Medical Receptionist - Reactive Care Team in Woking

Sunny Meed Surgery is a welcoming, patient-focused GP practice operating across three sites in Woking. We are looking for enthusiastic Medical Receptionists to join our growing team. If you are friendly, organised, and passionate about providing excellent patient care, we would love to hear from you. We offer flexibility across a range of morning (8:00 to 13:30) and afternoon (13:30 to 18:30) shifts. The role includes covering staff holidays and sickness when required.

What We’re Looking For

• GCSE English & Maths (AC) or equivalent
• Strong organisational skills
• Good knowledge of Microsoft Office
• Positive, enthusiastic attitude
• Willingness to complete required training
• Previous reception or customer service experience
• Ability to handle difficult situations confidently
• Flexible and able to cover shifts at short notice
• Driving licence (preferred)

We welcome applications from individuals returning after a career break. We provide full training, mentoring, and support to ease your transition back into the workplace. Applicants must be authorised to work in the UK (no sponsorship available). This role is subject to an enhanced DBS check. We may close the vacancy early if a suitable applicant is appointed.

Main Duties of the Job

• Be the first point of contact for patients in person, online, and by phone
• Provide a warm, professional, efficient service to all patients
• Complete online forms on behalf of patients
• Arrange appointments following clinician instructions
• Maintain patient records with full confidentiality
• Support reception and admin duties to keep the practice running smoothly
• Participate in staff meetings, training, and opening/closing duties

About Us

Working at Sunny Meed means joining a supportive, caring practice with a strong team spirit. We pride ourselves not only on excellent patient care but also on creating an enjoyable workplace. Our staff enjoy:

• Fun events such as ice cream and coffee vans
• Pottery evenings, pizza nights, bowling, monthly games night and pub socials
• A virtual walking challenge with other Surrey practices
• An annual Christmas party
• A dedicated Sunny Meed book club
• Our own well-being programme
• Friendly, enthusiastic colleagues and an open-door policy

Job Summary

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Job Responsibilities

Administration

• To have a thorough knowledge of all Practice procedures.
• To work in accordance with written protocols.
• Printing and updating Clinic lists.
• Send letters/messages to patients as requested and for DNAs.
• Email and photocopy as requested.
• Scanning documents presented at reception.
• Complete Workflow tasks in EMIS and Docman.

Reception

• First point of contact for patient queries on the phone, in person and online to provide access to the appropriate healthcare services in a professional, friendly, efficient and effective way.
• Receiving patients consulting with members of Practice team.
• Be able to cover all reception positions as necessary.
• Provide a high quality service to our patients.
• Opening up/closing down procedures.

Appointments

• Process appointment requests for on the day and future appointments from patients by telephone and in person.
• Filling in online forms for patients regarding their clinical or admin requests.
• Deal with home visit requests.
• Arranging appointments for patients as per clinicians instructions.
• Book the required amount of time for each appointment using the search function Find Slot for efficiency.

Computer

• Process patients change of address computer data and medical records (have knowledge of practice area).
• Allow EMIS Access for patients and EPS nominations.
• Know how to print and access forms from the Reception folder.
• Access their internal/external emails on a regular basis to ensure they are up to date with the latest changes and operating procedures.

Telephone

• Have working knowledge of Telephone System.
• Knowledge of the procedure for contacting Duty Doctor via mobile when not in the building.
• Answer the phone within 3 rings wherever possible and in a timely manner whenever not possible.

Other Tasks

• Clear rooms after surgeries.
• Ensure building security have thorough knowledge of doors/windows/alarm.
• Any other tasks allocated by managers.
• Be prompt for work, ensuring suitable dress code/uniform.

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. Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures.

Equality and Diversity

Acting in a way that recognises 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-judgemental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality

Alert other team members to issues of quality and risk. 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.

Communication

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

Contribution to the Implementation of Services

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

Experience

• Qualifications & Experience
• Experience working in a customer facing or administrative role.
• Good standard of general education (e.g.GCSEs or equivalent).
• Competent with IT systems including email, Microsoft Office, and patient record systems (training can be provided).
• Experience handling confidential or sensitive information.
• Previous experience in a GP surgery, NHS, or healthcare environment.
• Knowledge of EMIS, SystmOne, or other clinical systems.
• Understanding of appointment booking processes and referral pathways.
• Experience handling prescription requests.
• Ability to diffuse challenging situations calmly and professionally.
• Multitasking in a fast paced clinical setting.
• Additional language skills that support patient communication.

Personal Qualities

• Friendly, approachable, and professional manner.
• Empathy and understanding when dealing with patients.
• Ability to stay calm in difficult or emotional situations.
• Reliable, punctual, and committed to high standards.
• Flexible team player who can also work independently.
• Respect for diversity, equality, and patient dignity.
• Commitment to providing high quality patient care.
• Positive attitude towards learning and development.

Qualifications

• Experience working in a customer facing or administrative role.
• Good standard of general education (e.g. GCSEs or equivalent).
• Competent with IT systems including email, Microsoft Office, and patient record systems (training can be provided).
• Experience handling confidential or sensitive information.
• Excellent verbal and written communication skills.
• Strong organisational skills with the ability to prioritise tasks.
• Ability to work accurately under pressure in a busy environment.
• Confident telephone manner and ability to manage high volume calls.
• Ability to maintain patient confidentiality at all times.
• Problem solving skills and ability to use initiative appropriately.
• Attention to detail when entering patient information or booking appointments.

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.