Job Description

Job Summary:

The post holder will provide full administrative support to teams across the Lancaster Medical Practice, Patient Services Teams to ensure a robust delivery of service.

To assist patients, carers and other organisations with making appointments, accessing care and directing them to the appropriate service or healthcare professional in a courteous efficient and effective way.

Provide general assistance to the Patient Services teams and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

To provide efficient, helpful, informative and supportive reception and administration services to patients and members of the primary health care team.

To work in our telephone hub dealing with a high volume of incoming calls and to work on our busy reception desk.

Assist in the Unplanned Care Team

Assist in the Planned Care Team inc. Care at Home Team

Assist in the Recall & Screening Team

Assist in the Referral Secretary Team

Due to the nature of the role and the work, the postholder will be required to work to cover rotas that operate between 8am and 6.30pm each day

Key Duties/Responsibilities:

Provide full administrative support to the Patient Services teams, including the administering of tasks, documents and filing of paperwork.

Ensure an effective and efficient telephone answering and reception service is provided to patients and any other visitors to the practice.

To have a thorough knowledge of practice procedures.

To work in accordance with written protocols and procedures.

Working within your team to ensure that telephone calls are answered within set targets.

To work under the supervision of the Non-Clinical Patient Services Co-ordinators to ensure that all patients needs are met.

Deal with all general enquiries, explain procedures and make new and follow-up appointments.

Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.

Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

Take requests for home visits and follow written protocols.

Take action on clinician's request for further information/patient contact information etc. (including computerised tasks), ensuring completion of all associated paperwork.

Advise patients of relevant charges for private (Non-General Medical Services) services, accept payment and issue receipts for same.

Enter patient information on to the electronic record as required.

Process incoming and outgoing mail according to practice protocols

Record actions taken in patient record where appropriate or in accordance with practice protocols

Prepare and stock clinical rooms for surgeries and ensure adequate supplies of consumables.

Covering colleague's holidays and sick cover as required.

Any other administration duties as necessitated by the needs of the practice

Covering colleagues' holiday and sick cover as required.

Premises

:

On a rota basis, open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.

On a rota basis, when last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.

Make and serve refreshments for meetings, ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff.

Complete other Daily/ Weekly and Monthly core tasks to support to smooth running of the reception area

Qualifications:

English GCSE (or equivalent) Level C or equivalent competence or experience

Previous experience that demonstrates good attention to detail.

Previous experience of working in an administrative environment

About Us:

Lancaster Medical Practice is a large, at-scale, GP provider delivering General Medical Services to around 68,000 patients in Lancaster and surrounding villages. Formed in April 2017 from our successful, legacy practices, Lancaster Medical Practice has continued to evolve to become the strong, high performing Practice it is today, receiving a rating of 'Outstanding' by the Care Quality Commission in August 2018.

We deliver our services from seven locations throughout the city of Lancaster and its surrounding area and are continuing to develop ourselves to improve what we do for our patients, staff and the local community. We are a progressive, modern organisation with patient-centred General Practice at our core. When joining #teamlmp you are joining an organisation with a wide variety of clinical and non-clinical roles but who all work together to provide the best care we can to our patients.

LMP is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. All successful candidates will be subject to a criminal records check with the Disclosure and Barring Service (DBS). All staff are therefore expected to behave in such a way that supports this commitment and will be responsible for safeguarding the interests of children and adults who they come into contact during their work.

Please be aware that in the event that we receive a high number of applications, we reserve the right to close the post before the closing date.

Please note, we are unable to support candidates requiring a skilled worker visa for this post as the Practice is only able to support clinical posts at this time.

Job Types: Full-time, Part-time

Pay: 12.39 per hour

Expected hours: No more than 37.5 per week

Benefits:

Company pension Free flu jabs Sick pay Store discount
Work Location: In person

Application deadline: 25/11/2025