Job summary We are seeking a highly motivated and patient focused individual to join our friendly and supportive reception team. 32 hours per week: Tuesday 8.30am to 6.30pm (1 hour lunch), Wednesday 8.30am to 1.30pm, Thursday 8.30am to 6.30pm and Friday 8.30am to 6.30pm (1 hour lunch) You will need to be responsible for the general administrative and reception duties within the Practice and work with our established processes, policies and procedures to provide a comprehensive high-quality service and deal efficiently and courteously with patient enquiries. Your regular duties in this role will be dealing with telephone, face to face and electronic enquiries, booking and/or amending patient appointments and home visits, contacting patients to provide information from the clinical team and assisting patients to access our services and those available in the wider community. Main duties of the job To receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.This role will come into contact with patients and public and the holder must be professional, of smart appearance, have a friendly manner and be able to deal with patients, public and staff in a sensitive, tactful and discrete manner whilst maintaining strict confidentiality. Undertake a variety of administrative tasks as determined by need and competency in order to support the work of delivering high quality services to patients of the Practice. About us We are based in a leafy, suburban area of North-West Bristol; conveniently close to the M5 motorway and an easy and pleasant drive from central Bristol. We enjoy the benefits of a bright, modern, purpose-built Health Centre. Our 11,200 patients are looked after by 6 clinical Partners, 6 salaried GPs and 2 ANPs, with support from our experienced Treatment Room, Administration and Patient Services teams. We are a hard-working and close-knit bunch, with an emphasis on humour and peer support to meet the current challenges in primary care. We enjoy entertaining staff nights out and there is always plenty of chat and information flow on our WhatsApp groups. Date posted 19 March 2025 Pay scheme Other Salary £11.44 to £12.50 an hour Contract Permanent Working pattern Part-time Reference number A0354-25-0002 Job locations Pembroke Road Shirehampton Bristol BS11 9SB Job description Job responsibilities To provide nonclinical information or advice to patients or relatives to support them in navigating the wider healthcare system. This could be via telephone, face to face and digital mediums. To work alongside the on-call team to ensure patients receive the right care at the right time from the right person. To follow the repeat prescription process to ensure patients medication is received in the most efficient and timely manner possible. To work independently and to be aware when to seek advice. To respond and prioritise immediate requests from patients, clinical staff and other outside agencies. To utilise the appointment system ensuring that appointments are booked as per practice protocols and nurse traffic light system. This includes appointments for healthcare professionals at other sites e.g. improved access appointments, physio, social prescribing link workers. To support callers in completing EConsults either directly with patients or family members, carers or guardians in completing the forms or supporting callers on how to complete the process in order to obtain a patient appointment with a clinician. To be responsible for maintaining patients medical records to include change of address, telephone number and any information on the clinical system. To understand and work within the Practice policies and protocols applicable to the role of the Receptionist/Care Navigator. To communicate effectively and promptly to all enquires using a high level of discretion, tact, diplomacy and empathy in a calm and confidential manner. This will ensure a smooth, efficient, friendly and welcoming practice. To take accurate messages and relay to relevant personnel in the most appropriate manner. To scan documents onto the patients clinical record and send via workflow, if required To register and deduct patients ensuring all paperwork and associated tasks are completed. To book patient transport. Ensure the building is unlocked in the morning and is secure upon vacating at the end of the day when working within the H&S guidance and protocols. To be adaptable in a constantly changing environment, actively participating in the decision process involved in the progression of the practice. To undertake any other duties that may be reasonably requested of the post holder to help the Practice run smoothly. To ensure that you and others take notice of and operate within relevant Health and Safety guidelines. To be willing to undertake training in line with the requirements of the role and the Practice. To have a flexible approach to help in supporting cover in other staff absences. Job description Job responsibilities To provide nonclinical information or advice to patients or relatives to support them in navigating the wider healthcare system. This could be via telephone, face to face and digital mediums. To work alongside the on-call team to ensure patients receive the right care at the right time from the right person. To follow the repeat prescription process to ensure patients medication is received in the most efficient and timely manner possible. To work independently and to be aware when to seek advice. To respond and prioritise immediate requests from patients, clinical staff and other outside agencies. To utilise the appointment system ensuring that appointments are booked as per practice protocols and nurse traffic light system. This includes appointments for healthcare professionals at other sites e.g. improved access appointments, physio, social prescribing link workers. To support callers in completing EConsults either directly with patients or family members, carers or guardians in completing the forms or supporting callers on how to complete the process in order to obtain a patient appointment with a clinician. To be responsible for maintaining patients medical records to include change of address, telephone number and any information on the clinical system. To understand and work within the Practice policies and protocols applicable to the role of the Receptionist/Care Navigator. To communicate effectively and promptly to all enquires using a high level of discretion, tact, diplomacy and empathy in a calm and confidential manner. This will ensure a smooth, efficient, friendly and welcoming practice. To take accurate messages and relay to relevant personnel in the most appropriate manner. To scan documents onto the patients clinical record and send via workflow, if required To register and deduct patients ensuring all paperwork and associated tasks are completed. To book patient transport. Ensure the building is unlocked in the morning and is secure upon vacating at the end of the day when working within the H&S guidance and protocols. To be adaptable in a constantly changing environment, actively participating in the decision process involved in the progression of the practice. To undertake any other duties that may be reasonably requested of the post holder to help the Practice run smoothly. To ensure that you and others take notice of and operate within relevant Health and Safety guidelines. To be willing to undertake training in line with the requirements of the role and the Practice. To have a flexible approach to help in supporting cover in other staff absences. Person Specification Qualifications Essential Recognised standard education at GCSE level to include English and Maths Experience of maintaining and manipulating computerised and paper based data information Desirable Microsoft Office and Emis Experience Essential Good written and verbal communication skills IT, telephony and keyboard skills Ability to organise and prioritise work, and to adhere to deadlines and targets Ability to handle information securely and confidentially Ability to work cooperatively as part of a team Strong customer service skills Able to work efficiently and with a great degree of accuracy Ability to recognise the importance of confidentiality in all levels of work and communication All round basic knowledge of working with or communicating with the public Desirable Experience of working within General Practice, NHSE Primary Care or Care provider Personal attributes Essential Trustworthy, honest, reliable and conscientious Personable and approachable In communication, ability to assess any given situation and to respond in the appropriate manner, with a high degree of tact & diplomacy Diligent and resourceful Considered, steady approach Self-motivated but able to recognise to seek support when needed Strong team player Desirable Aptitude to adapt working style to meet the needs of the patient Aptitude to use standard office equipment efficiently An understanding of the requirements in shaping the image of a customer orientated organisation, when working as a first point of contact member of staff Person Specification Qualifications Essential Recognised standard education at GCSE level to include English and Maths Experience of maintaining and manipulating computerised and paper based data information Desirable Microsoft Office and Emis Experience Essential Good written and verbal communication skills IT, telephony and keyboard skills Ability to organise and prioritise work, and to adhere to deadlines and targets Ability to handle information securely and confidentially Ability to work cooperatively as part of a team Strong customer service skills Able to work efficiently and with a great degree of accuracy Ability to recognise the importance of confidentiality in all levels of work and communication All round basic knowledge of working with or communicating with the public Desirable Experience of working within General Practice, NHSE Primary Care or Care provider Personal attributes Essential Trustworthy, honest, reliable and conscientious Personable and approachable In communication, ability to assess any given situation and to respond in the appropriate manner, with a high degree of tact & diplomacy Diligent and resourceful Considered, steady approach Self-motivated but able to recognise to seek support when needed Strong team player Desirable Aptitude to adapt working style to meet the needs of the patient Aptitude to use standard office equipment efficiently An understanding of the requirements in shaping the image of a customer orientated organisation, when working as a first point of contact member of staff 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 Shirehampton Group Practice Address Pembroke Road Shirehampton Bristol BS11 9SB Employer's website https://www.shirehamptongrouppractice.co.uk/ (Opens in a new tab)