Receptionist/Administrator

Ford Medical Practice; West Kirby; On-site; GBP 19,000 - 24,000; Full time

Job summary

Ford Medical Practice is seeking a Receptionist/Administrator to join a supportive team in West Kirby. The role combines front-line reception duties with administrative tasks, providing excellent customer service while maintaining patient records and coordinating appointments.

The successful candidate will have strong communication skills, a professional telephone manner and the ability to multi-task in a busy primary care environment.

Qualifications

• Excellent communication skills and professional telephone manner.
• Ability to manage multiple tasks efficiently in a busy practice.
• Commitment to patient confidentiality and data protection.
• Willingness to learn new systems quickly and accurately.

Responsibilities

• Manage and maintain the practice appointment system.
• Respond to patient enquiries in person or by telephone and direct to the right service.
• Process prescription requests following practice procedures.
• Register new and temporary patients and update records.
• Maintain a welcoming reception and ensure confidentiality at all times.
• Liaise with hospitals and community services as required.

Skills

Face-to-face communication

Telephone etiquette

Confidentiality

IT literacy

Multi-tasking

Teamwork

Organisational skills

Tools

EMIS Web

Accurx

PATCHS

Microsoft Outlook

Word

Excel

Job description

Working Hours: The position is for a full or part-time role with shifts taking place between the hours of 7:45 AM and 6:45 PM Monday to Friday.

Job Type: Part-time or Full-time

About the Role: Are you looking for a rewarding role where you can make a difference to patients' lives while working in a supportive and friendly team? Ford Medical Practice is seeking an enthusiastic, motivated and compassionate individual to join us as a Receptionist/Administrator. This varied role combines front-line reception duties with dedicated administrative responsibilities, allowing you to develop a broad understanding of general practice operations. The successful candidate will provide excellent customer service to patients whilst also supporting the administrative functions of the practice. The ideal candidate will have excellent communication skills, a professional telephone manner and the ability to manage multiple tasks efficiently. Previous experience in a GP practice would be advantageous but is not essential, as full training will be provided. Flexibility to provide cover for colleagues during periods of annual leave and sickness is essential.

Reception Duties

• Manage and maintain the practice appointment system.
• Respond to patient enquiries, either in person or by telephone.
• Direct patients to the most appropriate service or healthcare professional.
• Process prescription requests in accordance with practice procedures.
• Register new and temporary patients and update patient records.
• Ensure the reception area is welcoming, tidy and professional.
• Maintain patient confidentiality at all times.

Administrative Duties

• Accurately enter and maintain patient data within the clinical system.
• Process incoming correspondence and action items appropriately.
• Support clinical and management staff with routine administrative tasks.
• Liaise with hospitals, community services and other healthcare organisations as required.
• Undertake document management, scanning and filing tasks.
• Assist with other administrative duties as required.

Key Skills & Qualities:

• Strong face-to-face communication and interpersonal skills
• Professional and friendly telephone etiquette
• Commitment to maintaining patient confidentiality
• Proficiency in IT and the ability to learn new systems quickly
• Ability to remain calm and composed in a fast-paced environment
• Flexible and adaptable to changes in shift patterns and team needs
• Ability to work independently and as part of a team
• Excellent organisational skills and attention to detail
• Previous experience in primary care is an advantage, but not required

• Greet patients, visitors and other callers to the practice in a professional, courteous and welcoming manner.
• Respond to telephone enquiries from patients, healthcare professionals and external agencies, directing calls appropriately and taking accurate messages when required.
• Manage appointment bookings, cancellations and amendments using the practice's clinical system.
• Support the practice's care navigation and triage processes by gathering relevant information from patients in accordance with practice protocols.
• Respond to patient enquiries and requests, seeking advice from clinicians or senior colleagues where appropriate.
• Register new and temporary patients and maintain accurate patient demographic records.
• Arrange interpreting services when required.
• Provide patients with test results and other information in accordance with practice procedures.
• Assist clinicians and the wider practice team with administrative and operational tasks as required.
• Act as a chaperone during clinical examinations when appropriately trained and requested.
• Maintain a tidy, professional and welcoming reception and waiting area.
• Undertake opening and closing procedures, including security checks and alarm procedures where required.

Duties may include:

• Processing repeat prescription requests in line with practice protocols.
• Monitoring incoming workflow and clinical administration tasks and ensuring they are actioned promptly or directed to the appropriate team member.
• Processing patient registrations and deductions.
• Updating and maintaining accurate patient records, including demographic and clinical information as instructed.
• Processing incoming correspondence, scanning, coding and filing documents as appropriate.
• Managing electronic documents and workflows within the clinical system.
• Liaising with hospitals, community services and other healthcare organisations regarding patient enquiries and administrative requests.
• Supporting recall programmes and other practice administrative initiatives.
• Undertaking general administrative duties to support clinicians and the management team.

Patient Care and Communication

Deliver a high standard of customer service to all patients, carers and visitors. Communicate with empathy, professionalism and respect, particularly when dealing with sensitive or challenging situations. Keep patients informed of any delays or changes to appointments where possible. Work collaboratively with clinicians, colleagues and external healthcare professionals. Contribute positively to a supportive team environment.

Information Governance and Confidentiality

Maintain strict patient confidentiality in accordance with data protection legislation, NHS guidance and practice policies. Comply with GDPR, Caldicott principles and information governance requirements. Ensure all patient information is handled securely and appropriately. Maintain awareness of safeguarding responsibilities and practice procedures.

IT and Record Keeping

Accurately record and update information within the clinical system and other practice software. Develop and maintain competence in EMIS Web, Accurx, PATCHS, Microsoft Outlook, Word, Excel and any other systems required for the role. Ensure all data entry is accurate, timely and completed to a high standard.

Quality, Training and Development

Participate in team meetings, training sessions and practice development activities. Identify opportunities for service improvement and raise suggestions with line managers. Undertake mandatory training and maintain personal and professional development. Support the induction and training of new staff where appropriate.

General Responsibilities

Comply with all practice policies and procedures. Follow Health and Safety, COSHH, infection prevention and control, and fire safety requirements. Maintain the security of the premises, staff and patient information. Undertake any other reasonable duties consistent with the nature and grade of the post, as requested by the Partners, Practice Manager or other members of the leadership team.

Other Information

This job description is intended to provide an overview of the duties and responsibilities associated with the role. The post holder may be required to undertake other reasonable duties commensurate with the role to meet the changing needs of the practice and its patients.