Medical Receptionist in Manchester

We are looking for a friendly, motivated, full‑time Medical Receptionist to join our practice team. You will be the first point of contact for patients, providing a professional, compassionate service both face‑to‑face and over the telephone. Experience of working in a GP surgery or in a customer‑facing role would be preferred, but full training will be provided. The practice is open Monday to Friday from 8.00am until 6.00pm. Applicants must have excellent communication skills and understand that confidentiality of patient information is paramount.

Main duties of the job

• Welcoming patients at reception
• Booking, amending & cancelling appointments
• Dealing with administrative tasks, including practice emails and queries from patients and external services

About us

We are a well-established, friendly practice with over 6000 registered patients. Our team includes 3 GP partners along with other supportive allied health professionals and administrative staff, who strive to offer good quality patient‑centred care.

Job responsibilities

To provide efficient reception and administrative services, to ensure that our practice is represented in a professional, polite and courteous manner.

Key Duties & Responsibilities

• Welcome and receive all patients and visitors to our practice
• Process all requests for appointments (routine and emergency), home visits, telephone consultations, etc. by telephone and face to face
• Ensure careful, professional and accurate recording of all data, appointments, incidents, etc.
• Always ensure priority and strict adherence to our Confidentiality policies
• Welcome new patients that are attending to register with our practice in a polite and professional manner
• Maintain patient flows within the reception area for patients/visitors
• Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery
• Action repeat prescription requests and ensure that they are ready for collection by the patient/pharmacy within 48 hours (2 working days)
• Accept payment and issue receipts for private (non‑NHS) services provided by the clinicians
• Facilitate effective communication and liaison between patients, other members of staff, clinicians, members of the Primary Health Care Team, Secondary Care (hospitals) and other associated external agencies
• Act as a chaperone for clinical examinations if requested and record your role of the examination in the patients medical records, immediately on completion
• Maintain a general overview of the reception area and take appropriate action to manage any deterioration in the appearance of patients/visitors, or any difficult/aggressive patient behaviour; and those whose illness/condition worsens while they wait to be seen
• Willing to work flexibly if/when required (i.e. during annual leave periods, colleague sickness, etc.)
• To have a thorough knowledge of all practice procedures and protocols and know where to access them for reference, adhering to them at all times
• Ensure priority and strict adherence to the Data Protection Act & GDPR legislation
• Maintain and monitor the appointment system
• Process all incoming mail, ensuring that it is stamped on the day of receipt
• Ensure that all incoming patient correspondence is scanned via Docman to the GPs Workflow
• Promptly action information received via the practice generic email regularly during working hours
• File patient records when required
• Regularly action any notes/tasks sent to you by the GPs for the purpose of patient care
• Open the reception desk window at the start of the day promptly (8.00am), and close at 6.00pm
• Make all necessary preparations to receive patients for the time that the reception desk is open
• Ensure that the telephones are switched to and from the Out of Hours service when the surgery/reception desk is closed
• Ensure that the reception area, notice boards and any leaflets/posters are tidy and free from potential hazards, clutter and any obstructions

Personal/Professional Development

• Receptionists will ensure that they participate regularly in all relevant, mandatory and statutory training activities and meetings as arranged by the practice, as part of their employment
• All members of staff will participate in an annual appraisal, including their responsibility to maintain a record of any personal development activity
• Personal development/learning objectives are to be mutually agreed at every appraisal

Equality & Diversity

• The receptionists will support the equality, diversity and human rights of patients, carers and colleagues at all times
• Acting in a way that recognises the importance of individuals rights, and interpreting them in a way that is consistent with practice policies, procedures and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual being non‑judgemental and respecting others circumstances, feelings, priorities and rights

Quality

• The post-holder will strive to maintain quality within our practice by alerting colleagues to any issues of quality and risk
• Assessing own performance and taking accountability for their own actions, either directly or under supervision
• Contributing to the effectiveness of the team, by reflecting on their own and their teams performance
• Working effectively and professionally with other individuals/agencies to meet patients needs
• Effectively managing their own time, workload and responsibilities

Confidentiality

During your employment at our practice, you will have access to confidential information relating to patients and the practice business. You are required to exercise due caution/consideration in the way that such information is used. You must not act in a way which might be prejudicial to individual patients, staff or the interests of the practice. If you are in any doubt regarding the use of such information, you must seek advice from the Practice Manager or a colleague before communicating the information to any third party.

Health & Safety

Employees must be aware of the responsibility placed on them under the Health & Safety at Work Act (1974). All members of staff are expected to maintain a healthy and safe working environment for both staff and visitors to the practice. Employees also have a duty to observe the practices policies and to maintain awareness of safe practices and assessment of hazards and risks.

Person Specification

Qualifications

• Good general level of education (GCSEs or equivalent)
• Confident using IT systems, including email and basic Microsoft Office applications
• Willingness to undertake mandatory training required of role
• NVQ Level 2/3 in Customer Service, Business Administration or equivalent
• Training or experience in medical terminology
• Training or experience in EMIS/other clinical systems

Experience

• Experience in a customer-facing or administrative role
• Handling enquiries in person and by telephone
• Working in a busy environment with competing demands
• Accurate data entry and record‑keeping
• Previous experience of working in a GP practice, NHS, or healthcare setting
• Experience using clinical IT systems
• Experience managing confidential or sensitive information
• Experience working as part of a multi‑disciplinary team

Personal Qualities

• Friendly, approachable, and patient‑focused
• Reliable, punctual, and committed to high standards of service
• Flexible and adaptable to changing demands
• Team‑oriented with a positive attitude
• Respectful, inclusive, and aligned with NHS values
• Proactive in identifying improvements to processes or patient experience
• Confidence in supporting colleagues and contributing to a positive team culture

Knowledge and skills

• Excellent communication skills, both verbal and written
• Strong organisational skills and attention to detail
• Ability to prioritise workload and manage time effectively
• Ability to remain calm, professional, and compassionate under pressure
• Understanding of confidentiality, data protection and patient privacy
• Ability to work accurately while multitasking
• Knowledge of NHS appointment systems and primary care processes
• Understanding of safeguarding principles
• Awareness of local health and social care services for signposting

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 to check for any previous criminal convictions.