We at High Street Surgery are looking for a motivated and enthusiastic Receptionist to join our friendly and supportive team. This is a key front‑line role within the practice, providing a professional and welcoming service to patients, visitors and colleagues.
The successful candidate will work 30.75 hours per week across four weekdays and will play an important part in ensuring the smooth day‑to‑day running of the surgery. Excellent communication, organisational and customer service skills are essential, along with the ability to work effectively in a busy environment while maintaining a high standard of patient care.
Main duties of the job
Main Duties of the Role
- Be the first point of contact for patients and visitors, providing a professional, friendly and efficient service.
- Manage appointments, patient enquiries and telephone calls, ensuring patients are directed to the most appropriate service or healthcare professional.
- Process repeat prescription requests, correspondence, scanning and other administrative tasks to support the smooth running of the practice.
- Support patient recalls and healthcare campaigns to help achieve practice quality targets, including QOF and QIF.
- Facilitate effective communication between patients, the practice team and external healthcare providers.
- Work collaboratively with colleagues to deliver excellent patient care and customer service.
Job summary
Medical Receptionist / Administrator – Reports to Reception Manager. The Medical Receptionist / Administrator provides a professional and efficient front‑line service to patients, visitors and healthcare professionals. The role encompasses reception, administrative and care navigation duties, supporting effective communication and the smooth day‑to‑day operation of the practice.
Main Duties and Responsibilities
Reception Duties
- Act as the first point of contact for patients and visitors, both in person and by telephone.
- Manage appointment requests, home visit requests and telephone consultations, directing patients to the most appropriate healthcare professional or service.
- Assist patients with repeat prescriptions, registration and online access services.
- Use care navigation principles to direct patients to the most appropriate clinician, service or healthcare provider.
- Support patients in accessing and using online services, including appointment booking, repeat prescriptions and access to medical records.
Administrative Duties
- Maintain and monitor the appointment system.
- Process incoming and outgoing mail, email and electronic tasks.
- Process repeat prescription requests in accordance with practice protocols and timescales.
- Accurately update, file, scan and code information into patient records in line with practice protocols.
- Register new patients and prepare medical records for transfer.
- Provide clerical support to clinical and administrative staff, including data entry, word processing and photocopying.
- Support patient recall programmes, health campaigns and quality improvement initiatives, including QOF and QIF requirements.
- Monitor stock levels of stationery and office supplies and report requirements to the Practice Manager.
Practice Support
- Open and close the surgery, ensuring security is maintained at all times.
- Maintain a clean, tidy and safe reception area, including noticeboards and information displays.
- Assist in infection prevention and control by following practice policies and ensuring work areas are kept clean and hazard‑free.
- Support colleagues in achieving practice objectives and delivering high‑quality patient care.
- Undertake mandatory and role‑specific training within agreed timescales.
Confidentiality
- Handle all patient, staff and practice information in strict confidence.
- Only share information with authorised persons, in line with data protection, confidentiality and information governance policies.
Health & Safety
- Identify and manage risks in daily work.
- Follow infection prevention and control procedures and maintain clean, safe work areas.
- Use personal security systems as directed.
- Report health, safety or infection hazards promptly.
- Participate in mandatory health and safety and infection control training.
Equality, Diversity and Inclusion
- Act in a way that recognises and respects people’s rights, dignity and individual circumstances.
- Promote a welcoming, non‑judgmental and inclusive environment.
- Support equality of opportunity and challenge discrimination where appropriate.
Personal and Professional Development
- Participate in annual performance reviews and take responsibility for ongoing learning and development.
- Maintain an up‑to‑date record of skills and competencies.
- Support the induction and training of new or junior staff when required.
Quality
- Contribute to the effectiveness and efficiency of the team.
- Take responsibility for own work, quality and performance.
- Suggest and support improvements to practice systems and processes.
- Work collaboratively with colleagues and external agencies to meet patient needs.
- Participate in audit, service development and quality improvement activities where appropriate.
Communication
- Communicate clearly, professionally and effectively with patients, carers and colleagues.
- Recognise and adapt to different communication needs.
- Promote effective team communication and positive working relationships.
Service Contribution
- Apply practice policies, standards and guidance in daily work.
- Support the delivery of safe, effective and patient‑centred services.
- Contribute to the achievement of practice objectives and contractual requirements.
General
This job description is intended as a guide to the main responsibilities of the role and is not exhaustive. The post‑holder may be required to undertake other duties appropriate to the grade of the post, as reasonably requested by the Practice Manager or GP Partners.
Person Specification
Qualifications
- Good standard of general education & GCSE English.
- Experience of using own initiative.
- Experience of working in reception.
- Experience of customer service setting.
- High Level IT skillset.
- Time management and ability to work to deadlines.
- Ability to work as part of a multi‑disciplinary team.
- Ability to travel between sites.
- Flexibility with working hours.
- Ability to cover other staff absence at short notice.
- Worked with EMIS or another clinical health system.
- Experience of working in primary care.
- Working knowledge of medical terminology.
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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