Job responsibilities
The duties and responsibilities to be undertaken by Receptionist / IT Support may include any or all of the items in the following list. This is not an exhaustive list, and duties may be varied from time to time under the direction of the Reception Team Lead and/or the IT and Communications Support Officer, dependent on current and evolving practice workload, staffing levels and business priorities:
IT Support:
- Provide frontline support to the team, addressing day to day IT queries to ensure smooth operations.
- Assist staff in submitting IT support requests to our service provider, and track progress to expedite issue resolution.
- Assist staff in submitting Telephony support requests to our service provider, Focus Group, and track progress to expedite issue resolution.
- Identify, diagnose, and resolve less complex IT issues using troubleshooting techniques to minimise downtime.
- Support the installation and configuration of computer hardware and software as required, ensuring all components are set up and operational for the Practices teams.
- Collaborate with the IT & Communications Support Officer on daily tasks such as resolving queries, supporting teams with IT consumables usage (Printer toners etc), performing backups, and managing security tasks like user audits and software updates.
- Assist with the installation and configuration of new hardware components (printers, label printers, computers, monitors, measurement devices), optimising devices for user needs.
- Prepare workstations for new staff members, ensuring hardware and software are up to date, windows user is set up, smartcards are configured and NHSmail is ready.
Receptionist:
- Administer prescriptions, both general and repeat, according to practice guidelines.
- Handle general emails and provide professional, prompt responses (patients, X-rays, scans, etc.).
- File and retrieve patient paperwork and medical records as needed.
- Perform data entry, allocate and collate information in line with practice procedures.
- Scan, photocopy, and extract medical records as required.
- Complete various forms, including insurance forms and registrations for treatment.
- Sort medication review appointments or blood tests and liaise with doctors, nurses, and other health professionals.
- Register new patients and update systems accordingly, including handling temporary patients.
- Follow up on hospital or laboratory results and manage tasks forwarded by GPs.
- Administer urgent notifications on SystmOne and handle newborn administration (registrations, vaccinations, etc.).
- Process and distribute incoming and outgoing mail.
Receptionist other duties:
At busy times you may be required to support with call handling and Front Desk duties. Full training will be given as well as shadowing of roles before being asked to support in this capacity.
Call Handling duties can include -
- Manage telephone requests for appointments, visits, and telephone consultations, directing callers to the appropriate healthcare professional.
- Take messages and pass on information accordingly.
- Handle referral queries from patients and book complex appointments (e.g., HGV, minor operations).
- Cancel and reschedule appointments in line with GP availability.
- Communicate blood test results to patients as per GP instructions.
Front Desk duties can include -
- Greet patients on arrival and route them for appointments.
- Handle general patient inquiries, explain procedures, and schedule new and follow-up appointments.
- Distribute prescriptions and manage patient samples/specimens.
- Ensure visitors are logged in and out of the visitors book.
- Receive deliveries and notify recipients accordingly.
Confidentiality
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
Using personal security systems within the workplace according to practice guidelines.
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
Making effective use of training to update knowledge and skills.
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
Reporting potential risks identified.
Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
Behaving in a manner which is welcoming, non-judgmental.
Personal/Professional Development
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
Completing all mandatory training on eLearning/Bluestream, ensuring that it is always up to date.
Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
The post-holder will strive to maintain quality within the practice, and will:
Alert other team members to issues of quality and risk.
Assess own performance and take accountability for own actions, either directly or under supervision.
Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
Work effectively with other professionals / teams to meet patients needs.
Effectively manage own time, workload and resources.
Person SpecificationExperienceEssential
- Minimum 2 years experience in an IT support role or role with IT frontline support duties
- Experience working in a GP practice or similar primary care business
- Practical IT experience of hardware, software and peripherals
- Experienced with MS Office
- Experience in providing relevant technical support at the appropriate level
Desirable
- Experience of providing excellent customer care
- Good understanding of key IT service requirements
- Experience working on SystmOne or similar clinical systems
QualificationsEssential
- English and Maths qualification either GCSE A to C or Functional Skills Level 2 or GCSE 4* or NVQ level 2
- Working knowledge of Microsoft Desktop OS
- In-depth level knowledge of core IT applications including Microsoft Office
- Good working knowledge MS Teams
- Good working knowledge of Microsoft 365 applications
- Working knowledge of Wi-Fi in a commercial environment
Desirable
- Educated to further education level (e.g. A-Levels, BTEC, GNVQ)
Personal CharacteristicsEssential
- Works effectively, independently, and as a member of a team
- Ability to remain calm and composed in high pressure situations
- Excellent inter-personal skills
- Willing to develop own skills and knowledge
- Works effectively, independently, and as a member of a team
- Able to diligently follow up actions to ensure completion
- Self-motivated and proactive
- Recognise peoples needs for alternative methods of communication and respond accordingly
Other requirementsEssential
- Meets DBS reference standards and has a clear criminal record, in line with the law on spent convictions
- Champion of equality and valuing diversity
- Operates at all times in line with Confidentiality and Data Protection Act
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.
Job Type: Full-time
Pay: £12.94 per hour
Benefits:
- Free parking
- Health & wellbeing programme
- On-site parking
Work Location: In person
Reference ID: Receptionist / IT Support
