Medical Receptionist

NHS North Of England Commissioning Support Unit; Consett; On-site; GBP 20,000 - 26,000; Full time

Job summary

A healthcare organization in Consett is seeking a Medical Receptionist to manage patient interactions and documentation efficiently. The ideal candidate should possess excellent customer service skills, be a team player, and demonstrate effective communication abilities. Responsibilities include greeting patients, handling queries, and ensuring patient confidentiality. This role offers comprehensive training within a supportive and inclusive team environment, making it an excellent opportunity for both experienced and aspiring medical receptionists.

Benefits

Comprehensive training

Supportive team environment

Qualifications

• Strong customer service principles and abilities.
• Communicate effectively in person and on the phone.
• Ability to remain calm under pressure.

Responsibilities

• Greet patients and answer telephone queries.
• Handle patient documentation and appointments.
• Ensure smooth operation of front desk duties.

Skills

Excellent customer care skills

Excellent communication skills

IT skills (SystmOne advantage)

Multitasking ability

Confidentiality

Education

4 GCSEs at Grade C or above

Tools

SystmOne

Computer

Photocopier

Scanner

Job description

Medical Receptionist

The closing date is 19 December 2025

Queens Road Surgery currently has a vacancy for a receptionist due to retirement. Both full and part‑time applicants will be considered. Are you an experienced medical receptionist looking for a change or a new challenge? or someone who would like the opportunity to train for this rewarding role? Are you a team player? We would love to hear from you.

Main duties of the job

Applicants must have a good educational background, be of smart appearance, have excellent customer care skills and a pleasant telephone manner. They should have excellent communication skills, IT skills (SystmOne an advantage but not essential) and be able to multitask in a busy but friendly environment, the ability to work under pressure is essential. They will be responsible for greeting patients and answering telephone queries, scanning documents via SystmOne workflow.

In return you will receive comprehensive training, become part of an efficient, but supportive and friendly reception team and a valued member of an inclusive wider practice team.

About us

Queens Road Surgery is a busy training practice with approx. 16,000 patients. We have 11 GPs, 3 trainee GPs, 2 Advanced Nurse practitioners, 2 Nurse practitioners, 1 Pharmacist, 4 Practice nurses, 1 Nurse associate, 3 Health care assistant. We also have various attached PCN staff such physios/pharmacists and social prescribers based at the practice. All these roles are supported by our clerical and reception team who play a vital part in the day to day running of the practice.

Job responsibilities

Purpose of the post: To ensure the clinicians are able to provide an effective, efficient and caring service to the Practice population.

Dealing with patients through sensible use of initiative, flexible approach and working to consistent high standards.

Through development of skills, you will be expected to prioritise tasks effectively and efficiently.

Key responsibilities include:

• Respect patient confidentiality at all times.
• Handle enquiries from patients efficiently and courteously.
• Keep surgery premises tidy.
• Handle patient documentation promptly.
• Reception desk duties, including reception of patients, dealing with queries by telephone.
• Make appointments by telephone and at desk, using computerised system.
• Complete tasks via the SystmOne computer system.
• Scan and file letters, deal with clerical patient changes of address, complete blood test forms where required.
• Sort external mail and pass on any mail not for the practice.
• Check for action notes when GPs have viewed post and pass to relevant person, then sort rest for scanning.
• Enter data of patient information onto computer as required, including personal patient contacts, passing messages etc.
• Take requests for housecalls and booking of ambulances via computer.
• Use all office equipment, e.g., computer, photocopier, etc.

Knowledge, skills, training and experience

The post holder will receive an initial induction, ongoing job training supported by the practice procedures/protocols. Required mandatory training includes Confidentiality, Customer Care, Fire Safety Training, CPR and any other training necessary for performance of the job role.

• Theoretical and practical knowledge.
• Helpful, friendly and effective telephone / face to face manner.
• Competence in written and spoken English.
• Competent in the use of office equipment e.g., photocopier/scanners.
• Knowledge of the NHS.
• Use of SystmOne.
• Experience within General Practice.
• Completion of administrative processes and procedures.
• Forward planning.

Professional or specialist knowledge

Knowledge of SystmOne clinical system would be an advantage.

Key result areas

• Patient Care: Provide general non‑clinical advice, information and guidance directly to patients, relatives or carers within the practice protocols/procedures, such as taking and relaying messages, advice to patients re surgery availability, making appointments and signposting patients to other agencies.
• Policy and Service Development: Follow all procedures, keep up to date with changes, contribute to policy development within the role, identify potential improvements.
• Financial and Physical Resources: Use practice equipment carefully, manage incoming fees with diligence.
• Human Resources: Demonstrate knowledge to new/less experienced colleagues.
• Information Resources: Accurately input and manage data, maintain confidentiality.
• Research and Development: Occasional audit within own work area.
• Analytical: Use judgement in dealing with patient enquiries, resolving problems.
• Planning and Organising: Organise own workload within rota guidelines, meet standards and deadlines.
• Communication and Relationships: Liaise with patients, GPs, practice management, other team members, wider team and outside agencies; treat all patients sensitively and with non‑bias approach.
• Freedom to Act: Follow procedures with minimum supervision, exercising initiative.
• Effort and Environment: Small amount of walking, standing, sitting, and stair climbing; computer work demands good keyboard skills.
• Emotional: Manage occasional exposure to distressed patients, bereaved relatives, upset callers.
• Working Conditions: Pleasant workstations, large staff room/kitchen, occasional exposure to hazards and aggression.

Person Specification

Qualifications

• 4 GCSEs at Grade C or above (or equivalent), including English and Maths.

Experience

• IT Skills.
• Good general knowledge.
• Good verbal and written communication skills.
• Able to multitask.
• Customer services experience.
• Patient request and complaint resolution.
• Dealing with the public.
• Common sense.
• Logical thinking.
• Demonstrate use of initiative.
• Able to review, reflect and prioritise.
• Sense of urgency as appropriate.

Personal attributes

• Team player.
• Diplomatic.
• Commitment to the role.
• Commitment to basic Equal Opportunities.
• A calm approach to stressful situations.

Physical requirements

• VDU eye and keyboard, limited bending, lifting and stretching.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and it is necessary to submit a Disclosure to the Disclosure and Barring Service (formerly CRB) to check for any previous convictions.

Employer name

NHS North Of England Commissioning Support Unit