Description
As a Medical Receptionist at Albion Street Group Practice, you will act as the first point of contact for patients, visitors, and healthcare professionals contacting the practice. You will provide a professional, compassionate, and efficient reception and administrative support service, ensuring the smooth operational running of the practice and high standards of patient care.
Main duties of the job
- 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.
- 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.
- 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.
Person Specification
- Experience of working in primary care or an NHS GP practice setting.
- 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.
- 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.