Part Time Medical Receptionist/Admin

• Provide a professional, friendly and efficient reception service to patients and visitors.
• Greet patients and assist with general enquiries in person and by telephone.
• Book, amend and cancel appointments in accordance with Practice procedures.
• Signpost patients to the most appropriate service where required.
• Process repeat prescription requests and issue completed prescriptions to patients after carrying out identity checks.
• Ensure patient confidentiality is maintained at all times.
• Provide cover for all reception positions when required.

• Maintain a thorough understanding of Practice procedures, policies and protocols.
• Process incoming correspondence, including scanning and workflow management through Docman.
• File and maintain electronic patient records accurately.
• Open, sort and distribute incoming mail.
• Prepare documentation and reports as requested by clinicians and management.
• Support the Practice recall and call/recall systems.
• Carry out photocopying, scanning and other routine administrative tasks.

• Welcome patients and visitors in a friendly, professional and courteous manner.
• Respond to patient enquiries face-to-face, by telephone and through online services.
• Provide patients with appropriate information and assistance while maintaining confidentiality and professionalism.
• Book, amend and cancel appointments in accordance with Practice procedures.
• Process same-day and future appointment requests received by telephone, online and in person.
• Deal with enquiries efficiently and refer patients to the appropriate member of the Practice team where necessary.
• Provide reception cover and support colleagues during busy periods and staff absence.

• Undertake appropriate care navigation and non-clinical triage of patient requests in accordance with Practice protocols.
• Gather relevant information from patients to help identify the most appropriate clinician, service or pathway.
• Signpost patients to appropriate Practice, NHS or community services where required.
• Recognise potentially urgent requests and escalate these promptly to the appropriate clinician in line with Practice procedures.
• Accurately record patient requests and relevant information on the clinical system.
• Record home visit requests accurately and refer them to the appropriate clinician.
• Maintain appropriate professional boundaries and ensure that clinical decisions and clinical advice are referred to a suitably qualified healthcare professional.

• Manage patient appointment requests efficiently and appropriately.
• Book patients with the appropriate clinician or service in accordance with Practice procedures.
• Manage appointment changes, cancellations and general appointment enquiries.
• Help maximise appropriate use of available appointments.
• Prepare clinic lists and associated documentation where required.
• Ensure information relating to appointments and patient requests is recorded accurately.

• Answer incoming telephone calls promptly, professionally and courteously.
• Deal with patient enquiries appropriately and efficiently.
• Take and relay accurate messages to clinicians and other members of the Practice team.
• Transfer calls to the appropriate person or service where required.
• Operate the Practice telephone system in accordance with Practice procedures.

• Process incoming clinical and administrative correspondence using Docman.
• Scan, upload, index and workflow documents accurately to the appropriate patient record.
• Review and process incoming documents in accordance with Practice procedures.
• Allocate and workflow documents to the appropriate clinician or member of the Practice team.
• Monitor and manage assigned Docman workflows and complete relevant administrative actions.
• Ensure documents and correspondence are processed accurately and promptly.
• Identify urgent or important correspondence and escalate appropriately in accordance with Practice procedures.
• Ensure documents are attached to the correct patient record.
• Maintain accurate electronic patient records and ensure information is filed correctly.
• Process incoming electronic and paper correspondence.
• Carry out scanning, filing and other document management duties.
• Maintain confidentiality and information governance standards when handling all patient documentation.

• Maintain accurate and up-to-date electronic patient records.
• Open, sort and distribute incoming post and correspondence.
• Prepare documentation, letters, forms and reports as requested by clinicians or management.
• Support Practice recall and call/recall systems.
• Carry out scanning, photocopying, filing and other routine administrative duties.
• Process administrative tasks and patient requests in accordance with Practice procedures.
• Maintain a good working knowledge of Practice policies, procedures and protocols.
• Support clinicians and other members of the Practice team with appropriate administrative duties.

• Process repeat prescription requests in accordance with Practice procedures.
• Assist with the safe handling of prescriptions.
• Issue completed prescriptions where applicable following appropriate identity checks.
• Refer prescription queries or concerns to the appropriate clinician or member of the Practice team.

• Maintain patient confidentiality at all times.
• Handle confidential and sensitive information appropriately.
• Ensure patient information is accessed and shared only where appropriate and necessary for the role.
• Follow Practice procedures relating to confidentiality, data protection and information governance.
• Ensure patient records, documents and computer systems are handled securely.

• Support the opening and closing of the Practice when required.
• Assist in maintaining reception, waiting and administrative areas appropriately.
• Complete relevant Health & Safety checks in accordance with Practice procedures.
• Help ensure the premises are secure when undertaking closing duties.
• Report operational, safety, security or facilities concerns promptly to the appropriate person.

• Work collaboratively and respectfully with GPs, nurses, healthcare professionals, receptionists, administrators and other members of the Practice team.
• Provide appropriate support and cover for colleagues during periods of absence or increased workload.
• Communicate effectively with colleagues to support continuity of patient services.
• Contribute to a positive, supportive and professional working environment.
• Attend Practice meetings and training sessions when required.

• Complete mandatory and role-specific training as required.
• Maintain and develop knowledge of Practice procedures, policies and systems.
• Participate in relevant training relating to reception, administration, care navigation, patient access, Docman and other Practice systems.
• Participate in appraisal, supervision and ongoing professional development appropriate to the role.

• Provide a consistently professional, respectful and helpful service to patients and colleagues.
• Treat patients fairly and with dignity and respect.
• Work in accordance with Practice policies, procedures and protocols.
• Maintain high standards of accuracy and attention to detail.
• Manage workload effectively and prioritise tasks appropriately in a busy General Practice environment.
• Work flexibly to support the operational needs of the Practice.
• Maintain professional standards and confidentiality at all times.
• Undertake any other reasonable duties appropriate to the Medical Receptionist/Administrator role and the operational requirements of the Practice.

Essential

• Previous experience working in a GP practice, NHS or healthcare setting.
• Previous experience as a Medical Receptionist/Administrator or in a similar role.
• Experience using EMIS Web or a similar clinical system.
• Experience using Docman, including document processing and workflow management.
• Experience dealing with patients both face-to-face and over the telephone.
• Experience managing appointments and patient enquiries.
• Experience handling confidential and sensitive information.

Desirable

• Experience of care navigation and patient signposting.
• Experience processing repeat prescription requests.
• Experience supporting patient recall and call/recall systems.
• Experience working within a busy primary care environment.

Desirable

• Customer service, administration or business administration qualification.
• Relevant healthcare or NHS administration training.
• Care navigation or similar primary care training.