Medical Receptionist in Newcastle upon Tyne

We currently have a vacancy for a Full Time Medical Receptionist to join our busy and friendly healthcare team. This is a front desk/office role, so professionalism, reliability, and good communication are essential.

Main duties of the job:

• Answering the telephone, booking appointments and conveying messages
• Managing requests for repeat prescriptions and liaising with pharmacy when appropriate
• Managing, maintaining and distributing the mail, emails and other incoming communications
• Ensuring that patients receive reliable information and sound advice drawing on GPs/other staff as appropriate
• Ensuring that all incoming calls are received in a timely manner whilst ensuring appropriate attention is given to every patient
• Recording appropriate notes on patient records in accordance with practice protocols and good record keeping guidance
• Ensuring the procedure for opening and closing the Surgery is carried out, including making sure security is given priority
• Actively participating in staff and other meetings
• Provide support in carrying out administrative tasks

About us:

At Dilston, we are proud to have a dedicated, compassionate, respectful and highly skilled multidisciplinary team. Our core team includes:

• General Practitioners (GPs): Delivering high-quality, patient-centred care across all age groups.
• Practice Nurses & Advanced Nurse Practitioner: Providing preventative care, chronic disease management, and essential clinical support.
• Healthcare Assistants (HCAs): Supporting both clinical and administrative functions to ensure smooth day-to-day operations.
• Reception & Admin Team: The friendly faces and voices who manage patient bookings, records, and ensure the practice runs efficiently.

All staff work together. They are hard working, friendly and support each other to get through the daily workload. Each member contributes their unique skills, and there is mutual respect and trust among them all. Communication is open and honest, and everyone feels heard.

Our current list size is approx 9,000+ patients. We use System One clinical system. We aim to provide the best possible patient care to our patients in a safe and welcoming environment.

Main Responsibilities:

• Act as the first point of contact for patients and visitors, providing a professional, welcoming, and efficient reception service
• Handle general enquiries, explain practice procedures, and book routine, follow-up, and urgent appointments using appropriate judgement
• Support patients requiring urgent attention without an appointment in a safe, logical, and non-disruptive manner
• Record requests for home visits accurately on the clinical system
• Process repeat prescription requests, ensuring completion within agreed timescales
• Answer and make telephone calls promptly and professionally
• Take accurate messages and ensure they are passed to the appropriate person in a timely manner
• Work in accordance with all practice policies, procedures, and protocols
• Maintain accurate patient records, including updates to personal details
• Process documentation such as reports, hospital letters, forms, and patient information leaflets
• Open and close the practice building when required, following security and alarm procedures
• Maintain building security during opening hours and report any concerns appropriately
• Provide cover for colleagues during busy periods, sickness, or annual leave
• Undertake any reasonable additional duties to support the smooth running of the practice
• Maintain strict confidentiality of patient, staff, and practice information at all times in line with GDPR and practice policies
• Promote and maintain a safe working environment, following infection control, health & safety, and security procedures
• Treat all patients, colleagues, and visitors with dignity, respect, and fairness, supporting equality and diversity
• Participate in statutory and practice-led training, appraisals, and development activities
• Work effectively as part of the wider practice team
• Communicate clearly with patients, carers, and colleagues
• Contribute to service improvement and practice meetings where appropriate

Person Specification:

Experience:

• Practical experience of working with others
• Experience of working within a General Practice Reception environment
• Experience of using own initiative
• Experience of customer service
• Practical experience of computerised recording systems System One

Qualifications:

• Good standard of education
• Good standard of Mathematics
• Good standard of English or equivalent

Knowledge and skills:

• Good communication skills (Written and Oral)
• IT and Keyboard skills
• The ability to follow procedures and work to deadlines
• Ability to handle situations of potential conflict
• Interpersonal skills
• Problem solving
• An understanding of general practice reception environment

Behaviours:

• Planning and organising
• Performing under pressure
• Adaptability to change
• Self motivated
• Flexibility
• Confidentiality
• Awareness of potential conflicts of interest

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.