Job Description

The Receptionist will adhere at all times to the practice’s agreed protocols and procedures, will contribute to updating them as required and will protect patient confidentiality at all times.

Reception staff will answer the various incoming outside lines into reception and also the internal lines.

• Switch incoming lines from out of hour’s message in the morning. 
• Handle patients telephoning with an emergency in accordance with the practice’s protocol.
• Provide future/on-the-day appointments/telephone advice slots with team members in accordance with practice’s Access Protocol. 
• Record patient information accurately and pass it on to appropriate team member for advice/triage including emergencies.
• Forward calls to team members. 
• Answer patient enquiries.
• Record and pass on messages accurately. 
• Assist patients checking the availability of their prescription or with a query.
• Switch incoming lines to out of hour’s message at the end of working day.

Reception staff will greet patients when they arrive in the practice and ensure that they are assisted appropriately. This will include the following list, which is not exhaustive:

• Handle patients presenting at reception as an emergency in accordance with the practice’s protocol. 
• Provide future/on-the-day appointments in accordance with the practice’s Access Protocol.
• Assist patients to check in for their appointments. 
• Process requests for repeat and acute prescriptions.
• Pass out prescriptions for collection and answer associated queries. 
• Advise walk-in patients about how to access the service according to patient need.
• Welcome and provide practice information/registration protocol details for patients wishing to register with the practice. 
• Process changes of address/patient details.
• Record and pass on messages.

Required Knowledge, Skills, and Abilities