Job responsibilities
Job Title: GP Receptionist Location: Clitheroe Health Centre, Clitheroe Reports To: Reception Manager/Practice Manager
Job Summary
As a GP Receptionist at Pendleside Medical Practice, you are a friendly, organised, and professional first point of contact for our patients. Your role is essential in creating a welcoming atmosphere, greeting and assisting patients, managing their inquiries, and directing them to the appropriate services or healthcare professionals. You will also carry out initial patient triage, using your skills and practice protocols to ensure patients are guided to the most suitable care promptly and efficiently.
Main Reception Duties
Phone Handling
- Answer incoming calls promptly, warmly greeting patients and addressing their inquiries or concerns.
- Assess the nature of each call to determine urgency, taking into account any symptoms or needs expressed by the patient.
- Book appointments, direct calls to appropriate team members, or provide self-care advice based on established triage guidelines.
- Log calls and relevant details accurately within the electronic health record system.
- Promptly log onto the telephone system, divert calls as needed, and take accurate messages for colleagues, ensuring timely and appropriate follow-up.
Patient Triage
- Perform initial assessment of patient needs, using practice protocols to identify urgent issues and determine the appropriate course of action.
- Prioritise patients with acute needs or symptoms that require immediate attention, liaising with clinical staff as necessary.
- Provide guidance on available services, booking appointments, or recommending NHS resources for self-care where appropriate.
Front Desk Management
- Welcome patients and visitors in a professional, friendly manner, ensuring they feel supported and informed.
- Register new patients and ensure that all forms are completed accurately and filed correctly in the electronic system.
- Explain practice policies, such as repeat prescription processes or appointment booking procedures, to help patients navigate available services.
- Respond to inquiries and manage patient expectations around appointment availability or potential wait times.
General Support & Organisation
- Deal with practice tasks and assist with various administrative duties, such as photocopying, filing, and ensuring office supplies are stocked.
- Handle requests for patient summary printouts or copies of medical records, ensuring all sensitive information is correctly redacted.
- Maintain a calm and organised reception area, ensuring that patients are managed smoothly during busy periods.
- Ensure any immediate needs, such as home visit requests, are processed in line with practice policies and flagged for clinical review.
- Act as a point of contact for patients with additional needs, assisting them with accessibility or service inquiries.
- Use electronic health record systems (EMIS Web) to log interactions and update patient records accurately.
- Cover for colleagues when necessary, ensuring that all tasks are carried out smoothly and efficiently.
- Update existing patient records as needed, including address or contact information changes.
The duties outlined above illustrate the scope and responsibilities of the role but are not exhaustive. You may be required to perform additional tasks as the role evolves, aligned with the ongoing development of the practice and our business objectives.
Confidentiality
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information about their health and other matters. They do so in confidence and have the right to expect staff to respect their privacy and act appropriately.
- In carrying out the duties outlined in this job description, you may have access to confidential information relating to patients, their carers, practice staff, and other healthcare workers, as well as information regarding the business operations of the practice. All such information, from any source, must be treated as strictly confidential.
- Information relating to patients, carers, colleagues, other healthcare workers, or the practices business may only be shared with authorised individuals in line with the practices confidentiality policies and procedures and in compliance with data protection laws.
Health & Safety
You will support and promote health, safety, and security within the workplace as outlined in the practices health & safety policy, health & safety manual, infection control policy, and established procedures. This includes:
- Using personal security measures according to practice guidelines.
- Identifying risks associated with work activities and performing these activities in a way that minimises risks.
- Utilising training effectively to keep skills and knowledge up to date.
- Following infection control procedures and maintaining work areas in a clean, safe, and hazard-free condition.
- Promptly reporting any health and safety or infection control hazards identified.
- Keeping your work area and general/patient areas clean and contributing to overall cleanliness standards within your role.
- Completing regular infection control training as required.
- Reporting any identified risks.
- Demonstrating a commitment to safeguarding and promoting the welfare of children and vulnerable adults.
Equality and Diversity
You will support the equality, diversity, and rights of patients, carers, and colleagues, by:
- Acting in a way that recognises peoples rights, in line with practice policies, procedures, and relevant legislation.
- Respecting the privacy, dignity, needs, and beliefs of patients, carers, and colleagues.
- Conducting yourself in a manner that is welcoming, non-judgemental, and respectful of each individuals circumstances, feelings, priorities, and rights.
Personal/Professional Development
You will participate in training provided by the practice as part of your employment, including:
- Engaging in an annual performance review, and taking responsibility for recording your personal and professional development.
- Taking responsibility for your own learning, development, and performance, and sharing skills and knowledge with others undertaking similar work.
Quality
You will aim to maintain high-quality standards within the practice by:
- Alerting other team members to issues related to quality and risk.
- Evaluating your own performance and taking responsibility for your actions, whether directly or under supervision.
- Contributing to team effectiveness by reflecting on personal and team performance, and suggesting ways to enhance service delivery.
- Collaborating effectively with other agencies to meet patients needs.
- Managing your time, workload, and resources effectively.
Communication
Recognising the importance of effective communication, you will:
- Communicate effectively with team members.
- Engage effectively with patients and carers.
- Identify and respond to individuals needs for alternative communication methods.
Contribution to Service Implementation
You will:
- Follow practice policies, standards, and guidance.
- Engage with team members about the impact of policies, standards, and guidelines on your work.
- Participate in audits as appropriate.
