Receptionist - The Mumbles Medical Practice in Kiveton Park

We are looking for a receptionist to cover a full‑time maternity leave from July to November 2026. The role could potentially lead to a permanent post. Candidates must be computer literate; knowledge of EMIS clinical system is beneficial but training will be provided. Good telephone manner is essential; prior experience in a surgery or NHS environment is advantageous.

Duties include:

• Answering the telephone
• Reception desk duties
• Booking appointments
• Patient follow‑up for test results
• Processing incoming correspondence

Mumbles Medical Practice serves a patient population of 7,700 patients. The current practice team consists of 5 partners, an Advanced Nurse Practitioner and 3 part‑time nurses who are supported by the admin team.

Responsibilities:

• Maintain and monitor the practice appointment system.
• Process personal, telephone, and e‑requests for appointments.
• Answer incoming phone calls, transfer calls, or deal with callers' requests appropriately.
• Initiate contact with and respond to requests from patients, team members, and external agencies.
• Data entry of new and temporary registrations and relevant patient information as required.
• Manage all queries in an efficient manner.
• Monitor and maintain the reception area and notice boards.
• Provide general administrative support such as scanning, copying, and supporting the clinical team.
• Provide administrative support to members of the primary health care team in Workflow Manager and Docman.
• Project a positive and friendly image to patients and other visitors, either in person or via the telephone.
• Manage appointment system and ensure total familiarity with appointment systems including regular and incidental variations.
• Book appointments and recalls, ensuring sufficient information is recorded and monitored flow of patients into the waiting room.
• Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice.
• Deal with all general enquiries, explain procedures and make new and follow up appointments.
• Use judgement and communication skills to ensure that patients with no prior appointment who need urgent consultation are seen in a logical and non‑disruptive manner.
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensuring procedures are completed.
• Receive and make telephone calls as required.
• Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Enter requests for home visits onto the triage screen, ensuring careful recording of all relevant details and referring to the duty doctor where necessary.
• Advise patients of relevant charges for private (non‑General Medical Services) services, accept payment and issue receipts.
• Enter patient information onto the computer as required.
• Undertake any other additional duties appropriate to the post as requested by the partners or the practice manager.
• Assist in promoting and maintaining health & safety as defined in the practice policies.
• Support equality, diversity, and rights of patients, carers and colleagues.
• Participate in training and development programmes.
• Strive to maintain quality within the practice and contribute to service implementation.
• Communicate effectively with team members, patients and carers.

Confidentiality:

In the course of seeking treatment, patients entrust us with sensitive information in relation to their health and other matters. All such information is to be regarded as strictly confidential.

Health & Safety:

• Using personal security systems within the workplace according to practice guidelines.
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
• Actively reporting health and safety hazards and infection hazards immediately when recognised.
• Keeping own work areas and general / patient areas generally clean.

Equality and Diversity:

• Acting in a way that recognises the importance of peoples rights.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.

Training and Development:

• Participation in an annual individual performance review.
• Taking responsibility for one’s own development, learning and performance.

Quality:

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions.
• Contribute to the effectiveness of the team by reflecting on own and team activities.

Communication:

• Communicate effectively with other team members.
• Recognise peoples needs for alternative methods of communication and respond accordingly.

Contribution to Service Implementation:

• Apply practice policies, standards and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.
• Participate in audit where appropriate.

Person Specification / Qualifications:

• GCSE level A–C achieved or equivalent.
• Good standard of qualifications required.

Additional Criteria:

• Strong communication and interpersonal skills both written and verbal.
• Ability to remain calm under pressure and work in a fast‑paced environment.
• Competent IT skills, including use of MS Office and patient record systems.
• Empathy, discretion, and a patient focused approach.
• Ability to work both independently and as part of a team.
• Experience working in a healthcare or customer service setting.
• Knowledge of local health, care, and voluntary services.
• Experience using VISION or EMIS clinical system.

Experience:

• Excellent customer service skills with a courteous and friendly demeanour.
• Excellent IT skills and solid knowledge of Microsoft Outlook experience.
• Previous experience in a healthcare or customer service setting is desirable.