Job description

Job responsibilities

Covering reception desk greeting patients and visitors with a professional and friendly manner.

Manage the booking system efficiently, signposting patients to the relevant services.

Answering incoming calls, respond to queries and manage email correspondence promptly.

Assist clinicians as needed, including handling paperwork, stocking consultation rooms and daily end of day duties to ensure the rooms are meeting infection control standards.

Manage office supplies, handling incoming/outgoing post and perform general administrative duties.

Maintain accurate patient records and ensure confidentiality.

Candidates must have strong communication skills, be friendly, reliable and willing to learn and develop their skills. In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy.

The post-holder will support the equality, diversity and rights of patients, carers and colleagues.

The post-holder will participate in any training programme implemented by the practice as part of this employment.

The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members

Communicate effectively with patients and carers

Recognise needs of people for alternative methods of communication and respond accordingly.

Person Specification

Experience

Essential

• Previous experience in dealing with the public such as a receptionist or customer service role. Excellent interpersonal and communication skills. Willingness to learn new skills. Flexibility. Ability to work in a fast paced environment. Attention to detail and ability to prioritise own workload. Calm and caring attitude.

Desirable

• Previous work experience in General Practice or similar setting

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

Park Lane Practice

Address

1-6 City Green

Sunderland

Tyne & Wear

SR2 7BA

United Kingdom

Employer's website

https://parklanepracticesunderland.nhs.uk/ (Opens in a new tab)

Job description

Job responsibilities

Covering reception desk greeting patients and visitors with a professional and friendly manner.

Manage the booking system efficiently, signposting patients to the relevant services.

Answering incoming calls, respond to queries and manage email correspondence promptly.

Assist clinicians as needed, including handling paperwork, stocking consultation rooms and daily end of day duties to ensure the rooms are meeting infection control standards.

Manage office supplies, handling incoming/outgoing post and perform general administrative duties.

Maintain accurate patient records and ensure confidentiality.

Candidates must have strong communication skills, be friendly, reliable and willing to learn and develop their skills. In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy.

The post-holder will support the equality, diversity and rights of patients, carers and colleagues.

The post-holder will participate in any training programme implemented by the practice as part of this employment.

The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members

Communicate effectively with patients and carers

Recognise needs of people for alternative methods of communication and respond accordingly.

Person Specification

Experience

Essential

• Previous experience in dealing with the public such as a receptionist or customer service role. Excellent interpersonal and communication skills. Willingness to learn new skills. Flexibility. Ability to work in a fast paced environment. Attention to detail and ability to prioritise own workload. Calm and caring attitude.

Desirable

• Previous work experience in General Practice or similar setting

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

Park Lane Practice

Address

1-6 City Green

Sunderland

Tyne & Wear

SR2 7BA

United Kingdom

Employer's website

https://parklanepracticesunderland.nhs.uk/ (Opens in a new tab)

Job description

Job responsibilities

Covering reception desk greeting patients and visitors with a professional and friendly manner.

Manage the booking system efficiently, signposting patients to the relevant services.

Answering incoming calls, respond to queries and manage email correspondence promptly.

Assist clinicians as needed, including handling paperwork, stocking consultation rooms and daily end of day duties to ensure the rooms are meeting infection control standards.

Manage office supplies, handling incoming/outgoing post and perform general administrative duties.

Maintain accurate patient records and ensure confidentiality.

As Reception Supervisor, you will provide leadership and day-to-day support to the reception team. You will:

• Assist in the recruitment, induction, training, and development of reception staff.
• Maintain and update reception handbooks and "how to" guides.
• Lead by example, modelling professional behaviour and a patient-first approach.
• Monitor mandatory training compliance and support ongoing staff development..
• Create and manage weekly reception rotas, approve annual leave, and arrange cover where required.
• Manage day-to-day team issues and resolve conflicts, escalating to management where necessary.
• Deal with more complex patient enquiries, including informal complaints, before escalation.
• Continually assess and evaluate reception systems, recommending improvements to the Practice Manager.

Person Specification

Qualifications

Essential

• Minimum GCSE English and Maths Grade C/4 (or equivalent).
• Experience using EMIS

Desirable

• Additional training or certification in medical office administration or healthcare administration

Experience

Desirable

• Previous experience in a medical receptionist role or similar administrative position (preferred).
• Excellent interpersonal and communication skills, with the ability to interact professionally with patients, staff, and visitors.
• Proficiency in using computer software for appointment scheduling, electronic medical records, and general office tasks.
• Strong organisational skills and attention to detail, with the ability to multitask and prioritise tasks in a fast-paced environment.
• Knowledge of medical terminology, billing procedures, and privacy regulations.
• Compassionate and empathetic attitude towards patients, with a commitment to providing outstanding customer service.
• Knowledge of patient confidentiality, the Data Protection Act 2018, and GDPR.

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

Park Lane Practice

Address

1-6 City Green

Sunderland

Tyne & Wear

SR2 7BA

United Kingdom

Employer's website

https://parklanepracticesunderland.nhs.uk/ (Opens in a new tab)