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Medical Receptionist job in Manchester

Vacancy has expired

Manchester , Greater Manchester
Job Ref BBMC09
Post Code M16 7WW
162-164 Chorlton Rd, Stretford, Manchester M16 7WW, UK (Show on map)
Main Category Jobs for the Wider Healthcare Team
Subcategory Administrative & Secretarial
Contract Type Permanent Part-Time
Salary Band Up to £10,000
Hours per week 16
Fax 0161 232 9963
Employer Type Direct Employer




Location: 162-164 Chorlton Road

Old Trafford

Manchester M16 7WW

Employee Name:

Issue Date:

Reports to: Reception Manager/Deputy manager

Organisation Position:-

Reports to: Reception Manager

Job Purpose:-

To provide an efficient service to all patients, maintaining confidentiality at all times.

To provide accurate computer records and information as requested.

To fully support the patients, GPs and colleagues and uphold the practice principles.


No formal qualifications are required at this level .

Must have experience of windows based computer systems and basic keyboard skills. Receptionists must have good organisational and interpersonal skills, good verbal and written communication skills and be able to work on their own initiative. Must be capable of demonstrating the ability to work in a team and across multi-professional teams. Must remain calm and resilient under pressure with a desire to learn and develop new skills. Must be a flexible worker.


A minimum of one years experience working in a people orientated field.

Role Summary:-

This level is suitable for new employees wishing to gain experience in general practice. This role comprises basic reception and administrative tasks. Employees would be expected to achieve all basic competencies within 2 years.

Decisions and Judgements:-

Under the supervision of the Reception Manager and Deputy Manager, will be required to use own initiative to apply practice policies to ensure best care for patients and follow practice guidelines.

Communications and relationships:-

Will need to communicate with patients, visitors, colleagues and others by verbal and non verbal methods. Must be able to communicate on all levels and recognise individuals needs. Will be required to communicate with patients whose first language is not English and patients with learning difficulties.

Core Competencies:-

All employees must:

Ensure confidentiality is preserved at all times whether the information is written/electronic or oral and whether the employee is at or away from work.Work under regulatory ruling of Health & Safety to ensure the control of potential hazards including handling of pathology specimens, personal hygiene, cross infection.Follow Data Protection and practice protocols for Clinical Governance Framework and Caldicott Principles.Take all appropriate precautions to protect the security and safety of oneself and others and the premises.Adhere to the legal requirements with regards to supporting Equal Opportunities.Deal with complaints promptly according to practice policy.Perform duties to standards required by the practice.Demonstrate commitment to Continued Professional Development.Demonstrate computer literacy.

Job Competencies:

Data Input and Retrieval

Understand the different screens of a patients record.

Able to retrieve patients details by name, address, DOB or NHS number.

Know how to find family members at the same address.

Record all contacts with patients in accordance with practice policies.

Record ambulance requests.

Able to print out patient records.

Correct usage of shredder for patient identifiable information.

Home Visit Requests

Be able to explain the practice policies for acceptance of home visits.

Record visit requests on the computer.

Print out patient summary for GP to take on visit.

Correct allocation of visits to GPs’.

Give appropriate advice in cases of emergencies i.e. chest pain ensuring emergency requests are bought to the attention of the GP immediately.


Understand the practice policy for appointments.

Aware of the different services available to patients.

Able to make appointments.

Able to move or cancel appointments.

Recognise patients who do not arrive for appointments and mark accordingly.

Understand procedure for patients arriving after appointment time.

Keep patients informed of clinics which may be running late.

Alert doctors/nurses to patients whose may need immediate attention.

Alert doctors/nurses to patients who may need assistance i.e hearing or vision impaired.

Able to use the search facility to locate a patients’ appointment or find a Drs available slot.

Mail Distribution

Open, scan and sort mail in accordance with practice procedures.Understands procedure for distributing mail when Drs on holiday.Demonstrates correct use of practice stamps.Able to sort mail after marking by Drs accurately.Prepare outgoing mail appropriately using franking machine.Able to use fax machine.Demonstrate ability to use photocopier.


Greets callers politely and identifies themselves and practice to caller.

Able to use the telephone system to receive, transfer and make telephone calls.

Can pick up calls from other phones

Ensure confidentiality is maintained by putting callers on hold.

Ensure system is put through to out of hours service correctly at the end of the day and able to return system to normal use in a morning.

Able to divert to answer machine during practice closure times.

Message Taking

Receive and respond to routine and non-routine requests for information from patients, carers and other users of the surgery.

Identify appropriate member of the primary health care team to receive messages and ensure information is passed on in a timely manner.

Ensure messages requiring responses are followed up.

Visitors to the Practice

Ensure visitors to the practice sign in and out

Direct visitors as necessary.

Practice Information

Able to explain the practice policy for registrations including temporary residents, immediate and necessary treatment and visitors from overseas.

Ensure adequate stock of practice leaflet and any newsletters/information sheets and distribute to patients appropriately.

Able to direct patients requesting access to medical records.

Able to direct requests for information under the Freedom of Information Act.

Understand role of PALS

Keep patient information file up to date.

Ambulance and Patient Transport

Understand practice policy on providing patient transport.

Demonstrate ability to record ambulance requests.

Telephone emergency requests and with relevant information.

Understand different timescales of ambulance availability.

Enter details onto patient records including date/time booked and reference number.

Maintenance of Filing Systems

Able to retrieve and file patients records alphabetically when requested.

Ensure any correspondence filed is in strict date order.

Know relevant person to inform of patient detail changes and ensure information is passed on.

Understand the importance and legal requirements of accurate medical records and implications of mis filed documentation.


Ensure reception area is kept clean and tidy with particular attention to own work station.

Ensure Drs computers are switched on before surgery and all computers are closed down correctly at night.

Check consulting rooms at lunchtimes and evenings and remove dirty pots and change couch roll where necessary – this is covered under Infection control.

Check waiting room at lunchtimes and at end of day and ensure it is tidy – this is covered under Health & safety.

Handle payments to the practice by cash.

Keep records of financial transactions.

· Carry out cleaning in accordance with practice spillage policy if necessary – this is covered under Health & Safety and Infection control.

· Complete insurance forms and other types patient plan forms as instructed by clinician.· Daily preparation of Doctors rooms and other clinics. This includes providing the Doctor with refreshments if requested

· Ensuring Doctors surgeries are stocked with the necessary paperwork and forms to enable their surgeries to proceed without interruption.

· Maintaining and encouraging adequate security measures, ensuring all clinic rooms are locked when not in use.· Dealing with repeat prescription requests· Assisting patients with registrations and processing paperwork

Emergency Situations

Respond to patients in emergencies, assisting with CPR if required.

React to activated panic alarms in accordance with practice policy.

Understand Evacuation procedure and responsibilities.

Take appropriate action if a patient is rude or aggressive as per practice Zero Tolerance policy.

The above list of duties is not exhaustive and may be subject to change as deemed necessary.

In this role you may be required to work additional hours if instructed to do so by the practice on reasonable notice or, if necessary, for the proper performance of his/her duties to meet the changing needs of the practice.


In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organization. All such information from any source is to be regarded as strictly confidential.Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorized persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the Practice Health & Safety Policy, to include:

Using personal security systems within the workplace according to Practice guidelines;Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks;Making effective use of training to update knowledge and skills;Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards;Reporting potential risks identified.

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation.Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional developmentTaking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work


The post-holder will strive to maintain quality within the Practice, and will:

Alert other team members to issues of quality and riskAssess own performance and take accountability for own actions, either directly or under supervisionContribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performanceWork effectively with individuals in other agencies to meet patients needsEffectively manage own time, workload and resources


The post-holder should recognize the importance of effective communication within the team and will strive to:

Communicate effectively with other team membersCommunicate effectively with patients and carersRecognize people’s needs for alternative methods of communication and respond accordingly

Employment issues:

Give notice of periods of absence and leave

Participate in regular reviews of personal development plans

Co-operate in maintaining a staffing roster for providing adequate levels of care within the practice

Assist management in maintaining compliance standards with agreed standards

Promote and implement practice policies and procedures

Cooperate in the effective resolution of team conflicts

Attends practice meetings as required

Keep to dress code required by the [practice, both in terms of any uniform and personal appearance and hygiene

Provide information for DBS check, and inform the Practice Manager of any possible history

Contribution to the Implementation of Services:

The post-holder will:

Apply Practice policies, standards and guidanceDiscuss with other members of the team how the policies, standards and guidelines will affect own workParticipate in audit where appropriate

Required Knowledge and Skills :-

Good organisational skills

Well developed interpersonal skills

Ability to work on own initiative

Good verbal and written communication skills

Resilient and calm under pressure

Able to work within a team

Demonstrates ability to work across multi-professional teams.

Required Training

Using Core Learning modules where necessary :-

Health and Safety

Evacuation Procedures

Fire Training

CPR Training

Child Protection

Safeguarding Adults

Zero Tolerance


Data Protection

Caldicott Principles

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