Practice Assistant

Key Responsibilities

• Reception and Front-of-House Duties Welcome patients and visitors warmly, ensuring they feel valued and supported.
• Answer incoming calls promptly, courteously, and professionally using the surgerys telephone system.
• Handle patient queries, appointment requests, and repeat prescription enquiries efficiently and empathetically.
• Carry out all daily and reception checklists, ensuring all assigned tasks are completed on time.
• Register new patients and process changes to patient details in line with NHS and practice protocols.
• Book, amend, and cancel appointments using EMIS, ensuring accuracy and confidentiality.
• Ensure the reception area is kept clean, tidy, and patient-friendly throughout the day.
• Process incoming and outgoing mail, emails, and Accu Rx messages.
• Signpost patients appropriately to other healthcare professionals or community services.
• Handle cash payments and issue receipts when required.
• Administrative and Clerical Duties
• Maintain accurate patient records, ensuring all data is correctly coded and filed.
• Process and scan incoming clinical correspondence, test results, and hospital letters.
• Manage electronic tasks, documents, and workflow items on EMIS and Docman.
• Support the clinical team with referrals, recall lists, and administrative follow-up.
• Prepare documents, reports, and registers as requested by managers or clinicians.
• Complete tasks assigned by the Reception Supervisor, Reception Manager, or Practice Manager within deadlines.
• Ensure confidentiality and data protection principles are followed at all times in accordance with GDPR and NHS policies.
• Participate in audits, searches, and data quality improvement activities.
• Update patient summaries and assist with clinical coding where appropriate.
• Assist with practice projects and performance programmes (e. g. QOF, NHS Health Checks, and recalls).
• Teamwork and Communication
• Work collaboratively with colleagues to ensure the reception desk is always covered and workflows are managed efficiently.
• Communicate effectively with clinicians, nurses, pharmacists, and administrative staff to ensure seamless service delivery.
• Attend regular team meetings and contribute to improving systems and patient experience.
• Escalate patient or operational concerns promptly to supervisors or the management team.
• Promote positive working relationships and support new team members during induction.
• Operational and Quality Standards
• Follow all standard operating procedures (SOPs) and policies set by the practice.
• Report any breaches of confidentiality, safety concerns, or near-misses to the line manager.
• Ensure the correct use of EMIS, Accu Rx, Docman, NHS Mail, and other systems.
• Maintain a professional appearance and uphold the practices standards of conduct and patient care.
• Support implementation of new technologies and digital tools to enhance efficiency and patient access.
• Contribute to the continuous improvement of administrative systems and workflows.
• Continuous Learning and Development
• Engage in ongoing training, including mandatory and role-specific learning (e. g. safeguarding, data protection, CPR).
• Participate in one-to-one reviews, appraisals, and feedback discussions to support professional growth.
• Embrace new learning opportunities that align with the practices values: Emotionally Intelligent understanding patient and colleague needs with empathy.

Positive maintaining an optimistic, can-do approach.

Accountable taking ownership of your work and responsibilities.

Continuously Learning growing your skills and knowledge.

Data-Oriented supporting accuracy, performance, and decision-making through good data practices.

• Health, Safety & Confidentiality
• Comply with the Health and Safety at Work Act and all related policies.
• Ensure the safe use of office equipment and report any faults immediately.
• Maintain patient confidentiality and adhere to Data Protection (GDPR) legislation.
• Handle personal and clinical information sensitively, ensuring security at all times.
• Actively participate in infection control procedures and cleanliness standards.
• Other Duties
• Undertake any additional duties required to support the smooth operation of the practice.
• Provide cover for colleagues during periods of absence or high demand.
• Contribute ideas to improve patient access, operational efficiency, and service quality.
• Support patient engagement activities, such as health campaigns and practice events.

Person Specification (Summary)

• Essential: Excellent communication and interpersonal skills.
• Strong organisational and time management abilities.
• Ability to work under pressure while maintaining accuracy and professionalism.
• Team player with a proactive and flexible approach.
• Understanding of confidentiality, GDPR, and patient sensitivity.
• Desirable: Previous experience in a GP surgery or healthcare setting.
• Knowledge of NHS systems and terminology.
• Customer service experience in a busy environment.
• Confident using IT systems (EMIS Web, Accu Rx, Docman, MS Office).
• #J-18808-Ljbffr