Medical Receptionist

NHS; Burton upon Trent; On-site; GBP 20,000 - 25,000; Full time

Job summary

A healthcare practice in Burton upon Trent is seeking a dedicated medical receptionist to provide exceptional service to patients. This role involves handling enquiries, scheduling appointments, and managing patient information using EMIS Web. Ideal candidates have excellent communication and customer service skills, with experience in a busy NHS environment. You'll join a friendly team focused on delivering high-quality patient care, where attention to detail and a positive attitude is key.

Qualifications

• Minimum previous job-specific training in patient/customer service.
• Experience in a busy NHS environment is preferred.
• Experience of answering telephone calls in a high call volume environment.

Responsibilities

• Ensure effective reception service for patients.
• Deal with general enquiries and make appointments.
• Accurately enter patient information into the system.

Skills

Customer service

Communication skills

Organizational skills

Problem-solving

Education

GCSE Maths and English

Good General Secondary Education

Educated to A level standard

Tools

EMIS Web

Docman

AccuRx

Job description

Barton Family Practice is looking for an additional enthusiastic medical receptionist to join our friendly, supportive, well‑organised, forward‑thinking Practice team. We are a semi‑rural practice on the edge of the Peak District situated in the pleasant village of Barton under Needwood, with excellent road and rail connections to the Midlands and beyond. We provide high quality care, and our patient‑focus is reflected in our excellent patient satisfaction rates, high QOF achievement and Good CQC rating.

Purpose built premises with District Nurses, Physiotherapy, Podiatry, Health Visitors and CBT therapists on site.

Training and research practice.

4 Partners (3 WTE), Clinical Pharmacist, Nurse Practitioner, 2 Nurses, Nurse Associate, HCA, and Phlebotomist.

Well organised reception and Admin team.

EMIS Web, AccuRx, DOCMAN 10 and workflow management.

Chronic disease clinics, minor surgery, and contraceptive implants.

Main duties of the job

Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice. Dealing with all general enquiries, explain procedures and make new and follow‑up appointments. Using your own judgement and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non‑disruptive manner. Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. Receive and make telephone calls as required. Enter requests for home visits, ensuring careful recording of all relevant details and where necessary refer to On‑Call Doctor. Action repeat prescription requests and ensure that they are ready within (2 working days) & forwarded to the correct pharmacy. Accurate recording of patient information on to the computer as required. Dealing with patient notes and correspondence in a timely manner.

About us

Barton Family Practice is a real friendly team whose aim is to deliver the best patient care for each individual patient. Being a good team player is a vital part of our receptionist role. You will be well supported by colleagues and will find this busy role rewarding and demanding, learning many new skills to give you job satisfaction.

You will receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone. Efficiently use numerous IT applications to maintain accurate patient records.

The post holder will form part of the multidisciplinary team providing high quality care for patients of the practice. The role of Receptionist is fundamental to the smooth running of the practice and has a unique role in building relationships with patients.

• The post holder will be the first point of contact for patients at the practice. The role is varied and includes face‑to‑face work with the public and administration duties. The post holder will need to have a clear understanding of customer care and be able to work as part of our friendly team.

Job responsibilities

• Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice.
• Deal with all general enquiries, explain procedures and make new and follow‑up appointments.
• Using your own judgement and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non‑disruptive manner.
• Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
• Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Enter requests for home visits into the visit list, ensuring careful recording of all relevant details and where necessary refer to On‑Call Doctor.
• Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours (2 working days) or forwarded to the correct pharmacy.
• Prepare notes/labels for specific clinics held, ensuring completion of all associated paperwork (e.g., Travel Clinic paperwork).
• Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for the same.
• Enter patient information onto the computer as required.
• Retrieve and re‑file records as required, ensuring strict alphabetical order is adhered to.
• Ensure correspondence, reports, results etc are scanned/filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen.
• Ensure records are kept in good repair with all necessary information on the outside cover clearly visible.
• Make and serve refreshments, keep the kitchen clean and tidy and air and tidy the waiting room in turn with other staff.
• Open up premises at the start of the day when first to arrive, deactivate alarm and make all necessary preparations to receive patients.
• When last to leave at the end of the day, ensure that the building is totally secure, internal lights are off and the alarm activated.
• Ensure that all new patients are registered onto the computer system promptly and accurately.
• Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.
• Overtime is also needed to help cover annual leave and staff sickness; this overtime is mutually agreed with the Reception Team Leader.

Confidentiality

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
• In the performance of the duties outlined in this Job Description, the post‑holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety

• Using personal security systems within the workplace according to Practice guidelines.
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
• Reporting potential risks identified.

Equality and Diversity

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a manner which is welcoming to and of the individual, is non‑judgemental and respects their circumstances, feelings, priorities and rights.

Personal/Professional Development

• Participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality

• Alert other team members to issues of quality and risk, raise and review significant events and help with audits and surveys to maintain quality assurance.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance.
• Work effectively with individuals in other agencies to meet patients’ needs.
• Effectively manage own time, workload and resources.

Communication

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise people’s needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services

• Apply Practice policies, standards and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.
• Participate in audits where appropriate.

Person Specification

Experience

• Minimum previous job‑specific training: patient/customer service.
• Experience of working directly with members of the public in a busy patient/customer facing environment.
• Experience of answering telephone calls in a high call volume environment.
• Experience of working as part of a team.
• Experience of working directly with members of the public in a busy NHS environment.
• Experience of using EMIS WEB.
• Docman.
• AccuRX.

Qualifications

• GCSE CSE O Level A TO C GRADE MATHS AND ENGLISH.
• Good General Secondary Education.
• College education.
• Educated to A level standard.
• Other specific qualifications: Medical terminology, Customer Services.
• Computer Qualifications.

Knowledge and Skills

• Library & indexing skills knows ABC.
• Organisational / problem solving skills.
• Verbal communication skills – ability to deal with people in person and on the telephone.
• Good interpersonal skills to develop and maintain effective working relationships; ability to work to and meet firm deadlines; ability to work on own initiative.
• Verbal reasoning skills.
• Good knowledge of WORD and Xcel.
• Clinical software skills – EMIS.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.