Medical Receptionist

To act as the first point of contact for patients, visitors, and healthcare professionals contacting Albion Street Group Practice. The post holder will provide a professional, compassionate, and efficient reception and administrative support service, ensuring the smooth operational running of the practice and high standards of patient care. Welcome patients and visitors to the practice warmly, efficiently, and professionally. Answer incoming telephone calls, handling enquiries, scheduling appointments, and routing calls Manage patient requests for repeat prescriptions, test results, and general practice information in accordance with practice protocols. Utilise the practice clinical system EMIS Web to book, reschedule, and cancel appointments for GPs, nurses, and allied healthcare professionals. Manage signposting and care navigation to direct patients to the most suitable service or clinician (e.g., GP, practice nurse, pharmacist, or local community services). Monitor e-consultations and online booking requests, Process incoming and outgoing medical correspondence, scan clinical documents into patient records, and workflow tasks to appropriate team members. Process repeat prescription requests accurately and liaise with local pharmacies when necessary. Register new patients, update demographic details, and process temporary patient registrations. Support doctors and nursing staff with daily administrative tasks Ensure the reception area, waiting room, and desk environments remain tidy, safe, and stocked with relevant patient information leaflets. Assist with opening and securing the practice premises according to standard operating procedures. Participate in staff meetings, training sessions, and annual appraisals. Comply with CQC Policies

KEY DUTIES AND RESPONSIBILITIES

1. Reception & Patient Navigation Welcome patients and visitors to the surgery in a warm, empathetic, and professional manner. Direct patients appropriately to clinicians, services, or allied healthcare professionals using practice care navigation guidelines. Respond promptly and efficiently to incoming telephone enquiries, routine requests, and emergencies following practice protocols. Handle patient enquiries regarding test results, repeat prescriptions, and general service pathways with tact and sensitivity.
2. Clinical Systems & Administration (EMIS Web) Use the EMIS Web clinical system to schedule, reschedule, and cancel patient appointments for GPs, nurses, and allied health staff. Process repeat prescription requests accurately and liaise with local community pharmacies as necessary. Register new patients, verify ID documents, and process temporary patient registrations in compliance with NHS guidelines. Monitor online triage requests, digital consultations, and practice messaging channels.
3. Document Management & Workflow Scan, code, and attach incoming clinical correspondence, hospital discharge summaries, and pathology lab results to patient electronic records. Action tasks and messages assigned by GPs, nurses, and administrative management in a timely manner. Maintain strict adherence to NHS Information Governance, GDPR, and patient confidentiality policies at all times.
4. Health, Safety & Practice Operations Maintain a clean, tidy, and welcoming reception and waiting room environment. Assist in opening and securing the practice building in line with daily security procedures. Follow infection prevention and control guidelines, safeguarding procedures (for children and vulnerable adults), and practice health and safety standards. Participate in practice team meetings, annual appraisals, and mandatory NHS training modules.

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