Medical Receptionist

Job description

Job responsibilities

Job Summary

The post holder will be the first point of contact for patients and visitors to the practice, providing a professional, welcoming and efficient reception service. They will be responsible for assisting patients in accessing the appropriate healthcare professional or service, responding to enquiries, and supporting the smooth day-to-day operation of the practice.

The successful candidate will work closely with the wider practice team to deliver high standards of customer service, maintain accurate patient records, and contribute to a positive patient experience. They will represent the practice in a courteous, compassionate and professional manner, both face-to-face and over the telephone.

Main Duties and ResponsibilitiesAdministrative Duties

• Develop and maintain a thorough knowledge of practice procedures and services.
• Work in accordance with practice policies, protocols and confidentiality requirements.
• Undertake routine administrative tasks, including photocopying, scanning and document management.
• Open, process and distribute incoming post as appropriate.
• Liaise effectively with hospitals, community services and other healthcare professionals.
• Register new patients and ensure accurate completion of registration documentation.
• Support the wider practice team with general administrative duties as required.

Reception Duties

• Welcome and assist patients and visitors attending the practice.
• Respond to patient enquiries promptly, efficiently and sensitively.
• Manage patient interactions at the reception desk while maintaining confidentiality at all times.
• Issue completed repeat prescriptions in accordance with practice procedures, ensuring patient details are verified.
• Provide cover across all reception workstations as required.
• Prepare pathology specimens and arrange collection by the designated courier.
• Distribute internal correspondence and documentation.

Appointment Management

• Process patient appointment requests via telephone, online systems and face-to-face enquiries.
• Book, amend and cancel appointments in accordance with practice protocols.
• Manage requests for home visits and ensure they are directed appropriately.
• Record and process telephone consultation requests accurately within the clinical system.
• Signpost patients to the most appropriate service or healthcare professional.

Clinical System and Records Management

• Register new patients and maintain accurate electronic patient records.
• Process changes to patient demographic information in a timely manner.
• Manage repeat prescription requests in accordance with practice policies.
• Scan, file and code clinical correspondence using the practice document management system.
• Accurately enter clinical and non-clinical data onto patient records.
• Update patient information, including smoking status, weight and other Quality and Outcomes Framework (QOF) data.
• Act upon relevant alerts and notifications within the clinical system.
• Record patient contacts and communications accurately.
• Complete patient details on pathology request forms as required.

Telephone Duties

• Answer incoming telephone calls promptly and professionally.
• Deal with enquiries effectively and courteously, taking accurate messages when required.
• Direct calls to the appropriate member of staff or service.
• Maintain a high standard of customer care in all telephone interactions.

General Responsibilities

• Contribute to maintaining a safe, secure and welcoming environment for patients, staff and visitors.
• Ensure reception and communal areas are kept tidy and presentable.
• Follow practice procedures relating to opening, closing and security of the premises, including alarms, doors and windows.
• Participate in mandatory training and practice meetings as required.
• Undertake any other duties appropriate to the post as requested by the Practice Manager or Assistant Practice Manager.

This role requires excellent communication, organisational and customer service skills, together with the ability to work effectively within a busy multidisciplinary team whilst maintaining patient confidentiality at all times.

Person Specification

Qualifications

• GCSEs (or equivalent) in English and Mathematics at Grade C/4 or above.
• Good standard of general education.
• Competent IT skills, including Microsoft Office applications and data entry.

• Training or experience in the use of clinical systems such as EMIS Web.
• Previous NHS, GP Practice or healthcare administration training.

Experience

• Previous experience in a receptionist, administrative or customer service role.
• Experience dealing with members of the public, ideally in a busy environment.
• Experience handling confidential information.
• Experience using computer systems and managing multiple tasks simultaneously.

• Previous experience working within a GP Practice, NHS organisation or healthcare setting.
• Knowledge of appointment systems, repeat prescribing processes and patient registration procedures.
• Familiarity with NHS terminology and services.

Essential Skills and Attributes

• Excellent communication and interpersonal skills.
• Ability to work under pressure in a busy environment.
• Strong organisational and time management skills.
• Accurate data entry and attention to detail.
• Ability to work as part of a team.
• Commitment to confidentiality and data protection requirements.

• Professional and compassionate approach to patients.

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

Boothstown Medical Centre

Address

Mosley Common Road

Tyldesley

Manchester

M29 8RZ

United Kingdom

Employer's website

https://www.boothstownmedicalcentre.co.uk/