Part Time Medical Receptionist/Admin

NHS Jobs; Greater London; On-site; GBP 21,000 - 25,000; Full time

Job summary

NHS Jobs is seeking a diligent Medical Receptionist/Administrator to greet patients and manage front-desk tasks in a General Practice. You will handle enquiries in person, by phone and online, book appointments, maintain patient records and ensure confidentiality in a busy environment.

Responsibilities include triage support, communications with clinicians, and ensuring smooth clinic operations. A collaborative team approach and attention to data governance are essential.

Qualifications

• Experience in reception and patient services.
• Ability to respond to patient enquiries face-to-face, by phone and online.
• Proficient in appointment management and records handling.
• Knowledge of information governance and confidentiality.
• Experience with Docman for document management.

Responsibilities

• Greeting patients and visitors in a friendly, professional and courteous manner.
• Answering calls and relaying accurate messages to clinicians.
• Book, amend and cancel appointments in line with Practice procedures.
• Maintain electronic patient records and ensure confidentiality.
• Provide reception cover and support during busy periods.

Skills

Customer service

Telephone handling

Data entry

Confidentiality

Administration

Tools

Docman

Job description

Main Duties and Responsibilities

Main Duties and Responsibilities Reception and Patient Services Welcome patients and visitors in a friendly, professional and courteous manner. Respond to patient enquiries face-to-face, by telephone and through online services. Provide patients with appropriate information and assistance while maintaining confidentiality and professionalism. Book, amend and cancel appointments in accordance with Practice procedures. Process same-day and future appointment requests received by telephone, online and in person. Deal with enquiries efficiently and refer patients to the appropriate member of the Practice team where necessary. Provide reception cover and support colleagues during busy periods and staff absence.

Care Navigation and Triage

Undertake appropriate care navigation and non-clinical triage of patient requests in accordance with Practice protocols. Gather relevant information from patients to help identify the most appropriate clinician, service or pathway. Signpost patients to appropriate Practice, NHS or community services where required. Recognise potentially urgent requests and escalat**e** these promptly to the appropriate clinician in line with Practice procedures. Accurately record patient requests and relevant information on the clinical system. Record home visit requests accurately and refer them to the appropriate clinician. Maintain appropriate professional boundaries and ensure that clinical decisions and clinical advice are referred to a suitably qualified healthcare professional.

Appointment Management

Manage patient appointment requests efficiently and appropriately. Book patients with the appropriate clinician or service in accordance with Practice procedures. Manage appointment changes, cancellations and general appointment enquiries. Help maximise appropriate use of available appointments. Prepare clinic lists and associated documentation where required. Ensure information relating to appointments and patient requests is recorded accurately.

Telephone Duties

Answer incoming telephone calls promptly, professionally and courteously. Deal with patient enquiries appropriately and efficiently. Take and relay accurate messages to clinicians and other members of the Practice team. Transfer calls to the appropriate person or service where required. Operate the Practice telephone system in accordance with Practice procedures.

Docman and Document Management

Process incoming clinical and administrative correspondence using Docman. Scan, upload, index and workflow documents accurately to the appropriate patient record. Review and process incoming documents in accordance with Practice procedures. Allocate and workflow documents to the appropriate clinician or member of the Practice team. Monitor and manage assigned Docman workflows and complete relevant administrative actions. Ensure documents and correspondence are processed accurately and promptly. Identify urgent or important correspondence and **elev**ate appropriately in accordance with Practice procedures. Ensure documents are attached to the correct patient record. Maintain accurate electronic patient records and ensure information is filed correctly. Process incoming electronic and paper correspondence. Carry out scanning, filing and other document management duties. Maintain confidentiality and information governance standards when handling all patient documentation.

General Administration

Maintain accurate and up-to-date electronic patient records. Open, sort and distribute incoming post and correspondence. Prepare documentation, letters, forms and reports as requested by clinicians or management. Support Practice recall and call/recall systems. Carry out scanning, photocopying, filing and other routine administrative duties. Process administrative tasks and patient requests in accordance with Practice procedures. Maintain a good working knowledge of Practice policies, procedures and protocols. Support clinicians and other members of the Practice team with appropriate administrative duties.

Prescriptions

Process repeat prescription requests in accordance with Practice procedures. Assist with the safe handling of prescriptions. Issue completed prescriptions where applicable following appropriate identity checks. Refer prescription queries or concerns to the appropriate clinician or member of the Practice team.

Confidentiality and Information Governance

Maintain patient confidentiality at all times. Handle confidential and sensitive information appropriately. Ensure patient information is accessed and shared only where appropriate and necessary for the role. Follow Practice procedures relating to confidentiality, data protection and information governance. Ensure patient records, documents and computer systems are handled securely.

Practice Operations

Support the opening and closing of the Practice when required. Assist in maintaining reception, waiting and administrative areas appropriately. Complete relevant Health & Safety checks in accordance with Practice procedures. Help ensure the premises are secure when undertaking closing duties. Report operational, safety, security or facilities concerns promptly to the appropriate person.

Team Working

Work collaboratively and respectfully with GPs, nurses, healthcare professionals, receptionists, administrators and other members of the Practice team. Provide appropriate support and cover for colleagues during periods of absence or increased workload. Communicate effectively with colleagues to support continuity of patient services. Contribute to a positive, supportive and professional working environment. Attend Practice meetings and training sessions when required.

Training and Development

Complete mandatory and role-specific training as required. Maintain and develop knowledge of Practice procedures, policies and systems. Participate in relevant training relating to reception, administration, care navigation, patient access, Docman and other Practice systems. Participate in appraisal, supervision and ongoing professional development appropriate to the role.

General Responsibilities

Provide a consistently professional, respectful and helpful service to patients and colleagues. Treat patients fairly and with dignity and respect. Work in accordance with Practice policies, procedures and protocols. Maintain high standards of accuracy and attention to detail. Manage workload effectively and prioritise tasks appropriately in a busy General Practice environment. Work flexibly to support the operational needs of the Practice. Maintain professional standards and confidentiality at all times. Undertake any other reasonable duties appropriate to the Medical Receptionist/Administrator role and the operational requirements of the Practice. Please note: This job description provides an outline of the main duties and responsibilities of the post and is not intended to be exhaustive. Duties may be reviewed and amended from time to time in accordance with the operational needs of the Practice and the responsibilities appropriate to the role.