Medical Receptionist​/Administrator

Provide a friendly, professional and welcoming service to all patients and visitors. Deal with patients' enquiries promptly and courteously, both face‑to‑face and over the telephone. Maintain a calm and professional approach when dealing with challenging or difficult situations. Book, cancel and rearrange appointments in accordance with practice procedures. Ensure patients are appropriately directed to the most suitable clinician or service. Provide information to patients within the limits of the role and practice protocols.

Maintain a high standard of customer service at all times. Ensure the reception area is kept tidy, welcoming and professional.

• Answer incoming calls promptly and professionally.
• Establish the nature and urgency of patients' enquiries whilst maintaining confidentiality.
• Deal with routine queries and signpost patients appropriately.
• Recognise situations that require urgent attention and escalated appropriately.
• Communicate effectively with patients who may be distressed, anxious or have additional communication needs.

• Process incoming and outgoing correspondence accurately and efficiently.
• Process prescription requests in accordance with practice procedures.
• Register new patients and maintain accurate patient demographic information.
• Update patient records and ensure information is recorded accurately.
• Process referrals, forms and other administrative requests as required.
• Undertake scanning, filing, document management and other administrative duties.
• Complete practice searches and other administrative tasks when required.
• Support recalls, audits and other practice initiatives.
• Ensure all administrative work is completed within agreed timescales.

• Use EMIS Web confidently and appropriately.
• Accurately enter, retrieve and update patient information.
• Maintain accurate electronic patient records.
• Use email, telephone systems and other practice IT systems effectively.
• Demonstrate good general IT skills and willingness to learn new systems and processes.
• Maintain a high level of accuracy when working with confidential patient information.

• Communicate effectively with GPs, nurses, hcas and administrative colleagues.
• Work collaboratively with the wider practice team to ensure patients receive appropriate care.
• Maintain good working relationships with colleagues and external healthcare organisations.
• Attend team meetings and participate in relevant discussions and training.
• Support colleagues during busy periods and contribute positively to the team environment.
• Communicate changes to colleagues appropriately to ensure continuity of service.

• Maintain strict confidentiality regarding patients, staff and practice information.
• Comply with GDPR, NHS information governance requirements and practice confidentiality policies.
• Only access patient information when required for the duties of the role.
• Ensure confidential information is handled, stored and disposed of appropriately.
• Maintain professional boundaries at all times.

• Understand and follow the practice's safeguarding policies and procedures.
• Recognise and appropriately escalated concerns relating to children, young people and vulnerable adults.
• Report any concerns regarding patient safety to the appropriate member of the clinical or management team.
• Follow practice procedures relating to significant events, incidents and complaints where appropriate.
• Ensure urgent or clinically concerning information is promptly passed to the appropriate clinician.

• Work in accordance with all practice policies, procedures and protocols.
• Comply with relevant NHS and statutory requirements.
• Participate in mandatory training and continuing professional development.
• Maintain competence in all aspects of the role.
• Participate in practice meetings, training and development activities as required.
• Support the implementation of changes to practice procedures and NHS requirements.
• Promote equality, diversity and inclusion in all aspects of the role.
• Treat all patients, carers, visitors and colleagues with dignity and respect.
• Undertake other reasonable duties appropriate to the role and level of responsibility.

• The post holder must maintain confidentiality of information relating to patients, relatives, carers, colleagues and the practice.
• Any breach of confidentiality may result in disciplinary action.
• The post holder must comply with the requirements of the UK GDPR, Data Protection Act 2018 and NHS information governance requirements.

The post holder will be required to:

• Comply with all practice health and safety policies.
• Report accidents, incidents and hazards appropriately.
• Maintain a safe working environment for patients, visitors and staff.
• Follow infection prevention and control procedures.
• Undertake mandatory training relevant to the role.