We are a friendly practice located in the Adeyfield area of Hemel Hempstead seeking a Reception/Administrative member of staff to increase our existing workforce.
The role involves a combination of reception and administrative responsibilities within a busy practice. Key duties include managing the front desk and telephone enquiries, assisting patients with appointment bookings and general queries, and supporting the smooth day-to-day running of the practice.
Administrative tasks include scanning and filing documents, processing repeat prescription requests, and registering new patients accurately and efficiently.
We are seeking a reliable and organised individual to work 30 hours per week, Monday to Friday, from 1:00 PM to 7:00 PM.
The practice operates a same-day, GP-led triage system using eConsult, which patients are encouraged to complete for appointment requests and medical queries. Telephone enquiries may also include requests for urgent appointments, particularly for housebound or vulnerable patients, which require appropriate prioritisation and sensitivity.
We foster a supportive and collaborative working environment, where team members work closely together to provide cover and maintain high standards of patient care. Shifts are structured to ensure variety throughout the day, so no one remains in a single role for extended periods. The practice is also committed to staff wellbeing and maintaining a positive workplace culture.
Main duties of the job
Main duties include answering telephones or dealing with patients face to face to assist with making appointments, answering enquiries or signposting patients whilst providing an effective and friendly service.
About us
We are a friendly and well-established practice, comprising five Partners and two salaried GPs, supported by a multidisciplinary team including nursing staff, a paramedic, clinical pharmacists, a mental health practitioner, and a social prescriber.
Our administrative and reception teams work collaboratively, maintaining a supportive environment where colleagues assist one another to ensure seamless service delivery and continuity of care.
We will only contact you if you're successful; previous applicants need not apply.
Job responsibilities
Key Responsibilities:
Reception Duties:
* Greet patients and visitors in a friendly, courteous, and professional manner
* Manage front desk activities, including booking, cancelling, and rearranging appointments
* Answer incoming telephone calls, handling queries efficiently and directing calls as appropriate
* Support patients with queries relating to appointments, prescriptions, and general services
* Process requests for urgent appointments in line with practice procedures
Administrative Duties:
* Register new patients and maintain accurate patient records
* Process repeat prescription requests in accordance with practice protocols
* Scan, file, and manage incoming correspondence and documents
* Action tasks and workflow within the clinical system
* Support clinicians and management with general administrative tasks
* Assist patients in accessing services, including online consultation systems such as eConsult
* Provide additional support to vulnerable or housebound patients where needed
* Maintain patient confidentiality at all times
Team Working:
* Work collaboratively with clinical and non-clinical staff to ensure smooth practice operations
* Provide cover for colleagues during absences and busy periods
* Participate in a rota system, with varied duties throughout shifts
General Duties:
* Adhere to practice policies and procedures, including confidentiality, safeguarding, and health & safety
* Maintain a tidy and organised reception and administrative area
* Contribute to a positive and supportive working environment
Person Specification
Qualifications
* Grade B standard English and Maths
* Keyboard Skills
* Clear and concise telephone manner
* Experience in customer service
Experience
* Customer Service experience
* Excellent communication and interpersonal skills
* Strong organisational and multitasking abilities
* Ability to work under pressure in a busy environment
* Good IT skills and attention to detail
* Professional, empathetic, and patient-focused approach
* Previous experience in a GP practice or healthcare setting
* Familiarity with clinical systems and online consultation tools (e.g. eConsult, EMIS)
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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