Patient Services - Medical Receptionist

Voyager Family Health is looking for a friendly, organised and patient-focused Medical Receptionist to join our Patient Services team. This is a key front-line role within our busy GP practice. As one of the first points of contact for our patients, you will play an important part in ensuring everyone receives a welcoming, professional and efficient service when they contact or visit the practice. This is a great opportunity for someone who enjoys working with people, providing excellent customer service and being part of a supportive team in a busy healthcare environment. You will help patients access the care they need while supporting the smooth day-to-day running of the practice.

Working closely with clinical staff and the wider Patient Services team, you will help ensure patients are supported, signposted and assisted effectively when accessing our services. The role is for 27.5 hours per week, working the following pattern:

• Monday: 08:00 - 17:30
• Tuesday: 08:30 - 17:30
• Thursday: 12:30 - 18:30
• Friday: 12:30 - 17:30

Main duties of the job

In this role you will provide front-of-house reception and telephone support for patients contacting the practice, ensuring enquiries are handled efficiently and professionally. You will help patients with appointments, enquiries and requests, ensuring they are directed to the most appropriate clinician or service. The role also includes supporting administrative tasks such as processing patient registrations, managing correspondence and maintaining accurate patient records. You will work closely with clinical and administrative colleagues to ensure information is passed on efficiently and that patients receive clear guidance when accessing services. The role also includes supporting call and recall programmes and helping patients access online services where required.

What we are looking for

We are looking for someone who enjoys working with people and delivering excellent customer service in a busy environment. The ideal candidate will be friendly, professional and approachable, confident communicating with patients both face-to-face and over the telephone, and able to remain calm and organised when the practice is busy. You should be comfortable using computer systems, able to work well as part of a team, and committed to providing a high standard of patient care. Experience in a customer service, reception or healthcare environment would be beneficial, but most important is a positive, patient-focused attitude and the ability to work in a fast-paced setting.

About us

Voyager Family Health is a large, well-established GP practice in Farnborough providing care to over 20,000 patients, making us the largest GP practice in the area. We operate from modern, state-of-the-art premises designed to support both excellent patient care and a positive working environment for our staff. Our multidisciplinary team includes GPs, nurses, healthcare professionals and administrative staff who work closely together to deliver high-quality, patient-centred care. We pride ourselves on being a friendly, supportive and collaborative practice, where teamwork and communication are highly valued.

Working for our organisation

We are a busy, forward-thinking GP practice that plays an important role in providing healthcare services to the local community. Our Patient Services team is central to the smooth running of the practice, ensuring patients are welcomed, supported and directed to the right care. The team works closely with clinicians and administrative colleagues, creating a supportive environment where everyone contributes to delivering excellent patient care. We are committed to maintaining a positive and respectful workplace culture, where staff feel valued and supported in their roles. Teamwork, professionalism and compassion are at the heart of everything we do, and we encourage staff to contribute ideas that help improve both patient experience and the way the practice operates.

Job responsibilities

To be responsible for undertaking a wide range of reception and administrative duties and the provision of general support to the multidisciplinary team. The Medical Receptionist is the first point of contact for patients, providing a welcoming, efficient, and professional front-of-house and telephone service. This role is vital in supporting access to care by managing appointments, signposting patients appropriately, handling enquiries, and assisting with administrative tasks to ensure the smooth running of the practice. The following are the core responsibilities of the Patient Services Medical Receptionist. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

• Greet patients in person and handle incoming calls in a courteous and professional manner.
• Book, amend, and cancel appointments using the clinical system (e.g., EMIS).
• Signpost patients to the appropriate clinician, service, or resource based on practice protocols and care navigation guidance.
• Monitor, forward and respond to requests from patients via AccuRx.
• Assist patients with general queries about services, prescriptions, referrals, and registration.
• Process repeat prescription requests, ensuring accuracy and prompt handling.
• Handle patient registrations, deductions, and demographic updates.
• Ensure that childhood vaccination invites are sent out promptly and that non-responders are chased and encouraged to attend.
• Open and distribute incoming post and assist with outgoing correspondence.
• Scan, code, and file documents onto patient records as required.
• Monitor, respond to and forward on emails from patients as appropriate.
• Liaise with clinical staff to ensure messages are passed on clearly and promptly.
• Communicate effectively with external organisations (e.g., hospitals, pharmacies) when needed.
• Provide support for call/recall tasks such as flu clinics, health checks, or chronic disease reviews.
• Assist triaging GPs in managing work list.
• Be responsible for keeping up to date with practice changes, regularly checking email inbox and practice updates.

Confidentiality & Compliance

Maintain strict patient confidentiality and handle all information in accordance with GDPR and practice policies. Follow safeguarding procedures and alert the appropriate staff to any concerns raised by patients or carers. Be aware of and work within all practice protocols and standard operating procedures (SOPs).

Team Support

Contribute to a positive, collaborative team environment by supporting colleagues and attending team meetings. Provide cover for colleagues during sickness or annual leave where possible. Participate in training and personal development opportunities.

Person Specification

Knowledge and skills

• Excellent communication skills (written and oral)
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (Planning & Organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving & analytical skills
• Ability to follow policy and procedure
• EMIS

Qualifications

• GCSE Mathematics & English (C or above) or equivalent
• NVQ Level 2 in Health and Social Care

Experience

• Experience of working with the general public
• Experience of administrative / receptionist duties
• Experience of working in a health care setting

Personal Qualities

• Polite and confident
• Flexible and cooperative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

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.