Receptionist

The Park Surgery; Great Yarmouth; On-site; GBP 23,000 - 28,000; Full time

Job summary

The Park Surgery in United Kingdom is seeking a Medical Receptionist to join our busy reception team. This full-time role (30–37 hours per week) carries a salary of £25,272 FTE and involves welcoming patients, managing arrivals and enquiries, and maintaining the appointment system.

You will also support triage administration and signpost patients to the right service while upholding confidentiality and professional standards.

Qualifications

• Experience in reception or patient-facing roles is preferred.
• Ability to work calmly in a busy team environment.
• Comfort with IT systems and handling confidential data.

Responsibilities

• Accurate reception of patients and arrivals; manage enquiries.
• Oversee appointment system and patient records updates.
• Handle telephone and online requests for appointments.
• Support triage administration and care navigation per protocols.
• Signpost patients to appropriate services and escalate when needed.
• Assist with recalls, vaccinations admin, and service improvements.
• Maintain accurate information governance and safeguarding practices.

Skills

Excellent communication

Empathy

IT proficiency

Confidentiality

Care navigation

Tools

SystmOne

Job description

Are you an enthusiastic, organised and compassionate person who enjoys helping people and working as part of a busy team? The Park Surgery is looking for a Medical Receptionist to join our established reception team for 30 to 37 hours per week, with a salary of £25,272 FTE. As one of the first people our patients meet or speak to, you will play a vital role in creating a welcoming experience and helping patients access the right care. This is a varied position combining reception, care navigation, appointment management and general administration. You will work closely with clinical, administrative and external colleagues, using SystmOne and digital services to keep information accurate and services running smoothly. We are committed to high-quality, efficient, personal and responsive care, and we value kindness, teamwork, clear communication and continuous improvement. You will receive a full induction, mandatory training and ongoing support to develop your skills. If you are calm under pressure, confident using IT, committed to confidentiality and able to communicate with empathy and professionalism, we would be pleased to hear from you. As a Medical Receptionist, you will be a key member of our general practice team and often the first point of contact for patients. You will welcome patients, manage arrivals and enquiries, answer telephone and online requests, maintain the appointment system and support triage administration. Using approved protocols, you will care‑navigate and signpost patients to the most appropriate service, recognising and escalating urgent concerns without providing clinical advice. You will accurately update patient records, process registrations, scan correspondence, action emails, support repeat‑prescription workflows and direct requests such as subject access, insurance, solicitor and DVLA enquiries to the appropriate team. You will also support clinicians and colleagues with general administration, recalls, vaccination clinics and service‑improvement work. The role requires excellent communication, confidentiality, accuracy, empathy and confidence when managing sensitive or difficult situations, alongside compliance with safeguarding, information governance, infection‑control and health‑and‑safety procedures.

Primary key responsibilities

• a. Accurately detail information on patients records within the clinical system
• b. Maintain and monitor the practice appointment system
• c. Process personal, telephone and e-requests for appointments
• d. Assist with total triage administration
• e. Answer incoming phone calls, transferring calls or dealing with callers requests appropriately
• f. Signpost patients to the correct service
• g. Initiate contact with and respond to requests from patients, team members and external agencies
• h. Photocopy documentation as required
• i. Enter data for new and temporary registrations and relevant patient information as required
• j. Input data into patients healthcare records as necessary
• k. Direct requests for information, including DSARs, insurance or solicitors letters and DVLA forms, to the administrative team
• l. Manage all queries as necessary in an efficient manner
• m. Carry out system searches as requested
• n. Support all clinical staff with general administrative tasks as requested
• o. Undertake a broad spectrum of administrative duties commensurate with the role
• p. Be an integral part of the general practice team
• q. Act as a chaperone as required
• r. Be aware of duties and responsibilities under current legislation and adhere to practice policies and procedures on safeguarding adults and children
• s. Support the delivery of enhanced services and other service requirements
• t. Undertake all mandatory training and induction programmes
• u. Contribute to and embrace the spectrum of clinical governance
• v. Maintain a clean, tidy and effective working area at all times
• w. Attend a formal appraisal with the line manager at least every 12 months; progress against agreed performance and training objectives will be reviewed regularly so that new objectives can be agreed
• There may be, on occasion, a requirement to carry out other tasks. This will depend on factors such as workload and staffing levels.

Wider responsibilities

• a. Support administrative staff, providing cover during staff absences
• b. Action incoming emails and correspondence as necessary
• c. Scan patient-related documentation and attach scanned documents to patients healthcare records
• d. Participate in local initiatives to enhance service delivery and patient care
• e. Support the management of repeat prescriptions, ensuring they are processed accurately and efficiently
• f. Support and participate in shared learning
• g. Welcome patients, manage arrivals, confirm demographic and contact details, and respond appropriately to reception and waiting‑area enquiries
• h. Undertake care navigation using approved practice protocols, without providing clinical advice, and recognise and escalating urgent or concerning presentations promptly
• i. Respond professionally to concerns and difficult situations, use appropriate de‑escalation techniques, and refer formal complaints in line with practice procedure
• j. Follow infection prevention and control guidance and practice procedures for suspected communicable diseases
• k. Understand and follow emergency, evacuation and business‑continuity procedures and maintain required basic life‑support training
• l. Comply with UK GDPR, the Data Protection Act 2018, Caldicott principles and practice information‑governance procedures, including appropriate identity verification before disclosing information
• m. Identify communication and accessibility needs, arrange interpreters where required, and support reasonable adjustments for disability, sensory loss or language barriers
• n. Support patients to use online services, including the NHS App and online access routes, and promote digital inclusion while offering appropriate alternatives
• o. Maintain accurate patient records, including contact details, preferred communication methods, consent information and reasonable‑adjustment requirements
• p. Handle payments, receipts and private‑service administration accurately where this forms part of practice procedures
• q. Complete opening and closing duties where rostered, ensuring reception areas, equipment, records and premises are appropriately secured
• r. Support vaccination clinics, recall programmes, screening activity and public‑health campaigns as required
• s. Report significant events, near misses, safeguarding concerns, information breaches and other incidents promptly using practice procedures
• t. Follow lone‑working and personal‑safety procedures where applicable