Job summary
We are a friendly, forward-thinking GP practice serving a diverse patient population of approximately 9,200. Our dedicated team works hard to deliver high-quality, patient-centred care. We are now seeking an enthusiastic and adaptable Medical Receptionist / Care Navigator to join our supportive administrative team.
We are looking for someone who is:
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Friendly, patient-focused, and able to work well under pressure
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Highly organised, with good attention to detail
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A team player with strong communication skills
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Adaptable to change and willing to learn
Desirable:
Main duties of the job
As a key member of our front-of-house team, you will be the first point of contact for our patients both in person and over the phone. You will play an important role in supporting patients to access the right care at the right time, helping the practice meet its clinical and administrative objectives.
Key responsibilities include (but are not limited to):
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Answering telephone and face-to-face patient queries efficiently and professionally
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Managing appointment bookings and signposting patients to appropriate services
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Assisting in meeting QOF and other practice targets
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Processing prescription requests
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Registering new patients and updating records accurately
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Coding and filing medical correspondence
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Supporting clinicians and the wider practice team with administrative duties
About us
Woolton House is a well-established GP surgery providing a full range of primary care services to our local community. We pride ourselves on our friendly and supportive team culture and our commitment to delivering high-quality, patient-centred care. our practice consists of 5 partner GP's3 Salaried GP's 1 ANP2 Practice nurses1 HCAwe also have a supportive team through our PCN network which consists of physiotherapists and social prescribers.
Job description
Job responsibilities
Key Responsibilities and DutiesReception and Front Desk
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Provide a welcoming and professional reception service for patients and visitors.
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Deal with incoming telephone calls promptly and efficiently.
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Manage appointment bookings, cancellations, and queries using the EMIS Web system (training provided).
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Respond to patient queries and requests, signposting to appropriate services where necessary.
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Ensure that patients are navigated effectively to the correct clinician or external service.
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Handle patient complaints or concerns courteously and refer to senior staff as appropriate.
Administration and Record Management
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Register new patients and update existing patient records accurately.
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Process repeat prescription requests following practice protocols.
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Open, scan, code, and distribute clinical correspondence accurately and in a timely manner.
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Support the achievement of QOF, IIF, and other contractual or quality targets through accurate data entry and administrative support.
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Maintain and manage recall systems, ensuring timely follow-up of patient reviews and investigations.
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Assist with the management of practice email accounts, referrals, and other administrative inboxes.
Teamwork and Communication
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Work collaboratively with all members of the practice team to ensure effective patient service delivery.
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Communicate effectively with patients, colleagues, and external agencies in a professional and confidential manner.
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Attend team meetings, training sessions, and appraisals as required.
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Contribute to the continuous improvement of reception and administrative processes.
Confidentiality and Information Governance
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Maintain strict confidentiality of all patient and practice information at all times.
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Adhere to data protection and information governance policies and procedures.
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Handle all information securely and in accordance with GDPR requirements.
Health and Safety
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Comply with practice health and safety policies and report any potential risks or incidents.
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Assist in maintaining a clean, safe, and tidy reception and waiting area.
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Follow infection prevention and control guidelines.
Training and DevelopmentOther Responsibilities
Job description
Job responsibilities
Key Responsibilities and DutiesReception and Front Desk
-
Provide a welcoming and professional reception service for patients and visitors.
-
Deal with incoming telephone calls promptly and efficiently.
-
Manage appointment bookings, cancellations, and queries using the EMIS Web system (training provided).
-
Respond to patient queries and requests, signposting to appropriate services where necessary.
-
Ensure that patients are navigated effectively to the correct clinician or external service.
-
Handle patient complaints or concerns courteously and refer to senior staff as appropriate.
Administration and Record Management
-
Register new patients and update existing patient records accurately.
-
Process repeat prescription requests following practice protocols.
-
Open, scan, code, and distribute clinical correspondence accurately and in a timely manner.
-
Support the achievement of QOF, IIF, and other contractual or quality targets through accurate data entry and administrative support.
-
Maintain and manage recall systems, ensuring timely follow-up of patient reviews and investigations.
-
Assist with the management of practice email accounts, referrals, and other administrative inboxes.
Teamwork and Communication
-
Work collaboratively with all members of the practice team to ensure effective patient service delivery.
-
Communicate effectively with patients, colleagues, and external agencies in a professional and confidential manner.
-
Attend team meetings, training sessions, and appraisals as required.
-
Contribute to the continuous improvement of reception and administrative processes.
Confidentiality and Information Governance
-
Maintain strict confidentiality of all patient and practice information at all times.
-
Adhere to data protection and information governance policies and procedures.
-
Handle all information securely and in accordance with GDPR requirements.
Health and Safety
-
Comply with practice health and safety policies and report any potential risks or incidents.
-
Assist in maintaining a clean, safe, and tidy reception and waiting area.
-
Follow infection prevention and control guidelines.
Training and DevelopmentOther Responsibilities
Person Specification
Experience
Essential
- Friendly, approachable, and patient-focused
- Reliable and punctual
- Flexible approach to working hours and practice needs
- Team player with a positive attitude
- Ability to work independently and use initiative
- Willingness to learn and adapt to change
- Able to work 22.5 hours per week across three days
- Must be available to work Monday and Friday each week (third day variable according to practice needs)
- Commitment to maintaining patient confidentiality at all times
- Willingness to provide additional cover for colleagues during absences when possible
- Ability to maintain professionalism and empathy when dealing with patients
Desirable
- Experience of working in a busy office, reception, or customer service environment
- Experience using computers and administrative systems
- Experience dealing with the public face-to-face and over the telephone
- Previous experience working in a GP practice or healthcare setting
- Experience using EMIS Web clinical system applications
- Previous experience working in a GP practice or healthcare setting
- Knowledge of primary care processes and services
- Awareness of QOF, IIF, and NHS targets
- Knowledge of local healthcare and community services
Person Specification
Experience
Essential
- Friendly, approachable, and patient-focused
- Reliable and punctual
- Flexible approach to working hours and practice needs
- Team player with a positive attitude
- Ability to work independently and use initiative
- Willingness to learn and adapt to change
- Able to work 22.5 hours per week across three days
- Must be available to work Monday and Friday each week (third day variable according to practice needs)
- Commitment to maintaining patient confidentiality at all times
- Willingness to provide additional cover for colleagues during absences when possible
- Ability to maintain professionalism and empathy when dealing with patients
Desirable
- Experience of working in a busy office, reception, or customer service environment
- Experience using computers and administrative systems
- Experience dealing with the public face-to-face and over the telephone
- Previous experience working in a GP practice or healthcare setting
- Experience using EMIS Web clinical system applications
- Previous experience working in a GP practice or healthcare setting
- Knowledge of primary care processes and services
- Awareness of QOF, IIF, and NHS targets
- Knowledge of local healthcare and community services
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.