Job summary Ribblesdale Medical Practice are looking for an experienced Receptionist, preferably with previous experience of working in General Practice or an NHS Environment. They must be comfortable and confident dealing with patients over the telephone and in person, be polite, calm and professional; and be committed to providing the best possible patient care. We use EMIS clinical system, AskmyGP and Docman 10, so use of these systems would be advantageous, but training can be provided for the right candidate. The hours of work are:- Monday 1.30pm - 6.30pm Wednesday 7.45am - 12.45pm Thursday 7.45am - 12.45pm Main duties of the job General Duties To make appointments and book patients in when they arrive for an appointment in accordance with the practice appointment system and to provide a helpful and friendly service to patients ensuring also that the reception area is tidy and welcoming. To answer telephones promptly ensuring that all in-coming lines are covered at all times. To comply with the practice protocol for the printing of prescription requests and queries. To comply with the practice procedure for the registration of new patients, temporary patients, private patients and those seen as emergency or immediately necessary. To comply with practice protocol for the collection of results from the hospital on a daily basis and advise patients of any action/advice requested by the GP. To follow practice procedure regarding letters that arrive at the surgery either externally by post or internally from the hospital. To comply with the protocols in place at the practice for the scanning/indexing and workflow of correspondence. To comply with the protocol for deducting patients who have moved out of the practice catchment area and to follow the procedure for making up records for a new patient when their medical records are received from their previous surgery. To comply with all relevant practice procedures, regulations and protocols and to maintain confidentiality at all times with particular reference to patient records. About us Ribblesdale Medical Practice is a lovely place to work. We are high achieving, rated good by CQC. We are a Teaching Practice, Veteran Friendly Practice, Pride in Practice Gold Standard Awarded, Homeless Friendly, Safe Surgery and a supporter of the Greater Manchester Good Employment Charter Our Team is made up of Two GP Partners 1 Practice Business Manager & Assistant Manager. 3 Salaried GPs 2 Nurse Practitioners 1 senior Clinical Pharmacist 1 practice Nurse 1 Assistant Practitioner/Trainee Practice Nurse 1 Health Care Support Worker GP Trainees Highly Skilled Administrative Team We provide: Competitive Salary Up to 6 weeks annual leave (depending on service) Birthday day off Cycle to work scheme Annual Performance Bonus (on achievement of all practice targets) Protected monthly Learning Time Wellbeing Support & Menopause Champion Date posted 27 March 2025 Pay scheme Other Salary Depending on experience Starting £12.21 (depending on experience) Contract Permanent Working pattern Full-time Reference number A4436-25-0002 Job locations Townside Primary Care Centre Knowsley Street Bury Lancashire BL90SN Job description Job responsibilities JOB SUMMARY To ensure patients receive a high quality, professional service and to contribute to the daily practice routine. More specifically the role shall encompass various administrative tasks and the day to day running of the reception area. You will receive, assist and direct patients in accessing the appropriate service or healthcare professional in line with their requirements using care navigation methods, in a courteous, efficient and effective way, with the patient at the centre of everything we do. You will provide general administrative assistance to the GP partners and practice manager as required, and at all times project a positive and friendly image to patients and other visitors, whether in person or over the telephone. Job Responsibilities: Reception of Patients: Welcoming patients at the Reception desk in a polite and friendly manner. Accepting patients on arrival for appointments and routing patient appropriately. Handling of general enquiries at the reception desk or over the telephone Anticipating, preventing and dealing with problems at Reception and in the waiting room. Leaving the reception area tidy and ready for incoming colleagues, ensuring that prescriptions promised for collection are ready and passing on information concerning unsolved and urgent problems to your colleagues as a part of handover. Dealing with new patients wishing to register at the Surgery, providing them with a New Patient Registration Pack and assisting them to complete the appropriate forms if necessary. Dealing with notifications of change of address and/or change of name. Ask My GP 1. To manage the incoming patient requests that come into practice via our online portal (askmyGP) 2. Route the requests accordingly in line with practice protocols 3. Flag any urgent requests or home visits to the duty doctor 4. Use your initiative to note any potentially urgent requests and highlight accordingly to the appropriate clinician. 5. To respond to patients when administrative tasks have been passed back to reception via a clinician on askmyGP. 6. Send appropriate pre0set messages in line with management of requests and care navigation protocols. Appointments and Home Visits Making new and follow-up appointments with clinicians as per practiced policy. Maintain appointments system for GPs, Practice Nurse, pharmacist and minor surgery Clinics. Cancel appointments when requested according to the Appointment Cancellation Policy. Record requests for home visits on the appointments system, taking address, telephone number and the reason for the visit request. Check Duty Doctor rota list in Reception each day and pass on any late calls to the doctor as soon as possible via mobile, if the doctor is out on the road. Assist with the ordering of any emergency ambulance at the request of the Clinician. Prescriptions: Accept requests for repeat prescriptions via face-to-face, on line, fax or Prescription Box and process as per Repeat Prescribing Policy. If request is face-to-face, verify with the patient the time the prescription will be ready for collection (usually 48 hours). Check Prescription Box at regular intervals throughout the day. Liaise with local Pharmacists re: collections and prescription queries. Check emails and process any on line prescriptions requests At the end of the day lock signed prescriptions waiting for collection in the designated filing cabinet. Leave key in agreed place. Any prescriptions that are more than a month old that have not been collected should be destroyed and coded appropriately on the clinical system, the prescription box should be checked at regular intervals for old prescriptions. Empty prescription printers and lock blank prescriptions in agreed place. Record incoming and outgoing prescriptions pads according to Prescription Security Protocol. Telephone: Answer telephone calls promptly (within 3 rings), politely and discretely so that other patients cannot hear confidential medical information. Take and transfer calls accordingly. Make appointments, record requests for home visits, deal with queries from other health care professionals and patients. Receive and record telephone messages via the pink acute appointments. Personal calls should not be made to avoid blocking up the practice telephone lines. Correspondence: Incoming mail to be sorted and opened by designated member of the reception team; with the receipt of anything marked private and confidential (unless hospital stamped) taken out and passed directly to the named person. Sort outgoing mail and frank ready for posting. Place mail for the NHS Milk Run collection in the appropriate place ready for collection. Take post to post box as per Ribblesdale Post Rota before last post collection of the day. Download the electronic mail and scan any incoming clinical letters onto patients record and route to the appropriate clinician. Computer Daily use of the clinical software system EMIS and Docman following appropriate training. Enter data onto patients records in accordance with practice policies. Note summarising medical records in accordance with Practice Protocol. Maintain Death Register on Docman Assist with QOF (Quality and Outcome Framework) using clinical audit and the recall system. Scanning/processing of hospital letters and documents, read coding letters as appropriate Ensure correspondence, reports and results are filed electronically in the correct patient record. Participate in audits Register new patients and deduct patients leaving the Practice over the computer links. Health and 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: Confidentiality Patients entrust us with and 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 carer, Practice staff and other healthcare workers. All such information from any source is to be regarded as strictly confidential. The post holder may have access to, either written or verbal, business sensitive information. All such information is to be regarded as strictly confidential and not to be discussed with colleagues or outside of the practice. 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 relating to confidentiality and information security. 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 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 Safeguarding The care and protection of children, young people and vulnerable adults who have contact with the Practice is the responsibility of all members of staff, irrespective of individual roles. All members of staff share the responsibility for safeguarding and promoting the welfare of children, young people, and vulnerable adults. To this end all members of staff are to ensure that they have completed, at least annually, safeguarding, domestic violence and prevent training. They are responsible for familiarising themselves of the Safeguarding Policies (which can be found on the practice shared drive) and responsible for understanding the line of reporting within the practice and their responsibility for reporting concerns. 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 Work effectively with individuals in other agencies to meet patient needs Effectively manage own time, workload and resources. Job description Job responsibilities JOB SUMMARY To ensure patients receive a high quality, professional service and to contribute to the daily practice routine. More specifically the role shall encompass various administrative tasks and the day to day running of the reception area. You will receive, assist and direct patients in accessing the appropriate service or healthcare professional in line with their requirements using care navigation methods, in a courteous, efficient and effective way, with the patient at the centre of everything we do. You will provide general administrative assistance to the GP partners and practice manager as required, and at all times project a positive and friendly image to patients and other visitors, whether in person or over the telephone. Job Responsibilities: Reception of Patients: Welcoming patients at the Reception desk in a polite and friendly manner. Accepting patients on arrival for appointments and routing patient appropriately. Handling of general enquiries at the reception desk or over the telephone Anticipating, preventing and dealing with problems at Reception and in the waiting room. Leaving the reception area tidy and ready for incoming colleagues, ensuring that prescriptions promised for collection are ready and passing on information concerning unsolved and urgent problems to your colleagues as a part of handover. Dealing with new patients wishing to register at the Surgery, providing them with a New Patient Registration Pack and assisting them to complete the appropriate forms if necessary. Dealing with notifications of change of address and/or change of name. Ask My GP 1. To manage the incoming patient requests that come into practice via our online portal (askmyGP) 2. Route the requests accordingly in line with practice protocols 3. Flag any urgent requests or home visits to the duty doctor 4. Use your initiative to note any potentially urgent requests and highlight accordingly to the appropriate clinician. 5. To respond to patients when administrative tasks have been passed back to reception via a clinician on askmyGP. 6. Send appropriate pre0set messages in line with management of requests and care navigation protocols. Appointments and Home Visits Making new and follow-up appointments with clinicians as per practiced policy. Maintain appointments system for GPs, Practice Nurse, pharmacist and minor surgery Clinics. Cancel appointments when requested according to the Appointment Cancellation Policy. Record requests for home visits on the appointments system, taking address, telephone number and the reason for the visit request. Check Duty Doctor rota list in Reception each day and pass on any late calls to the doctor as soon as possible via mobile, if the doctor is out on the road. Assist with the ordering of any emergency ambulance at the request of the Clinician. Prescriptions: Accept requests for repeat prescriptions via face-to-face, on line, fax or Prescription Box and process as per Repeat Prescribing Policy. If request is face-to-face, verify with the patient the time the prescription will be ready for collection (usually 48 hours). Check Prescription Box at regular intervals throughout the day. Liaise with local Pharmacists re: collections and prescription queries. Check emails and process any on line prescriptions requests At the end of the day lock signed prescriptions waiting for collection in the designated filing cabinet. Leave key in agreed place. Any prescriptions that are more than a month old that have not been collected should be destroyed and coded appropriately on the clinical system, the prescription box should be checked at regular intervals for old prescriptions. Empty prescription printers and lock blank prescriptions in agreed place. Record incoming and outgoing prescriptions pads according to Prescription Security Protocol. Telephone: Answer telephone calls promptly (within 3 rings), politely and discretely so that other patients cannot hear confidential medical information. Take and transfer calls accordingly. Make appointments, record requests for home visits, deal with queries from other health care professionals and patients. Receive and record telephone messages via the pink acute appointments. Personal calls should not be made to avoid blocking up the practice telephone lines. Correspondence: Incoming mail to be sorted and opened by designated member of the reception team; with the receipt of anything marked private and confidential (unless hospital stamped) taken out and passed directly to the named person. Sort outgoing mail and frank ready for posting. Place mail for the NHS Milk Run collection in the appropriate place ready for collection. Take post to post box as per Ribblesdale Post Rota before last post collection of the day. Download the electronic mail and scan any incoming clinical letters onto patients record and route to the appropriate clinician. Computer Daily use of the clinical software system EMIS and Docman following appropriate training. Enter data onto patients records in accordance with practice policies. Note summarising medical records in accordance with Practice Protocol. Maintain Death Register on Docman Assist with QOF (Quality and Outcome Framework) using clinical audit and the recall system. Scanning/processing of hospital letters and documents, read coding letters as appropriate Ensure correspondence, reports and results are filed electronically in the correct patient record. Participate in audits Register new patients and deduct patients leaving the Practice over the computer links. Health and 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: Confidentiality Patients entrust us with and 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 carer, Practice staff and other healthcare workers. All such information from any source is to be regarded as strictly confidential. The post holder may have access to, either written or verbal, business sensitive information. All such information is to be regarded as strictly confidential and not to be discussed with colleagues or outside of the practice. 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 relating to confidentiality and information security. 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 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 Safeguarding The care and protection of children, young people and vulnerable adults who have contact with the Practice is the responsibility of all members of staff, irrespective of individual roles. All members of staff share the responsibility for safeguarding and promoting the welfare of children, young people, and vulnerable adults. To this end all members of staff are to ensure that they have completed, at least annually, safeguarding, domestic violence and prevent training. They are responsible for familiarising themselves of the Safeguarding Policies (which can be found on the practice shared drive) and responsible for understanding the line of reporting within the practice and their responsibility for reporting concerns. 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 Work effectively with individuals in other agencies to meet patient needs Effectively manage own time, workload and resources. Person Specification Qualifications Essential 5 GCSEs including Maths and English Desirable Business Administration Level 2 or equivalent ECDL, IT qualification AMSPAR Qualification Medical Terminology Certificate Experience Essential Experience of Reception in an NHS Environment (Ideally General Practice) Computer literacy and proficient keyboard skills Experience of Microsoft packages Excellent communication skills Reception/office experience Desirable Experience of Emis clinical System Experience of working in general practice/primary care setting Person Specification Qualifications Essential 5 GCSEs including Maths and English Desirable Business Administration Level 2 or equivalent ECDL, IT qualification AMSPAR Qualification Medical Terminology Certificate Experience Essential Experience of Reception in an NHS Environment (Ideally General Practice) Computer literacy and proficient keyboard skills Experience of Microsoft packages Excellent communication skills Reception/office experience Desirable Experience of Emis clinical System Experience of working in general practice/primary care setting 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 Ribblesdale Medical Practice Address Townside Primary Care Centre Knowsley Street Bury Lancashire BL90SN Employer's website https://www.ribblesdalemc.nhs.uk/ (Opens in a new tab)