Also known as Patient Services Administrator/Advisor or Care Navigator
A vital role in providing frontline support for patients and ensuring the smooth operation of the practice. They serve as the first point of contact for patients, both in person and over the phone, handling administrative duties while supporting the clinical team.
Scope of Practice
Greeting and Assisting Patients:
- Welcoming patients as they arrive, checking them in for appointments, and guiding them through the practice.
- Answering patient inquiries about services, appointments, and general practice information.
Managing Appointments:
- Booking, cancelling, and rescheduling patient appointments, both in person and over the phone.
- Managing online appointment systems and coordinating with clinical staff to ensure schedules run smoothly.
- Prioritizing urgent cases and triaging calls to direct patients to the right healthcare professional.
Handling Telephone Calls:
- Answering phone calls, responding to queries, booking appointments, and dealing with prescription requests.
- Providing information or transferring calls to the appropriate department or healthcare provider.
Administrative Duties:
- Filing, scanning, and maintaining patient records to ensure they are accurate and up to date.
- Dealing with paperwork such as patient registration forms, letters, referrals, and test results.
- Managing emails and correspondence with patients, hospitals, and other healthcare providers.
Supporting Clinical Staff:
- Assisting GPs, nurses, and other clinical staff with administrative tasks, such as sending referrals, coordinating test results, or managing follow-up appointments.
Managing Patient Flow:
- Organizing patient flow to ensure waiting times are minimized and that the clinical team is kept updated on the status of appointments.
- Handling waiting room management, ensuring patients are informed of delays and addressing any concerns.
Handling Patient Queries and Complaints:
- Addressing patient concerns or complaints in a professional and empathetic manner. Directing complaints to the practice manager or appropriate staff when necessary.
Confidentiality and Data Protection:
- Ensuring all patient information is handled in line with GDPR and NHS confidentiality regulations.
- Maintaining the confidentiality of sensitive patient data at all times.
Training
A variety of training programmes exist for Reception teams to undertake specific training in certain areas. More formalised training can be obtained via an apprenticeship route. These would generally be a Level 3 Business/Administration Apprenticeship and can be specific for Primary Care: PMA Business Administrator– Incorporating Business Administration Level 3 Apprenticeship Standard – PMA (pma-uk.org)
Local colleges also offer Business Administration apprenticeships.
Funding
For apprenticeships – Government funding is available to cover tuition and end point assessment fees associated with apprenticeship programmes. Most Primary Care organisations are non-levy paying (i.e. have a wages bill of under £3 million each year)
There are 2 ways to access funding.
- Co- investment funding – the government will cover 95% of the tuition fees and the practice/PCN would need to cover the remaining 5%.
- Levy Share – Larger levy paying organisations can share their Levy with others and this would cover the total cost of tuition fees.
Supervision Requirements
Supervision is normally provided by a Team Leader/Department Manager, Ops Manager, Practice Manager or GP Partner
Learning and Development
Receptionists can progress in two different ways:
A) A more clinical role – via GP Assistant Programme or HCA
B) Administratively – via Team Lead to Management.
Devon Training Hub Offers
- Devon Way – Level 3 Business & Administration Apprenticeship in Primary Care.
Non-Clinical Apprenticeships | Workforce & Careers | Devon Training Hub
