Job description

Job responsibilities

Job Purpose

The Medical Receptionist provides a professional, efficient and patient-focused reception and administrative service within a busy GP Surgery. The post holder acts as the first point of contact for patients and healthcare professionals, ensuring a high standard of customer service while maintaining strict confidentiality and compliance with Practice policies.

The role supports the smooth running of the practice by managing appointments, responding to patient enquiries, processing clinical administration tasks and assisting the multidisciplinary healthcare team. The post holder will work within the GP surgery systems while promoting patient access to healthcare services.

Key Responsibilities

Reception and Patient Care

• Provide a professional, friendly and welcoming service to patients, visitors and healthcare professionals.
• Act as the first point of contact for patients attending the surgery or contacting the practice via telephone or online services.
• Direct patients to the most appropriate clinician or healthcare service
• Assist patients who require urgent medical attention and follow the triage/oncall protocol
• Monitor patient flow within the waiting area and keep patients informed of delays.

Appointment and Access Management

• Manage the computerised appointment system SystmOne
• Book, amend and cancel appointments for GPs, nurses, pharmacists, healthcare assistants and other clinicians.
• Process appointment requests through telephone, online access systems and face-to-face enquiries.
• Record requests for home visits in accordance with practice protocols.

Telephone and Communication Duties

• Answer incoming calls promptly and efficiently.
• Handle a high volume of calls while maintaining professionalism and patient confidentiality.
• Accurately record messages and forward them to clinicians or relevant team members.
• Communicate effectively with external healthcare organisations including hospitals, community services, pharmacies and laboratories.

Patient Administration

• Process new patient registrations in line with practice procedures.
• Maintain and update patient records accurately.
• Scan and file clinical correspondence including hospital letters, discharge summaries, laboratory reports and referral documents.
• Manage incoming and outgoing correspondence via post and electronic systems.

Prescription and Clinical Administration

• Process repeat prescription requests from patients and pharmacies through telephone, online services and email.
• Ensure prescription requests are processed in line with practice procedures.
• Assist with issuing test results and clinical information where appropriate.
• Ensure specimens are recorded, labelled and sent to the laboratory using the designated courier service.
• Ensure hospital results and laboratory reports are passed to the appropriate clinician for review when needed.

Online Patient Services

• Promote and assist patients in registering for online services
• Respond to patient queries received through online messaging systems.

Clinic and Practice Support

• Assist with the organisation and booking of annual reviews and seasonal flu clinics.
• Support patient recall systems for chronic disease management and annual reviews.
• Ensure consulting rooms are stocked
• Check and tidy clinical rooms

Compliance, Governance and Safeguarding

• Maintain strict patient confidentiality in accordance with GDPR
• Adhere to practice policies including Safeguarding, Infection Prevention and Control, Health and Safety, and Equality and Diversity.
• Participate in essential training including safeguarding, information governance and mandatory training

Teamwork and Professional Conduct

• Work effectively as part of a team including GPs, nurses, pharmacists, administrators and allied healthcare professionals.
• Communicate professionally with colleagues and external healthcare providers.
• Participate in practice meetings, training sessions

Person Specification

Essential Skills

• Excellent communication and interpersonal skills.
• Strong telephone and patient communication skills.
• Good organisational and time management abilities.
• Ability to work effectively in a busy environment.
• Ability to use initiative and prioritise workload.
• Ability to maintain confidentiality and professionalism at all times.

Desirable Skills

• Experience using clinical systems
• Knowledge of NHS services, primary care pathways and care navigation.

Experience

Essential

• Experience working with the public in a customer service or reception role.
• Experience handling confidential or sensitive information.

Desirable

• Previous experience in a GP practice, NHS or healthcare setting.
• Experience managing appointments or working within medical administration.

Personal Attributes

• Professional appearance and positive attitude.
• Friendly, approachable and empathetic manner.
• Flexible and adaptable approach to work.
• Ability to work collaboratively within a team environment.
• Mature approach with the ability to deal sensitively with patients.
• Ability to remain calm and professional in high-pressure situations.

Person Specification

Knowledge

Essential

• - Skills in dealing with public
• - Able to work under pressure at times
• - Able to answer calls promptly

Desirable

• - Knowledge of NHS and primary care

Experience

Essential

• - Ability to work in a confidential manner

Desirable

• - Reception/customer service experience

Personal Attributes

Essential

• - Smart appearance
• - Flexible/adaptable
• - Ability to work as part of team
• - Mature approach
• - Confidentiality

Desirable

• - Sense of humour and ability to deal sensitively with the public at times

Skills

Essential

• - Good communication and telephone skills.
• - Good organisational skills.
• - Ability to use own initiative

Desirable

• - Computer experience

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.

Employer details

Employer name

Betts Avenue Medical Centre

Address

2 Betts Avenue

Newcastle Upon Tyne

NE15 6TQ

United Kingdom

Employer's website

https://www.bettsavenue.nhs.uk/ (Opens in a new tab)