Job summary This is an exciting opportunity to join a friendly, busy team as a full time Receptionist/Care Navigator. You will be the first contact for patients and visitors to the practice and will be approachable, caring and willing to go above and beyond to help. This role is to commence as soon as possible. Please note that this position is full time between the hours of 8am and 6.30pm Monday - Friday. Each shift will include either an 8am start or a 6.30pm finish. Main duties of the job Duties will include face to face patient interactions and telephone triage/calls, along with various administration tasks. You will perform all aspects of the receptionist role and will help direct patients towards the most appropriate clinician to best suits their needs. You will be a great team player and also comfortable working under your own initiative About us Audley Health Centre is situated in the beautiful village of Audley in Stoke on Trent. We serve a patient list of just over 10,000 and look forward to welcoming a new team member to our hardworking, supportive and friendly team. Date posted 24 March 2025 Pay scheme Other Salary £12 an hour To be reviewed April 25 Contract Permanent Working pattern Full-time Reference number A1178-25-0000 Job locations Church Street Audley Stoke-on-trent ST7 8EW Job description Job responsibilities Our receptionists receive, direct and assist our patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. They also provide general administrative assistance to the practice team and act as a focal point of communication between patients, doctors and other medical and clerical staff. Main Duties & Responsibilities: The duties and responsibilities to be undertaken by members of the reception team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the partners, practice manager, dependant on current and evolving practice workload and staff levels. Effectively greet patients and visitors attending the surgery in an appropriate and professional manner at all times Support the surgery appointment system efficiently to ensure patients are directed to the most appropriate healthcare professional and setting Communicate with patients, relatives and carers using all methods available including telephone, face-to-face, text messages and e-mails Process in person, by telephone and e-mail general enquiries ensuring accuracy of detail in all messages and ensuring these are actioned as necessary Action practice tasks and workflow comments daily in accordance with the practice policy Explain practice procedures and arrangements for patients wishing to register either permanently or temporarily and ensuring the patients are residing within the practice boundary and appropriate documents are completed Registration of patients, both permanent and temporary, and ensure information entered onto system is correct Process deduction of patients and receipt of medical records for newly registered patients Liaise with hospital departments and consultants/secretaries for additional information and test results as required Action repeat prescription requests and ensuring they are ready for collection by the patient within 48 hours Provide results of tests and investigations as requested and advised by the GP Inform patients of relevant charges for Non-NHS services, accept payment and issue receipts for same Update patient details to ensure correct and accurate details are held, i.e. correct address and telephone number Accurately scan and attach clinical and administrative information/correspondence onto patients records Ensure correspondence, reports, results etc are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen Retrieve and re-file records as required Issue correct and appropriate specimen containers and forms and ensure the correct information is obtained and completed on return of the specimen Raise service requests with members of the wider healthcare team including District Nurses, Health Visitors, Community Matron, Palliative Care Nurses and other services Maintain supplies of stationery in reception area Occasionally open the premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients Occasionally, when last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated Ensure that the reception area is tidy at the end of each surgery session in preparation for incoming colleagues Organise the reception and waiting areas maintaining a tidy work area and a professional appearance of patient leaflets and notice boards Undertake any other additional duties appropriate to the post as requested by the partners or the practice manager OTHER DUTIES & RESPONSIBILTIES Confidentiality 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 respect their privacy and act appropriately All information gained during employment relating to practice business, patients and their carers, practice staff or other healthcare workers must remain confidential at all times Information relating to patients, carers, colleagues, other healthcare workers 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 data and sensitive data Take responsibility for the coordination of procedures to safeguard confidentiality Health & Safety To assist in promoting and maintaining health, safety and security as defined in the practice Health & Safety Policy to include: Using personal security systems within the practice according to practice guidelines Identify risks involved in work activities and undertaking such activities in a way that manages those risks Make effective use of training and up-date knowledge and skills Use appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Report potential risks identified Equality and Diversity Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies and current legislation Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues Behave in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights Personal/Professional Development Participate in any training programme implemented by the practice including Statutory and Mandatory training as required Participation in an annual performance review Responsible for maintaining a record of own personal and/or professional development Responsible for own development, learning and performance and demonstrate skills and activities to others who are undertaking similar work Maintain quality within the practice Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities Make suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patient needs Effectively manage own time, workload and resources Communication Recognise the importance of effective communication within the team Communicate effectively with all visitors to the practice Recognise peoples needs for alternative methods of communication and respond accordingly Contribute to the implementation of services Apply practice policies, standards and guidance Discuss with other members of the team how these affect own work Participate in audits Make suggestions and recommendation of how to change/improve services provided Please note that as a member of the practice team, you should: Implement maximum flexibility of work to maintain a high level of efficiency, i.e. working in any area of the practice if requested to do so, according to the needs of the practice Comply at all times to the Staff Contract, Standard Operating Procedures and any other practice rules and procedures, including CQC policies, Data Protection and GDPR Working Environment The role will be based in Audley Health Centre but you could be asked to attend alternative locations in case of an emergency or if the needs of the practice or PCN require This job description is not intended to be an exhaustive list of all the tasks you will ever be expected to do, it is merely a guide to the main ones. The Practice Manager may well allocate other tasks to you from time to time and they will be discussed with you at the time Job description Job responsibilities Our receptionists receive, direct and assist our patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. They also provide general administrative assistance to the practice team and act as a focal point of communication between patients, doctors and other medical and clerical staff. Main Duties & Responsibilities: The duties and responsibilities to be undertaken by members of the reception team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the partners, practice manager, dependant on current and evolving practice workload and staff levels. Effectively greet patients and visitors attending the surgery in an appropriate and professional manner at all times Support the surgery appointment system efficiently to ensure patients are directed to the most appropriate healthcare professional and setting Communicate with patients, relatives and carers using all methods available including telephone, face-to-face, text messages and e-mails Process in person, by telephone and e-mail general enquiries ensuring accuracy of detail in all messages and ensuring these are actioned as necessary Action practice tasks and workflow comments daily in accordance with the practice policy Explain practice procedures and arrangements for patients wishing to register either permanently or temporarily and ensuring the patients are residing within the practice boundary and appropriate documents are completed Registration of patients, both permanent and temporary, and ensure information entered onto system is correct Process deduction of patients and receipt of medical records for newly registered patients Liaise with hospital departments and consultants/secretaries for additional information and test results as required Action repeat prescription requests and ensuring they are ready for collection by the patient within 48 hours Provide results of tests and investigations as requested and advised by the GP Inform patients of relevant charges for Non-NHS services, accept payment and issue receipts for same Update patient details to ensure correct and accurate details are held, i.e. correct address and telephone number Accurately scan and attach clinical and administrative information/correspondence onto patients records Ensure correspondence, reports, results etc are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen Retrieve and re-file records as required Issue correct and appropriate specimen containers and forms and ensure the correct information is obtained and completed on return of the specimen Raise service requests with members of the wider healthcare team including District Nurses, Health Visitors, Community Matron, Palliative Care Nurses and other services Maintain supplies of stationery in reception area Occasionally open the premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients Occasionally, when last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated Ensure that the reception area is tidy at the end of each surgery session in preparation for incoming colleagues Organise the reception and waiting areas maintaining a tidy work area and a professional appearance of patient leaflets and notice boards Undertake any other additional duties appropriate to the post as requested by the partners or the practice manager OTHER DUTIES & RESPONSIBILTIES Confidentiality 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 respect their privacy and act appropriately All information gained during employment relating to practice business, patients and their carers, practice staff or other healthcare workers must remain confidential at all times Information relating to patients, carers, colleagues, other healthcare workers 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 data and sensitive data Take responsibility for the coordination of procedures to safeguard confidentiality Health & Safety To assist in promoting and maintaining health, safety and security as defined in the practice Health & Safety Policy to include: Using personal security systems within the practice according to practice guidelines Identify risks involved in work activities and undertaking such activities in a way that manages those risks Make effective use of training and up-date knowledge and skills Use appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Report potential risks identified Equality and Diversity Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies and current legislation Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues Behave in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights Personal/Professional Development Participate in any training programme implemented by the practice including Statutory and Mandatory training as required Participation in an annual performance review Responsible for maintaining a record of own personal and/or professional development Responsible for own development, learning and performance and demonstrate skills and activities to others who are undertaking similar work Maintain quality within the practice Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities Make suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patient needs Effectively manage own time, workload and resources Communication Recognise the importance of effective communication within the team Communicate effectively with all visitors to the practice Recognise peoples needs for alternative methods of communication and respond accordingly Contribute to the implementation of services Apply practice policies, standards and guidance Discuss with other members of the team how these affect own work Participate in audits Make suggestions and recommendation of how to change/improve services provided Please note that as a member of the practice team, you should: Implement maximum flexibility of work to maintain a high level of efficiency, i.e. working in any area of the practice if requested to do so, according to the needs of the practice Comply at all times to the Staff Contract, Standard Operating Procedures and any other practice rules and procedures, including CQC policies, Data Protection and GDPR Working Environment The role will be based in Audley Health Centre but you could be asked to attend alternative locations in case of an emergency or if the needs of the practice or PCN require This job description is not intended to be an exhaustive list of all the tasks you will ever be expected to do, it is merely a guide to the main ones. The Practice Manager may well allocate other tasks to you from time to time and they will be discussed with you at the time Person Specification Experience Essential Experience in reception duties/working with the public Desirable Experience of working within a GP/ healthcare setting with knowledge of EMIS & DOCMAN systems Qualities/Attributes Essential Excellent communication skills (written and oral) Ability to work as a team member and autonomously An awareness and understanding of the need for strict confidentiality Ability to work under pressure in a challenging environment Flexibility of working hours DBS check cleared OH Clearance Excellent work references Qualifications Essential GCSE grade A to C in English & Maths Desirable AMSPAR Receptionist qualification Qualified to NVQ level 3 Person Specification Experience Essential Experience in reception duties/working with the public Desirable Experience of working within a GP/ healthcare setting with knowledge of EMIS & DOCMAN systems Qualities/Attributes Essential Excellent communication skills (written and oral) Ability to work as a team member and autonomously An awareness and understanding of the need for strict confidentiality Ability to work under pressure in a challenging environment Flexibility of working hours DBS check cleared OH Clearance Excellent work references Qualifications Essential GCSE grade A to C in English & Maths Desirable AMSPAR Receptionist qualification Qualified to NVQ level 3 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 Audley Health Centre Address Church Street Audley Stoke-on-trent ST7 8EW Employer's website https://www.audleyhealthcentre.co.uk/ (Opens in a new tab)