About this role
Job summary
Are you looking for a rewarding role where you can make a real difference to people's lives every day?
As the first point of contact for patients, our reception team plays a vital role in ensuring that every patient receives a positive experience when accessing healthcare. This is a varied and challenging position that would suit someone who is:
- Friendly, professional, and approachable
- Empathetic and understanding when dealing with patients
- Calm and resilient in a busy environment
- A confident problem solver
- Organised and able to prioritise tasks effectively
- Reliable, motivated, and committed to delivering excellent customer service
- A team player with a positive outlook
Previous reception or customer service experience is desirable, and experience within a healthcare setting would be an advantage, although full training will be provided for the right candidate.
In return, we offer the opportunity to work within a close-knit, supportive team where your contribution is valued and where you can make a genuine difference to the health and wellbeing of our patients.
If you would like to join a practice that takes pride in caring for both its patients and staff, we would love to hear from you.
Main duties of the job
- Greeting patients and visitors in a professional, friendly and helpful manner.
- Answering telephone calls and responding to patient enquiries.
- Booking, amending and cancelling appointments.
- Signposting patients to the most appropriate service or healthcare professional.
- Processing prescription requests in line with practice procedures.
- Managing incoming and outgoing correspondence, including emails, letters and clinical documents.
- Registering new patients and maintaining accurate patient records.
- Scanning, coding and filing patient information using clinical computer systems.
- Liaising with GPs, nurses, hospitals and other healthcare providers.
- Supporting the smooth day-to-day running of the practice.
- Maintaining patient confidentiality and complying with information governance requirements.
- Undertaking other administrative tasks as required by the practice.
About us
We are a small, friendly family GP surgery located near Huddersfield town centre and are seeking a Medical Receptionist to join our team. This vacancy has arisen as a valued member of staff is relocating, creating an opportunity for a motivated and reliable individual to become part of our practice family.
We are proud to be a low-turnover practice, with four members of our team having worked with us for over 20 years. We believe this reflects the supportive, respectful, and welcoming environment we have created for both staff and patients.
We are consistently rated as in the top 3 practices in Huddersfield by the National Patient Survey and pride ourselves on the excellent service our team work hard to provide to our patients.
Job description
Job responsibilities
General Reception Duties
A1. To work at the Reception Desk, greeting patients on arrival in a polite, welcoming manner.
A2. To handle patient request for appointments and medication in a helpful, efficient way.
A3. To answer the telephone promptly with a suitable greeting.
A4. To deal with difficult, demanding patients on the phone in an appropriate manner and record telephone calls as appropriate when issues arise.
A5. To ensure all messages are dealt with efficiently and appropriately making sure a contact telephone number is taken and then passed on to the relevant person(s) in an efficient and timely manner.
A6. To ensure phone calls are transferred appropriately and efficiently to relevant members of staff ensuring that clinicians are free before doing so.
A7. To ensuring requests from other parties (solicitors, other NHS agencies etc) are carried out within the confidentiality guidelines of the Data Protection Act (Information Governance Training will be given appropriately) and accurate records are kept of such communications as necessary.
A8. To ensure online consultations requests are responded to and processed in a timely fashion
A9. To advise patients of relevant charges for non-NHS and private services, accept payment and issue receipts for the same.
A10. To inform the Practice Manager if a patient raises a concern or complaint with written details of the incident.
A11. To complete patients request for repeat prescription items accurately and send through to the GP to sign.
A12. To ensure that any items requested from the patient or patients carer that are not on the repeated items screen must requested from the Pharmacist Group detailing items requested and why they are requesting medication.
A13. To deal with requests from the clinicians for patient contact or recall in an efficient timely manner.
A14. To take requests from members of the public wishing to become patients issuing the appropriate information and application form and advising them of the new patient application process adopted here.
A15. To ensure that all temporary patients and requests for immediate necessary treatment complete the required forms and are registered onto the system before their appointment.
A16. To ensure that all New Baby registrations requests have the relevant forms completed and registered onto the system in a timely fashion.
A17. To take responsibility that the signed prescription box is not accessible to the general public if ever the reception desk is left unmanned.
A18. To ensure that any paper prescriptions are only collected by patients, authorised family members or pharmacies.
A19. To take responsibility for all patient samples handed over the reception desk, ensuring that they have the patients details and that they are correct and are passed on to the appropriate nurse or entered into the colour coded plastic bags ready to be taken to the path labs at HRI.
A20. To receive internal and external mail and deal with it appropriately, distributed to relevant trays or scanning onto the system and forwarded electronically. No items marked Private and Confidential should be opened by anyone but the intended recipient or their delegate ie, the Practice Manager will open this for the for GP when he is on leave.
A21. All incoming post must be dealt with in an efficient and timely manner.
A22. To input data as directed by GP, accurately and in a timely fashion onto the patients electronic record, relevant to shift worked.
A23. To ensure relevant information is passed on as required for the next shift.
Shared duties
These duties are performed by the receptionists as a team and therefore you should be able to take the initiative and perform these duties as and when required.
B1. Depending on rota, to open up the surgery premises at the start of day, resetting alarm and make all necessary preparations to receive patients.
B2. Depending on rota, secure the surgery premises at end of day, ensuring all fires/heaters are switched off, all doors and windows are closed & locked, surgery is totally secured, internal lights off and alarm activated.
B3. To ensure external mail is posted or taken to the post office in a timely fashion.
B4. To partake in the performing of processing referral letters/medical reports/supporting letters.
B5. To partake in photocopying relevant to office duties (Solicitors requests from patient files, X-ray forms and any other forms required as hand outs).
B6. To ensure that the appropriate details are taken and noted accurately on the visit screen when a home visit is requested. A brief summary printout and blank prescription should also be attached and placed in the visit box in a timely manner.
B7. To ensure reception and waiting areas are kept neat, tidy and safe.
B8. To ensure that, after use, the patient notes are accurately filed in the correct filing system, ie alphabetical order Surname, First Name.
B9. To ensure all paper waste which may contain confidential information, no longer needed, relating to the surgery or a patient is put in the shredding bins as a means of disposal.
B10. To take responsibility/sign for any items deliver to the practice, ensuring that they are passed onto the intended recipient or placed in the intended area, i.e. fridge immediately.
B11.
B12. To act as a chaperone when requested by a clinician for an examination and ensure a record is made of your presence on the patients record.
B13. Review and process incoming emails and voicemails received in the generic email inbox.
Miscellaneous
C1. To be prepared to offer assistance as and when necessary due to staff shortages or to an increased workload.
C2. To make every effort to attend practice meetings and training arranged by the practice even if this is outside the normal hours of work. Appropriate notice will be given and time in lieu awarded.
C3. To ensure an active part is taken with the general duties of maintaining running a smooth office environment.
C4. To be proactive in seeking to acquire new skills which will be to the benefit of the Practice and the role employed by the practice, such as any training courses, reading etc.
C5. To follow any guidance given and adhere to the Practice Protocols written by the Doctor, Nurse and Practice Manager.
C6. To take responsibility at all times for the health and safety of oneself, fellow employees and patients.
C7. To be aware and comply with the practices Health & Safety Policies
C8. To be aware of fire procedures, how to raise the alarm, fire fighting equipment and its use, the fire evacuation procedure and your responsibilities in an emergency situation to both patients and fellow staff members.
C9. To be aware of the Practice First Aid procedures and ensure the accident book is appropriately completed as necessary.
C10. To be aware of the constraints of confidentiality and in particular the Data Protection Act 2018 and its relevance to you both in, and outside of work.
C11. To be aware of the Good Practice Guidelines for General Practice Electronic Records and the information contained relevant to your role.
C12. To be aware of the contents of the Practice IT policies and Procedures File comply with their direction regarding the use of IT within the practice.
C13. To be aware of the contents of the Practice HR policies and comply with their direction.
C14. To always act within the best interest of the practice, patients and employees.
C15. To support the GPs, Practice Nurses, Practice Manager and all fellow employees at all times.
C16. To ensure that any other (appropriate) tasks are performed as requested by the Doctor or Practice Manager taking capacity and training into consideration.
Person Specification
Personal Attributes
Essential
- Friendly, approachable and professional manner.
- Reliable, punctual and trustworthy.
- Compassionate and patient-focused approach.
- Positive attitude and willingness to learn.
- Flexible and adaptable to the needs of the practice.
- Resilient and able to work under pressure.
- Commitment to providing excellent customer service.
- Strong work ethic and willingness to support colleagues.
Desirable
- Demonstrates empathy and understanding towards patients who may be distressed, anxious, or vulnerable.
- Shows enthusiasm for contributing to a positive patient experience and supporting the wider practice team.
Qualifications
Essential
- Good standard of general education, including GCSEs or equivalent in English and Mathematics.
- Previous experience in a customer service, reception, administration, or public-facing role.
- Experience of working in a busy environment and managing competing demands.
- Competent IT skills, including Microsoft Office applications and email.
- Excellent verbal and written communication skills.
Desirable
- Previous experience working in a GP practice, NHS setting, or healthcare environment.
- Experience using clinical systems such as SystmOne.
- Knowledge of NHS services and primary care.
- Experience handling confidential patient information.
Experience
Essential
- Excellent verbal and written communication skills.
- Ability to communicate effectively and empathetically with patients from a wide range of backgrounds.
- Strong organisational skills and attention to detail.
- Ability to remain calm, professional and courteous when dealing with difficult or sensitive situations.
- Good problem-solving skills and the ability to use initiative.
- Ability to maintain confidentiality and handle sensitive information appropriately.
- Accurate data entry and record-keeping skills.
- Ability to work effectively both independently and as part of a team.
Desirable
- Additional language skills matching patient demographics of the area.
- Understanding of patient confidentiality and data protection requirements.
- Knowledge of appointment booking, prescription processes, and healthcare administrative procedures.
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
Rose Medical Practice
Address
Rose Medical Practice
140 Fitzwilliam Street
Huddersfield
HD1 5PU
United Kingdom
Employer's website
https://www.rosemedicalpracticehuddersfield.nhs.uk/ (Opens in a new tab)