Job summary
** INTERVIEWS WILL BE HELD THURSDAY 13TH MARCH 2025 **
A Medical Receptionist plays a crucial role in ensuring the smooth running of a GP Surgery by providing front-line support to patients and our team of healthcare professionals. This role involves handling administrative tasks, managing patient appointments and ensuring excellent patient care and confidentiality.
- Offer general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
- Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of clerical support to clinical staff and other members of the Practice team
- Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.
Main duties of the job
Patient Interaction & Communication:
- Greet and assist patients in a friendly and professional manner
- Answer telephone calls, deal with patient queries and signpost appropriately
- Book, amend and cancel appointments using EMIS Web clinical system
- Process prescription requests and liaise with the in-house pharmacy team
- Provide information about services, policies and procedures.
Administrative Duties:
- Maintain accurate patient records
- Handle incoming and outgoing correspondence, including emails
- Coding, filing and managing medical documents.
Confidentiality & Compliance:
- Ensure patient confidentiality is maintained at all times
- Adhere to NHS policies, GDPR and practice protocols
- Support the practice in safeguarding and data protection compliance.
Teamwork & Additional Support:
- Work collaboratively with both clinical and administrative teams.
About us
James Alexander Family Practice is a large Primary Care Organisation, delivering General Practice services across two sites; with practices at Bransholme Health Centre and Princes Medical Centre.
Patient-centred care is at the heart of our organisation, with one of our key objectives being to provide a high-quality service to our patients.
Our total list size is over 21,000 patients with over 13,000 registered at Bransholme, and over 8,000 at Princes Avenue.
We have a wide and diverse clinical team of both medical and non-medical staff with a range of staff including Clinical Practitioners, First Contact Physiotherapists, GP Assistants, Practice Nurses, Health Care Assistants and a Mental Health Practitioner. We also have a dedicated in-house Pharmacy Team.
We work closely with the Primary Care Network; Marmot PCN and both get support from and support the PCN.
James Alexander Family Practice recognises the importance of personal interests and family life and works to create a healthy work/life balance for all staff.
Regular staff activities are arranged outside of work to support and maintain staff emotional wellbeing, recent events have included walking with alpacas and wine tasting.
We have staff health and wellbeing weeks throughout year where staff get access to activities such as massages, reiki and jewellery making through the working week.
We actively take part in events to support local organisations and charities.
Job description
Job responsibilities
The following are the core responsibilities of the Medical Receptionist. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
- Process personal, telephone and e-requests for appointments
- Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
- Signpost patients to the correct service
- Process incoming and outgoing mail
- Initiating contact with and responding to, requests from patients, team members and external agencies
- Read code data on Emis Web
- Photocopy documentation as required
- File and store records as required
- Data entry of new and temporary registrations and relevant patient information as required
- Input data into the patients healthcare records as necessary
- Scanning of patient related documentation and attaching scanned documents to patients healthcare records
- Process requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team
- Manage all queries (including administrative queries) as necessary in an efficient manner
- Maintain a clean, tidy, effective working area at all times
- Support all clinical staff with general tasks as requested.
Job description
Job responsibilities
The following are the core responsibilities of the Medical Receptionist. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
- Process personal, telephone and e-requests for appointments
- Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
- Signpost patients to the correct service
- Process incoming and outgoing mail
- Initiating contact with and responding to, requests from patients, team members and external agencies
- Read code data on Emis Web
- Photocopy documentation as required
- File and store records as required
- Data entry of new and temporary registrations and relevant patient information as required
- Input data into the patients healthcare records as necessary
- Scanning of patient related documentation and attaching scanned documents to patients healthcare records
- Process requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team
- Manage all queries (including administrative queries) as necessary in an efficient manner
- Maintain a clean, tidy, effective working area at all times
- Support all clinical staff with general tasks as requested.
Person Specification
Other Requirements
Essential
- Ability to work flexible hours, to provide cover for annual leave and sickness as required
- Commitment to providing high-quality patient care
Desirable
- Knowledge of different languages
Experience
Essential
- Experience in a customer-facing role (e.g. receptionist, administrator).
- Experience handling confidential information
Desirable
- Experience working in a GP surgery or healthcare setting
- Knowledge of EMIS Web clinical system
Qualifications
Essential
- GCSEs (or equivalent) in English & Maths
Desirable
- NVQ Level 2/3 in Customer Service or Business Administration
Knowledge & Understanding
Essential
- Understanding of confidentiality and data protection (e.g. GDPR)
- Awareness of NHS policies and procedures
Desirable
- Knowledge of appointment booking systems
- Understanding of CQC requirements
Personal Qualities
Essential
- Friendly and approachable
- Ability to remain calm under pressure
- Team player with a flexible attitude
Desirable
- Willingness to undertake further training
- Interest in healthcare administration
Skills & Abilities
Essential
- Excellent verbal and written communication
- Strong organisational and multi-tasking skills
- Ability to handle difficult situations professionally
- Computer literacy, including Microsoft Office
Desirable
- Ability to use EMIS Web clinical system
- Understanding of medical terminology
Person Specification
Other Requirements
Essential
- Ability to work flexible hours, to provide cover for annual leave and sickness as required
- Commitment to providing high-quality patient care
Desirable
- Knowledge of different languages
Experience
Essential
- Experience in a customer-facing role (e.g. receptionist, administrator).
- Experience handling confidential information
Desirable
- Experience working in a GP surgery or healthcare setting
- Knowledge of EMIS Web clinical system
Qualifications
Essential
- GCSEs (or equivalent) in English & Maths
Desirable
- NVQ Level 2/3 in Customer Service or Business Administration
Knowledge & Understanding
Essential
- Understanding of confidentiality and data protection (e.g. GDPR)
- Awareness of NHS policies and procedures
Desirable
- Knowledge of appointment booking systems
- Understanding of CQC requirements
Personal Qualities
Essential
- Friendly and approachable
- Ability to remain calm under pressure
- Team player with a flexible attitude
Desirable
- Willingness to undertake further training
- Interest in healthcare administration
Skills & Abilities
Essential
- Excellent verbal and written communication
- Strong organisational and multi-tasking skills
- Ability to handle difficult situations professionally
- Computer literacy, including Microsoft Office
Desirable
- Ability to use EMIS Web clinical system
- Understanding 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.
