Medical Receptionist / Workflow Administrator
We are seeking a friendly, organised, and professional Medical Receptionist to join our team. The successful candidate will be the first point of contact for patients and visitors, providing excellent customer service while managing front‑desk operations efficiently. Responsibilities include scheduling appointments, handling patient inquiries, maintaining accurate medical records, and supporting clinical staff to ensure smooth daily operations. The ideal applicant will have strong communication skills, attention to detail, and the ability to multitask in a fast‑paced medical environment, while maintaining patient confidentiality at all times.
Hours
* One full‑time split role (3 days workflow administration / 2 days medical receptionist).
* Two separate part‑time positions: medical receptionist (12‑18 hours) and workflow administrator (up to a maximum of 22.5 hours).
Main duties of the job
* Welcoming patients and visitors in a professional, friendly, and confidential manner
* Answering incoming telephone calls, dealing with enquiries, and directing calls appropriately
* Booking, cancelling, and rescheduling appointments using SystmOne
* Registering new patients and updating patient records accurately
* Managing repeat prescription requests in line with practice procedures
* Handling patient correspondence, emails, and incoming/outgoing post
* Checking patients in for appointments and updating arrival status on the system
* Maintaining confidentiality and complying with data protection and GDPR requirements
* Supporting GPs, nurses, and other clinical staff with administrative tasks
* Managing test results, referrals, and follow‑up communications as required
* Processing payments, forms, and documentation where applicable
* Ensuring the reception area is tidy, safe, and welcoming
About us
We are a friendly, well‑established NHS GP practice with around 30 staff, working together to deliver high‑quality care to around 9000 patients. We are also a GP training practice, supporting GP registrars alongside our experienced clinical team.
Our team includes GPs, Advanced Nurse/Emergency Practitioners, Practice Nurses, Healthcare Assistants, and dedicated administrative and reception staff who work closely together to keep the practice running smoothly. We value teamwork, staff development, and creating a welcoming, supportive workplace.
Job description
Main Responsibilities / Patient Experience
* Act as the first point of contact for patients and visitors, providing a professional, welcoming, and efficient reception service
* Handle general enquiries, explain practice procedures, and book routine, follow‑up, and urgent appointments using appropriate judgement
* Support patients requiring urgent attention without an appointment in a safe, logical, and non‑disruptive manner
* Register new and temporary patients in line with NHS and practice procedures
* Record requests for home visits accurately on the clinical system
* Process repeat prescription requests, ensuring completion within agreed timescales
* Advise patients of charges for private (non‑GMS) services, accept payments, and issue receipts
* Support and encourage use of the patient self check‑in system
Telephony
* Answer and make telephone calls promptly and professionally
* Take accurate messages and ensure they are passed to the appropriate person in a timely manner
* Process prescription requests received via the telephone line
* Use the practice telephone system effectively, including extended hours and answer‑phone arrangements
Administration
* Work in accordance with all practice policies, procedures, and protocols
* Maintain accurate patient records, including updates to personal details
* Open, sort, and distribute incoming post
* Process documentation such as reports, hospital letters, forms, and patient information leaflets
* File, retrieve, and dispose of records and correspondence in line with practice policy
Data Processing
* Register new patients promptly and accurately on the clinical system
* Enter and update patient information as required
* Process electronic tasks and prescription requests as required
* Ensure records are maintained securely and in good order
Premises
* Open and close the practice building when required, following security and alarm procedures
* Maintain building security during opening hours and report any concerns appropriately
Other Duties
* Provide cover for colleagues during busy periods, sickness, or annual leave
* Undertake any reasonable additional duties to support the smooth running of the practice
Additional Responsibilities (Applicable to All Staff)
Confidentiality
* Maintain strict confidentiality of patient, staff, and practice information at all times in line with GDPR and practice policies
Health & Safety
* Promote and maintain a safe working environment, following infection control, health & safety, and security procedures
Equality & Diversity
* Treat all patients, colleagues, and visitors with dignity, respect, and fairness, supporting equality and diversity
Training & Development
* Participate in statutory and practice‑led training, appraisals, and development activities
Quality & Communication
* Work effectively as part of the wider practice team
* Communicate clearly with patients, carers, and colleagues
* Contribute to service improvement, audits, and practice meetings where appropriate
Person Specification
Other Requirements
* Flexibility to work additional hours to cover sickness, annual leave, or busy periods
* Commitment to ongoing personal and professional development
Qualifications
* Good general education (GCSEs or equivalent, including English and Maths)
* Willingness to undertake mandatory NHS and practice training (e.g. confidentiality, safeguarding, health & safety)
* NVQ Level 2/3 in Business Administration, Customer Service, or equivalent
* Care Navigation training
* Previous NHS or GP practice training courses
Experience
* Experience of working in a customer‑facing role
* Experience of working in a busy environment with competing priorities
* Experience of using computer systems for data entry and record keeping
* Previous experience working in a GP practice or NHS setting
* Experience using clinical systems (e.g. EMIS Web, SystmOne)
* Experience handling confidential or sensitive information
Skills & Abilities
* Excellent communication and interpersonal skills
* Ability to remain calm, professional, and courteous under pressure
* Strong organisational and time‑management skills
* Ability to use initiative and make appropriate decisions within role boundaries
* Accurate data entry and good attention to detail
* Ability to work both independently and as part of a team
* Competent IT skills, including use of email and Microsoft Office
* Ability to navigate patients to the appropriate service or clinician
* Understanding of medical terminology
* Strong problem‑solving skills
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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