JOB SUMMARY The role of the Receptionist/Administrator is to provide reception services and administrative support to staff during out of hours appointments in the PCNs. To undertake tasks essential to the smooth, effective provision of quality care and efficient level of service for patients and their families. It is essential that the post holder exercises initiative and judgement whilst maintaining a high level of confidentiality and diplomacy at all times without immediate access to line supervision. DUTIES AND RESPONSIBILITIES OF THE POST To liaise and be the first point of contact for clinicians, staff, patients, carers and non-clinical service providers To respond appropriately to contentious, sensitive and difficult enquiries to ensure a satisfactory conclusion Responsible for answering incoming calls and emails, dealing with their requests for information effectively Managing patient flow through out of hours clinics To reschedule appointments and clinics when requested and by the deadlines specified, using the computerised system. To maintain and update records as appropriate To ensure appropriate handover of information relating to reception/ administrative work WORK SETTING AND REVIEW To manage own workload efficiently and effectively on a daily basis with a degree of autonomy. Maintain confidentiality at all times. Make decisions pertaining to the smooth and efficient running of the department acting independently but where necessary referring problems to management. CONFIDENTIALITY The post holder must maintain the confidentiality of information about patients, staff and DHC business in accordance with the Data Protection Act 1998 and Caldicott principles.