Receptionist - The Mumbles Medical Practice

Receptionist - The Mumbles Medical Practice We are looking for a receptionist to cover full time for 5 months maternity leave July to November 2026. The role could potentially lead to a permanent post.

Main duties of the job Full time Maternity cover. Candidates must be computer literate, knowledge of EMIS clinical system ready would be beneficial but full training will be provided. Good telephone manner however is essential preferably with previous experience in a surgery or NHS environment would be advantageous. Duties mainly include answering the telephone, reception desk, booking appointments, patient follow up for test results, processing of incoming correspondence.

Responsibilities Maintain and monitor the practice appointment system

Process personal, telephone, and e requests for appointments

Answer incoming phone calls, transferring calls, or dealing with the callers requests appropriately

Initiating contact with and responding to, requests from patients, team members, and external agencies

Data entry of new and temporary registrations and relevant patient information as required

Manage all queries as necessary in an efficient manner

Monitor and maintain the reception area and notice boards

Provide general administrative support such as scanning, copying, supporting clinical team, etc

The role will give you a high level of exposure to many administrative tasks as you work closely with the practice team and is the perfect role for a talented administrator/receptionist who is keen to take on a new challenge within a fast paced environment.

About us Mumbles Medical Practice is within walking distance of the pretty village of Mumbles which is full of character and charm to the west of Swansea Bay. The practice serves a patient population of 7700 patients. The current Practice team consists 5 Partners, Advanced Nurse Practitioner and 3 part time nurses who are supported by the admin team.

Job responsibilities Job Summary:

To provide administrative support and services to all members of the practice team.

Job responsibilities:

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone

Management of appointment system

Ensure total familiarity with appointment systems including regular and incidental variations

Book appointments and recalls ensuring sufficient information is recorded

Monitor flow of patients into the waiting room

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

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

Using your own judgement and communication skills, ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non disruptive manner.

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.

Enter requests for home visits onto the triage screen, ensuring to carefully record all relevant details and referring to duty doctor where necessary.

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 computer as required.

Undertake any other additional duties appropriate to the post as requested by the partners or the practice manager.

Administrative support Provide administrative support to members of the primary health care team in the following areas ensuring appropriate practice records are kept up to date and actions requested within the following system are dealt with in a timely manner.

• Workflow Manager
• Docman

Confidentiality 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 organisation. 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 authorised 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, the practice health & safety manual, and the practice infection control policy and published procedures. This will 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
• Actively reporting of health and safety hazards and infection hazards immediately when recognised
• Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
• Demonstrate due regard for safeguarding and promoting the welfare of children.

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 recognises the importance of peoples rights, interpreting them in a way 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 that is welcoming to and of the individual, is non judgmental and respects their circumstances, feelings priorities and rights.

Training and 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 development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality The post holder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

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

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognise peoples needs for alternative methods of communication and respond accordingly

Contribution to the implementation of services The post holder will:

• Apply practice policies, standards and guidance
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate

Person Specification Qualifications

• GCSE level A-C achieved or equivalent
• Good standard of qualifications required

Additional Criteria

• Strong communication and interpersonal skills both written and verbal
• Ability to remain calm under pressure and work in a fast paced environment
• Competent IT skills, including use of MS Office and patient record systems
• Empathy, discretion, and a patient focused approach
• Ability to work both independently and as part of a team
• Experience working in a healthcare or customer service setting
• Knowledge of local health, care, and voluntary services
• Experience using VISION or EMIS clinical system

Experience

• Excellent customer service skills with a courteous and friendly demeanour
• Excellent IT skills and solid knowledge Microsoft Outlook experience (Excel, Word, Outlook emails, etc.).
• Previous experience in a healthcare or customer service setting is desirable
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