitors and colleagues and comply with safeguarding, infection prevention and health and safety procedures.

Training and Development

• Participate in mandatory training, appraisal and ongoing professional development activities.

Flexibility Clause

• This job description is not exhaustive and may be amended to reflect changing service needs.
• The post holder may be required to undertake other duties consistent with the role.