Medical Receptionist

The Methodist Church in Britain; Wigan; Sur place; GBP 19 000 - 23 000; Plein temps

Résumé du poste

Sullivan Way Surgery is seeking a receptionist to manage front-desk duties, handling patient calls, visits and enquiries. The role focuses on booking appointments, updating EMIS Web records and coordinating clinical correspondence in Docman for the wider team.

The post requires a patient-centred approach, excellent communication, and ability to work in a busy GP setting with a Monday–Friday 8:00–18:30 rota. Prior experience in a GP or healthcare reception is preferred.

Qualifications

• Recent experience handling patient enquiries in a busy healthcare environment.
• Strong IT skills with accurate data entry and record updates.
• Understanding of patient confidentiality and data protection requirements.

Responsabilités

• Act as first point of contact for patients, handling telephone and face-to-face enquiries professionally.
• Book, amend and cancel appointments in line with procedures and navigation processes.
• Use EMIS Web to access and update patient records accurately.
• Use Docman to manage incoming clinical correspondence and related tasks.
• Record patient requests, messages and prescription enquiries accurately and direct them to the right person.
• Recognise urgent or concerning requests and escalate to the clinical team.

Connaissances

Communication skills

Customer service

IT skills

Data protection & confidentiality

Prioritisation

Escalation awareness

Calm under pressure

Outils

EMIS Web

Docman

Description du poste

A reception post at Sullivan Way Surgery, a GP practice, where the front desk handles patient calls, visits and enquiries for the wider team. The work centres on booking appointments, updating records on EMIS Web and handling clinical correspondence in Docman, with urgent requests passed to clinicians. The role is 37.5 hours across a Monday to Friday rota between 8am and 6:30pm, so shift cover matters. Applicants need recent experience of patient enquiries in a busy healthcare setting.

What the job involves

• Act as first point of contact for patients, handling telephone and face-to-face enquiries professionally and sensitively
• Book, amend and cancel appointments in line with practice procedures and the GP-led appointment navigation process
• Use EMIS Web to access and update patient records accurately, including demographic details and administrative coding
• Use Docman to manage incoming clinical correspondence and related administrative tasks
• Record patient requests, messages and prescription-related enquiries accurately and direct them to the right person
• Recognise urgent or concerning requests and escalation them to the clinical team
• Support referrals, scanning, workflow management and general administrative duties
• Maintain strict confidentiality and comply with information governance, safeguarding and data protection requirements
• Work as part of the wider practice team, managing competing priorities and supporting colleagues
• Comply with practice policies, health and safety requirements and mandatory training

Experience

• Experience dealing with patient enquiries in a busy healthcare environment

Skills & knowledge

• Excellent communication and customer service skills
• Good IT skills and accurate data entry
• Understanding of patient confidentiality and data protection
• Ability to organise and prioritise workload effectively
• Ability to recognise when enquiries need escalation to a clinician or senior colleague
• Ability to deal calmly and professionally with challenging situations

Other

• Professional, approachable, compassionate and committed to a high standard of patient care
• Reliable, punctual and flexible
• Able to work independently and as part of a team
• Good attention to detail and a proactive approach
• Willing to undertake mandatory training and follow practice policies
• Available for 37.5 hours a week, Monday to Friday, on a rota between 8:00am and 6:30pm

Nice to have

• Previous experience as a receptionist in a GP practice
• Experience using Docman or a similar clinical document management system
• Knowledge of GP appointment systems and patient navigation processes
• Experience with referrals, prescription administration and clinical correspondence
• Knowledge of safeguarding and information governance in primary care
• Experience supporting patient recalls, searches and text messaging campaigns