Job Description

Job summary

We are a GP Practice in Smethwick, Sandwell. An opportunity has arisen to join our team as a medical receptionist. We are seeking an efficient, professional, compassionate, caring and hardworking individual. The candidate must have experience working in a busy, fast pacing, challenging and pressurized environment and be capable of prioritizing their workload. Previous experience of working in the NHS GP Practice is essential.

Main duties of the job

The candidate will need to be able to work independently and manage a wide range of reception desk and administrative duties as part of the administration team. The candidate will need to be computer literate, possess excellent verbal and written communication skills and have experience in triage, care navigation and medical terminology. Attention to detail and confidentiality are essential at all times.

About us

Lodge Road Surgery is a long-established partnership. We are forward thinking practice of 7000 patients, providing quality healthcare and outcomes for our patients and working from a newly extended, and refurbished purpose-built premises in the Sandwell area.

We are looking for the right candidate to join as Medical Receptionist in our team.

Our practice has been rated as Good by the CQC and we take pride in delivering quality care to our patients and have a strong training and personal development ethos. We are the Lead practice for our Primary Care Network,Central Health Partnership, one of the partner is the Clinical Director.

We use SystmOne, AccuRx, Choose & Book referrals, DOCMAN as our clinical systems along with other digital platform for patient access.

Our Practice is lead by partners, both Clinical and Non-Clinical, General Practitioners. We have an dedicated team of Advanced Clinical Practitioner, Practice Nurses, Health Care Assistant, Medical secretary and a committed Administration and Reception Team.

Job responsibilities

You will love this job if you have a passion for helping and interacting with patients to provide and process information in response to enquiries. You will also be able to enhance your computer skills by using MS Word, Outlook, Excel and other relevant software packages.

If you feel this is the ideal career and looking for a daily challenge, we welcome an application for you to join our growing team of likeminded people.

Pre-employment

Vaccinations

As part of recruitment, we will be checking the vaccination status of all new starters so that we can manage individual and environmental risks. We will offer support to those who may be undecided about vaccinations. Some vaccinations for certain roles are mandatory, and you will be asked to provide evidence of this where there is a mandatory requirement.

Right to work checks

All applicants invited for interview will need to prove their right to work in the UK at the interview stage

References

References must be secured prior to beginning employment, one must be your current or most recent employer.

You must notify us of any employment gaps of 6 weeks or more.

Main duties of the job

The candidate will need to be able to work independently and manage a wide range of reception desk and administrative duties as part of the administration team. The candidate will need to be computer literate, possess excellent verbal and written communication skills and have experience in triage, care navigation and medical terminology. Attention to detail and confidentiality are essential at all times.

Primary Responsibilities

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

Takes on the role of Senior Receptionist or Reception Team Leader. To triage incoming Footfall or email contacts from patients To direct clinical queries to the Triage Clinician or other ACPs, and administrative queries to the correct member of the admin team To respond directly to queries either via email or via Footfall when inside your competencies To work alongside the Pharmacists, Mental Health Worker, Social Prescriber, First Contact Practitioner as well as GPs and nurses to ensure patients are directed to the most appropriate member of the practice team To work alongside the practice partners and practice manager to design and deliver service improvements to the online triage model To assist in service development through evaluation, audit and system research. To have responsibility for administrative co-ordination of incoming patient queries Maintain accurate, contemporaneous record keeping of all interventions with patients, fully utilising computer software systems in place and/or other mediums. You will demonstrate excellent communication skills and will act as first point of contact for the practice Promote health education to our patient population, such as through participation in 'self-care' week Support the practices to deliver on, QOF, KPIs and locally commissioned enhanced services To update and maintain accurate patient medication records on the practice clinical computer system, including advice given and action taken Work collaboratively with the practice team Develop relationships and work closely with community, hospital and the wider health system Participate in practice meetings, patient participation groups and other meetings to improve engagement with the role. Maintaining and monitoring the practice appointment system Process personal, telephone and e-requests for appointments Answer incoming phone calls, transferring calls or dealing with the callers request appropriately Action all incoming communication in the generic email Signpost patients to the correct service

Other Primary duties

Process incoming and outgoing mail Initiating contact with and responding to, requests from patients, team members and external agencies Process tasks assigned to the group and individually as requested Process all DNA texts in accordance with current policy Assist in GP2GP tasks Read coding on SystmOne File and store records as required Input data into the patient's healthcare records as necessary. Data entry of new and temporary registrations and relevant patient information Maintaining, actioning patient correspondence via Workflow Management Process requests for information for safeguarding letters and DVLA forms to the administrative team Manage all queries (including administrative queries) as necessary in an efficient manner. Actioning tasks sent by clinicians in a timely manner Maintain a clean, tidy, effective working area at all times Monitor and maintain the reception area and notice boards Support all clinical staff with general tasks as requested

Secondary Responsibilities

Supports the training of new Receptionists. Acts as mentor or 'buddy' for Receptionists. Participates in the maintenance of the Practice Complaints System to resolve complaints and improve the service. Supports and encourages other members of the Reception team in their development. Co-operates in the maintenance of the staffing roster to provide adequate levels of staffing within the Practice. Co-operates and works with colleagues to ensure a seamless journey for Patients through different aspects of their care. Co-operates in the effective resolution of any team conflicts Participates in chaperoning when required (must be trained and have an Enhanced DBS check) Reports all significant events, including 'near misses' for inclusion in the Practice Risk Register Manages the Patient call and recall systems for QOF and other services such as cancer screening and immunisation invites Manages the Patient registrations and deductions processes Liaises with secondary care providers as necessary Support administrative and reception staff, providing cover during staff absences Complete opening and closing procedures in accordance with the duty rota As required support Practice Manager in the management of repeat prescriptions, ensuring they are processed accurately and efficiently Ordering and monitoring of immunisation and other office supplies Maintaining QOF disease management Has experience with referrals via Choose & book system.

Qualifications

Essential

Educated to GCSE level or equivalent GCSE Mathematics & English C or above

Desirable

AMSPAR Receptionists Qualification NVQ Level 2 in Health and Social Care

Experience

Essential

Experience of working with the general public. Experience of administrative / receptionist duties. Demonstrate experience of dealing with the public both face to face and over the telephone (Customer Service or GP surgery experience essential). Basic understanding of general office procedures (e.g. record keeping, filing, scanning, photocopying) accurate documentation

Desirable

Experience of working in a health care setting/ GP surgery. Knowledge of SNOMED coding onto patient records

Knowledge & Skills

Essential

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

Desirable

SystmOne Clinical system user skills AccurRx system, Team Net Ardens - Templates DOCMAN

Personal Qualities

Essential

Polite and confident Flexible and cooperative Motivated Forward thinker High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure

Other requirements

Essential

Flexibility to work outside of core office hours

Disclosure Barring Service (DBS) check

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.

All staff at Lodge Road Surgery, have a duty to conform to the following:

Equality, Diversity & Inclusion

A good attitude and positive action towards ED&I creates and 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.

Confidentiality

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. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Induction Training

On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the Practice Manager.

Learning and Development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the Practice Manager, as well as participating in the practice training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.

Collaborative Working

All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

Service Delivery

Staff at Lodge Rod Surgery must adhere to the information contained with practice policies and regional directives, ensuring protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.

Security

The security of the practice is the responsibility of all personnel. Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured.

Professional Conduct

At Lodge Road Surgery staff are required to dress appropriately for their role. Administrative staff will be provided with a uniform whilst clinical staff must dress in accordance with their role.

Job Types: Full-time, Permanent

Pay: 12.21-15.00 per hour

Expected hours: 37.5 per week

Benefits:

On-site parking
Schedule:

Monday to Friday Weekend availability
Education:

Certificate of Higher Education (preferred)
Experience:

Medical GP Receptionist: 2 years (required) Primary Care NHS: 3 years (required) GP PRACTICE: 2 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 10/05/2025
Reference ID: Medical Receptionist
Expected start date: 10/05/2025