Receptionist at Westerhope

Story Terrace Inc.; Newcastle upon Tyne; On-site; GBP 25,000 - 28,000; Full time

Benefits offered by this job

NHS pension

Induction and training

Ongoing learning & development

Job summary

Story Terrace Inc. is seeking a friendly, professional Receptionist for Westerhope Medical Centre in Newcastle. The role is full-time (37.5 hours per week) with potential part-time coverage. You will be the first point of contact for patients, delivering excellent service and handling administration to support Clinical staff.

The position requires a warm, efficient communicator with strong IT skills, able to manage appointments, data, and confidentiality in a busy primary care environment.

Qualifications

• GCSE English and Mathematics (or equivalent).
• Experience in a customer-facing role or public environment.
• Administrative experience.
• Excellent verbal and written communication skills.
• Good IT skills and familiarity with MS Office.
• Strong organisational and time-management abilities.
• Ability to work under pressure in a busy environment.
• Professional, friendly and patient-focused demeanor.
• Ability to work independently and as part of a team.
• High level of integrity and confidentiality.

Responsibilities

• Welcome patients and visitors in a professional, courteous manner.
• Book, amend and cancel appointments using the practice management system.
• Answer incoming telephone calls promptly and professionally; relay messages.
• Process correspondence and maintain accurate records.
• Process repeat prescription requests per procedures.
• Maintain accurate patient information in the clinical system and ensure data quality.
• Keep reception and waiting areas tidy and welcoming.
• Collaborate with colleagues and support the team during busy periods.

Skills

Customer service

Administrative

Communication

IT skills

Time management

Teamwork

Confidentiality

Education

GCSE English & Maths

Tools

EMIS Web

Microsoft Office

Job description

Job description:

Job role: Receptionist

Job type: Permanent

Working hours: 1 x full time 37.5hrs per week or 2 x part-time to cover 37.5 hrs a week

Location: Westerhope Medical Centre in Newcastle

Salary: £ 12.71/h

About Us:

We are a rapidly growing GP-led organisation with a mission to ensure that all patients have access to comprehensive, coordinated and continuous care within a sustainable primary care system.

We appreciate that our whole primary care system is struggling, which is causing a negative effect on patient care and staff happiness. We believe that we can turn this around by reimagining how primary care is delivered from the ground up by placing a focus on data insights, technology and clinical innovation.

Ultimately, we want to improve patient access, patient experience and health outcomes to significantly increase the quality of care for our patients. However, we can only build the best primary care service there is if our colleagues are happy, empowered and supported within an excellent working environment.

If you believe that there are ways to drastically improve the way primary care is delivered for both patients and staff alike and you want to be a part of this; then we would love to meet you and tell you more about our plans.

Job Summary

We are looking for a friendly, professional, and organised Receptionist to join our busy medical practice. The successful candidate will be the first point of contact for patients and visitors, providing excellent customer service and administrative support to ensure the smooth and efficient operation of the practice.

The Receptionist plays a key role in delivering a positive patient experience, maintaining accurate records, supporting clinical staff, and contributing to a welcoming and patient-centred environment.

Key Responsibilities

Patient and Visitor Support

• Welcome patients and visitors in a professional and courteous manner.
• Provide information and direct patients to the appropriate services or team members.
• Maintain a friendly, helpful, and patient-focused reception service.

Appointment Management

• Book, amend, and cancel appointments using the practice management system.
• Manage appointment schedules efficiently and accurately.
• Assist patients with appointment-related enquiries.

Telephone and Communication Duties

• Answer incoming telephone calls promptly and professionally.
• Respond to patient enquiries or direct calls to the appropriate team member.
• Take and relay accurate messages when required.

Administrative Support

• Process incoming and outgoing correspondence.
• Scan, file, and maintain electronic and paper records.
• Update and maintain accurate patient information on the clinical system.
• Support clinicians and the wider practice team with administrative tasks.

Prescription Processing

• Process repeat prescription requests in accordance with practice procedures and guidelines.

Data Management and Confidentiality

• Maintain accurate patient records and ensure data quality.
• Handle confidential information sensitively and in line with GDPR and practice policies.
• Adhere to all information governance and confidentiality requirements.

Reception Area Management

• Ensure reception and waiting areas remain tidy, organised, and welcoming.
• Monitor and report any issues affecting patient experience or safety.

Teamwork and Service Delivery

• Work collaboratively with colleagues across the practice.
• Support colleagues during periods of absence and increased workload.
• Contribute to continuous improvement and high standards of patient care.

Skills and Experience

Essential

• GCSE (or equivalent) in English and Mathematics.
• Previous experience working with the public or in a customer service environment.
• Administrative experience.
• Excellent verbal and written communication skills.
• Good IT and computer skills.
• Strong organisational and time-management skills.
• Ability to work effectively under pressure in a busy environment.
• Professional, friendly, and approachable manner.
• Ability to work independently and as part of a team.
• High level of integrity, discretion, and confidentiality.

Desirable

• Experience working in a healthcare or GP practice setting.
• Experience using EMIS Web or other clinical systems.
• Knowledge of health and safety procedures within a healthcare environment.

Personal Attributes

• Patient-focused and compassionate.
• Reliable, punctual, and committed.
• Flexible and willing to support colleagues when required.
• Strong attention to detail.
• Positive and proactive attitude.
• Ability to build effective working relationships with patients and colleagues.
• Emotionally resilient and able to remain calm in challenging situations.
• Respectful of diversity and committed to equality and inclusion.

Compliance Requirements

• Successful DBS (Disclosure and Barring Service) check.
• Occupational Health clearance.
• Completion of mandatory training as required by the organisation.
• Compliance with all practice policies, procedures, health and safety, confidentiality, and safeguarding requirements.

What We Offer

• Full induction and training programme.
• Ongoing learning and development opportunities.
• Supportive and collaborative team environment.
• Opportunity to make a positive impact on patient care and community health.
• NHS pension and employee benefits (where applicable).