Medical Receptionist

• Welcome patients and visitors to the practice warmly, efficiently, and professionally.
• Answer incoming telephone calls, handling enquiries, scheduling appointments, and routing calls
• Manage patient requests for repeat prescriptions, test results, and general practice information in accordance with practice protocols.
• Utilise the practice clinical system EMIS Web to book, reschedule, and cancel appointments for GPs, nurses, and allied healthcare professionals.
• Manage signposting and care navigation to direct patients to the most suitable service or clinician (e.g., GP, practice nurse, pharmacist, or local community services).
• Monitor e-consultations and online booking requests
• Process incoming and outgoing medical correspondence, scan clinical documents into patient records, and workflow tasks to appropriate team members.
• Process repeat prescription requests accurately and liaise with local pharmacies when necessary.
• Register new patients, update demographic details, and process temporary patient registrations.
• Support doctors and nursing staff with daily administrative tasks
• Ensure the reception area, waiting room, and desk environments remain tidy, safe, and stocked with relevant patient information leaflets.
• Assist with opening and securing the practice premises according to standard operating procedures.
• Participate in staff meetings, training sessions, and annual appraisals.
• Comply with CQC Policies

• Welcome patients and visitors to the surgery in a warm, empathetic, and professional manner.
• Direct patients appropriately to clinicians, services, or allied healthcare professionals using practice care navigation guidelines.
• Respond promptly and efficiently to incoming telephone enquiries, routine requests, and emergencies following practice protocols.
• Handle patient enquiries regarding test results, repeat prescriptions, and general service pathways with tact and sensitivity.

• Use the EMIS Web clinical system to schedule, reschedule, and cancel patient appointments for GPs, nurses, and allied health staff.
• Process repeat prescription requests accurately and liaise with local community pharmacies as necessary.
• Register new patients, verify ID documents, and process temporary patient registrations in compliance with NHS guidelines.
• Monitor online triage requests, digital consultations, and practice messaging channels.

• Scan, code, and attach incoming clinical correspondence, hospital discharge summaries, and pathology lab results to patient electronic records.
• Action tasks and messages assigned by GPs, nurses, and administrative management in a timely manner.
• Maintain strict adherence to NHS Information Governance, GDPR, and patient confidentiality policies at all times.

• Maintain a clean, tidy, and welcoming reception and waiting room environment.
• Assist in opening and securing the practice building in line with daily security procedures.
• Follow infection prevention and control guidelines, safeguarding procedures (for children and vulnerable adults), and practice health and safety standards.
• Participate in practice team meetings, annual appraisals, and mandatory NHS training modules.

Essential

• Experience of working in a busy customer service, reception, or administrative role.
• Experience of dealing with members of the public, including vulnerable or distressed patients.
• Experience of managing high-volume telephone calls, scheduling appointments, and handling patient enquiries.
• Experience of working collaboratively within a team environment.
• Experience of handling confidential or sensitive information in accordance with data protection guidelines.

Desirable

• Experience of working in primary care or an NHS GP practice setting.
• Experience of using GP clinical software systems such as EMIS Web.
• Experience of clinical document scanning, medical coding, or processing repeat prescriptions.

Essential

• GCSEs (or equivalent) in English and Mathematics at Grade C / Grade 4 or above.
• Minimum 1 year experience in a customer-facing or administrative role handling high-volume telephone and in-person queries.
• Excellent verbal and written communication skills with strong attention to detail.
• Proficient IT skills (working knowledge of Microsoft Office, email, and digital file management).
• Proven ability to multi-task, prioritize workload, and remain calm under pressure in a busy environment.
• Strong commitment to maintaining patient privacy, discretion, and strict confidentiality

Desirable

• Worked in General Practice or an NHS primary care environment previously.
• Hands-on experience using GP clinical systems (specifically EMIS Web).
• Familiarity with medical terminology, SNOMED coding, or care navigation practices.
• NVQ Level 2/3 in Customer Service, Business Administration, or Health and Social Care.
• AMSPAR Medical Receptionist/Secretary qualification