You will work in the Patient Services (reception) department as part of the Broadmead Medical Centre Reception Services team. You will receive, assist and direct patients in accessing the appropriate service or clinician in a courteous, efficient and effective way and will project a positive and welcoming 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 face to face and on the telephone. Booking appointments and dealing with patient queries and enquiries.
You will liaise with other NHS bodies, health care providers, support workers and other professionals on the telephone to help sort problems and issues relating to the care of patients.
You will proactively encourage registrations from patients within our boundaries. You will enter 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.
Main duties of the job
Who We're Looking For
We're looking for people who share our passion for the NHS and delivering "patient care by people who care".o You'll value equality, inclusion, and diversity, respecting the rights of others and celebrating difference.o You'll also share our social enterprise values, putting people and planet first, and be ready to play an active role as a co-owner in shaping our organisation's future.o Experience of working in customer care in a front- line roleo Administrative filing and record keepingo Good written communication skills, with the ability to draft professional emails and documentso Strong interpersonal skills, with a friendly and professional approach when dealing with employees, managers, and external contacts
About us
Why Join Our Team?
Make a Lasting Impacto Play a vital role in welcoming patients, visitors, and colleagues--helping them access the right care in a courteous, efficient, and supportive way.o Empower individuals to take control of their health and work towards healthier, more stable lives.o Be part of a service built on kindness, hope, and respect, ensuring every person feels valued and included.
Supportive, Collaborative Cultureo Join a friendly and committed Patient Services (Reception) team at Broadmead Medical Centre.o Work closely with clinicians, administrators, and partner organisations to provide seamless, high-quality patient experiences.o Help shape and improve services in an environment that welcomes your input and ideas.
Flexible, Balanced Working Lifeo Zero-hour Contracto Salary £13.39 per houro Generous annual leave, NHS pension, and discretionary annual bonuses
Professional growth and recognitiono Benefit from NHS discount schemes, cycle-to-work options, and an employee recognition platform with exclusive offers.o Develop your skills in communication, patient care, and healthcare systems through ongoing training and support.o As an Employee Ownership Trust, you're a co-owner-- empowered to shape the future of our organisation and take part in decision-making.
Job responsibilities
Front Desk & Communication
Greet and assist patients, carers, and the general public in a professional, friendly, and confidential mannerwhether in person, by phone, or email.
Handle all incoming calls and queries efficiently, using discretion and sensitivityparticularly with individuals who may be upset, confrontational, anxious, or have communication difficulties (e.g., hearing loss, language barriers).
Communicate with a wide range of NHS and external department staff to support effective coordination between services.
Relay test results to patients where appropriate, in accordance with practice policies.
Maintain strict confidentiality at all times regarding patient records, interactions, and practice matters.
Patient Registration and Records management
Register and deduct patients (regular, temporary, immediately necessary, or private) accurately using the clinical system.
Update patient demographics, including details such as disability status, carer responsibilities, and other equality information.
Compile and manage new patient registration packs and handle birth/death notifications in line with established procedures.
Process change-of-address updates and maintain record accuracy
Appointment & Schedule Management
Book, cancel, and reschedule appointments with appropriate clinicians using the clinical system.
Proactively manage appointments in cases of clinician absence, ensuring patients are informed and supported to avoid unnecessary inconvenience.
Signpost and prioritise patient needs based on urgency and training.
Clinical & Prescription Support
Respond to prescription queries and process repeat medication requests accurately and in a timely manner.
Support clinicians by using the clinical system to share relevant patient information.
Assist with emergency first aid or basic life support if trained and required.
General admission & Office support
Provide clerical and administrative support including filing, scanning, photocopying, coding, document retrieval, and data entry.
Manage internal communication and documentation processes (including confidential emails, mail, and filing systems).
Participate in additional administrative tasks as requested by the line manager or Practice Manager.
Contribute to maintaining efficient office systems and procedures
Facilities, IT & Supplies
Follow start-up and shut-down procedures daily to ensure IT and building security.
Receive and manage deliveries, observing storage requirements (e.g., refrigeration).
Assist in managing supplies and stock appropriately
Health, Safety & Patient Welfare
Provide appropriate support to patients who are unwell, distressed, bereaved, or experiencing emotional difficulties, in line with training and policy.
Manage potentially aggressive behaviour calmly and in line with policy, using alert systems when needed.
Handle bodily fluid samples (e.g., blood, urine) safely and according to infection control protocols.
Report any incidents, near misses, or areas of non-compliance to contribute to ongoing safety and learning.
Professional Responsibility & development
Work independently within broad procedural guidelines, using initiative to prioritise daily tasks.
Recognise and communicate training needs to support continuous improvement.
Comply with all Broadmead/BrisDoc policies and procedures, including incident reporting and quality assurance.
Person Specification
Qualifications and Training
* Educated to GCSE standard (or equivalent) with grade C or above in English
* Qualification / certificates in customer service
Knowledge, Skills and Experience
* Experience of working in customer care in a front line role
* Competent IT skills, including proficiency in Microsoft Office (especially Excel, Word, and Outlook)
* Experience of using EMIS web computer software
* Experience of prescription administration and/or experience working in a numerate capacity
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.
#J-18808-Ljbffr