Receptionist/Administrator

Job Summary

Are you ready to make a real difference in a place where your voice matters, your growth is championed, and your values are shared? At Your Family Practice, we're not just a healthcare provider we're a supportive community, a growing family, and a place where you can truly belong.

What We Offer

• A genuinely supportive team environment with regular protected time for collaboration
• Flexible working patterns that respect your work-life balance
• Investment in your continued professional development with dedicated daily learning time.
• Modern, well-equipped facilities in our recently upgraded practice

This role is more than just a job it's an opportunity to be part of a team that's emotionally intelligent, positively driven, and deeply accountable to the people we serve and to each other. We're obsessed with continuous learning, driven by data-informed decisions, and guided by a clear vision: to provide exceptional, people-centred care in a warm, inclusive, and forward-thinking environment.

Main duties of the job

As an Administrator/Receptionist at Your Family Practice, you'll play a vital role in keeping the practice running smoothly and ensuring patients feel welcomed, supported, and cared for.

You'll be the first point of contact for patients whether face-to-face, on the phone, or via online requests offering reassurance, excellent service, and clear communication.

Behind the scenes, you'll work closely with clinicians and the wider admin team to complete daily operational tasks, including:

• Managing incoming patient queries, appointment bookings, and signposting to the right care or service
• Processing online requests, handling triage actions, and supporting clinical workflows using EMIS and AccuRx
• Actioning incoming documents via Docman, including results, hospital letters, and correspondence
• Handling post, scanning, coding, and ensuring accurate and timely data entry
• Supporting prescription requests and processing administrative tasks linked to patient care
• Helping manage patient records, recalls, and registration updates with diligence and attention to detail

Every day is different it's fast-paced, meaningful, and requires a calm, kind, and organised approach. If you thrive in a team, enjoy variety, and love helping people, this role could be your perfect fit.

About Us

At Your Family Practice, we believe healthcare should feel personal for both our patients and our team. We're a forward-thinking, people-first GP surgery with a warm, supportive atmosphere, a family feel, and a big vision for the future.

Our team is made up of kind, committed professionals who genuinely care about what they do from clinicians to admin, everyone plays a valued part. We work hard, look after one another, and take pride in our positive, emotionally intelligent culture. We're passionate about delivering great care, and just as passionate about helping each other grow.

We Value:

• Emotional intelligence we listen, we care, we lead with empathy
• Positivity we find solutions and support each other through challenges
• Accountability we own our work and contribute to shared goals
• Continuous learning we invest in your development and celebrate progress
• Data-informed practice we use insight to improve and evolve

We're proud to offer a working environment that's structured yet flexible, ambitious yet supportive. We actively promote personal development, with regular training, 1:1s, and opportunities to learn new skills across the practice. Whether you're just starting out or looking to grow in your career, you'll be encouraged every step of the way.

If you're looking for a role where you're valued as a person, not just a position, where every day is varied and meaningful, and where you'll be part of a team that feels like home Your Family Practice is the place for you.

Date posted

16 April 2025

Pay scheme

Other
Salary

£12.21 an hour

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

A1349-25-0000

Job locations

83 Brigstock Road

Thornton Heath

Surrey

CR7 7JH

Job Description

Job responsibilities

As An Administrator/Receptionist, You'll Be a Vital Part Of Our Patient-facing And Operational Team. Your Work Will Be Varied, Fast-paced, And Meaningful. You'll Work Closely With The Clinical Team And Your Admin Colleagues To:

• Greet and support patients in-person, over the phone, and via online requests
• Manage appointment bookings, cancellations, and queries using EMIS
• Completion of any tasks assigned to the team
• Manage specific areas of work
• Filing of patient notes and records
• Ensuring clinical rooms are ready for start of session and tidied for the next day
• Ensuring all checklists are completed i.e room checks, toilet checks, AM/PM checklists
• Process and action clinical admin, including triage messages, results, and follow-ups
• Handle incoming documents through Docman (hospital letters, pathology, correspondence)
• Expected to attend weekly team meetings
• Manage and distribute post, scan and code documents, and ensure accurate data entry
• Support clinical teams by handling prescription requests, recalls, and workflows
• Maintain patient records and process new patient registrations
• Liaise with external services (pharmacy, hospitals, social care) when needed
• Contribute to a calm, efficient reception and back-office environment

Person Specification

Experience Essential

• Fluent in spoken and written English, with excellent communication skills
• Friendly, compassionate, and professional when dealing with patients and colleagues
• Strong IT skills, including confidence using email, spreadsheets, and data entry systems
• Good literacy and numeracy skills, with attention to accuracy and detail
• Ability to stay calm under pressure and work efficiently in a busy environment
• Organised and reliable, with good time management and the ability to prioritise tasks
• Team player with a positive attitude and willingness to support others
• Respect for patient confidentiality and understanding of professional boundaries
• Willingness to learn new systems and processes as part of ongoing development
• Able to follow instructions and act on feedback in a constructive way
• Flexible and adaptable to meet the changing needs of the practice

Desirable

• Experience working in a GP surgery or primary care setting
• Proficiency in clinical systems such as EMIS Web, Docman, and AccuRx
• Understanding of triage workflows and managing clinical actions efficiently
• Knowledge of NHS services, care navigation, and local healthcare pathways
• Familiarity with repeat prescription processes and medication terminology
• Ability to accurately read-code and process incoming clinical documents
• Previous experience handling patient-facing communication in a busy environment
• Awareness of data protection, GDPR, and patient confidentiality principles
• Ability to prioritise tasks independently while supporting team priorities
• An interest in continuous improvement, including audits, quality reviews, or process changes
• A proactive mindset with a desire to learn, problem-solve, and take initiative

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Brigstock Family Practice

Address

83 Brigstock Road

Thornton Heath

Surrey

CR7 7JH

Employer's website

https://www.brigstockfamilypractice.nhs.uk/