Medical Receptionist in Taunton

The Crown Medical Centre is a busy GP practice in Taunton, caring for a patient population of approximately 10,000 patients. Our team includes GP partners, salaried GPs, nurses, healthcare assistants and a wider administrative and clinical team. We are looking to recruit an enthusiastic, friendly and motivated Medical Receptionist to join our reception team.

The successful candidate will be one of the first points of contact for patients contacting or visiting the practice. We are looking for someone with excellent communication and customer service skills who can provide a welcoming, professional and efficient service to our patients. This is a busy and varied role, requiring someone who can remain calm under pressure, use their initiative and work effectively as part of a team. Previous GP reception experience would be desirable but is not essential, as training will be provided.

The hours for this vacancy are 22 hours per week, with the following working pattern:

• Monday: 12:30-18:30
• Tuesday: 12:00-17:00
• Thursday: 12:30-18:30

Applicants should be able to commit to these hours. However, we may be able to consider slight adjustments to the working times for the right candidate, subject to the needs of the practice.

Main duties of the job include:

• Acting as the first point of contact for patients attending or contacting the practice.
• Answering incoming telephone calls and dealing with patient enquiries in a professional and courteous manner.
• Greeting patients and visitors and directing them appropriately.
• Booking, amending and cancelling appointments in accordance with practice procedures.
• Processing prescription requests and home visit requests in line with practice protocols.
• Passing messages and information accurately to the appropriate members of the clinical or administrative team.
• Dealing with patient queries and providing information about practice services and procedures.
• Maintaining accurate patient information and records using the practice's clinical computer system.
• Ensuring patient confidentiality is maintained at all times.
• Keeping the reception and waiting areas tidy and welcoming.
• Undertaking other reasonable reception and administrative duties as required.

The team at Crown Medical Centre is forward-thinking and dynamic. Above all, we are a friendly practice that values teamwork, flexibility and the development of our staff. We aim to provide a supportive working environment where colleagues can learn, develop their skills and contribute to delivering a high-quality service to our patients.

Job responsibilities include:

• Record patient arrivals on EMIS Web and direct patients to the appropriate consulting or treatment room.
• Use practice signposting and reception protocols to direct patients to the most appropriate service.
• Manage patients without appointments who require urgent advice in accordance with practice protocols, escalating concerns to a clinician or appropriate team when necessary.
• Process new patient registrations, check the reception email inbox daily and confirm patients reside within the practice catchment area.
• Explain practice arrangements and requirements to new and temporary patients, ensuring registration procedures are completed accurately.
• Take payments for private services and issue receipts in accordance with practice procedures, referring concerns to the secretarial team.
• Respond to patient and visitor enquiries professionally and promptly.
• Add home visit requests to the Urgent Care Team for review.
• Check the NHS 111 list regularly and ensure relevant patients are transferred to the Urgent Care Team for same-day GP review.
• Manage laboratory results received by telephone promptly and in accordance with practice protocols.
• Record patient signposting accurately using the appropriate EMIS Web template.
• Review incoming online consultation requests and process them in line with practice protocols, directing them to the appropriate clinician or service and escalating where necessary.
• Maintain familiarity with the appointment system, including routine and ad hoc changes.
• Ensure patient details on EMIS Web are accurate and up to date, including address, contact details and personal information.
• Receive and make telephone calls, transfer or divert calls appropriately, and ensure telephone systems are operational at the start of the day and switched to the out-of-hours service at the end of the day.
• Maintain a clean, tidy and welcoming reception and waiting area.
• Respond to spillages or bodily fluids in accordance with infection prevention and control procedures, including the safe use of spill kits where required.
• Complete a clear end-of-shift handover, communicating outstanding tasks, unresolved issues and relevant information to incoming staff.
• Receive and check deliveries, signing for items as required.
• Ensure vaccines are recorded in the appropriate log, passed promptly to the nursing team and stored correctly.
• Forward invoices and delivery notes to the Deputy Practice Manager.
• Notify relevant staff of deliveries and ensure prescription paper deliveries are reported to the Prescriptions Team for logging and secure storage.
• Act as a chaperone during patient consultations or examinations when required, in accordance with the practice's Chaperone Policy.
• Inform the Deputy Practice Manager of damage, faulty equipment, complaints and other issues requiring attention.
• Undertake other reasonable duties in accordance with the needs of the practice.
• Understand and maintain strict confidentiality in accordance with information governance standards.
• Undertake and maintain appropriate safeguarding training.

Person Specification:

• Excellent verbal and written communication skills.
• Previous customer service or public-facing experience.
• A friendly, approachable and professional manner.
• Good organisational skills and the ability to prioritise tasks.
• The ability to remain calm and work effectively under pressure.
• Good IT skills and confidence using computer systems.
• The ability to work independently and as part of a team.
• An understanding of the importance of confidentiality and handling sensitive information appropriately.
• Reliability, punctuality and a flexible approach to the needs of the practice.
• GCSE English and Maths at grade 4/C or above, or equivalent.
• Previous experience working in a GP practice or other healthcare setting.
• Experience using EMIS Web or another clinical computer system.
• Experience handling a high volume of telephone calls and face-to-face enquiries.
• An understanding of NHS services and general practice procedures.
• Previous experience working with confidential or sensitive information.

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.