ReceptionistNHS

Job summary

We are looking for a Receptionist/Administrator to join our friendly and supportive team at Purbeck Health Centre. This is an important front-line role where you will help patients access the right care while supporting the smooth day-to-day running of the practice.

We are looking for someone who is

• Friendly, approachable and professional
• Reliable, organised and able to manage competing priorities
• Confident communicating with patients and colleagues
• Comfortable using computers and learning new systems
• Able to work independently and as part of a team
• Committed to providing excellent patient service

Previous experience in a GP practice or healthcare setting would be helpful, but it is not essential. Full training will be provided, and you will be supported by an experienced team who take pride in delivering excellent care and service to our patients.

If you are looking for a rewarding and varied role where you can make a real difference to patients every day, we would love to hear from you.

Main duties of the job

What you will be doing

•

• Answering telephone calls and responding to patient enquiries
• Welcoming patients at the reception desk
• Booking and managing appointments
• Completing a variety of administrative tasks
• Working closely with our clinical and administrative teams
• Handling confidential information professionally

The role is busy and varied, so you will need excellent communication and organisational skills, good attention to detail, and the ability to remain calm under pressure.

Job description

Job DescriptionJob title: Receptionist/AdministratorLocation: Purbeck Health Centre, Milton KeynesHours:Working pattern to be agreedReports to: Reception Lead/Practice Manager

Job PurposeThe Receptionist/Administrator will be one of the first points of contact for patients and visitors. The postholder will provide a professional and welcoming reception service, manage telephone calls and patient enquiries, and complete a range of computer-based administrative duties.

The role is essential to supporting the smooth day-to-day running of the practice and ensuring patients receive a helpful, efficient and respectful service.

Main Duties and ResponsibilitiesReception and Front Desk

• Welcome patients and visitors in a friendly, caring and professional manner.
• Check patients in for appointments and assist with general enquiries.
• Support the smooth flow of patients through the practice.
• Communicate with clinicians and other team members when required.
• Keep the reception area calm, tidy and organised.
• Respect patients privacy and maintain confidentiality at all times.

Telephone Calls and Patient Enquiries

• Answer incoming telephone calls promptly and courteously.
• Book, amend and cancel appointments accurately using SystmOne.
• Respond to general enquiries and direct patients to the appropriate service or member of staff.
• Follow practice procedures when receiving urgent or emergency calls and escalate concerns immediately where required.
• Take clear and accurate messages and pass them to the appropriate clinician or administrator promptly.
• Communicate sensitively with patients who may be worried, distressed or frustrated.

Administrative and Computer-Based Duties

• Update patient contact details, appointment information and records accurately.
• Process online appointment requests, messages and administrative queries.
• Maintain accurate patient records, tasks and worklists on SystmOne.
• Monitor emails, call queues and other practice communication systems.
• Support the smooth running of the days appointments and reception services.
• Complete general administrative duties, including printing letters, preparing lists and entering data.
• Follow practice procedures for filing, communication and information sharing.

Teamwork and Communication

• Work closely with reception colleagues to maintain appropriate cover for the front desk and telephone lines.
• Communicate clearly and professionally with clinicians, administrators and management.
• Provide additional cover during colleagues annual leave or sickness where required.
• Attend team meetings, training sessions and practice updates.
• Contribute ideas that could improve patient services or working processes.
• Promote a positive, respectful and supportive working environment.

Professional Conduct and Compliance

• Follow all practice policies and procedures, including those relating to confidentiality, safeguarding, information governance and data protection.
• Maintain a professional, respectful and positive approach.
• Report incidents, risks or concerns promptly to the Reception Lead or Practice Manager.
• Complete all required mandatory training.
• Keep knowledge of practice systems, policies and procedures up to date.
• Work within the responsibilities and boundaries of the role.

Skills and AttributesEssential

• Excellent communication and telephone skills.
• A friendly, polite and approachable manner.
• Confidence using computers and learning new systems.
• Good organisational skills and the ability to manage competing priorities.
• Ability to remain calm and professional in a busy environment.
• Strong attention to detail and accuracy.
• A reliable, flexible and supportive approach to teamwork.
• Understanding of the importance of patient confidentiality.
• Commitment to providing a high standard of patient service.

Desirable

• Previous experience in a GP practice, healthcare setting or customer-facing role.
• Experience using SystmOne or another clinical record system.

Equality, Diversity and InclusionThe postholder must promote equality, diversity and inclusion and treat all patients, visitors and colleagues with dignity, fairness and respect.

Health and SafetyThe postholder must take reasonable care of their own health and safety and that of others who may be affected by their work. Any hazards, incidents or concerns must be reported promptly in accordance with practice procedures.

Confidentiality and Data ProtectionAll patient, staff and practice information must be treated as confidential. The postholder must follow UK GDPR, data protection requirements, NHS information governance standards and practice policies.

General ResponsibilitiesThe postholder will be expected to:

• Uphold the values and reputation of Purbeck Health Centre.
• Follow all practice policies, procedures and applicable NHS requirements.
• Take responsibility for their own learning, training and professional development.
• Contribute to a positive, supportive and inclusive workplace.
• Carry out other reasonable duties appropriate to the role.

This job description provides an overview of the role and is not exhaustive. Duties may change as the needs of the practice develop, following appropriate discussion with the postholder and their line manager.

About us

Purbeck Health Centre is a well-established and forward-thinking GP practice based in Milton Keynes. We provide high-quality, patient-centred care to a broad and diverse local community.

Our friendly and supportive team is committed to creating a safe, professional and welcoming environment for both our patients and staff. Our clinical team includes GPs, nurses, healthcare assistants, pharmacists, paramedics and social prescribers, supported by a skilled and experienced administrative team.

We are part of a strong Primary Care Network and work closely with other local practices and community services to provide coordinated, joined-up care for our patients.

We use the SystmOne clinical system and continue to modernise our processes to improve patient access, communication and efficiency. Teamwork, respect and clear communication are at the heart of everything we do.

Why Join Our Team?We value our staff and take pride in providing a supportive and well-organised workplace where everyone is encouraged to:

• Learn and develop their skills
• Share ideas and contribute to improvements
• Work collaboratively as part of a multidisciplinary team
• Make a positive difference to patients and the local community

Joining Purbeck Health Centre means becoming part of a positive, forward-looking practice that genuinely cares about its people and its patients.