Medical Receptionist in Stoke-on-Trent

We are seeking a professional and organised Full Time medical receptionist at Potteries Medical Centre. The position is for 37.5 hours per week over 5 days. This will include some 8am starts and some 6.30pm finishes. During periods of annual leave you may be asked to adjust your hours to help with cover in an afternoon and therefore flexibility is key.

Our ideal candidate would be able to work within a very busy reception team performing all elements of medical reception/admin, such as:

• Answering the incoming calls
• Prescriptions
• Actioning workflow from the GPs and nursing team
• Making appointments
• Chasing results
• Chronic disease recalls
• Referrals
• Typing letters

You should be aware that the answering of telephones is very prominent in this role and you should be able to multi-task in a very busy environment and have an approachable and helpful manner and adhere to confidentiality at all times. Experience of working in General Practice would be an advantage; however, consideration would be given to all candidates with the appropriate administration, reception and particularly telephone experience.

Main duties of the job Responsibilities:

• Greet patients warmly upon arrival and assist them with check‑in procedures.
• Schedule appointments and manage the appointment calendar effectively.
• Handle incoming calls, addressing inquiries, and directing calls to appropriate staff members.
• Maintain accurate patient records and ensure confidentiality in accordance with data protection regulations.
• Process patient registration forms and verify insurance information.
• Assist with billing inquiries and coordinate with the billing department as needed.
• Manage office supplies inventory and place orders when necessary.
• Collaborate with medical staff to ensure seamless patient flow within the clinic.

Qualifications:

• Previous experience in an office or administrative role, preferably within a healthcare setting.
• Strong organisational skills with attention to detail.
• Excellent communication skills, both verbal and written, to interact effectively with patients and colleagues.
• Proficient in using office equipment (e.g., computers, printers) and familiar with medical software systems is advantageous.
• Ability to multitask in a fast‑paced environment while maintaining professionalism.
• A compassionate approach towards patient care and a commitment to providing outstanding service.

About us:

We currently have a team of 8 receptionists/administrators, 2 GP partners, 3 ANPs, 1 Practice Nurse, 1 Nurse Associate and 1 HCA. We provide high quality general practice services to approximately 7400 patients in the Bentilee & Bucknall area. A recent CQC rating is Good which we are striving to maintain and improve further. We are an EMIS Web Practice using Docman 10x and Electronic Prescribing (EPS).

Job responsibilities Purpose of the post:

• To provide comprehensive clerical and administrative support both to the Practice and the Practice Manager and all associated administration within the objectives set out by the GPs.
• Offer general assistance to the practice team and project a positive image to patients and other visitors, either in person or via the telephone.
• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
• Undertake a variety of administrative duties to assist in the smooth running of the practice.
• Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.

Confidentiality:

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.

General Duties:

• Dealing with problems (obtaining and importing information in an efficient manner)
• Processing of incoming and outgoing mail.
• Entering and updating patients demographic information onto EMIS.
• Photocopying of documents and reports.
• Photocopying of medical records when required and raising relevant invoices.
• Liaison with other Doctors, PCT, Hospital Staff and Consultants.
• Scanning and attaching.

Personal Development:

To have responsibility for the health and safety and welfare of others in the working environment, to follow safe working practices and to comply at all times with the Practices Health and Safety Policy. Maintain good working relationships with other members of the practice primary care team and staff from other agencies. To identify own training needs and participate in relevant education training programmes. To attend staff meetings when required. To undertake such duties as may be required from time to time, as are consistent with the responsibilities of the grade and the individuals level of competence.

Quality:

The post-holder will strive to maintain quality within the practice, and will:

• Assess own performance and take accountability for own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
• Work effectively with individuals in other agencies to meet patients needs.
• Effectively manage own time, workload and resources.

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, 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, is non‑judgmental and respects their circumstances, feelings priorities and rights.

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

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

Person Specification Personal and professional attributes:

• Sensitivity in dealing with patients concerns and complaints
• Calm and unflappable
• Organised and able to prioritise workloads, able to use initiative and work without supervision
• Dependable and flexible, ability to work under pressure
• Good verbal and written communication skills
• Team player
• Able to work for the benefit of the team
• Good record of work attendance.
• An understanding of the demands of working in a busy practice

Qualifications:

• Education to GCSE level or equivalent
• Typing ability: RSA 1
• Evidence of Self development AMSPAR

Experience:

• Experience of working with the public and working as part of a team
• Competent in basic office skills filing, IT literate
• Professional telephone manner
• Respect Patient Confidentially
• Experience of working within or related to the National Health Service
• Experience of working within a previous General Practice
• Familiar with EMISWEB clinical system
• Knowledge of Medical Terminology

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.