Job Description Receptionist Role Purpose To provide a professional, efficient and welcoming front-line service for patients and visitors, supporting the Practice team and ensuring smooth day-to-day operations. Key Duties Greet, assist and direct patients courteously, ensuring they access the correct service or healthcare professional. Deliver general administrative support to the Practice team while maintaining a positive, friendly approach both in person and over the telephone. Answer incoming calls promptly and handle patient enquiries in a professional manner.
Book, amend, and cancel patient appointments efficiently using the clinical system. Provide reception cover during periods of annual leave and sickness. Carry out additional administrative tasks as required. Responsibilities (not exhaustive and subject to change depending on Practice needs): Open and secure the premises in line with Practice protocols.
Provide an effective reception service to patients and visitors. Handle enquiries courteously and confidentially, making and managing appointments as required. Prioritise urgent requests and ensure they are dealt with appropriately. Register new patients and explain Practice procedures.
Manage telephone calls promptly and efficiently, directing queries to the right healthcare professional. Process and distribute post, emails, referrals, and messages accurately and on time. Scan, photocopy, and file documents in line with Practice procedures. Support clinics by ensuring smooth running of morning and evening sessions.
Manage tasks, notifications, and IT system messages daily. Process repeat prescriptions within agreed timeframes. Maintain accurate patient records and filing systems. Record home visit requests and produce summary printouts when required.
Chase and manage results, escalating urgent findings to GPs. Handle samples safely and in line with infection control protocols. Provide chaperone support when required. Manage payments for private services, issue receipts, and maintain petty cash responsibly.
Restock consulting rooms and manage incoming deliveries. Support Practice targets (e.g. QOF, chronic disease management) and specialist clinic bookings. Attend team meetings and mandatory training.
Provide cover for colleagues, including during holidays and out-of-hours sessions. Undertake any other reasonable duties requested by management or partners. Confidentiality All staff must respect patient confidentiality and handle sensitive information in line with Practice policies and GDPR. Information may only be shared with authorised individuals when appropriate.
Health & Safety Staff are responsible for promoting and maintaining a safe working environment, following Practice health & safety and infection control policies, reporting risks promptly, and keeping work areas clean and hazard-free. Equality & Diversity Staff must respect the privacy, dignity, beliefs, and rights of patients, carers, and colleagues, acting in a professional and inclusive manner at all times. Personal & Professional Development Participate in annual performance reviews. Take responsibility for personal learning and professional growth.
Share skills and knowledge with colleagues as appropriate. Quality Take responsibility for quality and risk within own role. Reflect on work and contribute to team improvements. Manage time, workload, and resources effectively.
Work collaboratively with external agencies to meet patient needs. Communication Communicate clearly and effectively with patients, carers, and colleagues. Answer calls promptly and professionally, ensuring queries are dealt with or redirected appropriately. Adapt communication methods where necessary to meet individual needs.
Contribution to Practice Services Apply Practice policies, standards, and guidance. Participate in audits and service development where appropriate

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