Receptionist/Administrator

Job description

Job responsibilities

Role Summary:

This is a dual-role position designed to support the smooth running of front desk and administrative functions at St Werburghs Practice for the Homeless. The post holder will be the first point of contact for patients, many of whom face complex challenges including homelessness, trauma, addiction, and mental health issues. This role requires exceptional empathy, non-judgemental communication, flexibility, and an understanding of vulnerable populations. The administrator/receptionist will also provide general assistance to the practice team, maintain confidentiality, and ensure high standards of service in line with practice policies.

Main Duties and Responsibilities:

Reception Duties:

• Greet patients and visitors in a kind, respectful, and professional manner.
• Book, amend, and cancel appointments in line with practice procedures.
• Answer phone calls, triage queries, redirect or resolve issues as needed.
• Manage patient requests for information, prescriptions, and referrals.
• Process repeat prescription requests, liaising with clinical staff and pharmacies.
• Maintain reception area cleanliness, ensure stock of forms and leaflets.
• Provide information about practice services and processes.
• Check patients in, record attendance, and manage waiting room flow.
• Monitor safeguarding concerns in missed appointments and escalate as needed.

Administrative Duties:

• Scan, upload, and file patient documentation accurately.
• Action emails and correspondence, manage incoming/outgoing post.
• Input and update data in patient records and clinical systems (e.g. EMIS).
• Process patient registrations, deductions, and record amendments.
• Assist with summarising new patient records.
• Handle Subject Access Requests and third-party documentation.
• Support clinical and managerial staff with admin as required.
• Ensure effective communication with community partners and health professionals.

Safeguarding Responsibilities:

• Be alert to potential indicators of abuse or neglect and act on concerns appropriately.
• Participate in training as outlined in the Intercollegiate Documents.
• Attend safeguarding and multidisciplinary meetings when required.
• Understand confidentiality and information sharing policies.

Essential Skills and Qualities:

• Warm, empathetic, and respectful communication style.
• Ability to work in a diverse, pressured, and emotionally challenging environment.
• Excellent organisational and multitasking skills.
• Strong IT skills including use of Office and clinical systems (e.g., EMIS).
• High level of discretion, professionalism, and confidentiality.
• Able to work independently and as part of a multidisciplinary team.
• Sensitive to the unique needs and experiences of those experiencing homelessness.

Desirable Qualifications and Experience:

• NVQ Level 2 or equivalent in Administration or Customer Service
• Experience in a primary care, social care, or charity environment
• Knowledge of trauma-informed approaches or safeguarding principles
• Previous use of EMIS or clinical software

Other Requirements:

• Willingness to work flexibly and support colleagues as needed
• Full DBS check required
• Participation in training and personal development

Note: This job description is subject to periodic review and may be amended in consultation with the post holder to reflect evolving service needs.

Person Specification

Qualifications

Essential

• Qualifications and Training:
• 1. Good level of education/GCSE incl English Language
• 2. Good level of Numeracy
• Knowledge and experience:
• 1.Experience of working within an public reception environment
• 2.Experience of working in a customer care environment
• Skills:
• 1. Good IT skills/Keyboard skills
• 2. Strong communication and customer service.
• 3. Ability to deal with confidential and sensitive information
• 4. Excellent English written and oral
• 5. Ability to work to protocols and follow process, however ability to use own judgement, resourcefulness and common sense
• 6. Experience of managing complex situations in a busy and pressured environment
• 7. Able to work with multi-disciplinary team
• Attributes and behaviours:
• 1. Always puts the patient first
• 2. Willing and able to take personal responsibility
• 3. Takes pride in their work and is reliable and flexible

Desirable

• NVQ 2 or equivalent qualification.
• Previous healthcare experience.

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.

Employer details

Employer name

Issa Medical Centre

Address

St. Werburghs Practice

George Street

Chester

CH1 3EQ

Employer's website

https://www.issamedicalgroup.co.uk (Opens in a new tab)