Receptionist / Practice Administrator

Job summary

The Panton Practice is looking for a friendly, organised and reliable Receptionist / Administrator to join our busy and supportive GP practice team.

This is a varied role at the heart of the practice, combining patient-facing reception work with a range of administrative duties. We are looking for someone who communicates well, enjoys working as part of a team and can remain calm and professional in a busy environment.

Previous experience within a GP surgery or NHS setting would be helpful, but it is not essential. We are happy to consider applicants with strong customer service or administrative experience who are keen to learn.

Main duties of the job

The successful candidate will be involved in a broad range of reception and administrative duties, including:

• Welcoming patients and dealing with enquiries at reception
• Answering telephone calls and helping patients access the most appropriate service
• Booking and managing appointments
• Processing patient requests and administrative queries
• Managing and processing eConsult and other online consultation requests
• Using SystmOne, our clinical system, to access and update patient records, book appointments, process tasks and support the clinical team
• Handling correspondence, documents and incoming information
• Processing clinical and administrative tasks in a timely and accurate manner
• Supporting the clinical team with day-to-day administrative work
• Maintaining accurate and confidential patient records
• Signposting patients to appropriate services
• Working closely with GPs, nurses and the wider practice team
• Providing cover and support to colleagues across the practice as required

The role requires good judgement and attention to detail, particularly when managing patient requests, online consultations and clinical administration. Full training will be provided to ensure the successful candidate is confident using our systems and practice processes.

About us

About Us: The Panton Practice is a large GP practice dedicated to serving a diverse population of 16,500 patients. Our team is comprised of experienced professionals, including 4 GP Partners, Salaried GPs, Nurse Practitioners, Paramedic Practitioners, Practice Nurses, and our invaluable Reception and Admin team.

Job responsibilities

The Panton Practice, Bournemouth

Job Title

GP Receptionist / Administrator

Responsible to

Practice Manager & Reception Manager

Accountable to

GP Partners

Location

The Panton Practice, Bournemouth

Hours

37.5 - flexible shift working

Salary

£12.71 per hour

Job Purpose

The GP Receptionist / Administrator is an important member of the practice team and is often the first point of contact for patients.

The postholder will provide a professional, efficient and welcoming reception and administrative service to patients, carers, clinicians and external organisations.

The role includes face-to-face reception duties, telephone work, managing appointments, processing online requests including eConsult, using SystmOne, handling correspondence and supporting the wider clinical and administrative team.

The postholder must work accurately, maintain confidentiality and be able to recognise when information requires escalation to an appropriate clinician or senior member of staff.

Main Duties and ResponsibilitiesReception and Patient Services

• Welcome patients, carers and visitors in a friendly, professional and courteous manner.
• Deal with face-to-face enquiries and provide information about practice services and procedures.
• Assist patients who may be anxious, distressed, frustrated or unwell.
• Signpost patients to the most appropriate service or member of the practice team in line with practice procedures.
• Maintain patient privacy and confidentiality at all times.
• Support patients who may have communication or accessibility needs.
• Help maintain a safe, organised and welcoming reception environment.

Telephone Duties

• Answer incoming calls promptly and professionally.
• Establish the nature of the patient's request and ensure it is handled appropriately.
• Book, amend and cancel appointments.
• Take accurate messages and forward them to the appropriate person.
• Recognise potentially urgent requests and escalate them in accordance with practice procedures.
• Provide appropriate information regarding appointments, prescriptions, referrals and other practice services.
• Remain calm and professional when dealing with difficult or sensitive conversations.

Appointment Management

• Book appointments with GPs, nurses, healthcare assistants and other members of the multidisciplinary team.
• Ensure appointments are booked into the correct clinic and appointment type.
• Follow practice procedures for urgent, same-day and routine requests.
• Assist with changes to clinician appointment books and contact patients when appointments need to be rearranged.
• Support the effective use of appointments by directing patients to the most appropriate service.

eConsult and Online Requests

• Monitor and process eConsult and other online consultation requests.
• Direct requests to the appropriate clinician or administrative team.
• Identify requests that may require prompt attention and escalate appropriately.
• Contact patients where further administrative information is required.
• Ensure requests are processed within practice timescales.
• Record relevant information accurately within the patient's clinical record.
• Support patients who require assistance using online services.
• Avoid making clinical decisions outside the scope of the role.

SystmOne Clinical System

The postholder will use SystmOne as the practice's main clinical and administrative system.

Duties will include:

• Accessing patient records appropriately.
• Updating demographic and contact details.
• Booking and amending appointments.
• Recording accurate administrative information.
• Processing electronic tasks and messages.
• Creating and managing tasks for clinicians and colleagues.
• Uploading and filing documents and correspondence.
• Recording patient communication accurately.
• Maintaining high standards of data quality.
• Ensuring information is entered against the correct patient record.
• Following practice procedures for workflow and document management.

General Administration

• Process administrative requests from patients, clinicians and external organisations.
• Deal with incoming and outgoing correspondence.
• Scan, upload, file and distribute documents appropriately.
• Process emails and electronic communications.
• Complete routine administrative tasks accurately and within required timescales.
• Maintain accurate records and filing systems.
• Assist with forms, letters and practice documentation.
• Support the administration of clinics and other practice services.
• Provide cover and assistance to colleagues during busy periods and staff absence.

Clinical Correspondence and Workflow

Depending on training and allocation of duties, the postholder may:

• Process incoming hospital and community correspondence.
• Forward documents to the appropriate clinician.
• Complete administrative actions arising from correspondence.
• Process electronic tasks generated by clinicians.
• Ensure correspondence is attached to the correct patient record.
• Identify information requiring urgent clinical attention and escalate appropriately.
• Follow agreed practice document management procedures.

Prescriptions and Medication Queries

Within practice procedures, the postholder may:

• Receive repeat prescription requests.
• Explain prescription processes and expected timescales.
• Direct medication queries to the appropriate clinician or pharmacy team.
• Process administrative elements of prescription requests.
• Escalate urgent medication concerns appropriately.

The postholder must not provide clinical medication advice.

Test Results

• Deal with patient enquiries regarding test results in accordance with practice procedures.
• Communicate only information authorised for release to the patient.
• Arrange follow-up appointments or actions where instructed by a clinician.
• Escalate any uncertainty regarding a result to an appropriate clinician.
• Maintain confidentiality when discussing results.

Referrals and Patient Pathways

• Assist with administrative aspects of referrals.
• Respond to patient enquiries regarding referral progress.
• Direct queries to the appropriate team.
• Process information received from hospitals and community services.
• Escalate urgent referral-related correspondence promptly.
• Maintain accurate records of actions taken.

Registration and Patient Records

• Process new patient registrations.
• Check registration information for completeness and accuracy.
• Update patient demographic details.
• Process changes of address and contact information.
• Support patients with access to online services.
• Follow practice procedures regarding patient record access.

Confidentiality and Information Governance

The postholder must:

• Maintain confidentiality at all times.
• Access patient records only where required for their role.
• Comply with UK GDPR, the Data Protection Act and NHS information governance requirements.
• Follow practice policies on confidentiality and information security.
• Take care when discussing sensitive information by telephone, email or in person.
• Report any suspected confidentiality or data breach immediately.

Safeguarding and Patient Safety

• Complete safeguarding training appropriate to the role.
• Be alert to potential safeguarding concerns.
• Escalate safeguarding concerns promptly to the appropriate clinician or safeguarding lead.
• Report patient safety concerns, errors and near misses.
• Follow practice procedures for significant events and incident reporting.

Communication and Team Working

• Work closely with GPs, nurses, healthcare assistants, pharmacists, managers and administrative colleagues.
• Communicate professionally with hospitals, pharmacies and other external organisations.
• Attend meetings and training where required.
• Share relevant information appropriately.
• Support colleagues during periods of annual leave, sickness or high workload.
• Contribute to a positive and respectful working environment.

Complaints and Difficult Conversations

• Listen calmly and respectfully to patient concerns.
• Resolve straightforward service queries where appropriate.
• Escalate complaints to the appropriate manager.
• Follow the practice complaints procedure.
• Seek assistance where behaviour becomes abusive, threatening or unsafe.

Training and Development

The postholder will be expected to:

• Complete practice induction and mandatory training.
• Undertake training in SystmOne, eConsult and other relevant systems.
• Participate in appraisal and performance review.
• Keep knowledge and skills relevant to the role up to date.
• Undertake additional training as the role develops.

Flexibility

General practice continues to evolve and responsibilities may change over time. The postholder will be expected to undertake other reasonable duties appropriate to the nature and level of the role.

This job description is intended as a guide to the main responsibilities of the post and is not exhaustive.

Person specification

Qualifications

Essential

• Person Specification Skills
• Essential Skills
• Excellent verbal and written communication skills.
• Clear, professional and confident telephone manner.
• Strong customer service and interpersonal skills.
• Ability to communicate sensitively and respectfully with patients, including those who may be anxious, distressed or frustrated.
• Good administrative and organisational skills.
• Strong attention to detail and accuracy.
• Ability to prioritise competing tasks and manage a varied workload.
• Ability to work effectively in a busy and sometimes pressured environment.
• Confident computer and keyboard skills.
• Ability to learn and use new IT systems.
• Ability to use email and standard Microsoft Office applications.
• Ability to enter and maintain accurate information on electronic systems.
• Ability to work effectively as part of a multidisciplinary team.
• Ability to use initiative whilst recognising the limits of the role.
• Ability to recognise when information or concerns require escalation.
• Ability to follow agreed policies, procedures and protocols.
• Understanding of the importance of confidentiality and data protection.
• Ability to handle sensitive and confidential information appropriately.
• Good problem-solving skills.
• Ability to remain calm and professional during difficult conversations.
• Friendly, approachable and patient-focused manner.
• Reliable, punctual and organised.
• Flexible and adaptable approach to work.
• Willingness to learn and undertake training.
• Ability to accept feedback and develop within the role.
• Commitment to providing a high standard of service to patients.

Desirable

• Desirable Skills
• Experience and confidence using SystmOne.
• Experience using eConsult or another online consultation system.
• Experience using NHS or other healthcare clinical systems.
• Experience processing electronic tasks and clinical workflow.
• Experience managing electronic documents and correspondence.
• Experience booking and managing appointments within a GP practice.
• Experience processing patient registrations and updating patient records.
• Experience dealing with prescription, referral and test result enquiries.
• Experience working within a busy GP reception or telephone environment.
• Knowledge of general practice and primary care services.
• Understanding of NHS terminology and processes.
• Knowledge of safeguarding procedures within a healthcare setting.
• Knowledge of NHS information governance requirements and UK GDPR.
• Experience using Microsoft Outlook, Word and Teams.
• Ability to support and guide patients in using online NHS and practice services.

Experience

Essential

• Essential Experience
• Previous experience in a reception, administration, customer service or public-facing role.
• Experience dealing with members of the public in person and by telephone.
• Experience working as part of a team.
• Experience using computerised systems and maintaining accurate records.
• Experience managing a varied workload and prioritising tasks.
• Experience handling confidential or sensitive information appropriately.

Desirable

• Desirable Experience
• Previous experience working in a GP practice, primary care or NHS setting.
• Previous healthcare reception or administration experience.
• Experience using SystmOne or another clinical system.
• Experience using eConsult or another online consultation platform.
• Experience booking and managing patient appointments.
• Experience processing clinical correspondence, electronic tasks or workflow.
• Experience dealing with prescription, referral and test result enquiries.
• Experience processing patient registrations and maintaining patient records.
• Experience working in a busy telephone-based environment.
• Experience liaising with clinicians, hospitals, pharmacies or other healthcare services.