RECEPTIONIST JOB DESCRIPTION
JOB TITLE: Receptionist
LOCATION: Primarily based at Broadmead
Medical Centre although
expected to attend or work
across other sites such as South
Bristol Walk-in-Centre, if
RESPONSIBLE TO: Assistant Practice Manager
OVERALL ACCOUNTABLE TO: Practice Manager
This post holder will work in a reception department as part of a team with GPs
and nurses. Jobs will include speaking to patients, carers, other NHS bodies on
the telephone and face to face, updating the patients computerised notes,
booking appointments and transport for patients, and typing referral letters to
Consultants. You will be required to help patients and signpost them to the
relevant service/person. At all times the postholder must act in a manner
consistent with the code of conduct and appearance representing BrisDoc and
The following list serves to illustrate the scope and responsibilities of the post
and is not intended to be exclusive. This role will develop as the business
develops, subsequently leading to changes in the job responsibilities.
MAIN DUTIES AND RESPONSIBILITIES
Answering the telephone with a professional and pleasant manner to ensure
that the caller is dealt with accurately and effectively
To be able to deal with telephone calls whilst at the same time managing face
to face enquiries, booking appointments, directing patients to the right
personnel and/or organization and being generally aware of what is
happening in the patient reception area
Take accurate messages and be able to identify the priority/urgency of the
message and take the appropriate response
Dealing with confidential faxes
Opening and actioning the post. Ensuring that all post is distributed to the
correct personnel ASAP.
Making appointments on the clinical system either by telephone or at the desk
Using the clinical system to inform the clinician that their patient has arrived
Preparing repeat prescriptions for Doctors signatures
Booking hospital transport if required
Updating the clinical system when a patient has died and informing other
NHS establishments, if appropriate.
Contacting a Doctor when an urgent visit is required, and if necessary,
telephoning for an ambulance.
Scanning documents into the patient’s clinical record and updating the clinical
system from Consultant/hospital letters.
Updating new patient’s clinical record when their paper notes arrive.
Compiling new patient packs.
Registering patients on the clinical system whether they are a regular patient,
immediately necessary or a temporary resident.
Changing back up tapes in the clinical back up drive on a daily basis and
cleaning the drive twice weekly.
Contacting EMIS and or Adastra if the clinical system does not start at the
beginning of the day or a fault is detected.
You may be required to alarm the building when the cleaning auxiliary is
absent from work.
Filing letters/documents in the patients paper notes
To assist the administration process of ordering, taking delivery and
maintaining stock supplies so that the surgery is constantly supplied with the
correct goods to maintain an effective service to patients
To undertake duties required by the Practice Manager and or Assistant
Practice Manager as required for the day to day running of the service
To communicate on the phone, by email, fax or in person with staff from a
wide variety of NHS/Ambulance departments so that good communication
between the surgery and all other services is maintained.
To communicate in a professional, friendly and open manner with patients,
carers and the general public to maintain an excellent profile for the surgery
amongst its users.
To maintain confidentiality for all patients and users of the service.
To communicate effectively and sensitively with service users who maybe
angry, confrontational, upset, anxious, fearful or have communication
difficulties such as poor language skills, hearing loss or learning disabilities.
To take responsibility for own workload and prioritise when necessary.
To support the effective maintenance and management of office systems.
To be responsible for recognising own training needs and identifying training
needs of the service for information management.
To have responsibility for cancelling patient appointments when the Doctor is
unavailable so that the patient is not subject to unnecessary inconvenience.
The Post Holder will be required to work additional hours to cover
holidays and sickness.
To ensure confidentiality at all times, only releasing confidential information
obtained during the course of employment to those acting in an official
capacity in accordance with policies and Caldicott guidelines.
To carry out other duties commensurate with the grade as directed.
Attend meetings as agreed by the Practice Manager or Assistant Practice
Attend performance and development reviews with your line manager.
Maintaining regular consistent and professional attendance, punctuality,
personal appearance and adherence to relevant health and safety /
To have a good understanding of company policies and procedures as laid
out in BrisDoc’s Terms and Conditions and Resource Pack
To attend all mandatory training courses and any courses specific to this role
as discussed with the Practice Manager or Assistant Practice Manager.
This role profile is intended to provide a broad outline of the main responsibilities
only. The postholder will need to be flexible in developing the role and in initial
and ongoing discussions with the designated manager.
Under the Data Protection Act 1998, the postholder must maintain the
confidentiality of information about patients and staff. The work is of a
confidential nature and information gained must not be communicated to
other persons except in the recognized course of duty. Unauthorised
disclosure of confidential information will result in disciplinary action and may
lead to your dismissal.
o In the course of seeking treatment, patients entrust us with, or allow us
to gather sensitive information in relation to their health and other
matters. They do so in confidence and have the right to expect that
staff will respect their privacy and act appropriately.
o 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.
o 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 BrisDoc’s policies and
procedures relating to confidentiality and the protection of personal and
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers
and colleagues, to include:
Acting in a way that recognises the importance of people’s rights,
interpreting them in a way that is consistent with BrisDoc’s procedures and
policies, and current legislation
Respecting the privacy, dignity, needs and beliefs of patients, carers and
Behaving in a manner which is welcoming to and of the individual, is non-
judgmental and respects their circumstances, feelings priorities and rights
Health & Safety:
Employees must be aware of the responsibilities placed on them under the
Health and Safety at Work Act (1974) to ensure that the agreed procedures are
carried out to maintain a safe environment for patients, visitors and staff.
The postholder needs to be aware of BrisDoc’s impact on the environment and
be vigilant and pro-active in ensuring staff adhere to the management strategy
i.e. recycling, waste management, use of vehicles etc.
Rehabilitation of Offenders Act:
This post is not exempt from the Rehabilitation of Offenders Act 1974 therefore
you are only required to declare any convictions you have which are not ‘spent’
under the act.
Academic/ Educated to GCSE standard (or
Vocational equivalent) with grade C or above in
Qualifications English CLAIT Award / ECDL
Good keyboard skills – experience of
using Microsoft office e.g. Word, Excel
Experience of working on a reception Experience of working in the
Experience Experience of working with the general NHS or GP practices
public, face-to-face and telephone Experience of using EMIS
Experience of working in teams and or Adastra computer
Experience of working in a pressurised software
environment Experienced in using
Choose and Book
Can work well in a team and Has an understanding of
Skills autonomously. team dynamics, including
Able to work without supervision to what factors make a team
achieve the objectives of the post work well and what can go
Has excellent communication (oral and wrong
written) and interpersonal skills.
Able to listen carefully in order to
understand the needs of others and
Excellent time management skills - Able
to organize own day-to-day tasks and
able to prioritise time sensitive tasks
Able to be proactive Problem solving skills
Able to deal sensitively with anguished
and distressed individuals.
Able to remain impartial and non-
judgmental during times of sensitivity,
stress and conflict.
Able to maintain accurate records
Able to maintain confidentiality at all
times with regards to patients and staff.
Ability to effectively promote
Adaptable and supportive of change.
service and role to external
Self motivating – able to work with
Qualities minimal supervision
Honest, caring and sympathetic
Personable and approachable
Hard working, reliable and resourceful
Versatile and flexible
Willing to undertake training relevant to
the position An understanding of the
implications of cultural
difference for service
Other Willing to work flexible hours as
Instructions necessary and across sites
Last updated December 2009