Medical Receptionist / Administrator

• Welcoming patients and visitors and providing a professional and friendly first point of contact
• Answering a busy telephone line and dealing with patient enquiries
• Booking, cancelling and rearranging appointments
• Using EMIS to access and update patient records and manage appointments
• Processing prescription requests and other administrative enquiries
• Dealing appropriately and sensitively with confidential and sometimes complex information
• Liaising with GPs, nurses, pharmacists and the wider practice team
• Maintain accurate patient records
• Follow practice procedures relating to confidentiality, safeguarding and information governance
• Dealing professionally with difficult or challenging patients and situations
• Supporting colleagues and contributing to the smooth running of the practice

• Act as the first point of contact for patients contacting the practice by telephone, face-to-face or through other communication channels.
• Answer telephone calls promptly and professionally, dealing with enquiries appropriately.
• Book, cancel and rearrange appointments using EMIS Web.
• Ensure patients are directed to the most appropriate clinician, service or healthcare provider in accordance with practice procedures.
• Provide patients with appropriate information regarding appointments, services and practice procedures.
• Deal appropriately with urgent requests and escalate concerns to the appropriate member of the clinical or management team.
• Assist patients who may have additional needs, including those who are elderly, vulnerable or require additional support.

• Maintain accurate and up-to-date patient information in accordance with practice procedures.
• Process prescription requests in line with practice policy.
• Process incoming and outgoing correspondence as required.
• Undertake administrative tasks associated with patient care and the smooth running of the practice.
• Complete tasks accurately and within required timescales.
• Maintain a good working knowledge of practice systems and procedures.

• Remain calm and professional when dealing with difficult, distressed or angry patients.
• Use appropriate communication and de-escalation techniques when managing challenging situations.
• Maintain appropriate professional boundaries while remaining compassionate and helpful.
• Escalate aggressive, threatening or inappropriate behaviour in accordance with practice procedures.
• Report any concerns regarding patient safety, safeguarding or behaviour to the appropriate member of staff.

• Support colleagues during busy periods and assist with maintaining an effective reception service.
• Attend team meetings and training sessions as required.
• Communicate relevant information effectively to colleagues.
• Be flexible and willing to undertake additional duties within the scope of the role when required.

• Comply with GDPR, UK data protection legislation and practice information governance policies.
• Ensure patient information is only accessed and shared appropriately.
• Maintain confidentiality when dealing with patients both within and outside the practice.
• Follow practice policies relating to information security and the use of clinical systems.

• Recognise and appropriately escalate concerns relating to children, young people and vulnerable adults.
• Follow the practice safeguarding policies and procedures.
• Complete mandatory safeguarding training as required.

• Report accidents, incidents, hazards and concerns appropriately.
• Maintain a clean, safe and professional reception environment.
• Follow infection prevention and control procedures.
• Complete mandatory training relevant to the role.

• A friendly and supportive practice team
• A varied role within a busy GP practice
• Training and development opportunities
• NHS Pension Scheme
• Free on site parking
• 28 days Pro-Rata annual leave entitlement
• Your Birthday Off
• The opportunity to develop your skills within primary care

Essential

• Previous experience in a GP practice, medical reception or similar healthcare environment.
• Experience dealing directly with members of the public.
• Experience working in a busy environment where priorities can change quickly.
• Skills and Knowledge
• Good working knowledge of EMIS Web.
• Excellent verbal and written communication skills.
• Good IT skills.
• Accurate data entry and attention to detail.
• Ability to prioritise and organise workload effectively.
• Ability to maintain confidentiality.
• Ability to remain calm and professional under pressure.
• Ability to deal appropriately with difficult or challenging patients.

Desirable

• Previous experience working in general practice.
• Experience using EMIS Web for appointments and patient records.
• Knowledge of NHS primary care services.
• Knowledge of care navigation and signposting.
• Knowledge of safeguarding and information governance within a healthcare setting.
• Previous experience dealing with challenging or vulnerable patients.