Receptionist/Care Co-ordinator

High Road Family Doctors; Benfleet; On-site; GBP 20,000 - 25,000; Full time

Job summary

A local GP surgery in Benfleet is seeking a dedicated Receptionist to manage patient interactions and provide administrative support. This role requires strong communication skills and the ability to handle multiple tasks in a busy environment. Responsibilities include greeting patients, managing appointments, and handling queries. Previous experience in a healthcare setting is preferred. The ideal candidate will have a calm and professional demeanor, ensuring a positive experience for all patients.

Benefits

Full training provided

Ongoing learning and development opportunities

Qualifications

• Excellent communication and interpersonal skills needed for effective patient interactions.
• Strong organisational and multitasking abilities to handle a busy environment.
• Good IT skills and proficiency in SystmOne for clinical tasks.

Responsibilities

• Greet patients and visitors in a courteous manner.
• Manage patient queries and appointments efficiently.
• Support clinicians with administrative tasks and maintain confidentiality.

Skills

Excellent communication and interpersonal skills

Strong organisational and multitasking abilities

Ability to work under pressure

Good IT skills

Professional, calm, and empathetic manner

Knowledge of SystmOne IT system

Understanding of NHS services and procedures

Customer service experience

Education

Experience in a GP practice or healthcare setting

Job description

Answering the telephone.Greet and direct patients and visitors.Process appointment request for today and future appointments form patientsby telephone, email and in person.To record and relay messages as required.Managing the (Online Triage) requests.Dealing with all enquiries from patients and signposting them to the rightservices and clinicians.Booking and cancelling appointments.Deal with non-clinical enquiries regarding prescriptions.Deal & recording home visit requests.To collect payments from patients for non-NHS services.To deal with reception tasks in a timely manner.General housekeeping tidying up waiting room and reception area ensuringneat and presentable.Filing of notes, correspondence, results etc.Liaise with other agencies on behalf of the GPs as and when directed.To always maintain patient confidentiality.Telephoning patients when necessary.Using SystmOne IT System.

Main duties of the job

You will receive, assist and direct patients in accessingthe appropriate service or healthcare professional in a courteous, efficientand effective way either via telephone or face to face contact. We want you toprovide general assistance to the practice team.

You will be the first point of contact ie front of house forall our patients and external visitors into the practice and you will beexpected to maintain a calm, professional outlook as well as a helpful andunderstanding manner of our patients needs which will always vary and you willproject a positive and friendly image to all our patients and other visitors,either in person, via email or via the telephone.

You will need:Strong inter-personal and prioritisation skills.To be committed to delivering a quality service, be a team player andproactively identify continuous improvement opportunities and implement them.Adaptability & flexibility to have the ability to plan and respond tochanges and understand the impact that these changes can have on the overallservice delivery of the practice.

About us

High Road Family Doctors is a small GP Surgery in Benfleet High Road. We have a list size of approximately 4500 patients and provide a personal friendly holistic approach to the care we offer our patients.

We are a team of 10 regular staff in addition to GP Partners, Registrars and regular PCN staff.

We are a very friendly team with a stable staffing structure.

Job responsibilities

Key Responsibilities

Patient Care & Communication

Greet patients and visitors in a courteous and professional manner

Answer incoming telephone calls promptly and efficiently

Book, amend, and cancel appointments using the clinical system

Manage patient queries, signposting to appropriate clinicians or services

Handle patient requests such as repeat prescriptions and test results (in line with practice protocols)

Maintain patient confidentiality at all times

Administrative Duties

Register new patients and update patient records accurately

Process correspondence, referrals, and clinical documents

Maintain accurate data entry on the practice clinical system

Support clinicians and management with general administrative tasks

Assist with recall and appointment systems (e.g. chronic disease reviews)

Practice Support

Ensure the reception area is tidy, safe, and welcoming

Follow practice policies, procedures, and NHS guidelines

Support the practice team during busy periods

Assist with opening and closing procedures when required

Person Specification

Qualifications

• Excellent communication and interpersonal skills
• Strong organisational and multitasking abilities
• Ability to work under pressure in a busy environment
• Good IT skills and attention to detail
• Professional, calm, and empathetic manner
• Understanding of the importance of confidentiality and data protection
• Previous experience in a GP practice or healthcare setting
• Knowledge of GP clinical systems (e.g. EMIS, SystmOne)
• Understanding of NHS services and procedures
• Customer service or administrative experience
• Training & Development
• Full training will be provided
• Ongoing learning and development opportunities available

Knowledge and skills

• Excellent communication and interpersonal skills
• Strong organisational and multitasking abilities
• Ability to work under pressure in a busy environment
• Good IT skills and attention to detail
• Professional, calm, and empathetic manner
• Understanding of the importance of confidentiality and data protection
• Previous experience in a GP practice or healthcare setting
• Knowledge of Systmone IT system
• Understanding of NHS services and procedures
• Customer service or administrative experience