Receptionist

Job summary

As the first point of contact for patients, you will play a vital role in delivering a professional, efficient, and compassionate service. Working within our total triage system, you will support patients by accurately capturing information, care navigating to the most appropriate service, and assisting the clinical team in managing demand safely and effectively. This is a varied role combining front-of-house reception duties with administrative responsibilities, requiring excellent communication skills, attention to detail, and the ability to work calmly in a fast-paced environment.

Main duties of the job

About the Role

As a Receptionist, you will be the first point of contact for patients and visitors, delivering a professional, welcoming and efficient service. You will support the smooth day-to-day running of the practice and help ensure patients receive appropriate care and guidance. The practice operates a total triage system, with patient requests assessed by a GP. You will support this by accurately gathering information, signposting appropriately and communicating effectively with the clinical team.

Key Responsibilities

• Welcoming patients and visitors; managing incoming calls via a cloud-based system; booking appointments and supporting total triage; care navigation; handling patient queries with professionalism and compassion; processing clinical correspondence and maintaining records (EMIS/DOCMAN); registering new patients; general administration including scanning, filing and emails; supporting clinicians, assisting in emergencies when required, and acting as a chaperone (DBS required).

About You

You will have excellent communication skills, be calm, organised and empathetic, with good IT skills and attention to detail. You will work well within a team, be flexible and supportive. Previous healthcare experience is desirable but not essential as full training is provided.

What We Offer

A supportive working environment, training and development opportunities, and team-based working within a modern primary care setting.

About us

[Employer hidden — sign up to reveal] is a well-established, friendly dispensing practice with a growing patient list of approximately 9,000. We operate across three well-equipped sites, including a purpose-built branch surgery. The main site is located in the village of Kingsland, five miles north of Leominster, with branch surgeries near Ludlow and Craven Arms. Our clinical team includes three GP Partners and four Salaried GPs, supported by a multidisciplinary team including a pharmacist, visiting paramedic and GP registrars, alongside an administrative and clinical support team. We are a high-performing dispensing practice, with over 90% of patients eligible for dispensing and dispensaries operating across all sites. We are a GP training practice, Research Ready accredited, part of the North and West Herefordshire PCN, and rated Good by the CQC. We do not currently participate in out-of-hours or extended hours services and support staff wellbeing through an Employee Assistance Programme. [Employer hidden — sign up to reveal] Ltd is advertising this position on behalf of [Employer hidden — sign up to reveal]. This means that [Employer hidden — sign up to reveal] is the employing organisation and will make the final decision on appointing candidates. [Employer hidden — sign up to reveal] Ltd, on behalf of [Employer hidden — sign up to reveal], will collate all relevant information for the purpose of the recruitment and pre-employment check process. This information will then be securely transferred to [Employer hidden — sign up to reveal]. This role must not be advertised or represented by third parties without written authorisation.

Job description

Job responsibilities

Job Purpose: To act as the first point of contact for patients and visitors, providing a professional, efficient, and compassionate service. The post holder will support the smooth day-to-day running of the practice and assist in delivering patient care within a total triage system, where all patient requests are assessed by a GP. Also care navigate and book nurse appointments.

Key Duties and Responsibilities

• Welcome and direct patients and visitors in a courteous and professional manner
• Manage incoming calls via the cloud-based telephone system, taking accurate messages where required
• Book appointments and support the total triage process by accurately recording patient information
• Care navigate patients to the most appropriate clinician or service
• Respond to general patient enquiries in person, by telephone, and online
• Register new patients and support new patient processes
• Scan, file, and manage clinical correspondence using systems such as EMIS and DOCMAN
• Maintain accurate and up-to-date patient records
• Open and distribute post and manage practice email inboxes
• Support clinicians with administrative tasks where appropriate
• Act as a chaperone when required (DBS required)
• Assist in emergency situations as directed by clinical staff
• Ensure reception and waiting areas are tidy, safe, and well-stocked
• Report incidents, complaints, and near misses in line with practice policy

Additional Responsibilities

• Work collaboratively with the wider practice team
• Provide cover for colleagues during periods of leave or absence
• Participate in training, audits, and practice meetings as required
• Comply with all practice policies, including confidentiality, GDPR, safeguarding, and health & safety
• Support equality, diversity, and inclusion in all aspects of the role

Person Specification

Skills

Essential

• Excellent communication and interpersonal skills
• Ability to remain calm and professional in a busy environment
• Strong organisational skills and attention to detail
• Ability to work both independently and as part of a team
• Good problem-solving skills and ability to prioritise workload
• Empathy and a patient-focused approach
• Ability to handle sensitive situations with discretion and professionalism

Desirable

• Experience in a customer-facing or reception role
• Confidence in care navigating and signposting patients
• Familiarity with clinical systems such as EMIS and DOCMAN
• Understanding of confidentiality, safeguarding, and information governance in a healthcare setting
• Ability to adapt to change and support new ways of working, including total triage

Personal Qualities and Attributes

Essential

• Professional, courteous, and approachable manner
• Reliable, punctual, and flexible
• Ability to work under pressure in a fast-paced environment
• Respectful of patient confidentiality and privacy
• Positive attitude and willingness to support colleagues
• Resilient and able to manage challenging situations

Desirable

• Previous experience working within a team in a healthcare setting
• Confidence in dealing with difficult or sensitive conversations
• Proactive and able to use initiative
• Interest in personal development and continuous learning

Qualifications

Essential

• Good standard of general education (GCSEs or equivalent), including English and Maths
• Basic IT skills, including use of Microsoft Office and data entry systems
• Willingness to undertake training relevant to the role
• Commitment to maintaining confidentiality and working within data protection guidelines
• Driving Licence

Desirable

• Previous experience working in a GP practice or healthcare setting
• NVQ Level 2 or 3 in Business Administration, Customer Service, or equivalent
• Understanding of NHS systems and processes, including total triage models

Employer details

Employer name: [Employer hidden — sign up to reveal] Limited

Address: [Employer hidden — sign up to reveal] Ltd, Whitecross Road, Hereford, HR4 0DG

Employer's website: https://www.herefordshiregeneralpractice.co.uk

Employer contact details

For questions about the job, contact: Recruitment Team

Email: [Employer hidden — sign up to reveal]

Supporting documents

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