Ford Medical Practice
Receptionist/Administrator
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Summary
Working Hours:
The position is for a full or part-time role with shifts taking place between the hours of 7:45 AM and 6:45 PM Monday to Friday.
Job Type:
Part-time or Full-time
About the Role
Are you looking for a rewarding role where you can make a difference to patients' lives while working in a supportive and friendly team? Ford Medical Practice is seeking an enthusiastic, motivated, and compassionate individual to join us as a Receptionist/Administrator.
This varied role combines front-line reception duties with dedicated administrative responsibilities, allowing you to develop a broad understanding of general practice operations. The successful candidate will provide excellent customer service to patients while also supporting the administrative functions of the practice.
Ideal Candidate:
- Excellent communication skills
- Professional telephone manner
- Ability to manage multiple tasks efficiently
- Flexibility to provide cover for colleagues during periods of annual leave and sickness
Previous experience in a GP practice would be advantageous but is not essential, as full training will be provided.
Main Duties of the Job
Reception Duties
- Manage and maintain the practice appointment system.
- Respond to patient enquiries, either in person or by telephone.
- Direct patients to the most appropriate service or healthcare professional.
- Process prescription requests in accordance with practice procedures.
- Register new and temporary patients and update patient records.
- Ensure the reception area is welcoming, tidy, and professional.
- Maintain patient confidentiality at all times.
Administrative Duties
- Accurately enter and maintain patient data within the clinical system.
- Process incoming correspondence and action items appropriately.
- Support clinical and management staff with routine administrative tasks.
- Liaise with hospitals, community services, and other healthcare organisations as required.
- Undertake document management, scanning, and filing tasks.
- Assist with other administrative duties as required.
Key Skills & Qualities
- Strong face-to-face communication and interpersonal skills
- Professional and friendly telephone etiquette
- Commitment to maintaining patient confidentiality
- Proficiency in IT and the ability to learn new systems quickly
- Ability to remain calm and composed in a fast-paced environment
- Flexible and adaptable to changes in shift patterns and team needs
- Ability to work independently and as part of a team
- Excellent organisational skills and attention to detail
- Previous experience in primary care is an advantage, but not required
About Us
Ford Medical Practice is a well-established, patient-focused GP practice serving approximately 6,000 patients. We pride ourselves on delivering high-quality care, achieving excellent clinical outcomes, and embracing continuous improvement and innovation. We are a paper-light, digital-first practice using the EMIS Web clinical system. Our team is made up of two GP Partners, three salaried GPs, a Practice Nurse, a Student Nurse Associate, HCA, and an Administrative and Management team. We are also a registered Training Practice, fostering professional development within our team.
Why Join Us?
- Friendly, supportive, and experienced team environment.
- Full training provided, including EMIS Web and reception processes.
- Opportunities for personal and professional development.
- Work within a modern, digital-first practice.
- Be part of a respected GP training practice committed to learning and innovation.
- NHS pension scheme.
- Competitive annual leave entitlement.
- Blue light card.
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Job Description - Responsibilities
Reception Duties
- Greet patients, visitors, and other callers to the practice in a professional, courteous, and welcoming manner.
- Respond to telephone enquiries from patients, healthcare professionals, and external agencies, directing calls appropriately and taking accurate messages when required.
- Manage appointment bookings, cancellations, and amendments using the practice's clinical system.
- Support the practice's care navigation and triage processes by gathering relevant information from patients in accordance with practice protocols.
- Respond to patient enquiries and requests, seeking advice from clinicians or senior colleagues where appropriate.
- Register new and temporary patients and maintain accurate patient demographic records.
- Arrange interpreting services when required.
- Provide patients with test results and other information in accordance with practice procedures.
- Assist clinicians and the wider practice team with administrative and operational tasks as required.
- Act as a chaperone during clinical examinations when appropriately trained and requested.
- Maintain a tidy, professional, and welcoming reception and waiting area.
- Undertake opening and closing procedures, including security checks and alarm procedures where required.
Administrative Duties
- The successful candidate will undertake dedicated administrative sessions to support the efficient running of the practice.
- Duties may include:
- Processing repeat prescription requests in line with practice protocols.
- Monitoring incoming workflow and clinical administration tasks and ensuring they are actioned promptly or directed to the appropriate team member.
- Processing patient registrations and deductions.
- Updating and maintaining accurate patient records, including demographic and clinical information as instructed.
- Processing incoming correspondence, scanning, coding, and filing documents as appropriate.
- Managing electronic documents and workflows within the clinical system.
- Liaising with hospitals, community services, and other healthcare organisations regarding patient enquiries and administrative requests.
- Supporting recall programmes and other practice administrative initiatives.
- Undertaking general administrative duties to support clinicians and the management team.
Patient Care and Communication
- Deliver a high standard of customer service to all patients, carers, and visitors.
- Communicate with empathy, professionalism, and respect, particularly when dealing with sensitive or challenging situations.
- Keep patients informed of any delays or changes to appointments where possible.
- Work collaboratively with clinicians, colleagues, and external healthcare professionals.
- Contribute positively to a supportive team environment.
Information Governance and Confidentiality
- Maintain strict patient confidentiality in accordance with data protection legislation, NHS guidance, and practice policies.
- Comply with GDPR, Caldicott principles, and information governance requirements.
- Ensure all patient information is handled securely and appropriately.
- Maintain awareness of safeguarding responsibilities and practice procedures.
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IT and Record Keeping
- Accurately record and update information within the clinical system and other practice software.
- Develop and maintain competence in EMIS Web, Accurx, PATCHS, Microsoft Outlook, Word, Excel, and any other systems required for the role.
- Ensure all data entry is accurate, timely, and completed to a high standard.
Quality, Training, and Development
- Participate in team meetings, training sessions, and practice development activities.
- Identify opportunities for service improvement and raise suggestions with line managers.
- Undertake mandatory training and maintain personal and professional development.
- Support the induction and training of new staff where appropriate.
General Responsibilities
- Comply with all practice policies and procedures.
- Follow Health and Safety, COSHH, infection prevention and control, and fire safety requirements.
- Maintain the security of the premises, staff, and patient information.
- Undertake any other reasonable duties consistent with the nature and grade of the post, as requested by the Partners, Practice Manager, or other members of the leadership team.
Other Information
This job description is intended to provide an overview of the duties and responsibilities associated with the role. The post holder may be required to undertake other reasonable duties commensurate with the role to meet the changing needs of the practice and its patients.
Person Specification
Qualifications
Essential
- GCSE grade C/4 or above (or equivalent) in English and Mathematics.
- Good standard of general education.
Desirable
- NVQ Level 2 or equivalent qualification in Customer Service, Business Administration, or a related field.
- Care Navigation training.
- Accredited Chaperone training.
Experience
Essential
- Experience of working in a customer-facing role.
- Experience of communicating effectively with members of the public by telephone and face-to-face.
- Experience of using computer systems and databases.
- Experience of working as part of a team.
- Experience of managing competing priorities in a busy environment.
Desirable
- Experience of working in a GP practice, primary care, NHS, or healthcare setting.
- Experience of using EMIS Web.
- Experience of using Accurx, PATCHS, or similar healthcare software.
- Experience of processing confidential or sensitive information.
- Experience of administrative or clerical work.
Personal Qualities
Essential
- Friendly, approachable, and professional manner.
- Compassionate and patient-focused approach.
- Reliable and punctual.
- Flexible and adaptable to the changing needs of the practice.
- Positive attitude towards learning and development.
- Ability to demonstrate discretion and integrity.
- Commitment to maintaining confidentiality.
- Commitment to delivering a high standard of service.
Desirable
- Interest in developing a long-term career within primary care.
- Commitment to continuous improvement and innovation.
Employer
Ford Medical Practice
Ford Medical Practice
93 Gorsey Lane
Ford
Liverpool
L21 0DF
United Kingdom
http://www.fordmedicalpractice.nhs.uk
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