Receptionist in Northampton

We are looking for an enthusiastic and competent Receptionist to help support the team that are the first point of contact for many of our patients. You should possess a 'can do' attitude as no two calls are the same and the team often work under pressure. Previous receptionist experience in a NHS setting would be a real advantage but we are happy to train the right individual.

Main duties of the job

• Patient Interaction: Greeting patients in person, on the phone, and via email; handling general queries; directing patients to the right professional (care navigation).
• Appointment Management: Booking, changing, and cancelling appointments and home visits.
• Administrative Tasks: Processing prescriptions, scanning and workflowing documents, managing patient records, data entry, and general filing.
• Clinical Support: Passing on messages, giving out results (with training), and handling urgent calls promptly.
• Prescriptions: Prepare all repeat and current script requests for patients including online access requests for repeat scripts following practice policy.
• Practice Operations: Maintaining a clean reception area, monitoring supplies, and ensuring health & safety.
• Confidentiality: Protecting sensitive patient information (GDPR/Data Protection).

Excellent communication and interpersonal skills are essential, along with politeness, efficiency, and empathy. The ability to multitask and stay calm under pressure is crucial, as well as strong organizational and record-keeping skills. Proficiency with IT systems (e.g., SystmOne, Accurx Triage, Anima workflow) is required, and training will be provided.

Role Variations

• Care Navigator: May involve more advanced signposting and triage to help patients access the most appropriate services.

About us

Abington Park Surgery is based on the edge of Northampton town centre and has just under 13,000 patients registered with us. We are a busy practice with 5 GP Partners, 1 Salaried GP and we are also a training site for medical students and Registrars. We have a strong nursing team of 5 nurses, a Phlebotomist and a HCA along with additional roles such as Clinical Pharmacists, Paramedics, Social Prescribers, Nursing Associates and Health and Wellbeing coaches.

Job responsibilities

This post provides administrative and reception support within the practice. The post holder will ensure administrative tasks are carried out both in relation to reception duties and the registration/deduction of patient details. 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.

Duties and Responsibilities:

• Welcome patients and visitors to the surgery and treat them all with courtesy and respect regardless of sex, age, origin and capability.
• Answer the telephones as a priority according to the practice protocol.
• Deal with any problems in a courteous and respectful manner.
• Use the computerised appointments system according to the practice protocols to ensure that all patients have the appropriate access to clinicians.
• Ensure that patients who need urgent care are accommodated according to practice protocols.
• Respond to all queries and requests from patients and visitors to the surgery.
• Process tasks from Clinicians and administrative colleagues.
• Be patient oriented and happy to support Patient Participation Group.

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.

Health & Safety:

The post-holder will promote and maintain 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.

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 recognises 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.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• 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.
• Work effectively with individuals in other agencies to meet patients needs.
• Effectively manage own time, workload and resources.

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise peoples needs for alternative methods of communication and respond accordingly.

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.
• Participate in audit where appropriate.

PERSON SPECIFICATION

Qualifications & Experience:

• Educated to GCSE/O Level Grade C or above in English and Mathematics or equivalent knowledge or competencies.
• Experience of working as part of a team.
• Worked within a Customer Service environment.
• Experience of working in an administrative office environment.
• Experience of working in the NHS.

Knowledge:

• An understanding, acceptance and adherence to the need for strict confidentiality.
• Experience of using clinical systems.
• Experience of using SystmOne.

Skills & Abilities:

• Excellent communication skills, with the ability to communicate with a wide range of people at all levels.
• Excellent telephone manners and customer service skills.
• Good organisational skills.
• IT literate (including use of standard software packages i.e. Microsoft Office 365).
• Numerate and analytical.
• Self-motivated ability to work on own initiative, with minimum supervision (while also knowing when to report to line manager).
• Ability to solve problems within area of work/knowledge.
• Effectively manage own time, workload and resources.
• Ability to challenge current processes and willing to try new ways of working to achieve more effective and efficient outcomes.
• Ability to adapt to and respond to change.

Other:

• Flexible, enthusiastic and committed.
• Pleasant and articulate.
• Able to work under pressure and respond effectively to a changing 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.