Overview
Are you an experienced receptionist looking for flexible work in a Primary Care Setting? We are seeking a Bank Medical Receptionist to join our team, providing cover on an ad-hoc basis. This role is perfect for someone who thrives in a fast-paced setting and values variety in their work schedule.
The ideal candidate will be the first point of contact for patients, providing exceptional customer service while managing administrative tasks efficiently. This role is crucial in ensuring a smooth operation within the medical practice, contributing to an excellent patient experience.
Key Duties and Responsibilities & Patient Care & Customer Service
- Act as the first point of contact for patients, carers, visitors, and external healthcare professionals, providing a professional, courteous, and compassionate service at all times.
- Welcome patients to the practice, check them in for appointments, and notify clinicians promptly of their arrival.
- Register new patients and temporary residents in accordance with NHS registration procedures, ensuring all demographic information is accurate and up to date.
- Update patient records, including contact details, next of kin information, and other personal data in line with practice policies.
- Book, amend, cancel, and manage appointments using the practice clinical system, ensuring appointments are allocated appropriately and efficiently.
- Manage patient flow within the waiting area, communicating any delays sensitively and ensuring patients are kept informed.
- Provide patients with information about practice services, clinics, screening programmes, vaccinations, and NHS services.
- Support patients with online services, including NHS App enquiries, online registration, appointment booking, and repeat prescription requests.
- Signpost patients to the most appropriate clinician or healthcare service in accordance with Care Navigation principles and practice protocols.
- Handle patient enquiries, concerns, and complaints professionally, resolving issues where appropriate or escalating them to the Practice Manager or relevant clinician.
- Promote equality, diversity, dignity, and respect, ensuring every patient receives fair and compassionate treatment regardless of age, disability, ethnicity, religion, gender, sexual orientation, or background.
Clinical Systems & Information Management
- Use the practice's clinical system (SystmOne) confidently and accurately to manage appointments, patient registrations, records, and administrative tasks.
- Process incoming electronic correspondence, hospital letters, pathology results, and clinical documents in accordance with practice protocols.
- Scan, index, code, and file documents accurately into patient records.
- Ensure all patient information entered onto the clinical system is accurate, complete, and recorded in a timely manner.
- Process electronic referrals and administrative requests where appropriate.
- Assist clinicians by ensuring patient records, correspondence, and relevant documentation are available before consultations.
- Maintain data quality by identifying and correcting inaccuracies within patient records where appropriate.
- Support the implementation and use of digital healthcare services and promote their use among patients.
Administrative Responsibilities
- Open, sort, distribute, and process incoming post, emails, and correspondence, ensuring timely action where required.
- Prepare and process outgoing correspondence, referrals, and documentation.
- Monitor shared email inboxes and respond to or redirect enquiries appropriately.
- Assist with repeat prescription requests in accordance with practice procedures.
- Maintain filing systems, ensuring electronic and paper records are organised accurately.
- Scan, photocopy, print, and prepare documents as required.
- Assist with clinic preparation, patient recalls, invitations, and health promotion campaigns.
- Maintain stock levels of reception, stationery, and office supplies, reporting shortages promptly.
- Ensure reception, waiting areas, noticeboards, and public information displays remain clean, organised, and up to date.
- Support the administrative requirements of seasonal vaccination clinics, enhanced services, and health campaigns.
Teamwork & Practice Support
- Work collaboratively with GPs, nurses, healthcare assistants, pharmacists, administrative staff, and the wider multidisciplinary team to ensure high-quality patient care.
- Provide flexible reception cover during periods of annual leave, sickness, training, or increased demand.
- Assist colleagues with workloads during busy periods to maintain efficient service delivery.
- Attend practice meetings, mandatory training, and professional development sessions.
- Participate in audits, service evaluations, and quality improvement initiatives.
- Contribute positively to maintaining a supportive, respectful, and inclusive workplace culture.
- Support the induction and training of new staff members where appropriate.
- Undertake any other reasonable duties commensurate with the role as requested by the Practice Manager or Partners.
Person SpecificationEssential Criteria
- Previous experience working in a receptionist, customer service, administration, or front-of-house role.
- Excellent verbal and written communication skills with the ability to communicate effectively and sensitively with patients, colleagues, and external organisations.
- Outstanding customer service skills with a caring, empathetic, and professional approach.
- Excellent organisational and time management skills with the ability to prioritise competing demands.
- Ability to remain calm, professional, and efficient when working under pressure in a busy environment.
- Strong attention to detail and a high level of accuracy when handling patient information and administrative tasks.
- Good IT skills, including Microsoft Office applications, email systems, and data entry.
- Ability to work independently as well as collaboratively within a multidisciplinary team.
- Flexible approach to working hours and willingness to work additional bank shifts as required.
- Understanding of confidentiality, information governance, and data protection requirements.
- Commitment to equality, diversity, inclusion, and delivering excellent patient care.
- Reliable, trustworthy, punctual, and able to demonstrate a positive and proactive attitude.
Desirable Criteria
- Previous experience working within a GP Practice, Primary Care, NHS, or other healthcare environment.
- Knowledge and experience of using EMIS Web, SystmOne, Vision, or similar clinical systems.
- Understanding of NHS Primary Care services, patient pathways, and medical terminology.
- Knowledge of Care Navigation, Signposting, and Total Triage models.
- Experience processing repeat prescriptions and referrals.
- Knowledge of NHS App services and digital patient access.
- Understanding of Care Quality Commission (CQC) standards and NHS policies.
- Experience supporting vaccination clinics or enhanced service programmes.
- Awareness of safeguarding responsibilities and infection prevention and control procedures.
What We Offer
- Flexible bank working with shifts offered on an ad-hoc basis to suit operational requirements.
- Competitive hourly rate.
- Opportunity to gain valuable experience within a friendly, supportive, and well-established Primary Care team.
- Comprehensive induction and ongoing training.
- Access to mandatory NHS and practice-based training.
- Opportunities to develop knowledge and skills within General Practice.
- A welcoming and inclusive working environment committed to staff wellbeing.
- The opportunity to support local communities by contributing to the delivery of high-quality patient care.
- Experience working within a modern, patient-focused GP practice committed to continuous improvement and high standards of care.
If you are passionate about providing outstanding service in a medical environment and possess the required skills, we encourage you to apply for this rewarding position as a Medical Receptionist.
Please note, this is a temporary position, and hours will be required as and when needed. This role will be offered on a bank basis, meaning shifts are not guaranteed and will depend on operational requirements.
This position is ideal for individuals looking to pick up additional hours on a flexible basis.
Please contact the practice if you wish to request any further information. You may speak to the Practice Manager or the Practice Operations Manager.
Job Types: Full-time, Part-time, Temporary
Pay: From £12.71 per hour
Benefits:
- Free parking
- On-site parking
Work Location: In person
