Medical Receptionist

Betts Avenue Medical Group

Newcastle upon Tyne

On-site

GBP 18,000 - 23,000

Full time

10 days ago

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Job summary

Betts Avenue Medical Group in Newcastle upon Tyne is seeking a Medical Receptionist to join our admin team. You will provide a friendly, professional reception and support the practice with appointment management and routine clinical administration.

You will be the first point of contact for patients and staff, handling calls, online enquiries and patient records with strict confidentiality, using SystmOne to book and update appointments.

Qualifications

Experience in customer service or reception roles.
Ability to handle confidential information and maintain privacy.
Experience working in GP practice or healthcare setting desirable.
Excellent communication and interpersonal skills.
Comfortable working in a busy environment.

Responsibilities

Provide a professional, friendly and welcoming service to patients and visitors.
Serve as the first point of contact for patients via reception, phone or online services.
Direct patients to the appropriate clinician or service and assist with urgent enquiries.
Manage the appointment system and coordinate with clinicians and staff.
Maintain patient records and handle administrative tasks in line with procedures.

Skills

Excellent communication

Strong telephone skills

Patient-focused

Organised

Confidentiality

Team player

Tools

SystmOne

Job description

Job summary

In order to strengthen our admin team, we are looking for a Medical Receptionist to join the practice. The Medical Receptionist provides a professional, efficient and patient-focused reception and administrative service within a busy GP Surgery. The post holder acts as the first point of contact for patients and healthcare professionals, ensuring a high standard of customer service while maintaining strict confidentiality and compliance with Practice policies. The role supports the smooth running of the practice by managing appointments, responding to patient enquiries, processing clinical administration tasks and assisting the multidisciplinary healthcare team. The post holder will work within the GP surgery systems while promoting patient access to healthcare services.

Main duties of the job

Work in a busy reception and administration team greeting patients at reception and directing them to the relevant practitioner.
Answering telephone calls and promptly dealing with patient queries to meet their needs.
Signposting patients to alternative services where required.
Dealing with requests from Patients to access on line services
Other administrative duties as requried
To work at either the Kenton or Benwell surgery as reqruied

About us

Betts Avenue is a long-established GP Practice operating in the heart of Newcastle over two sites (Kenton and Benwell). We currently have 3 GP Partners, 2 Salaried GP's, 1 ACP & 1 ANP. We are supported by an established nursing team, HCAs and admin team delivering a range of services to a population of approximately 10,500 patients.

Job responsibilities

Job Purpose

The Medical Receptionist provides a professional, efficient and patient-focused reception and administrative service within a busy GP Surgery. The post holder acts as the first point of contact for patients and healthcare professionals, ensuring a high standard of customer service while maintaining strict confidentiality and compliance with Practice policies. The role supports the smooth running of the practice by managing appointments, responding to patient enquiries, processing clinical administration tasks and assisting the multidisciplinary healthcare team. The post holder will work within the GP surgery systems while promoting patient access to healthcare services.

Key Responsibilities

Reception and Patient Care

Provide a professional, friendly and welcoming service to patients, visitors and healthcare professionals.
Act as the first point of contact for patients attending the surgery or contacting the practice via telephone or online services.
Direct patients to the most appropriate clinician or healthcare service
Assist patients who require urgent medical attention and follow the triage/oncall protocol
Monitor patient flow within the waiting area and keep patients informed of delays.

Appointment and Access Management

Manage the computerised appointment system SystmOne
Book, amend and cancel appointments for GPs, nurses, pharmacists, healthcare assistants and other clinicians.
Process appointment requests through telephone, online access systems and face-to-face enquiries.
Record requests for home visits in accordance with practice protocols.

Telephone and Communication Duties

Answer incoming calls promptly and efficiently.
Handle a high volume of calls while maintaining professionalism and patient confidentiality.
Accurately record messages and forward them to clinicians or relevant team members.
Communicate effectively with external healthcare organisations including hospitals, community services, pharmacies and laboratories.

Patient Administration

Process new patient registrations in line with practice procedures.
Maintain and update patient records accurately.
Scan and file clinical correspondence including hospital letters, discharge summaries, laboratory reports and referral documents.
Manage incoming and outgoing correspondence via post and electronic systems.

Prescription and Clinical Administration

Process repeat prescription requests from patients and pharmacies through telephone, online services and email.
Ensure prescription requests are processed in line with practice procedures.
Assist with issuing test results and clinical information where appropriate.
Ensure specimens are recorded, labelled and sent to the laboratory using the designated courier service.
Ensure hospital results and laboratory reports are passed to the appropriate clinician for review when needed.

Online Patient Services

Promote and assist patients in registering for online services
Respond to patient queries received through online messaging systems.

Clinic and Practice Support

Assist with the organisation and booking of annual reviews and seasonal flu clinics.
Support patient recall systems for chronic disease management and annual reviews.
Ensure consulting rooms are stocked
Check and tidy clinical rooms

Compliance, Governance and Safeguarding

Maintain strict patient confidentiality in accordance with GDPR
Adhere to practice policies including Safeguarding, Infection Prevention and Control, Health and Safety, and Equality and Diversity.
Participate in essential training including safeguarding, information governance and mandatory training

Teamwork and Professional Conduct

Work effectively as part of a team including GPs, nurses, pharmacists, administrators and allied healthcare professionals.
Communicate professionally with colleagues and external healthcare providers.
Participate in practice meetings, training sessions

Person Specification

Essential Skills