Medical Receptionist / AdministratorNHS

Job summary

Medical Receptionist Join Our Friendly GP Practice

We are looking for an experienced, friendly and reliable Medical Receptionist to join our busy GP practice.

This is a varied and demanding role where you will be the first point of contact for our patients. You will need to be confident, calm and compassionate, with the ability to communicate effectively with patients who may sometimes be upset, frustrated or challenging.

The successful candidate will understand that GP reception is a busy and sometimes challenging environment. You will need to be able to remain calm when the phones are ringing, the waiting room is busy and patients are frustrated, while continuing to provide a professional and compassionate service.

You will also need to be comfortable maintaining boundaries and following practice policies, even when dealing with difficult conversations.

Previous experience within general practice and knowledge of EMIS would be highly desirable.

Essential working pattern

You must be available to work

Monday: 1:00pm 6:30pm

Friday: 8:00am 6:30pm

Additional hours may be available depending on the needs of the practice.

Please do not apply if you are unable to commit to these days and hours.

Main duties of the job

The roleYour responsibilities will include:

• 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

Job description

We are a friendly practice with a 4088 patients list size. The clinical team is 2 GP, ANP, Practice Nurse, Nurse associate, 2 prescribing pharmacists, 2 long term locums, practice manager, SAS manager and admin / reception team.

Job PurposeTo provide a professional, efficient and welcoming reception service to patients and visitors, ensuring that patients receive appropriate assistance and are directed to the most suitable healthcare professional or service.

The post holder will work as part of the wider practice team and will contribute to the effective day-to-day running of the reception and administrative functions of the practice.

The role requires excellent communication skills, a calm and professional approach and the ability to deal sensitively and appropriately with patients who may be distressed, frustrated or challenging.

Key ResponsibilitiesReception and Patient Services

• Provide a friendly, professional and welcoming service to all patients and visitors.
• 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.

EMIS and Administrative Duties

• Accurately access and update patient records using EMIS Web.
• 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.

Communication and Difficult Situations

• Communicate clearly, professionally and courteously with patients, relatives, carers and colleagues.
• 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.

Team Working

• Work collaboratively with GPs, nurses, pharmacists, healthcare professionals, administrative staff and management.
• 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.

Confidentiality and Information Governance

• Maintain strict patient confidentiality at all times.
• 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.

Safeguarding

• Maintain an awareness of safeguarding responsibilities within general practice.
• 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.

Health, Safety and Infection Prevention

• Comply with practice health and safety policies.
• 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.

About us

What we offer

• 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