Medical ReceptionistNHS

Job summary

Church View Surgery is looking to recruit a friendly, professional and enthusiastic Medical Receptionist to join our busy and supportive practice team.

As the first point of contact for patients and visitors, the successful candidate will play a vital role in delivering excellent customer service and ensuring patients receive the support they need. The role involves a combination of reception and administrative duties, including managing appointments, responding to patient enquiries, signposting patients to appropriate services, processing requests, and supporting the smooth day-to-day running of the practice.

We are seeking an individual with excellent communication and organisational skills who can remain calm under pressure, work effectively as part of a team and demonstrate a caring and compassionate approach to patient care. Previous experience in a reception, customer service or healthcare environment would be advantageous, although full training will be provided.

Working at Church View Surgery offers the opportunity to be part of a forward-thinking, patient-centred practice serving approximately 12,600 patients. We are a partner-led practice rated Good by the CQC and are proud members of the Mewstone Primary Care Network, committed to delivering high-quality care and continuously improving services for our local community.

Main duties of the job

The Medical Receptionist will provide a professional, friendly and efficient reception service, acting as the first point of contact for patients, visitors and healthcare professionals.

Key responsibilities include:

• Greeting patients and visitors and assisting with enquiries.
• Answering telephone calls and responding to patient requests in a courteous and professional manner.
• Booking, amending and cancelling appointments using SystmOne and SystmConnect.
• Processing online consultation requests and directing patients to the most appropriate service.
• Registering new patients and maintaining accurate patient records.
• Updating demographic information and ensuring patient details are current.
• Managing incoming and outgoing correspondence, emails and electronic communications.
• Scanning and attaching documents to patient records.
• Processing repeat prescription requests in accordance with practice procedures.
• Assisting patients with accessing online services and the NHS App.
• Monitoring and actioning tasks and workflow requests within agreed timescales.
• Maintaining confidentiality and complying with data protection and information governance requirements.
• Supporting clinicians and colleagues with administrative duties.
• Maintaining a clean, safe and welcoming reception environment.
• Working collaboratively with the wider practice team to deliver excellent customer service and high-quality patient care
• Hours - 22.25 per week - Tuesday 08.00-13.15, Wednesday 08.00-17.00 and Friday 09.30-18.30

Job description

Job DescriptionJob Title: Medical ReceptionistResponsible to: Reception Manager / Operations Manager

Job SummaryChurch View Surgery is seeking a friendly, professional and highly organised Medical Receptionist to join our busy practice team. The successful candidate will act as the first point of contact for patients, visitors and healthcare professionals, ensuring that all interactions are managed with courtesy, efficiency and compassion.

The Medical Receptionist plays a vital role in the delivery of high-quality primary care services, providing a comprehensive reception and administrative service to support both patients and the wider clinical team. Working within a fast-paced environment, the post holder will be responsible for managing appointments, processing patient requests, maintaining accurate patient records and supporting the day-to-day operation of the practice.

The role requires excellent communication skills, the ability to remain calm under pressure, a commitment to confidentiality and a patient-centred approach. Full training will be provided; however, experience in a customer service, administrative or healthcare environment would be advantageous.

Main Duties and ResponsibilitiesReception Duties

• Welcome patients, visitors and healthcare professionals in a professional, friendly and courteous manner.
• Act as the first point of contact for all face-to-face, telephone and electronic enquiries.
• Ensure patients receive the highest standard of customer service at all times.
• Manage reception desk activities effectively and efficiently.
• Respond to patient enquiries and requests, escalating where appropriate.
• Deal with difficult situations professionally and sensitively whilst maintaining patient confidentiality.
• Ensure waiting areas remain tidy, safe and welcoming.
• Assist patients with accessing services and navigating the healthcare system.

Appointment Management

• Process appointment requests in accordance with practice protocols.
• Book, amend and cancel appointments using SystmOne.
• Process and manage patient requests received through SystmConnect.
• Undertake care navigation and signposting to ensure patients are directed to the most appropriate clinician or service.
• Maintain a thorough understanding of appointment templates and booking protocols.
• Support the management of clinician appointment availability.
• Liaise with clinical staff regarding urgent appointments and patient needs.
• Assist with appointment reminders, recalls and follow-up appointments where required.

Telephone and Communication Duties

• Answer incoming telephone calls promptly and professionally.
• Handle a high volume of calls whilst maintaining excellent customer service.
• Transfer calls and relay messages accurately.
• Communicate effectively with patients, carers, colleagues and external organisations.
• Manage shared inboxes and electronic communications in a timely manner.
• Recognise when enquiries require escalation to clinical or management teams.

Administrative Duties

• Register new patients in accordance with practice procedures.
• Maintain accurate, up-to-date patient demographic information.
• Process patient registrations, deductions and record transfers.
• Scan, upload and accurately file correspondence and clinical documentation into patient records.
• Monitor and action workflow tasks and administrative requests.
• Support the processing of repeat prescription requests in accordance with practice policies.
• Assist with the management of incoming and outgoing correspondence.
• Process test result requests in line with practice protocols.
• Support recall programmes and patient communication campaigns.
• Undertake data entry and maintain accurate electronic records.
• Assist with audits, reports and administrative projects as requested.

SystmOne and SystmConnect

• Develop and maintain a thorough working knowledge of SystmOne.
• Use SystmConnect to manage and process online consultation requests.
• Ensure all patient interactions and actions are recorded accurately within the clinical system.
• Maintain the integrity and confidentiality of electronic patient records.
• Follow practice protocols when managing electronic workflows and patient communications.

Team Working

• Work collaboratively with clinicians, administrative colleagues and the wider multidisciplinary team.
• Support colleagues during periods of annual leave, sickness or increased workload.
• Participate actively in team meetings and practice events.
• Contribute to a positive and supportive team environment.
• Share knowledge and best practice with colleagues.

Confidentiality and Information GovernanceThe post holder will have access to sensitive patient, staff and organisational information and must maintain strict confidentiality at all times. All duties must be carried out in accordance with Data Protection legislation, Information Governance requirements and Practice policies.

The successful candidate will be expected to:

• Maintain patient confidentiality at all times.
• Ensure personal and sensitive information is managed appropriately.
• Follow all GDPR and Information Governance procedures.
• Report any breaches or concerns in accordance with practice policy.

Health and SafetyThe post holder is responsible for promoting and maintaining a safe working environment for patients, visitors and colleagues. This includes:

• Following all health and safety policies and procedures.
• Maintaining clean and tidy work areas.
• Reporting hazards, accidents and incidents appropriately.
• Participating in mandatory health and safety training.
• Following infection prevention and control procedures.
• Maintaining a clear desk policy and secure handling of information.
• Supporting the security of the practice premises.

Equality, Diversity and InclusionChurch View Surgery is committed to promoting equality, diversity and inclusion. The post holder will be expected to:

• Treat all patients, visitors and colleagues with dignity and respect.
• Provide a welcoming and inclusive service to all individuals.
• Work in a manner that supports equality of opportunity.
• Respect differing backgrounds, beliefs and needs.

Personal and Professional DevelopmentThe post holder will be expected to:

• Participate in annual appraisals and performance reviews.
• Complete all mandatory training requirements.
• Take responsibility for their own professional development.
• Actively participate in learning opportunities to develop skills and knowledge.
• Keep up to date with practice procedures and NHS guidance relevant to the role.

GeneralThis job description is intended as an outline of the main duties and responsibilities of the post. The post holder may be required to undertake other duties appropriate to the role, commensurate with the level of responsibility and as directed by the Reception Manager, Operations Manager or Practice Partners. The duties may be amended from time to time to meet the changing needs of the practice.

About us

Church View Surgery is a well-established, forward-thinking GP practice providing high-quality primary care services to approximately 12,600 patients in the local community. We are a partner-led practice committed to delivering safe, effective and patient-centred care through a dedicated multidisciplinary team.

Rated Good by the Care Quality Commission (CQC), we pride ourselves on offering accessible healthcare services while maintaining a strong focus on continuous improvement, innovation and staff development. We work closely with local healthcare providers and are proud members of the Mewstone Primary Care Network (PCN), collaborating with partner organisations to enhance services and improve patient outcomes.

We foster a supportive and inclusive working environment where teamwork, professionalism and excellent patient care are at the heart of everything we do. As our practice continues to evolve, we are committed to embracing new ways of working and investing in our staff to ensure we meet the changing needs of our patients and community.

Joining Church View Surgery offers an exciting opportunity to be part of a friendly and dedicated team making a real difference to the health and wellbeing of our patients.