Receptionist

Healthy Hyde PCN is a collaborative network of eight GP practices serving approximately 80,000 patients in the Hyde area. We are dedicated to improving health outcomes and reducing inequalities within our community by providing integrated, patient-centred care. Our services include complex case management, extended access appointments, ambulatory care, mental health support, and community health initiatives.

The Receptionist & Administrator is responsible for providing a professional and efficient reception and administrative service to support the delivery of Primary Care Network (PCN) services. The post holder will act as the first point of contact for patients, visitors, and partner organisations, ensuring effective communication, accurate appointment management, and the smooth coordination of administrative processes across the PCN.

Main duties of the job

• Reception Duties
  • Act as the first point of contact for patients and visitors, providing a courteous and professional service at all times.
  • Respond to patient enquiries in person, via telephone, and email, ensuring queries are resolved or appropriately escalated.
  • Ensure the reception area is maintained in a professional and organised manner.
• Administrative Duties
  • Book, amend, and manage patient appointments in line with service protocols.
  • Process caseloads and referrals received from GP practices, ensuring timely and accurate handling.
  • Maintain and update patient records in accordance with NHS data protection and confidentiality requirements.
  • Undertake general administrative tasks including data entry, filing, scanning, and document management.
• Coordination and Communication
  • Liaise with GP practices and PCN staff to support service delivery and patient pathways.
  • Ensure effective communication between clinical and non-clinical teams.
  • Support the coordination of clinics and services as required.
• Information Governance
  • Maintain strict confidentiality of patient and organisational information at all times.
  • Comply with GDPR, NHS data protection standards, and organisational policies.
• General
  • Work flexibly to meet the needs of the service, including supporting other administrative functions where required.
  • Participate in team meetings, training, and development activities.
  • Undertake any other duties commensurate with the role as reasonably requested.

Person Specification

• Experience working in a receptionist and/or administrative role, preferably within a healthcare or GP practice setting.
• Strong communication and interpersonal skills.
• Good organisational skills with attention to detail.
• Competent in the use of IT systems and standard office software.
• Ability to manage sensitive information confidentially.
• Ability to prioritise workload and adapt to changing demands.
• Experience working within Primary Care or NHS services.
• Knowledge of clinical systems (e.g. EMIS, SystmOne).

Additional Requirements

• The post holder must comply with all organisational policies and procedures.
• The post holder must maintain confidentiality and adhere to information governance standards.
• The role may require occasional flexibility in working hours to meet service needs.

Health & Safety

• The post-holder will comply with primary care network policies, procedures and clinical guidelines for self and others.
• Identifying, reporting, and correcting health and safety hazards and infection hazards immediately when recognised.
• Awareness of national standards of infection control and cleanliness.

Equality and Diversity

• The post-holder will support the equality, diversity and rights of patients, carers and colleagues.
• Acting in a way that recognizes the importance of peoples rights.

Quality

• The post-holder will strive to maintain quality within the primary care network.
• Alert other team members to issues of quality and risk.

Communication

• The post-holder should recognise the importance of effective communication within the team.
• Communicate effectively with other team members and patients.