Merstow Green Medical Practice


This job is now closed

Job summary

We are Merstow Green Medical Practice a friendly NHS GP Practice located in the centre of Evesham. We require an additional member of our Phone Room Administration Team.


We are looking for an enthusiastic and confident team player who is keen to assist and care navigate patients to the appropriate service, promote these services. Have excellent communication skills and support our clinical staff with any help or assistance that they may require.

Main duties of the job

To work within a busy phone room dealing with daily enquiries from patients and NHS staff in a courteous and confident manner following practice policy. Along side this important part of the role you will be assigned various administration duties. Experience of working in a GP Practice not necessary but the successful candidate would need to be a quick learner, hard working and be able to work to very high standards to enable us to deliver the best patient care and the highest quality of service possible.

About us

We are situated in the centre of Evesham and our practice area extends over a wide range of nearby villages.

We have a full compliment of clinical and administrative staff and are part of the Vale PCN.

Please view our website for further details.

Closing date is 02.11.2021 (subject to change dependant on the right applicant)

Job description

Job responsibilities




HOURS: PART TIME- 30 hours per week

Job Summary:

Support and provide the clinical staff with any help or assistance that they may require.

Be competent in all administration/telephone duties, Assist and care navigate patients to the appropriate service, promote these services. Have excellent communication skills and be able to work on own initiative and within a team. Liaise with all the GPs and the assigned Duty Doctor.

Project a confidential, professional, courteous, positive and friendly service to patients and visitors at all times either in person, via the telephone or letter. Provide first point of contact to resolve patient dispute. Adhere to and be confident in all practice procedure and protocols and work in accordance to all written practice protocols.

Reporting to and assisting the Office Manager

Job Responsibilities:

Telephone/Appointment Duties

  • Prioritising incoming calls above non-urgent tasks in accordance to practice policy.
  • Process requests by the patient and clinicians
  • To be able to triage all phone calls professionally, courteously and appropriately
  • Process Home Visit requests, liaising with the Duty GP, printing visit sheets and Maps
  • Deal with all patient queries from the onset to outcome
  • Be able to cover all reception positions as necessary and adhere to protocols in place within the reception team
  • Contact patients via telephone or letter as and when required
  • Thorough knowledge of the operation of the telephone system (out of Hours/answer phone system options)


  • To work within a team in accordance with practice policy. Managing any task/workflow allocated to you or your team
  • To facilitate the booking Appointments and Clinics.
  • Have thorough knowledge of the CQC toolkit and continually review updated documents and keep up to date with e-learning modules.
  • Shredding confidential information and bagging for monthly collection
  • Have a thorough understanding of SARs/Insurance Reporting process and iGPR system
  • Computerisation of all reports and managing follow up actions
  • Provide the first point of contact to resolve patient dispute in accordance to practice policy
  • Have a thorough knowledge of the significant event and complaints process
  • Inform patients of their test results and action accordingly
  • Liaise with Doctors/Nurses regarding GP Meetings and any other events
  • Sort process and distribute external and internal post/emails
  • Arrange meetings and maintain diary
  • Filing. Pulling of notes. Housekeeping of notes room
  • Have a working knowledge of the e-referral system process two week wait referrals
  • Training of new phone room admin team members in accordance with practice policy
  • Cover your team members annual leave/sickness as and when required
  • Report to Office Manager any adverse administration issues

Person Specification

Knowledge and Skills


  • Basic IT Skills essential


  • Previous customer service experience desirable.
  • To be confidential, professional, courteous, positive, enthusiastic and friendly.

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

Merstow Green Medical Practice


Abbey Lane



WR11 4BS

Employer's website (Opens in a new tab)

For help with your application, contact:

Alison Grove


Date posted

13 October 2021

Pay scheme



£17,142.84 a year pro rata



Working pattern


Reference number


Job locations

Abbey Lane



WR11 4BS

If there's technical issues with the website, contact:



0300 330 1013

Outside UK:

+44 300 330 1013

Opening times:

Monday to Friday: 8am to 6pm

Saturday: 9am to 3pm

Closed Bank Holidays including Easter Sunday, Christmas Day, Boxing Day and New Year's Day.