About this role
Job summary
Let's be honest reception roles don't always get the credit they deserve. But in general practice, they're at the centre of everything.
We're looking for a part-time Receptionist (18 hours per week) to join our welcoming and well-organised team at Wem and Prees Medical Practice. Working Mondays and Tuesdays between 8:00am and 6:00pm (with occasional 6:30pm finishes on a rota), you'll be a key part of keeping the practice running smoothly day to day.
This is a role where no two days are the same. You'll be the first point of contact for our patients handling calls, supporting them through our online triage system and helping them access the right care at the right time.
It's a busy and varied role, so you'll need to be organised, calm under pressure and confident using computer systems. Previous NHS or EMIS experience is helpful, but not essential as full training will be provided.
You'll be joining a supportive team who work closely with clinicians to deliver a caring, efficient service to our local community.
Don't take our word for it come and see us.
If you'd like to know more or arrange an informal chat, please contact Gemma Yapp, Operations Manager, at [email protected].
Main duties of the job
You'll be right at the centre of the practice, helping keep everything running smoothly and making sure patients feel supported from the moment they get in touch.
A big part of the role is talking to patients whether that's on the phone or at the front desk helping them with queries, guiding them through our online triage system and making sure they're directed to the right clinician or service. Its about listening, understanding and making things as straightforward as possible.
You'll also support with appointment booking and general enquiries, as well as handling repeat prescription requests and dealing with any related queries. No two calls are the same, which keeps things interesting.
Strong customer service skills are essential, along with the ability to stay calm, organised and friendly, even when things get busy. You won't be doing it alone though there's always someone to ask, and the team works closely together to support each other throughout the day.
About us
We're a well-established, community-focused practice based across two sites in Wem and Prees, caring for around 12,000 patients. We're proud of the service we provide locally and the relationships we've built with our patients over time.
We're also a training practice, which means teamwork, support and learning are part of everyday life here. You'll be joining a reception team that works closely together, supports one another and plays a key role in keeping the practice running smoothly. Full training will be provided, so you'll feel confident in navigating patients to the right care.
It's not all work, though. We make time to come together as a team, whether that's practice get-togethers, team nights out or supporting local community events. It's important to us that people feel part of something, not just turning up for a shift.
You'll find a team that is approachable, organised and always willing to help whether that's answering a question, sharing the workload or having a quick chat when you need it.
If you're looking for a role where you feel supported, valued and part of a team that genuinely works well together, you'll fit right in.
Job description Job responsibilities
Job Summary
To provide a professional, efficient and welcoming reception service, supporting patients to access the most appropriate care in a timely and effective manner.
The post holder will act as the first point of contact for patients, delivering a positive and helpful experience both face-to-face and via telephone.
Key Responsibilities
Reception & Patient Contact
Provide an effective and efficient reception service to patients and visitorsRespond to general enquiries, explain procedures and book appointmentsSupport patients in accessing appropriate services through care navigationManage patients presenting without appointments, ensuring urgent cases are prioritised appropriatelyTelephony
Receive and make telephone calls as requiredDivert calls, take accurate messages and ensure timely follow-upAppointments & Administration
Book, amend and cancel appointments in line with practice proceduresEnter requests for home visitsRegister new patients and process relevant documentationInput and update patient information on the clinical systemPrescriptions
Process repeat prescription requests via electronic prescribingRespond to prescription queries and liaise with clinical staff as requiredGeneral Duties
Ensure punctual attendance, with readiness to open the premises and be prepared to receive patients promptly at the start of the working dayPrepare documentation and support clinics where requiredAdvise patients of fees for private services, process payments and issue receiptsOpen and close the premises as required, ensuring security procedures are followedMaintain a clean, organised and professional reception areaUndertake any other reasonable duties as requested by the Practice Manager or PartnersConfidentiality
The post holder will maintain strict confidentiality at all times. All information relating to patients, staff and the practice must be treated as confidential and handled in line with GDPR and practice policies.
Health & Safety
The post holder will:
Follow practice Health & Safety proceduresIdentify and manage risks within the working environmentMaintain a safe, tidy and hazard-free workspaceReport any concerns or incidents appropriatelyEquality and Diversity
The post holder will support equality, diversity and inclusion by:
Treating all patients, carers and colleagues with dignity and respectActing in a non-judgemental and inclusive mannerAdhering to relevant legislation and practice policiesTraining & Development
Participate in training and development as requiredMaintain and update knowledge and skillsEngage in annual appraisal and performance reviewQuality & Team Working
Contribute to the effectiveness of the teamReflect on performance and suggest improvementsWork collaboratively with colleagues and external agenciesManage workload effectively and responsiblyCommunication
Communicate clearly and effectively with patients and colleaguesAdapt communication to meet individual needsPromote a positive and professional image of the practiceService Development
Follow practice policies, procedures and guidanceSupport the implementation of new systems and ways of workingParticipate in audit and improvement activities where appropriate
Person Specification
Qualifications Essential
Good standard of general education GCSE (or equivalent) in English and Mathematics (Grade C/4 or above)
Desirable
NVQ Level 2 or equivalent in Business Administration, Customer Service or similar
Experience Essential
Experience Experience of working with the general public Experience of delivering good customer service Skills & Knowledge Excellent communication skills (both face-to-face and telephone) Good IT skills and confidence using computer systems Ability to prioritise workload and remain organised in a busy environment Ability to handle sensitive information with confidentiality Understanding of the importance of patient care and service delivery Personal Attributes Friendly, approachable and professional manner Calm under pressure with the ability to manage a busy workload Reliable, punctual and able to work to set times (including opening the practice) Team player with a supportive and flexible approach Willingness to learn and undertake training
Desirable
Previous reception or administrative experience Experience of working in a healthcare or General Practice setting Experience using clinical systems (e.g. EMIS Web) Skills & Knowledge Understanding of care navigation or triage systems Knowledge of NHS services and how patients access care
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 Wem and Prees Medical Practice
Address New Street
Wem
Shrewsbury
SY4 5AF
United Kingdom
Employer's website https://www.wemandpreeshealth.co.uk (Opens in a new tab)