Job summary

Location: Hartlepool (across all McKenzie Group Practice sites)

McKenzie Group Practice are recruiting for permanent roles and also fixed-term maternity cover roles, with full-time and part-time hours being considered. Working hours will be confirmed during the recruitment process.

Overview:

We are looking for a friendly, enthusiastic, and resilient Receptionist to join our forward-thinking and welcoming team on a 12-month fixed-term maternity cover contract. You will be part of a supportive environment where training and development are built into the role from day one.

The successful applicant will deliver a high-quality, professional reception and administrative service to patients, colleagues, healthcare professionals, and visitors. You will be the first point of contact for patients, helping to ensure a positive, efficient, and compassionate experience.

About Us:

McKenzie Group Practice is a large, SystmOne and GP training practice serving approximately 25,000 patients. Our clinical team includes 10 GP Partners, 6 Advanced Nurse Practitioners, Pharmacists, Social Prescribing Link Workers, and Mental Health Practitioners. We pride ourselves on our friendly, supportive, and forward-thinking culture.

What We Offer

• Comprehensive induction and ongoing training.
• Competitive salary.
• Supportive team environment.
• Opportunities for personal and professional development.

Main duties of the job

• Provide a professional, courteous first point of contact for patients in person, by telephone, and online.
• Book and manage patient appointments, including home visits and interpreter services.
• Process prescription requests and patient registrations.
• Use the SystmOne clinical system (training provided) to manage patient records accurately and confidentially.
• Support clinicians with administrative tasks, including scanning and filing.
• Manage general reception duties, such as sorting post, maintaining supplies, and keeping work areas tidy.
• Recognise urgent or emergency situations and take appropriate action.
• Signpost patients to the most appropriate services in line with practice protocols.

Additional Information

This role may involve working across multiple practice sites within Hartlepool and occasional lone working once competent. The successful applicant must be available to work between the hours of 8:00am and 6:00pm on a rota basis.

All appointments are subject to a satisfactory Disclosure and Barring Service (DBS) check.

If you are passionate about providing excellent patient care and customer service and would like to join a friendly and progressive practice, we would love to hear from you.

About us

At Hartlepool and Stockton Health GP Federation our guiding aim is to improve the health and wellbeing of local people. Relationships are key to everything we do and by working with our practice members and their Primary Care Networks, as well as other local partners, we strive to provide excellent services that help people to live their best lives.

As part of this support, we are hosting this job advert on behalf of McKenzie Group Practice.

Details

Date posted

02 October 2026

Pay scheme

Other

Salary

Depending on experience

Contract

Fixed term

Duration

12 months

Working pattern

Full-time, Part-time

Reference number

B0524-26-0042

Job locations

Mckenzie Group Practice

Mckenzie House

17 Kendal Road

HARTLEPOOL

Cleveland

TS25 1QU

United Kingdom

Job description

Job responsibilities

JOB TITLE - Receptionist/Administration Clerk

REPORTS TO - Practice Manager/Business Manager

RESPONSIBLE TO - Business Manager

Job Summary

Undertake all aspects of reception and administrative duties across ALL McKenzie Group Practices, including potential lone working.

To undertake these duties without direct supervision, working within broad procedural guidelines.

To ensure that total confidentiality is maintained in that no information about patients, either medical or personal, is disclosed to persons other than those employed by, or attached to, the Practice for which such information is relevant.

Good communications are extremely important within the practice, with both patients and with outside agencies and you will be expected to help ensure that everyone who you come into contact with, holds the practice in high regard. Absolute discretion is required in protecting patients confidentiality.

Job Responsibilities

• To provide a professional, courteous and efficient first point of contact for McKenzie Group Practice/Gladstone House Surgery for patients seeking health information or healthcare assistance.
• Answer general enquiries from patients/agencies/healthcare workers in a professional and efficient manner via all routes e.g. face to face/telephone/online.
• Book a wide range of appointments for patients accessing services.
• Care navigation.
• Using eConsultation and eLite for patients.
• Deal with requests for prescriptions in conjunction with the Meds team ensuring requests for prescriptions are dealt with within two working days or ordering.
• Grant access to online services in line with practice policy.
• Booking of home visits as per practice policy.
• Refer electronically to SPA via SystmOne.
• Carry out the process of new patient registrations and be familiar with relevant documentation required and carry out initial registration onto the SystmOne.
• Use TPP SystmOne clinical system and decision support software as required for all patient contacts registered/non-registered.
• Use clinical coding for recording on patients electronic record as required.
• Summarise medical records.
• Sending of Notification of Infection Diseases forms to HPA Agency via email.
• Inform patients of test results and any actions required, chase up if necessary.
• Deal with blue light ambulance requests.
• Booking an interpreter when required.
• Calling and recalling patients as part of the practice recall system.
• Recognise through appropriate training and use of decision tools as required urgent and emergency patient conditions and direct patients to the appropriate clinician or emergency services.
• Maintain an efficient filing system of patients medical records where required.
• Maintain efficient filing systems of office and Medical Centre documentation.
• Contribute to the smooth and efficient delivery of healthcare services by providing signposting, using information systems appropriate to patient need.
• Inputting and retrieval of data using computer systems, ensuring all information is recorded accurately.
• Process all removals from the practice list, print off computer records and merge with original records folder and return to PCSE for patients leaving the practice list.
• Scanning documents into clinical and office computer systems.
• Documenting requests for medical reports/patient information.
• Deal with amendments to patients details, including change of name, address and telephone number.
• Ensure computers/rooms/reception area ready for use at the beginning of each day and all systems securely closed down at the end of a working day.
• Ensure ample supply of sample forms and bottles, ICE paper etc. are kept in reception.
• Update collection folder, remove any old forms/letters and file in patients notes.
• Advise patients of relevant charges for private services in accordance with the Non NHS fees policy, accept payments for these and issue receipts for the same.
• Deals with and action any change of addresses.
• Take part in Medical centre meetings/training/1:1s and development of the service.
• Undertake further training and development as identified at an individuals personal development review.
• Undertake an annual performance appraisal and work to personal performance objectives.
• Maintain strong links through multi-agency working.
• Ensuring patient information is reported back to patients own practice in agreed time lines where relevant.
• Attend all statutory and mandatory training.
• Take on any other duties consistent with the development of the role as required.
• Opening of internal post and sorting as per practice protocol.
• Opening and closing up of the surgery each working day ensuring consulting rooms and tidy and secure.
• Making tea/coffee for staff.

This is not intended to be an exhaustive list of duties and responsibilities of the post and the post holder may be requested to carry out any other duties appropriate to the post.

The post may change over time to meet business requirements and the job description may be changed after consultation with the post holder at any time.

Working Environment

Carry out routine checks to ensure your workstation is clean and tidy at the start and end of your shift.

Ensure all equipment in your workstation is operational and up to date and report any issues to your line manager.

Ensure that confidential patient information is stored and handled according to protocol and report any concerns to your line manager.

Health & Safety

Assist in promoting and maintaining your own and others health, safety and security as defined in the Practice Health and Safety policy. Ensure that any hazards in your working area are reported immediately to your line manager.

Confidentiality

Ensure patient and Practice information is kept confidential and secure at all times, in accordance with the Information Security and Confidentiality protocols

Performance/Professional Development

To participate in training sessions to ensure administrative, clinical and computer skills are kept up to date with current technology and practice.

To participate in regular appraisal meetings.

To participate in regular team meetings.

Equality & Diversity

To support the equality, diversity and rights of patients, carers and colleagues according to Practice protocol.

Working with Patients

To work in partnership with our patients to help them achieve better health outcomes.

To offer a polite, friendly and efficient level of customer service to all our patients.

Dignity and Respect

To treat patients, colleagues and visitors with dignity and respect at all times.

Feedback

To listen to feedback from patients and colleagues whether this be a complaint, comment or compliment and if it cannot be dealt with immediately, ensure it is reported immediately to a member of the Practice Management Team.

CQC

To work within the guidelines set by CQC to ensure that the Practice is safe, efficient and provides the best possible care for patients.

To offer suggestions to the management team on how we can improve, progress and develop all processes relating to CQC.

Any Other Duties

Any other duties as may be determined by the Business Manager and Partners.

Job description Job responsibilities JOB TITLE - Receptionist/Administration ClerkREPORTS TO - Practice Manager/Business ManagerRESPONSIBLE TO - Business ManagerJob SummaryUndertake all aspects of reception and administrative duties across ALL McKenzie Group Practices, including potential lone working.To undertake these duties without direct supervision, working within broad procedural guidelines.To ensure that total confidentiality is maintained in that no information about patients, either medical or personal, is disclosed to persons other than those employed by, or attached to, the Practice for which such information is relevant.Good communications are extremely important within the practice, with both patients and with outside agencies and you will be expected to help ensure that everyone who you come into contact with, holds the practice in high regard. Absolute discretion is required in protecting patients confidentiality.Job Responsibilities To provide a professional, courteous and efficient first point of contact for McKenzie Group Practice/Gladstone House Surgery for patients seeking health information or healthcare assistance.Answer general enquiries from patients/agencies/healthcare workers in a professional and efficient manner via all routes e.g. face to face/telephone/online. Book a wide range of appointments for patients accessing services. Care navigation. Using eConsultation and eLite for patients.Deal with requests for prescriptions in conjunction with the Meds team ensuring requests for prescriptions are dealt with within two working days or ordering. Grant access to online services in line with practice policy. Booking of home visits as per practice policy. Refer electronically to SPA via SystmOne.Carry out the process of new patient registrations and be familiar with relevant documentation required and carry out initial registration onto the SystmOne.Use TPP SystmOne clinical system and decision support software as required for all patient contacts registered/non-registered. Use clinical coding for recording on patients electronic record as required. Summarise medical records. Sending of Notification of Infection Diseases forms to HPA Agency via email. Inform patients of test results and any actions required, chase up if necessary. Deal with blue light ambulance requests. Booking an interpreter when required. Calling and recalling patients as part of the practice recall system. Recognise through appropriate training and use of decision tools as required urgent and emergency patient conditions and direct patients to the appropriate clinician or emergency services. Maintain an efficient filing system of patients medical records where required. Maintain efficient filing systems of office and Medical Centre documentation. Contribute to the smooth and efficient delivery of healthcare services by providing signposting, using information systems appropriate to patient need. Inputting and retrieval of data using computer systems, ensuring all information is recorded accurately. Process all removals from the practice list, print off computer records and merge with original records folder and return to PCSE for patients leaving the practice list. Scanning documents into clinical and office computer systems. Documenting requests for medical reports/patient information. Deal with amendments to patients details, including change of name, address and telephone number. Ensure computers/rooms/reception area ready for use at the beginning of each day and all systems securely closed down at the end of a working day. Ensure ample supply of sample forms and bottles, ICE paper etc. are kept in reception. Update collection folder, remove any old forms/letters and file in patients notes. Advise patients of relevant charges for private services in accordance with the Non NHS fees policy, accept payments for these and issue receipts for the same. Deals with and action any change of addresses. Take part in Medical centre meetings/training/1:1s and development of the service. Undertake further training and development as identified at an individuals personal development review. Undertake an annual performance appraisal and work to personal performance objectives. Maintain strong links through multi-agency working. Ensuring patient information is reported back to patients own practice in agreed time lines where relevant. Attend all statutory and mandatory training. Take on any other duties consistent with the development of the role as required. Opening of internal post and sorting as per practice protocol. Opening and closing up of the surgery each working day ensuring consulting rooms and tidy and secure. Making tea/coffee for staff.This is not intended to be an exhaustive list of duties and responsibilities of the post and the post holder may be requested to carry out any other duties appropriate to the post.The post may change over time to meet business requirements and the job description may be changed after consultation with the post holder at any time.Working EnvironmentCarry out routine checks to ensure your workstation is clean and tidy at the start and end of your shift.Ensure all equipment in your workstation is operational and up to date and report any issues to your line manager.Ensure that confidential patient information is stored and handled according to protocol and report any concerns to your line manager.Health & SafetyAssist in promoting and maintaining your own and others health, safety and security as defined in the Practice Health and Safety policy. Ensure that any hazards in your working area are reported immediately to your line manager.ConfidentialityEnsure patient and Practice information is kept confidential and secure at all times, in accordance with the Information Security and Confidentiality protocolsPerformance/Professional DevelopmentTo participate in training sessions to ensure administrative, clinical and computer skills are kept up to date with current technology and practice.To participate in regular appraisal meetings.To participate in regular team meetings.Equality & DiversityTo support the equality, diversity and rights of patients, carers and colleagues according to Practice protocol.Working with PatientsTo work in partnership with our patients to help them achieve better health outcomes.To offer a polite, friendly and efficient level of customer service to all our patients.Dignity and RespectTo treat patients, colleagues and visitors with dignity and respect at all times.FeedbackTo listen to feedback from patients and colleagues whether this be a complaint, comment or compliment and if it cannot be dealt with immediately, ensure it is reported immediately to a member of the Practice Management Team.CQCTo work within the guidelines set by CQC to ensure that the Practice is safe, efficient and provides the best possible care for patients.To offer suggestions to the management team on how we can improve, progress and develop all processes relating to CQC.Any Other DutiesAny other duties as may be determined by the Business Manager and Partners.

Person Specification

Application Criteria

Essential

• Excellent communication and customer service skills.
• A professional and confident telephone manner.
• Ability to remain calm and effective in a busy environment.
• Strong organisational skills and the ability to use initiative.
• Good IT skills, including experience using Microsoft Office.
• Professional, adaptable, and team-focused approach.

Desirable

• Previous experience working in a GP practice or healthcare setting.
• Familiarity with SystmOne.
• Previous reception or administrative experience.

Person Specification Application Criteria Essential Excellent communication and customer service skills. A professional and confident telephone manner. Ability to remain calm and effective in a busy environment. Strong organisational skills and the ability to use initiative. Good IT skills, including experience using Microsoft Office. Professional, adaptable, and team-focused approach. Desirable Previous experience working in a GP practice or healthcare setting. Familiarity with SystmOne. Previous reception or administrative 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

Hartlepool & Stockton Health [H&SH]

Address

Mckenzie Group Practice

Mckenzie House

17 Kendal Road

HARTLEPOOL

Cleveland

TS25 1QU

United Kingdom

Employer's website

https://www.hartlepoolandstocktonhealth.co.uk/ (Opens in a new tab)

Employer details

Employer name

Hartlepool & Stockton Health [H&SH]

Address

Mckenzie Group Practice

Mckenzie House

17 Kendal Road

HARTLEPOOL

Cleveland

TS25 1QU

United Kingdom

Employer's website

https://www.hartlepoolandstocktonhealth.co.uk/ (Opens in a new tab)