Receptionist in Shrewsbury

Let's be honest reception roles don't always get the credit they deserve. But in general practice, they're at the centre of everything.

We're looking for a part-time Receptionist (18 hours per week) to join our welcoming and well-organised team at Wem and Prees Medical Practice. Working Mondays and Tuesdays between 8:00am and 6:00pm (with occasional 6:30pm finishes on a rota), you'll be a key part of keeping the practice running smoothly day to day.

This is a role where no two days are the same. You'll be the first point of contact for our patients handling calls, supporting them through our online triage system and helping them access the right care at the right time.

It's a busy and varied role, so you'll need to be organised, calm under pressure and confident using computer systems. Previous NHS or EMIS experience is helpful, but not essential as full training will be provided.

You'll be joining a supportive team who work closely with clinicians to deliver a caring, efficient service to our local community.

Don't take our word for it come and see us.

If you'd like to know more or arrange an informal chat, please contact Gemma Yapp, Operations Manager, at gemma.yapp2@nhs.net.

Main duties of the job

You'll be right at the centre of the practice, helping keep everything running smoothly and making sure patients feel supported from the moment they get in touch.

A big part of the role is talking to patients whether that's on the phone or at the front desk helping them with queries, guiding them through our online triage system and making sure they're directed to the right clinician or service. Its about listening, understanding and making things as straightforward as possible.

You'll also support with appointment booking and general enquiries, as well as handling repeat prescription requests and dealing with any related queries. No two calls are the same, which keeps things interesting.

Strong customer service skills are essential, along with the ability to stay calm, organised and friendly, even when things get busy. You won't be doing it alone though there's always someone to ask, and the team works closely together to support each other throughout the day.

About us

We're a well-established, community-focused practice based across two sites in Wem and Prees, caring for around 12,000 patients. We're proud of the service we provide locally and the relationships we've built with our patients over time.

We're also a training practice, which means teamwork, support and learning are part of everyday life here. You'll be joining a reception team that works closely together, supports one another and plays a key role in keeping the practice running smoothly. Full training will be provided, so you'll feel confident in navigating patients to the right care.

It's not all work, though. We make time to come together as a team, whether that's practice get-togethers, team nights out or supporting local community events. It's important to us that people feel part of something, not just turning up for a shift.

You will find a team that is approachable, organised and always willing to help whether that's answering a question, sharing the workload or having a quick chat when you need it.

If you're looking for a role where you feel supported, valued and part of a team that genuinely works well together, you'll fit right in.

Job responsibilities

Job Summary

To provide a professional, efficient and welcoming reception service, supporting patients to access the most appropriate care in a timely and effective manner.

The post holder will act as the first point of contact for patients, delivering a positive and helpful experience both face-to-face and via telephone.

Key Responsibilities

• Provide an effective and efficient reception service to patients and visitors
• Respond to general enquiries, explain procedures and book appointments
• Support patients in accessing appropriate services through care navigation
• Manage patients presenting without appointments, ensuring urgent cases are prioritised appropriately

Telephony

• Receive and make telephone calls as required
• Divert calls, take accurate messages and ensure timely follow-up

Appointments & Administration

• Book, amend and cancel appointments in line with practice procedures
• Enter requests for home visits
• Register new patients and process relevant documentation
• Input and update patient information on the clinical system

Prescriptions

• Respond to prescription queries and liaise with clinical staff as required

General Duties

• Ensure punctual attendance, with readiness to open the premises and be prepared to receive patients promptly at the start of the working day
• Prepare documentation and support clinics where required
• Advise patients of fees for private services, process payments and issue receipts
• Open and close the premises as required, ensuring security procedures are followed
• Maintain a clean, organised and professional reception area
• Undertake any other reasonable duties as requested by the Practice Manager or Partners

Confidentiality

The post holder will maintain strict confidentiality at all times. All information relating to patients, staff and the practice must be treated as confidential and handled in line with GDPR and practice policies.

Health & Safety

The post holder will:

• Follow practice Health & Safety procedures
• Identify and manage risks within the working environment
• Maintain a safe, tidy and hazard-free workspace
• Report any concerns or incidents appropriately

Equality and Diversity

The post holder will support equality, diversity and inclusion by:

• Treating all patients, carers and colleagues with dignity and respect
• Acting in a non-judgemental and inclusive manner
• Adhering to relevant legislation and practice policies

Training & Development

• Participate in training and development as required
• Maintain and update knowledge and skills
• Engage in annual appraisal and performance review

Quality & Team Working

• Contribute to the effectiveness of the team
• Reflect on performance and suggest improvements
• Work collaboratively with colleagues and external agencies
• Manage workload effectively and responsibly

Communication

• Communicate clearly and effectively with patients and colleagues
• Adapt communication to meet individual needs
• Promote a positive and professional image of the practice

Service Development

• Follow practice policies, procedures and guidance
• Support the implementation of new systems and ways of working
• Participate in audit and improvement activities where appropriate

Person Specification

Qualifications

• Good standard of general education
• GCSE (or equivalent) in English and Mathematics (Grade C/4 or above)
• NVQ Level 2 or equivalent in Business Administration, Customer Service or similar

Experience

• Experience
• Experience of working with the general public
• Experience of delivering good customer service
• Skills & Knowledge
• Excellent communication skills (both face-to-face and telephone)
• Good IT skills and confidence using computer systems
• Ability to prioritise workload and remain organised in a busy environment
• Ability to handle sensitive information with confidentiality
• Understanding of the importance of patient care and service delivery
• Personal Attributes
• Friendly, approachable and professional manner
• Calm under pressure with the ability to manage a busy workload
• Reliable, punctual and able to work to set times (including opening the practice)
• Team player with a supportive and flexible approach
• Willingness to learn and undertake training
• Previous reception or administrative experience
• Experience of working in a healthcare or General Practice setting
• Experience using clinical systems (e.g. EMIS Web)
• Skills & Knowledge
• Understanding of care navigation or triage systems
• Knowledge of NHS services and how patients access care

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.

12.71 an hourCuurently under review July 2026