Job summary Primrose Bank Medical Centre is a busy and friendly GP practice dedicated to providing excellent patient care. We are looking for an enthusiastic and reliable receptionist to join our team. If you thrive in a fast-paced environment and enjoy working with people, this role is for you Position: GP Practice Receptionist Location: Ewood Medical Centre Hours: 30 hours per week Schedule: Monday to Thursday: 8:00 AM - 1:00 PM Friday: 8:00 AM - 1:00 PM and 2:00 PM - 6:00 PM Salary: £11.44 Main duties of the job Key Responsibilities: Greeting patients and visitors in a professional and friendly manner. Answering telephone calls and handling inquiries promptly and efficiently. Booking, amending, and canceling appointments using the practices clinical system. Managing administrative tasks, such as filing, scanning, and processing patient correspondence. Maintaining patient confidentiality at all times. Supporting the clinical and administrative teams with ad hoc duties as required. About us Primrose Bank & Ewood Medical Centre is a dynamic and well-established GP practice serving a patient population of nearly 10,000 individuals. Our dedicated team is committed to providing high-quality, patient-centered care to meet the diverse needs of our community. We are proud to have: Three GP Partners who lead the practice with extensive experience and a shared commitment to excellence in patient care. One Practice Nurses who deliver essential services, including chronic disease management, immunizations, and health advice. A range of Additional Clinical Roles, such as healthcare assistants, clinical pharmacists, and other allied professionals, to ensure patients receive timely and comprehensive care. At Primrose Bank Medical Centre, we strive to enhance accessibility and efficiency while maintaining a warm and welcoming environment for our patients. Through teamwork and innovation, we aim to continually improve our services and uphold the highest standards of care. Date posted 03 January 2025 Pay scheme Other Salary Depending on experience £11.44/hr Contract Fixed term Duration 12 months Working pattern Full-time, Part-time Reference number A2068-25-0000 Job locations Primrose Bank Blackburn BB1 5ER Ewood Medical Centre Bolton Road Blackburn BB2 4HY Job description Job responsibilities The post holder will be expected to provide their services at both of the Practice Sites: Primrose Bank and Ewood Medical Centre Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone. Undertake a variety of administrative duties to assist in the smooth running of the Practices, including the provision of secretarial and clerical support to Clinical staff and other members of the Practice Team. To provide effective communication between Patients, Doctors and other members of members of the Primary Health Care Teams, Secondary Care and other Associated Health Agencies. Duties and Job Responsibilities: The Duties and responsibilities to be undertaken by members of the practice reception/administration team may include any of all of the items in the following list. Duties may be varied from time to time dependent on the current and evolving practice workload and staffing levels. It is imperative that you are flexible and open to change. Administration To have a thorough knowledge of all Practice procedures. To work in accordance of written protocols Have knowledge and promote the online access service to patients. Knowing how to enrol patients including children and carers, re-issue passwords and re-set their access. Sending out correspondence to patients for new registration medicals and letters/emails to patients if we cannot contact by telephone Processing and distributing incoming (and outgoing) mail Providing clerical assistance to Practice as required from time to time, including word/data processing, filing, photocopying and scanning Reception Receiving patients, consulting with members of Practice team Keep a check on reception waiting room to ensure all patients have checked in, either via checking in screen or reception desk Handing completed repeat prescriptions to patient and checking names and address, add information onto prescription pick up list and ensure patient signs before handing over prescription. Be able to cover all reception position as necessary, following allocated jobs for the person you are covering Keep reception area tidy Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter Ensure visitors sign in and out of the visitors book. Appointments Process appointment requests for today and future appointments from patients by telephone and in person. Care Navigate each person that requests an appointment Book minor surgery appointments into allocated slots Appointments for taxi medicals etc should be consulted first with relevant GP and appointment details & time, not part of the GP appointment list, noted down in Message book and confirmed with relevant GP Deal with visits requests, inputting names on Emis Home Visit session Computer Registrations of new patients accurately and promptly computer data entry and medical records. Process patients change of address including all family members computer data and medical records Ensure up to date telephone numbers are recorded in the allocated slot on the registration screen for each patient and check correct telephone number each time patient contact is made. Process repeat prescription request in accordance with Practice guidelines. Telephone Have working knowledge of telephone system, and telephone messaging system. Know how to record/alter the holiday telephone message for Bank Holiday periods. Answer phone swiftly with a Good Morning or Afternoon Greeting and state your name, in a pleasant and helpful manner Other Tasks Set up and clear rooms after surgeries Opening up premises at the start of the day when 1st to arrive, de-active alarm, open all shutters and make necessary preparations to receive patients. Ensure, when allocated to lock up at end of day, that the building is totally secured, internal lights, fans, heaters, TV etc are all turned off and Answer machine is turned on, activate alarm Ensure building security have thorough knowledge of doors/windows/alarms. Make coffee for doctors and colleagues Ensure kitchen areas are kept tidy Any other tasks allocated by Practice Manager, GPs or Deputy Manager It is expected that you will conduct yourself with tact, sympathy, and efficiency and remain pleasant at all times. Imperative you are flexible to work over all Practice Sites and cover for colleagues absences (holidays and sickness) 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 will respect their privacy and act appropriately 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 Data Protection Act 1998 and Caldicott Prinicpals must be adhered to. Health & Safety: 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, to include: Using personal security systems within the workplace according to Practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Reporting potential risks identified Ensure knowledge of Fire Exits & Fire Alarms and Fire eviction procedure 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 recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Information Governance: The post holder must keep up to date with the requirements of Information Governance: undertake mandatory training and follow the Practice Policies and Procedures to ensure that information is dealt with legally, securely, efficiently and effectively. Safeguarding: All employees have a duty for safeguarding and promoting the welfare of children and adults at risk. The post holder must be familiar with, and adhere to, the Practices Safeguarding Policy and the process for raising concerns about the welfare of anyone with whom they have contact. The post holder must also attend or undertake the appropriate level of Safeguarding Children & Adult training.Development: The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include: All mandatory training either in person or on-line, and any other training relevant to the post Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work Quality: The post-holder will strive to maintain quality within the Practice, and will: 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 and making suggestions on ways to improve and enhance the teams performance Communication: The post-holder should recognize the importance of effective communication within the team and will strive to: Attend and participate in Practice/Receptionist Meetings Communicate effectively with other team members Communicate effectively with patients and carers Contribution to the Implementation of Services: The post-holder will: Apply Practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Job Review This job description will be reviewed periodically to take into account changes and developments in service requirements. Any changes will be discussed fully with the post holder. Job description Job responsibilities The post holder will be expected to provide their services at both of the Practice Sites: Primrose Bank and Ewood Medical Centre Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone. Undertake a variety of administrative duties to assist in the smooth running of the Practices, including the provision of secretarial and clerical support to Clinical staff and other members of the Practice Team. To provide effective communication between Patients, Doctors and other members of members of the Primary Health Care Teams, Secondary Care and other Associated Health Agencies. Duties and Job Responsibilities: The Duties and responsibilities to be undertaken by members of the practice reception/administration team may include any of all of the items in the following list. Duties may be varied from time to time dependent on the current and evolving practice workload and staffing levels. It is imperative that you are flexible and open to change. Administration To have a thorough knowledge of all Practice procedures. To work in accordance of written protocols Have knowledge and promote the online access service to patients. Knowing how to enrol patients including children and carers, re-issue passwords and re-set their access. Sending out correspondence to patients for new registration medicals and letters/emails to patients if we cannot contact by telephone Processing and distributing incoming (and outgoing) mail Providing clerical assistance to Practice as required from time to time, including word/data processing, filing, photocopying and scanning Reception Receiving patients, consulting with members of Practice team Keep a check on reception waiting room to ensure all patients have checked in, either via checking in screen or reception desk Handing completed repeat prescriptions to patient and checking names and address, add information onto prescription pick up list and ensure patient signs before handing over prescription. Be able to cover all reception position as necessary, following allocated jobs for the person you are covering Keep reception area tidy Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter Ensure visitors sign in and out of the visitors book. Appointments Process appointment requests for today and future appointments from patients by telephone and in person. Care Navigate each person that requests an appointment Book minor surgery appointments into allocated slots Appointments for taxi medicals etc should be consulted first with relevant GP and appointment details & time, not part of the GP appointment list, noted down in Message book and confirmed with relevant GP Deal with visits requests, inputting names on Emis Home Visit session Computer Registrations of new patients accurately and promptly computer data entry and medical records. Process patients change of address including all family members computer data and medical records Ensure up to date telephone numbers are recorded in the allocated slot on the registration screen for each patient and check correct telephone number each time patient contact is made. Process repeat prescription request in accordance with Practice guidelines. Telephone Have working knowledge of telephone system, and telephone messaging system. Know how to record/alter the holiday telephone message for Bank Holiday periods. Answer phone swiftly with a Good Morning or Afternoon Greeting and state your name, in a pleasant and helpful manner Other Tasks Set up and clear rooms after surgeries Opening up premises at the start of the day when 1st to arrive, de-active alarm, open all shutters and make necessary preparations to receive patients. Ensure, when allocated to lock up at end of day, that the building is totally secured, internal lights, fans, heaters, TV etc are all turned off and Answer machine is turned on, activate alarm Ensure building security have thorough knowledge of doors/windows/alarms. Make coffee for doctors and colleagues Ensure kitchen areas are kept tidy Any other tasks allocated by Practice Manager, GPs or Deputy Manager It is expected that you will conduct yourself with tact, sympathy, and efficiency and remain pleasant at all times. Imperative you are flexible to work over all Practice Sites and cover for colleagues absences (holidays and sickness) 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 will respect their privacy and act appropriately 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 Data Protection Act 1998 and Caldicott Prinicpals must be adhered to. Health & Safety: 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, to include: Using personal security systems within the workplace according to Practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Reporting potential risks identified Ensure knowledge of Fire Exits & Fire Alarms and Fire eviction procedure 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 recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Information Governance: The post holder must keep up to date with the requirements of Information Governance: undertake mandatory training and follow the Practice Policies and Procedures to ensure that information is dealt with legally, securely, efficiently and effectively. Safeguarding: All employees have a duty for safeguarding and promoting the welfare of children and adults at risk. The post holder must be familiar with, and adhere to, the Practices Safeguarding Policy and the process for raising concerns about the welfare of anyone with whom they have contact. The post holder must also attend or undertake the appropriate level of Safeguarding Children & Adult training.Development: The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include: All mandatory training either in person or on-line, and any other training relevant to the post Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work Quality: The post-holder will strive to maintain quality within the Practice, and will: 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 and making suggestions on ways to improve and enhance the teams performance Communication: The post-holder should recognize the importance of effective communication within the team and will strive to: Attend and participate in Practice/Receptionist Meetings Communicate effectively with other team members Communicate effectively with patients and carers Contribution to the Implementation of Services: The post-holder will: Apply Practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Job Review This job description will be reviewed periodically to take into account changes and developments in service requirements. Any changes will be discussed fully with the post holder. Person Specification Skills Essential Essential criteria Good communication skills, both written, oral and face to face Good IT skills Good organisational skills Accuracy to detail Ability to work on own initiative and also within the team Prioritise workload Tact and diplomacy Able to handle conflict or difficult situations Confidentiality at all times Ability to cope with and or work under pressure Flexibility Desirable Desirable criteria Typing or word processing to RSA standard Use own judgement and resourcefulness Basic understanding of read coding Qualifications Essential Essential criteria Educated to GCSE standard Desirable Desirable criteria AMSPAR medical receptionist certificate Experience Essential Essential criteria Receptionist experience Dealing with the public Desirable Desirable criteria Previous experience of working as medical receptionist or hospital environment Person Specification Skills Essential Essential criteria Good communication skills, both written, oral and face to face Good IT skills Good organisational skills Accuracy to detail Ability to work on own initiative and also within the team Prioritise workload Tact and diplomacy Able to handle conflict or difficult situations Confidentiality at all times Ability to cope with and or work under pressure Flexibility Desirable Desirable criteria Typing or word processing to RSA standard Use own judgement and resourcefulness Basic understanding of read coding Qualifications Essential Essential criteria Educated to GCSE standard Desirable Desirable criteria AMSPAR medical receptionist certificate Experience Essential Essential criteria Receptionist experience Dealing with the public Desirable Desirable criteria Previous experience of working as medical receptionist or hospital environment 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 Primrose Bank Medical Centre Address Primrose Bank Blackburn BB1 5ER Employer's website https://www.primrosebankmedicalcentre.co.uk/ (Opens in a new tab)