Receptionist Call Handler in Bath

Key Responsibilities

• Patient Access and Customer Service
• Act as the first point of contact for patients, relatives, carers, and healthcare professionals.
• Handle telephone, face-to-face and electronic enquiries professionally and efficiently.
• Book, amend and cancel appointments in accordance with practice procedures.
• Support patients to access the most appropriate service through effective signposting.
• Manage walk-in enquiries and maintain an organised waiting environment.
• Patient Administration
• Complete new patient and temporary resident registrations.
• Maintain accurate patient records and demographic information.
• Process requests for medical summaries, letters, results, sick notes and vaccination-related services.
• Manage e Consultations and other digital requests in accordance with practice processes.
• Complete administrative workflows allocated by clinicians and colleagues.
• Prescriptions and Clinical Support
• Process prescription requests accurately and efficiently.
• Respond to prescription enquiries and liaise with pharmacies and clinicians.
• Support clinicians with administrative tasks linked to patient care.
• Act as a chaperone when trained and required.
• Communication and Correspondence
• Manage generic email accounts and incoming practice correspondence.
• Process ambulance reports, letters and electronic communications.
• Print and distribute documentation as required.
• Ensure all reception tasks are actioned within agreed timescales.
• Operational Responsibilities
• Open and close reception and practice areas in accordance with procedures.
• Process payments received in person and by telephone.
• Manage incoming deliveries, post and internal correspondence.
• Maintain stock levels of forms, leaflets and administrative supplies.
• Monitor designated storage and sample areas where applicable.
• Maintain a clean, professional and welcoming environment.
• Clinics and Service Support
• Support seasonal vaccination programmes including Flu and COVID clinics.
• Provide support for Saturday and extended access clinics where required.
• Assist with patient recalls, invitations and clinic administration.
• Team Working
• Work collaboratively with colleagues to ensure continuity of service.
• Respond flexibly to changing workloads and operational pressures.
• Contribute positively to team objectives and service improvements.
• Core Competencies
• Excellent communication, customer service, attention to detail, organisation, digital literacy, professionalism, confidentiality, and problem-solving skills.
• Values and Behaviours
• Patient focused, respectful, inclusive, accountable, reliable, professional and committed to continuous improvement.
• Confidentiality and Information Governance
• Maintain confidentiality at all times and comply with data protection legislation, information governance standards and practice policies.
• Health, Safety and Safeguarding
• Support a safe environment for patients, visitors and colleagues and comply with safeguarding, infection prevention and health and safety procedures.
• Training and Development
• Participate in mandatory training, appraisal and ongoing professional development activities.
• Flexibility Clause
• This job description is not exhaustive and may be amended to reflect changing service needs.
• The post holder may be required to undertake other duties consistent with the role.
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