The post holder will be first point of contact for patients in person and by telephone. The post holder will be expected to work in reception and meet and greet patients and handle their queries with an awareness of the needs of the patient. It is the role of the receptionist to assist patients in the easiest possible way to see a clinician and be friendly courteous and efficient at all times. Duties as below: To be helpful and friendly to patients who make contact with the practice by phone or in person providing the best possible patient service.
To be courteous and helpful at all times to patients, visitors and colleagues. Answering the phone promptly and courteously. To divert calls, take and pass on messages accurately in line with practice procedures. Triaging patients, booking appointments as required, taking requests for home visits and answering queries in a friendly and helpful manner.
To keep patients informed of any delays or problems when they are in the practice and deal with any concerns that may arise. To assist with cancelling and rescheduling appointments as required. Finding notes or other information for clinical staff as requested. Making phone calls for clinical staff when requested.
Dealing with requests for assistance from Doctors, Nurses and other members of the clinical team. Ensure adequate supplies of new patient forms are available, new patient appointments where appropriate. Ensure relevant forms have been fully completed by the patient. Ordering ambulances and interpreters for patients as required.
Updating the computerised appointments system as required. Registering new patients, making up notes and entering their details on the computer system. Checking patient details are current and correct and then update patient records. Ensure total familiarity with all appointments systems including regular & incidental variations.
To fully understand how the telephone system works. To work as a team member with your reception colleagues. Deal with patient complaints sensitively and according to the practice complaints procedure. To ensure that the patient waiting areas are clean and tidy.
At the end of each session to tidy up rooms and tidy up any magazines and leaflets. To check the patient toilets on a regular basis to ensure stocked and clean. In conjunction with the Prescriptions team, ensure that patients are aware of the 48 hour turn-around for prescription requests. Be aware of all Reception and office protocols.
Become familiar with Hospital & laboratory courier collections & ensure procedure is adhered to. Advise patients of non-NHS & private services charges, accept payments & issue receipt. To open and close the practice at the beginning and end of the day, checking security and setting the alarms as necessary. Maintain Confidentiality at all times

Please refer the Job description for details