Medical Receptionist/ Administrator

• Answer incoming telephone calls promptly and professionally, dealing with patient enquiries appropriately and transferring calls when required.
• Process face-to-face, telephone and online/electronic requests from patients.
• Maintain and monitor the practice appointment system, booking, cancelling and amending appointments as appropriate.
• Signpost patients to the most appropriate healthcare professional, service or source of support.
• Respond to enquiries and requests from patients, colleagues and external organisations in a professional and timely manner.
• Provide a welcoming and helpful reception service to patients and visitors attending the practice.
• Accurately update and maintain patient healthcare records using SystmOne.
• Read code information onto patient records where appropriate.
• Process new patient and temporary patient registrations and ensure relevant information is recorded accurately.
• Undertake general data entry and administrative duties as required.
• Process incoming correspondence and direct requests such as Subject Access Requests (SARs), insurance reports, solicitor requests and DVLA forms to the appropriate administrative team.
• Photocopy, scan and process documentation as required.
• Manage general patient and practice queries efficiently and appropriately.
• Support clinical and non-clinical colleagues with general administrative tasks as required.
• Maintain a clean, tidy and effective reception and working environment.
• Monitor and maintain the reception area and patient notice boards.
• Maintain patient confidentiality and comply with information governance and data protection requirements at all times.
• Follow practice policies, procedures and protocols and contribute to maintaining a safe working environment.
• Work collaboratively as part of the wider practice team and provide support and cover to colleagues when required.
• Attend practice meetings and undertake relevant training as required.
• Provide cover at other practice sites when required due to operational needs, staff absence or sickness.

Essential

• Essential
• Good standard of general education, including English and Maths.
• Good written and verbal communication skills.

Desirable

• Desirable
• NVQ Level 2 or 3 in Business Administration, Customer Service, Healthcare or a similar relevant qualification.
• Relevant IT or administrative qualification.

Essential

• Essential
• Flexible approach to working hours and able to work across practice opening hours, including early morning starts and late finishes up to 18:30.
• Willingness to provide cover at other practice sites when required.
• Reliable, punctual and able to adapt to changing service needs.
• Able to remain calm and professional when working under pressure.
• Ability to prioritise workload and manage multiple tasks effectively.
• Excellent communication and interpersonal skills.
• Friendly, professional and patient-focused approach.
• Ability to work effectively both independently and as part of a team.
• Understanding of the importance of patient confidentiality and data protection.
• Willingness to undertake training and continued development relevant to the role.

Essential

• Essential
• Previous experience working in a reception, administrative or customer-facing role.
• Experience of dealing with members of the public in a professional and courteous manner.
• Experience of working as part of a team.
• Good IT skills and experience using computer-based systems.

Desirable

• Desirable
• Previous experience working within a GP practice, NHS or other healthcare setting.
• Experience using SystmOne.
• Experience of managing appointments, patient enquiries and telephone calls within a busy environment.
• Experience of handling confidential and sensitive information.