Medical ReceptionistNHS

Job summary

Roseland Surgeries is seeking a friendly, organised and motivated Receptionist / Patient Services Administrator to join our dedicated primary care team serving patients across our sites in Portscatho, Tregony and St Mawes. As the first point of contact for patients, you will play a key role in delivering excellent customer service, managing appointments, responding to enquiries, supporting prescription and registration processes, and providing administrative support to clinicians and colleagues. This is a varied and rewarding role that requires strong communication, organisational and IT skills, along with the ability to work calmly and efficiently in a busy healthcare environment. Full training will be provided, making this an excellent opportunity for someone who is passionate about helping people and contributing to the delivery of high-quality patient care within a supportive and close-knit rural GP practice.

Main duties of the job

• Provide a professional, friendly and welcoming service to patients and visitors.
• Answer incoming telephone calls and deal with patient enquiries efficiently and courteously.
• Book, amend and cancel appointments using the practice clinical system.
• Signpost patients to the most appropriate healthcare professional or service.
• Process repeat prescription requests and liaise with clinical staff when required.
• Register new patients and maintain accurate patient records.
• Handle incoming and outgoing post, emails and other practice correspondence.
• Provide administrative support to clinicians and the wider practice team.
• Open and prepare practice premises as required.
• Maintain patient confidentiality and comply with GDPR and information governance requirements.
• Work flexibly across the practice's Portscatho, Tregony and St Mawes sites as required.
• Contribute to the smooth day-to-day running of the practice and support the delivery of high-quality patient care.

Job description

Job Title:

Medical Receptionist

Accountable To: GP Partners / Practice Manager

Responsible To: Practice Manager / Assistant Practice Manager

Job Purpose:

The Medical Receptionist is a key member of the practice team, responsible for providing a professional, efficient and patient-focused reception and administrative service across Roseland Surgeries. As the first point of contact for patients, visitors and external organisations, the postholder will help ensure that patients receive a positive experience and are directed to the most appropriate services to meet their needs.

The role combines front-of-house reception duties with a wide range of administrative responsibilities to support clinicians and the wider practice team. The postholder will be expected to work flexibly across the practice's sites in Portscatho, Tregony and St Mawes as required.

Key Responsibilities

Reception and Patient Services:

• Welcome patients, carers and visitors in a polite, professional and friendly manner.
• Provide a positive first impression of the practice at all times.
• Answer incoming telephone calls promptly and manage enquiries appropriately.
• Take accurate messages and ensure they are forwarded to the relevant person in a timely manner.
• Book, amend and cancel appointments using the practice clinical system.
• Support effective appointment utilisation and identify suitable appointments based on patient needs.
• Signpost patients to the most appropriate clinician, service or healthcare provider.
• Manage patient queries both face-to-face and remotely.
• Support patients in accessing online services where appropriate.

Administrative Duties:

• Process repeat prescription requests in accordance with practice procedures.
• Register new patients and maintain accurate patient registration records.
• Update and maintain patient demographic information.
• Scan, code and process documents as required.
• Manage incoming and outgoing correspondence, including post, emails and electronic communications.
• Support the filing, retrieval and management of patient records.
• Undertake data entry and administrative tasks accurately and efficiently.
• Assist with practice audits, searches and recall programmes as directed.
• Provide general administrative support to clinicians and practice management.

Communication and Teamworking:

• Work collaboratively with GPs, nurses, healthcare assistants, administrative staff and external agencies.
• Communicate effectively with patients from a wide range of backgrounds.
• Liaise professionally with hospitals, community services, pharmacies and other healthcare providers.
• Participate in practice meetings, training sessions and team briefings.
• Support colleagues during periods of increased workload and staff absence.

Premises and Operational Support:

• Open and close practice premises in accordance with agreed procedures when required.
• Ensure reception and waiting areas are maintained to a high standard.
• Report maintenance, security or health and safety concerns promptly.
• Assist with the smooth day-to-day operation of all practice sites.

Information Governance and Confidentiality:

• Maintain strict patient confidentiality at all times.
• Comply with GDPR, Data Protection legislation and NHS confidentiality requirements.
• Follow information governance policies and procedures.
• Ensure patient information is handled securely and appropriately.

Health and Safety:

• Adhere to all practice health and safety policies and procedures.
• Report accidents, incidents, hazards and near misses promptly.
• Undertake mandatory training as required.
• Promote a safe environment for patients, visitors and staff.

General Responsibilities:

• Demonstrate a flexible and positive approach to work.
• Work within practice policies, procedures and protocols.
• Maintain professional standards and behaviour at all times.
• Participate in training, appraisal and personal development activities.
• Adapt to changes in service delivery and undertake additional duties appropriate to the role and grade.
• Promote equality, diversity and inclusion in all aspects of work.
• Contribute to the delivery of high-quality, patient-centred care.

Recruitment Process:

• We recognise that applicants may choose to use AI-assisted tools to help prepare application materials. Any information provided as part of the application must be truthful and an accurate representation of the applicant's own experience, qualifications and abilities.
• Shortlisted candidates will normally be interviewed in person at Roseland Surgeries. Where required, reasonable adjustments will be considered to support candidates throughout the recruitment process.

If you are enthusiastic, organised and enjoy helping people, we would love to hear from you. For more information about Roseland Surgeries, please visit www.roselandsurgeries.co.uk.

About us

Roseland Surgeries is a friendly and welcoming GP practice led by Drs Hynds and Tubman, providing NHS primary care services to approximately 3,800 patients across the Roseland Peninsula in Cornwall. Operating from three sites in Portscatho, Tregony and St Mawes, the practice is committed to delivering high-quality, patient-centred care within a close-knit rural community. Our multidisciplinary team works together to provide accessible, compassionate and effective healthcare, ensuring the needs of our patients remain at the heart of everything we do. We are proud to offer a supportive and collaborative working environment where staff are valued, encouraged to develop their skills, and empowered to make a meaningful difference to the health and wellbeing of local people.

Why Join Roseland Surgeries?

• Be part of a supportive and close-knit team.
• Work in one of Cornwall's most beautiful coastal communities.
• Make a meaningful difference to the health and wellbeing of local people.
• Free on-site parking at all practice locations.
• Access to the Health Shield cash plan, including support for dental, optical and physiotherapy costs.
• Employee Assistance Programme providing mental health and wellbeing support.
• NHS Pension Scheme.
• Seasonal staff events and team celebrations.
• Ongoing training and development opportunities.