Medical Receptionist

Staffline Derry is Hiring on Behalf of Creggan Family Practice for a Medical Receptionist

Job Description

Job title: Medical Receptionist
Location: Creggan Family Practice, Northern Ireland
Responsible to: Practice Manager / Reception Supervisor
Accountable to: Practice Manager
Hours of work: 25hrs per week
Salary: £24,960
Contract type: Temporary

2. Job purpose

To provide a professional, courteous and efficient reception and administrative service to patients, clinicians and other healthcare professionals. The post holder will act as a first point of contact for patients attending or contacting the practice, ensuring that enquiries are handled sensitively, information is recorded accurately, and appointments and other administrative processes are managed effectively.

The post holder will maintain patient confidentiality at all times, comply with relevant data protection requirements and practice procedures, and contribute to the safe, effective and patient-centred delivery of healthcare services.

3. Main duties and responsibilities
4. Reception and patient services

• Welcome patients and visitors in a friendly, professional and respectful manner.
• Answer telephone calls promptly, assess the nature of enquiries within the limits of the role, and direct calls to the appropriate person or service.
• Manage patient appointments, cancellations, rescheduling and appointment requests in accordance with practice procedures.
• Deal with patients who may be anxious, distressed, frustrated or unwell in a calm, sensitive and non-judgemental manner.
• Maintain an organised and professional reception and waiting-room environment.
• Assist patients with general enquiries regarding practice services, opening hours and administrative procedures.
• Make reasonable adjustments to communication and access arrangements where required, in line with practice policy.

1. Appointment administration and patient records

• Register patients and update demographic and contact details in the clinical system in accordance with established procedures.
• Maintain accurate, complete and timely electronic and paper records, where applicable.
• Process incoming and outgoing correspondence, forms, referrals and other documentation.
• Handle requests for medical records, certificates and administrative information in accordance with authorised procedures.
• Support clinicians and other practice staff with routine administrative tasks.
• Monitor outstanding administrative work and escalate delays or issues to the appropriate colleague.

1. Confidentiality and information governance

• Maintain strict confidentiality in relation to patient information, staff information and practice business.
• Access and disclose patient information only when authorised and necessary for the role.
• Follow applicable data protection legislation, including the UK GDPR and Data Protection Act 2018, and the practice's confidentiality and information governance policies.
• Ensure that telephone conversations, reception discussions, documents and computer screens are managed in a way that protects patient privacy.
• Report actual or suspected data breaches, inappropriate access or confidentiality concerns promptly through the appropriate procedure.

1. Communication and teamwork

• Communicate effectively and courteously with patients, GPs, nurses, allied health professionals, colleagues and external organisations.
• Pass on messages accurately, promptly and securely.
• Work collaboratively with the wider practice team to support the smooth running of daily services.
• Attend staff meetings, training sessions and briefings as required.
• Maintain professional boundaries and treat all patients fairly, respectfully and without discrimination.

1. Patient safety and escalation

• Recognise when a patient or caller may require urgent attention and promptly alert an appropriate clinician or follow the practice's escalation procedures.
• Follow agreed protocols for telephone enquiries and requests for clinical assistance, without undertaking clinical assessment or giving clinical advice outside the scope of the role.
• Follow health and safety, infection prevention and control, fire safety and emergency procedures.
• Report incidents, hazards, complaints and safeguarding concerns in accordance with practice policies.
• Undertake relevant mandatory training and maintain an awareness of personal responsibilities in relation to patient safety.

1. General administrative duties

• Receive, sort and distribute post and other incoming documentation.
• Undertake scanning, filing, photocopying, data entry and document management.
• Process prescriptions and prescription-related administrative requests in accordance with practice procedures, without making clinical decisions.
• Assist with the preparation of reports, registers and routine administrative returns as required.
• Maintain office supplies and report equipment faults or shortages.
• Undertake other reasonable duties appropriate to the grade and nature of the post.

4. Essential qualifications

Applicants must demonstrate:

• A good standard of general education, including literacy and numeracy sufficient to undertake accurate administrative work.
• Evidence of competence in written and spoken English sufficient to communicate effectively with patients and colleagues and maintain accurate records.
• Basic IT and keyboard skills, including the ability to use email, electronic documents and computerised information systems, or demonstrate the ability to acquire these skills.

Formal qualifications: GCSEs (or equivalent) in English and Mathematics at grade C/4 or above may be specified where justified by the requirements of the post. Equivalent qualifications or demonstrable relevant skills should be considered in accordance with the employer's recruitment policy.

No specific medical receptionist qualification is necessarily required if the applicant can demonstrate the essential skills and experience.

5. Desirable qualifications

• A recognised qualification in Business Administration, Customer Service, Medical Administration, Healthcare Administration or a related subject.
• NVQ, QCF or equivalent qualification in Business Administration or Customer Service.
• Training or certification in information governance, data protection or confidentiality.
• Training in equality, diversity and inclusion, safeguarding, health and safety or customer care.
• A recognised qualification in IT or digital skills.

6. Essential experience

• Experience in a reception, administrative, customer service or other public-facing role within the last three years.
• Experience communicating professionally with a range of people, including handling telephone and face-to-face enquiries.
• Experience using computers to enter, retrieve and update information accurately.
• Experience maintaining accurate records and handling information responsibly.
• Experience prioritising tasks, managing competing demands and working to deadlines.
• Demonstrable ability to handle sensitive or confidential information appropriately, or a clear understanding of the importance of confidentiality and willingness to undertake relevant training.

7. Desirable experience

• Previous experience working as a medical receptionist or in a GP surgery, health centre, hospital, dental practice or other healthcare setting.
• Experience using a clinical practice management or electronic patient record system.
• Experience managing appointment systems, patient registrations, referrals and medical correspondence.
• Experience dealing with confidential medical information and applying information governance procedures.
• Experience communicating with patients who are distressed, vulnerable and angry or have additional communication needs.
• Experience working in a busy reception environment where priorities can change quickly.
• Experience processing prescription-related administrative requests in accordance with established procedures.
• Experience handling complaints or resolving difficult customer service situations professionally.

8. Essential knowledge, skills and attributes

The post holder must demonstrate:

• Excellent verbal communication and a courteous telephone manner.
• Strong organisational skills and attention to detail.
• Accuracy in data entry, message-taking, and record-keeping.
• The ability to remain calm and professional under pressure.
• The ability to prioritise work and use initiative within agreed procedures.
• A patient-centred, empathetic and non-judgemental approach.
• Discretion, integrity and a clear commitment to confidentiality.
• The ability to work independently and as part of a multidisciplinary team.
• Reliability, punctuality, flexibility and a willingness to learn.
• A commitment to equality, dignity, respect and fair treatment for all patients.

9. Desirable knowledge and skills

• Familiarity with general practice reception procedures and primary care services in Northern Ireland.
• Knowledge of clinical administration and patient appointment workflows.
• Familiarity with electronic patient records and clinical correspondence systems.
• An understanding of the importance of safeguarding, patient safety and appropriate escalation.
• Ability to communicate with people who have limited English, sensory impairments or other communication needs, using appropriate support where available.

10. Confidentiality and professional conduct

The post holder must comply with all relevant legislation, professional boundaries and practice policies. Patient information must not be disclosed to unauthorised persons, including family members, without an appropriate legal basis or authorisation.

The post holder must follow practice procedures for verifying identity, handling requests for information, recording communications and reporting concerns. Any suspected breach of confidentiality, information security incident or risk to patient safety must be escalated promptly.

11. Equality, diversity and inclusion

The post holder is expected to promote a respectful and inclusive environment and treat patients, colleagues and visitors fairly, regardless of any protected characteristic or personal circumstance. Duties must be performed in accordance with applicable equality legislation in Northern Ireland and the employer's equality, dignity at work and accessibility policies.

12. Health, safety and safeguarding

The post holder must comply with relevant health and safety and infection prevention and control procedures, complete required training and report hazards or incidents. The post holder must promptly pass any safeguarding concern to the appropriate person, in accordance with practice procedures.

13. Training and development

The post holder will be expected to:

• Complete induction and mandatory training.
• Undertake training in confidentiality, information governance, health and safety, safeguarding and other relevant topics.
• Learn the practice's clinical and administrative systems.
• Participate in supervision, appraisal and performance development.
• Maintain and develop the skills required for the role.

14. General

This job description outlines the principal duties and responsibilities of the post and is not intended to be exhaustive. Duties may be reviewed in consultation with the post holder to reflect service needs, provided they remain appropriate to the grade, competence and scope of the role.

The post holder must not provide clinical advice, make clinical decisions or undertake duties beyond their training and authorisation.

15. Person specification summary

Essential

• Good general education and adequate literacy and numeracy.
• Relevant reception, administrative or customer service experience.
• Basic IT and accurate data-entry skills.
• Effective communication and interpersonal skills.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Good organisational skills and the ability to work under pressure.
• A professional, empathetic and patient-focused approach.

Desirable

• Previous medical or healthcare reception experience.
• Relevant administrative, customer service or healthcare qualification.
• Experience of electronic patient record or clinical appointment systems.
• Knowledge of GP practice administration and primary care procedures.
• Training in information governance, safeguarding, or health and safety.

For any other information, contact Lyneve.newland@staffline recruit.com or call 02871267799