Medical Receptionist



  • Job Title: Medical Receptionist
  • Line Manager: Julie Lerpiniere
  • Hours per week: 10 hours per week

Job Summary

To be responsible for undertaking a wide range of reception and administrative duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients, patient registration, booking appointments, processing of information (electronic and hard copy) 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 multidisciplinary team members and external agencies such as secondary care and community service providers. 


Mission Statement

The provider aims to provide a professional, accessible, safe and friendly surgery where patients can experience the highest quality of family medicine. It’s our objective to provide this under the constraints of time in a professional and understandable manner. We aim to take a holistic view of patient’s needs, giving advice in seeking the services beyond our remit which affect the patient’s health and social needs. We provide services as contracted by the NHS relating to NHS General Practice Services. These include access to a Practice Nurse and General Practitioner (Doctor). We aim to provide the above services to those patients registered with our practice (including temporary residents). The services are provided at Old School Surgery and where clinically necessary elsewhere in the Practice area. Dr K Coonjobeeharry is a fully qualified as a General Practitioner. Our address for services is Old School Surgery, Rectory Fields, Cranbrook, Kent. TN17 3JB 


Generic Responsibilities

All staff at Old School Surgery have a duty to conform to the following:

Equality, Diversity & Inclusion
A good attitude and positive action towards equality, diversity and inclusion creates an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)
This practice is committed to supporting and promoting opportunities to for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.

This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

Quality & Continuous Improvement (CI)
To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. 


Primary Responsibilities

The following are the core responsibilities of the receptionist/administrator. There may be on occasions, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

a. Maintaining and monitoring the practice appointment system
b. Process personal, telephone and e-requests for appointments
c. Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
d. Action all incoming emails into generic email accounts
e. Signpost patients to the correct service
f. Process incoming and outgoing mail and workflow appropriately
g. Initiating contact with and responding to, requests from patients, team members and external agencies
h. Process all DNA letters in accordance with current policy
i. Process Path links and manage the recall of patients as required
j. Action GP2GP tasks
k. Read code data on Vision for 3rd party immunisations
l. Photocopy documentation as required
m. File and store records as required
n. Data entry of new and temporary registrations and relevant patient information as required
o. Input data into the patient’s healthcare records as necessary
p. Manage all queries (including administrative queries) as necessary in an efficient manner
q. Maintain a clean, tidy, effective working area at all times
r. Monitor and maintain the reception area and notice boards
s. Support all clinical staff with general tasks as requested
t. Ensure medication delivered is stored in fridges promptly to maintain integrity of the cold chain
u. Handover medication to patients ensuring that the correct reimbursement is taken, the paperwork is correctly completed and that a check is made that the address details are correct 


Secondary Responsibilities

In addition to the primary responsibilities, the medical administrator may be requested to:

a. Complete opening and closing procedures in accordance with the duty rota
b. Ensure all prepared letters are posted and frank letters with the right date 


Person Specification: Receptionist / Administrator




Educated to GCSE level or equivalent Yes  
GCSE Mathematics & English (C or above)   Yes
AMSPAR Receptionists Qualification   Yes
NVQ Level 2 in Health and Social Care   Yes




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




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

Personal Qualities



Polite and confident Yes  
Flexible and cooperative Yes  
Motivated Yes  
Ability to multi-task Yes  
High levels of integrity and loyalty Yes  
Sensitive and empathetic in distressing situations Yes  
Ability to work under pressure Yes  

Other requirements



Flexibility to work outside of core office hours Yes  
Disclosure Barring Service (DBS) check Yes  

This document may be amended following consultation with the post holder, to facilitate the development of the role, the practice and the individual. All personnel should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the practice.