Senior Medical Receptionist

Job summary

We are looking for an experienced and motivated Senior Medical Receptionist to join our friendly and supportive practice team.

The successful candidate will provide day-to-day leadership and coordination of our reception and administration team, helping to ensure that patients receive an efficient, responsive and professional service. The role combines team leadership and administrative responsibilities with hands-on reception duties and regular patient contact.

You will work closely with the Practice Manager, clinical team and wider practice team to support effective service delivery, maintain high standards and identify opportunities to improve processes and patient experience.

This is a varied and responsible role, requiring excellent organisational, communication and interpersonal skills, together with the ability to prioritise effectively and remain calm and professional in a busy primary care environment.

Main duties of the job

The Senior Medical Receptionist will:

• Provide day-to-day leadership and support to the reception and administration team.

• Assist with staff rotas, workload allocation and ensuring appropriate staffing cover.

• Support the effective management of the practice appointment system and patient enquiries.

• Provide a professional and welcoming service to patients, including appropriate signposting and support with concerns.

• Process correspondence, patient information and administrative requests accurately and efficiently.

• Liaise with clinical staff, the Medical Secretary and external organisations as required.

• Support the Practice Manager with practice processes, service improvement and practice development.

• Promote high standards of confidentiality, safeguarding, information governance and patient care.

About us

We are an innovative, team-orientated and well-organised teaching Practice who pride ourselves in ensuring that patients are equal partners in their care.

• 3 GP Partners, 1 Salaried GP, 1 Clinical Pharmacist, 3 Nurse Practitioners, 1 Practice Nurse, 1 Nursing Associate, 1 GP Assistant
• Full administrative support from a Practice Manager, Data & Quality Lead, Clinical Governance Support Officer plus other Administrators
• Long standing training practice with an excellent reputation & support for continuing medical education and CPD time
• CQC rating of Good
• Research practice with good links to Keele University
• High achiever in QoF/QIF

Job responsibilities

Overall responsibility: To be responsible for the efficient management and direction of the administration team, ensuring all administrative duties are performed effectively and to the required standard, meeting the objectives of the practice.

To support the management team in promoting quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development, and to carry out other duties as directed by the management team.

To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include, but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, the processing of information and assisting patients as required.

To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multi-disciplinary team members and external agencies such as secondary care and community service providers.

The post holder will:

• Be able to provide leadership to the reception and administration team
• Have excellent service,; leadership and communication skills
• Work collaboratively with the whole surgery to meet the needs of the patients

Main duties of the job: The following are the core responsibilities of the Senior 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:

• Overseeing the administration and support operations of the practice, ensuring staff achieve their primary responsibilities
• Compiling administration staff rotas
• Updating the appointment book to reflect annual leave and other absences
• Supporting the management team in the compilation of practice reports and the practice development plan
• Developing, implementing and embedding efficient office processes and procedures

With the Practice Manager, supporting the coordination of the provision of temporary administrative and reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences

Providing initial guidance and advice to patients who wish to verbally complain

Maintaining and monitor the practice appointment system

Processing personal, telephone and e-requests for appointments

Answering incoming phone calls, transferring calls or dealing with the callers request appropriately

Signposting patients to the correct service

Initiating contact with and responding to, requests from patients, team members and external agencies

Photocopying documentation as required

Data entry of new and temporary registrations and relevant patient information as required

Inputting data into patients healthcare records as necessary

Direct requests for information, i.e., SAR, insurance/solicitors letters and DVLA forms to the Medical Secretary

Manage all queries as necessary in an efficient manner

Maintaining a clean, tidy, effective working area at all times

Monitoring and maintain the reception area and notice boards

Supporting all clinical staff with general tasks as requested

Actioning incoming emails and correspondence as necessary

Scan patient related documentation and attach scanned documents to patients healthcare records

Complete opening and closing procedures in accordance with the duty rota

Support in the management of repeat prescriptions, ensuring they are processed accurately and efficiently

Dealing with patient complaints relating to front desk/reception services

Oversee and delegate daily tasks

Completion of monthly PPA return

• Supporting induction and rotas for medical students and registrars

Person specification

Qualifications

Essential

• Good standard of general education, including English and Maths.
• Evidence of ongoing learning and development.

Desirable

• Relevant administration, customer service or healthcare qualification.
• Leadership or supervisory training.

Experience

Essential

• Experience working in a busy reception, administrative or customer-facing environment.
• Experience of dealing with members of the public and handling enquiries professionally.
• Experience of working as part of a team and supporting colleagues.
• Experience of prioritising workload and working effectively under pressure.
• Experience of using computerised systems and Microsoft Office.

Desirable

• Previous experience within an NHS or primary care environment.
• Experience of working in a senior or supervisory reception/administrative role.
• Experience of using EMIS or another primary care clinical system.
• Experience of supporting or coordinating a team, including allocating work or managing rotas.