Bank Receptionist- Homeless Health Service in Bristol

Your Role as a Receptionist / Administrator

You will project a positive, welcoming and non-judgemental image to patients, other visitors and members of the Practice team. You will work to agreed targets and timescales, and in accordance with Practice policies, protocols, guidelines and procedures. You will deal with patients confidentially, respectfully and holistically. You will help signpost patients to the most suitable clinician / service to best support their needs.

Duties will include speaking to patients, carers and support workers face to face and on the telephone, booking appointments and dealing with queries and enquiries. You will proactively engage with patients, fitting the service criteria, entering registration information onto the system accurately and systematically dealing with any queries as they arise. You will help support administrative processes within the practice and take on additional administrative tasks as requested to support smooth and efficient workflow for the patient, clinical team and others involved in the healthcare of the patient. As a Bank Receptionist/Administrator, you will undertake administrative projects and cover periods of holiday and sickness.

Main duties of the job

• Engage & Support: Manage incoming calls from patients and healthcare professionals. Deal with patients face to face to book appointments and provide support and signposting. Deal with registrations both temporary and full. Take messages and respond to queries.
• Accuracy: Ensuring accurate and timely data is available to the clinical team to enable services to run smoothly and to further improve the provision of primary care.
• Safety and Patient Care: Signposting and prioritising patients to the most appropriate care following guidance from senior staff and policies to ensure patient wellbeing and safety.
• Timely Communication: Provide prompt, professional, and informed responses to all callers, ensuring they feel heard and supported.
• Administrative Assistance: Assist with administrative tasks as required, ensuring smooth operation of the service.
• Support: Support with prescription queries, organising transport (emergency and non-emergency), Reception cover or any other duties within reason in support of the service.

Who We’re Looking For

We want every member of our team to be committed to outstanding patient care by people who care and to be passionate about the NHS. As a Social Enterprise, our goal is to put people and planet first, so we seek those who share our aims for social justice and environmental sustainability. Our patient base is diverse, so it is crucial that you share our approach to equality and inclusion. This involves respecting the rights of others and celebrating diversity of all kinds. As an Employee Ownership Trust, every team member is a co-owner, empowered to shape and influence the company’s direction. We encourage all co-owners to get involved and be active participants in all areas of the business.

Please note: Sponsorship is not available for this role. We reserve the right to close this vacancy once enough suitable applications have been received.

Person specification

Qualifications: Good general education, including GCSE grade 5 or equivalent qualifications in English and Maths.

Experience: Previous suitable experience in a related field. Experience of working in a front-line or general practice role. Previous experience of working with vulnerable and chaotic groups. Experience of dealing with people with mental health problems. Experience of working with homeless or vulnerably housed people. Previous work in General Practice or other healthcare environment.

Skills: Ability to deal sensitively with anguished, distressed, and occasionally aggressive individuals. Ability to liaise with co-workers, both clinical and operational staff. Ability to convey information accurately both verbally and in writing. Ability to work within a team and follow instructions. Initiative and problem‑solving skills. Accurate record‑keeping with attention to detail. Excellent telephone manner. Effective time management and strong organisational skills.

Knowledge: Understanding of the importance of maintaining confidentiality. Awareness of professional behaviours aligned to BrisDoc’s core values. Experience of using EMIS, RotaMaster, and TeamNet systems.

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.