Receptionist- Maternity cover

NHS Jobs; Sheffield; On-site; GBP 21,000 - 24,000; Full time

Job summary

Grenoside Surgery in Sheffield is seeking a friendly Receptionist to join our busy primary care team. You will act as the first point of contact for patients and visitors, manage queries in person, by phone and online, and support the Total Triage process to direct patients to the right clinician.

The role combines reception, administration, patient navigation and care coordination, with a strong emphasis on confidentiality, accuracy and excellent customer service.

Qualifications

• Demonstrate excellent communication and customer service skills.
• Be confident using IT systems and adapting to new technology.
• Be organised, accurate and able to prioritise workload effectively.
• Remain calm and professional when dealing with challenging situations.
• Show empathy, compassion and understanding when supporting patients.

Responsibilities

• Reception and Patient Services: welcome and assist patients and visitors; manage enquiries face-to-face, by telephone, online, NHS App messaging and other digital channels.
• Appointment and Triage Administration: process and manage contacts; book/amend/cancel appointments; escalate urgent requests.
• Clinical Administration: scan/code/process clinical correspondence; manage documents; support prescription administration.
• Communication and Coordination: liaise with GPs, nursing teams, hospitals, social services and other professionals; escalate safeguarding concerns.
• Operational Responsibilities: open/close premises; ensure rooms and supplies; maintain filing systems and handovers between shifts.
• Quality and Safety: adhere to policies; report incidents; support safeguarding and infection control.
• Team Working and Development: cover for colleagues; attend meetings; participate in service improvements.

Skills

Communication

IT literacy

Organisational skills

Empathy

Job description

JOB DESCRIPTION: RECEPTIONIST Based At: Grenoside Surgery (although you may be required to work at Wadsley Bridge Medical Centre as service needs require). Responsible to: Practice Manager / Reception Team Leader Job Purpose The Receptionist is often the first point of contact for patients and visitors and plays a vital role in delivering excellent patient care and customer service. The post holder will provide a professional, efficient, friendly and compassionate reception and administrative service, supporting the practice's Total Triage model and ensuring patients are signposted to the most appropriate clinician or service. The role combines reception, administration, patient navigation, and care coordination duties, requiring excellent communication skills, confidentiality, and the ability to work effectively within a busy primary care environment. The post holder will support the delivery of safe, effective, and accessible healthcare services, ensuring that patient requests are managed appropriately and in accordance with practice protocols.

Main Duties and Responsibilities

• Reception and Patient Services Receive, welcome and assist patients, carers and visitors in a professional and courteous manner. Manage patient enquiries face-to-face, by telephone, online consultation systems, NHS App messaging, and other digital communication channels. Support the practice's Total Triage model by gathering appropriate information from patients and directing requests to the most suitable clinician, healthcare professional, or service. Signpost patients to alternative NHS and community services where appropriate. Explain practice procedures, services, and appointment processes to patients. Maintain patient confidentiality at all times in accordance with GDPR and practice policies. Assist patients with accessing online services and digital healthcare tools.
• Appointment and Triage Administration Process and manage incoming patient contacts through the practice's Total Triage system. Ensure patient requests are accurately recorded and appropriately actioned. Book, amend and cancel appointments in line with practice protocols and clinician availability. Manage urgent requests and ensure these are escalated promptly according to practice procedures. Receive and record home visit requests and ensure these are passed to the appropriate clinician.
• Clinical Administration Scan, code and process clinical correspondence onto patient records. Process incoming documents and ensure accurate filing within the clinical system. Manage tasks and workflow requests generated by clinicians and external organisations. Support prescription administration processes, including: Repeat prescription requests Electronic Prescription Service (EPS) Care Home prescriptions NOMAD prescriptions Support registration of new patients and amendments to patient demographic information. Maintain accurate and up-to-date patient records.
• Communication and Coordination Liaise effectively with: GPs and clinical staff Community nursing teams Hospitals and secondary care providers Social services Ambulance services Care homes Other healthcare professionals and external agencies Ensure messages are communicated accurately and promptly. Escalate safeguarding, clinical or operational concerns appropriately.
• Operational Responsibilities Open and close the premises as required, following practice security procedures. Check waiting areas are clean, tidy and welcoming. Ensure consulting rooms have access to appropriate stationery and administrative supplies. Open and distribute incoming post. Support stock monitoring and ordering of office supplies. Assist with maintaining accurate records and filing systems. Ensure reception areas are left tidy and handovers are completed effectively between shifts. Support the wider administration and reception teams during periods of increased demand.
• Quality and Safety Adhere to all practice policies, procedures and protocols. Comply with Health and Safety requirements. Report incidents, hazards, complaints or concerns appropriately. Maintain awareness of safeguarding responsibilities for children and vulnerable adults. Support infection prevention and control measures within the practice. Check and record clinical fridge temperatures when required and in the absence of nursing staff.
• Team Working and Development Work flexibly across reception and administrative functions to support practice needs. Provide cover for colleagues during periods of absence or annual leave. Attend practice meetings, training events and mandatory learning sessions. Participate in service improvement initiatives and contribute positively to team objectives. Undertake any other duties commensurate with the role and grade as requested by the Practice Manager or Reception Team Leader.

Person Specification

• Demonstrate excellent communication and customer service skills.
• Be confident using IT systems and adapting to new technology.
• Be organised, accurate and able to prioritise workload effectively.
• Remain calm and professional when dealing with challenging situations.
• Show empathy, compassion and understanding when supporting patients.
• Understand the importance of confidentiality and information governance.
• Work effectively both independently and as part of a team.
• Be willing to learn and adapt to changes within primary care and general practice.

The duties outlined above are not exhaustive and may be amended in line with service requirements.