Job summary
At Your Family Practice, we believe in creating a supportive, forward-thinking environment where every team member contributes to exceptional patient care. As a Practice Assistant, youll be the friendly first point of contact for our patients, helping them feel listened to, understood, and cared for, while ensuring our clinical and administrative systems run smoothly behind the scenes.
Youll thrive in this role if you are emotionally intelligent, able to communicate with empathy and professionalism, and passionate about making a difference in peoples lives every day. We value those who are positive, adaptable, and proactive, ready to find solutions, not problems.
Our culture is built on accountability, continuous learning, and a data-oriented mindset, where every action and insight helps us improve patient experience, efficiency, and quality of care. Youll work alongside a dynamic, compassionate team, supported through training, mentorship, and opportunities to grow within an innovative GP practice leading the way in digital healthcare.
Join us if you want more than just a job join a team where your ideas matter, your growth is championed, and your work directly impacts the health and wellbeing of our community.
Main duties of the job
As a Practice Assistant, youll ensure the smooth daily running of our reception and administrative functions. Your responsibilities will include answering patient calls promptly and professionally, managing appointment bookings, handling queries, and directing patients to the right service or clinician.
Youll carry out reception and daily checklists, ensuring all front-desk tasks are completed accurately and on time from checking rooms and supplies to processing documents, prescriptions, and messages on EMIS. Youll also complete allocated tasks assigned by your supervisor or reception manager, supporting wider administrative processes and helping maintain safe, efficient operations across the practice.
This role requires strong communication skills, attention to detail, and a calm, caring approach. Youll work closely with both clinical and management teams, contributing to a positive patient experience and a high-performing workplace. Every day offers a chance to learn, grow, and make a meaningful impact in your community while upholding our values of emotional intelligence, positivity, accountability, continuous learning, and data-driven excellence.
About us
Your Family Practice is a progressive, patient-focused GP surgery at the heart of our community. We pride ourselves on being a place where innovation meets compassion, combining high-quality traditional care with forward-thinking digital systems and a supportive team culture.
Our diverse team includes GPs, nurses, pharmacists, HCAs, and administrative staff who work closely together to deliver seamless, person-centred care. Every team member plays an important role, we believe in empowering our people, sharing knowledge, and celebrating success. The atmosphere here is friendly, inclusive, and energetic, with a strong sense of teamwork and mutual respect.
We live by our core values: being emotionally intelligent, positive, accountable, continuously learning, and data-oriented. These guide how we support our patients and each other every day.
Working with us means joining a practice that invests in your growth through regular training, mentorship, and opportunities to develop new skills. Youll be part of a forward-looking organisation that embraces new technology, encourages new ideas, and truly values work-life balance. Together, were shaping the future of primary care, one patient, one improvement, and one team success at a time.
Job description
Job responsibilities
Key ResponsibilitiesReception and Front-of-House Duties
-
Welcome patients and visitors warmly, ensuring they feel valued and supported.
-
Answer incoming calls promptly, courteously, and professionally using the surgerys telephone system.
-
Handle patient queries, appointment requests, and repeat prescription enquiries efficiently and empathetically.
-
Carry out all daily and reception checklists, ensuring all assigned tasks are completed on time.
-
Register new patients and process changes to patient details in line with NHS and practice protocols.
-
Book, amend, and cancel appointments using EMIS, ensuring accuracy and confidentiality.
-
Ensure the reception area is kept clean, tidy, and patient-friendly throughout the day.
-
Process incoming and outgoing mail, emails, and AccuRx messages.
-
Signpost patients appropriately to other healthcare professionals or community services.
-
Handle cash payments and issue receipts when required.
Administrative and Clerical Duties
-
Maintain accurate patient records, ensuring all data is correctly coded and filed.
-
Process and scan incoming clinical correspondence, test results, and hospital letters.
-
Manage electronic tasks, documents, and workflow items on EMIS and Docman.
-
Support the clinical team with referrals, recall lists, and administrative follow-up.
-
Prepare documents, reports, and registers as requested by managers or clinicians.
-
Complete tasks assigned by the Reception Supervisor, Reception Manager, or Practice Manager within deadlines.
-
Ensure confidentiality and data protection principles are followed at all times in accordance with GDPR and NHS policies.
-
Participate in audits, searches, and data quality improvement activities.
-
Update patient summaries and assist with clinical coding where appropriate.
-
Assist with practice projects and performance programmes (e.g. QOF, NHS Health Checks, and recalls).
Teamwork and Communication
-
Work collaboratively with colleagues to ensure the reception desk is always covered and workflows are managed efficiently.
-
Communicate effectively with clinicians, nurses, pharmacists, and administrative staff to ensure seamless service delivery.
-
Attend regular team meetings and contribute to improving systems and patient experience.
-
Escalate patient or operational concerns promptly to supervisors or the management team.
-
Promote positive working relationships and support new team members during induction.
Operational and Quality Standards
-
Follow all standard operating procedures (SOPs) and policies set by the practice.
-
Report any breaches of confidentiality, safety concerns, or near-misses to the line manager.
-
Ensure the correct use of EMIS, AccuRx, Docman, NHS Mail, and other systems.
-
Maintain a professional appearance and uphold the practices standards of conduct and patient care.
-
Support implementation of new technologies and digital tools to enhance efficiency and patient access.
-
Contribute to the continuous improvement of administrative systems and workflows.
Continuous Learning and Development
-
Engage in ongoing training, including mandatory and role-specific learning (e.g. safeguarding, data protection, CPR).
-
Participate in one-to-one reviews, appraisals, and feedback discussions to support professional growth.
-
Embrace new learning opportunities that align with the practices values:
-
Emotionally Intelligent understanding patient and colleague needs with empathy.
-
Positive maintaining an optimistic, can-do approach.
-
Accountable taking ownership of your work and responsibilities.
-
Continuously Learning growing your skills and knowledge.
-
Data-Oriented supporting accuracy, performance, and decision-making through good data practices.
Health, Safety & Confidentiality
-
Comply with the Health and Safety at Work Act and all related policies.
-
Ensure the safe use of office equipment and report any faults immediately.
-
Maintain patient confidentiality and adhere to Data Protection (GDPR) legislation.
-
Handle personal and clinical information sensitively, ensuring security at all times.
-
Actively participate in infection control procedures and cleanliness standards.
Other Duties
-
Undertake any additional duties required to support the smooth operation of the practice.
-
Provide cover for colleagues during periods of absence or high demand.
-
Contribute ideas to improve patient access, operational efficiency, and service quality.
-
Support patient engagement activities, such as health campaigns and practice events.
Person Specification (Summary)Essential:
-
Excellent communication and interpersonal skills.
-
Strong organisational and time management abilities.
-
Ability to work under pressure while maintaining accuracy and professionalism.
-
Team player with a proactive and flexible approach.
-
Understanding of confidentiality, GDPR, and patient sensitivity.
Desirable:
-
Previous experience in a GP surgery or healthcare setting.
-
Knowledge of NHS systems and terminology.
-
Customer service experience in a busy environment.Confident using IT systems (EMIS Web, AccuRx, Docman, MS Office).
Job description
Job responsibilities
Key ResponsibilitiesReception and Front-of-House Duties
-
Welcome patients and visitors warmly, ensuring they feel valued and supported.
-
Answer incoming calls promptly, courteously, and professionally using the surgerys telephone system.
-
Handle patient queries, appointment requests, and repeat prescription enquiries efficiently and empathetically.
-
Carry out all daily and reception checklists, ensuring all assigned tasks are completed on time.
-
Register new patients and process changes to patient details in line with NHS and practice protocols.
-
Book, amend, and cancel appointments using EMIS, ensuring accuracy and confidentiality.
-
Ensure the reception area is kept clean, tidy, and patient-friendly throughout the day.
-
Process incoming and outgoing mail, emails, and AccuRx messages.
-
Signpost patients appropriately to other healthcare professionals or community services.
-
Handle cash payments and issue receipts when required.
Administrative and Clerical Duties
-
Maintain accurate patient records, ensuring all data is correctly coded and filed.
-
Process and scan incoming clinical correspondence, test results, and hospital letters.
-
Manage electronic tasks, documents, and workflow items on EMIS and Docman.
-
Support the clinical team with referrals, recall lists, and administrative follow-up.
-
Prepare documents, reports, and registers as requested by managers or clinicians.
-
Complete tasks assigned by the Reception Supervisor, Reception Manager, or Practice Manager within deadlines.
-
Ensure confidentiality and data protection principles are followed at all times in accordance with GDPR and NHS policies.
-
Participate in audits, searches, and data quality improvement activities.
-
Update patient summaries and assist with clinical coding where appropriate.
-
Assist with practice projects and performance programmes (e.g. QOF, NHS Health Checks, and recalls).
Teamwork and Communication
-
Work collaboratively with colleagues to ensure the reception desk is always covered and workflows are managed efficiently.
-
Communicate effectively with clinicians, nurses, pharmacists, and administrative staff to ensure seamless service delivery.
-
Attend regular team meetings and contribute to improving systems and patient experience.
-
Escalate patient or operational concerns promptly to supervisors or the management team.
-
Promote positive working relationships and support new team members during induction.
Operational and Quality Standards
-
Follow all standard operating procedures (SOPs) and policies set by the practice.
-
Report any breaches of confidentiality, safety concerns, or near-misses to the line manager.
-
Ensure the correct use of EMIS, AccuRx, Docman, NHS Mail, and other systems.
-
Maintain a professional appearance and uphold the practices standards of conduct and patient care.
-
Support implementation of new technologies and digital tools to enhance efficiency and patient access.
-
Contribute to the continuous improvement of administrative systems and workflows.
Continuous Learning and Development
-
Engage in ongoing training, including mandatory and role-specific learning (e.g. safeguarding, data protection, CPR).
-
Participate in one-to-one reviews, appraisals, and feedback discussions to support professional growth.
-
Embrace new learning opportunities that align with the practices values:
-
Emotionally Intelligent understanding patient and colleague needs with empathy.
-
Positive maintaining an optimistic, can-do approach.
-
Accountable taking ownership of your work and responsibilities.
-
Continuously Learning growing your skills and knowledge.
-
Data-Oriented supporting accuracy, performance, and decision-making through good data practices.
Health, Safety & Confidentiality
-
Comply with the Health and Safety at Work Act and all related policies.
-
Ensure the safe use of office equipment and report any faults immediately.
-
Maintain patient confidentiality and adhere to Data Protection (GDPR) legislation.
-
Handle personal and clinical information sensitively, ensuring security at all times.
-
Actively participate in infection control procedures and cleanliness standards.
Other Duties
-
Undertake any additional duties required to support the smooth operation of the practice.
-
Provide cover for colleagues during periods of absence or high demand.
-
Contribute ideas to improve patient access, operational efficiency, and service quality.
-
Support patient engagement activities, such as health campaigns and practice events.
Person Specification (Summary)Essential:
-
Excellent communication and interpersonal skills.
-
Strong organisational and time management abilities.
-
Ability to work under pressure while maintaining accuracy and professionalism.
-
Team player with a proactive and flexible approach.
-
Understanding of confidentiality, GDPR, and patient sensitivity.
Desirable:
-
Previous experience in a GP surgery or healthcare setting.
-
Knowledge of NHS systems and terminology.
-
Customer service experience in a busy environment.Confident using IT systems (EMIS Web, AccuRx, Docman, MS Office).
Person Specification
Experience
Essential
- Essential:
- Excellent communication and interpersonal skills.
- Strong organisational and time management abilities.
- Confident using IT systems - MS Office
- Ability to work under pressure while maintaining accuracy and professionalism.
- Team player with a proactive and flexible approach.
- Understanding of confidentiality, GDPR, and patient sensitivity.
Desirable
- Desirable:
- Previous experience in a GP surgery or healthcare setting.
- Knowledge of NHS systems and terminology.
- Customer service experience in a busy environment.
- Confident using IT systems - EMIS, ACCURX, DOCMAN.
Person Specification
Experience
Essential
- Essential:
- Excellent communication and interpersonal skills.
- Strong organisational and time management abilities.
- Confident using IT systems - MS Office
- Ability to work under pressure while maintaining accuracy and professionalism.
- Team player with a proactive and flexible approach.
- Understanding of confidentiality, GDPR, and patient sensitivity.
Desirable
- Desirable:
- Previous experience in a GP surgery or healthcare setting.
- Knowledge of NHS systems and terminology.
- Customer service experience in a busy environment.
- Confident using IT systems - EMIS, ACCURX, DOCMAN.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
