Medical Receptionist @ Sullivan Way Surgery

Job summary

Sullivan Way Surgery is looking to recruit an experienced, enthusiastic and reliable Medical Receptionist to join our busy GP practice in Wigan. We are seeking someone with previous GP practice reception experience who understands the demands of primary care and can provide a professional, efficient and compassionate service to our patients. The successful candidate will be confident using EMIS Web and Docman, able to work independently, manage competing priorities and remain calm and professional in a busy environment. They will understand the importance of confidentiality, accuracy, teamwork and delivering excellent patient care.

This is an opportunity to join a dedicated practice team where the reception service plays a vital role in ensuring the smooth day-to-day running of the surgery.

Main duties of the job

Main duties will include

• Welcoming patients and visitors and dealing with enquiries in a friendly, professional and confidential manner.
• Answering telephone calls, managing patient queries and directing enquiries appropriately.
• Booking, amending and cancelling appointments in accordance with practice procedures.
• Using EMIS Web confidently to access and update patient records accurately.
• Using Docman to manage incoming clinical correspondence and related administrative tasks.
• Processing patient requests, messages, prescriptions and documents in line with practice protocols.
• Supporting the GP-led appointment navigation process and ensuring patient requests are recorded accurately.
• Maintaining accurate patient information, including demographic details and relevant administrative coding.
• Recognising urgent or potentially concerning requests and escalating them appropriately to the clinical team.
• Supporting the wider administrative team with referrals, scanning, workflow management and other general practice duties.
• Maintaining strict patient confidentiality and complying with information governance, safeguarding and data protection requirements.

The role requires flexibility, excellent organisational skills and the ability to prioritise workload while maintaining a high standard of patient service.

About us

Sullivan Way Surgery is a GP practice based in Wigan located close by to the town centre, providing NHS primary care services to our registered patient population.

Our practice is committed to delivering safe, effective and accessible healthcare, ensuring patients are treated with dignity, respect and compassion.

Our multidisciplinary team works collaboratively to meet the needs of our local community and provide a high standard of patient care. Our reception and administrative teams are essential to this work, helping patients access the appropriate services and supporting clinicians in delivering effective care.

We are looking for a motivated and experienced individual who shares our commitment to professionalism, teamwork and excellent patient service.

Job description

Job responsibilities

Sullivan Way Surgery is seeking an experienced Medical Receptionist to join our busy GP practice in Wigan.

The postholder will provide a professional, efficient and welcoming reception and administrative service to patients, clinicians and colleagues, supporting the smooth day-to-day running of the practice.

Key Responsibilities

• Act as the first point of contact for patients, dealing with telephone and face-to-face enquiries professionally and sensitively.
• Book and manage appointments in line with practice procedures and the GP-led appointment navigation process.
• Use EMIS Web and Docman confidently to access patient records, process correspondence and complete administrative tasks.
• Record patient requests and messages accurately and ensure these are directed to the appropriate person.
• Support referrals, prescription-related enquiries, scanning, workflow management and general administrative duties.
• Maintain accurate patient records and uphold strict confidentiality and information governance requirements.
• Recognise urgent concerns and escalate appropriately to the clinical team.
• Work effectively as part of the wider practice team, managing competing priorities and supporting colleagues when required.
• Comply with practice policies, safeguarding procedures, health and safety requirements and mandatory training.

Person Specification

Qualifications

Essential

• Experience dealing with patient enquiries in a busy healthcare environment.
• Skills and Knowledge
• Excellent communication and customer service skills.
• Good IT skills and accurate data entry.
• Understanding of patient confidentiality and data protection.
• Ability to organise and prioritise workload effectively.
• Ability to deal with challenging situations calmly and professionally.
• Ability to recognise when enquiries require escalation to a clinician or senior colleague.
• Professional, approachable and compassionate.
• Reliable, punctual and flexible.
• Able to work independently and as part of a team.
• Good attention to detail and a proactive approach to work.
• Committed to providing a high standard of patient care.
• Ability to work 37.5 hours per week, Monday to Friday, on a rota between 8:00am and 6:30pm.
• Willingness to undertake mandatory training and comply with practice policies and procedures.

Desirable

• Previous experience working as a receptionist in a GP practice.
• Experience using Docman or a similar clinical document management system.
• Knowledge of GP practice appointment systems and patient navigation processes.
• Experience with referrals, prescription-related administration and clinical correspondence.
• Knowledge of safeguarding and information governance within primary care.
• Experience supporting patient recalls, searches and text messaging campaigns.

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

Sullivan Way Surgery

Address

Sullivan Way

Wigan

WN1 3TB

United Kingdom

Employer's website

https://www.sullivanwaysurgery.co.uk/ (Opens in a new tab)