Medical Receptionist & Administrative Assistant

Medical Receptionist & Administrative Assistant

Forest Health Care is seeking a friendly, organised, and patient focused Medical Receptionist & Administrative Assistant to join our busy GP practice in Gloucestershire. As the first point of contact for our patients, you will play a vital role in delivering high quality care and ensuring the smooth running of the reception and administrative functions.

This role is ideal for someone who enjoys working in a fast paced environment, is adaptable, and has excellent customer service skills.

On a rota basis you will be required to work between the hours of 8.00am and 6.30pm. You will also need to work from our branch surgeries in Ruardean and Westbury-On-Severn.

Main duties of the job

• Welcoming and assisting patients at the reception desk
• Answering telephone calls and managing patient enquiries
• Booking and amending appointments via the clinical system
• Supporting GPs, nurses, and the wider clinical team with admin tasks
• Registering new patients and updating records accurately
• Scanning, filing, and managing clinical correspondence
• Maintaining confidentiality in line with GDPR
• Monitoring patient flow in the waiting area

About us

Forest Health Care is a friendly and supportive practice serving the Gloucestershire community. With multiple surgery sites and a commitment to patient centred care, we value teamwork, development, and staff wellbeing. Visit our website for more information:

Job responsibilities

Key Responsibilities

1. Patient Reception & Front of House Duties

• Greet patients warmly and professionally at the reception desk.
• Manage patient check ins, waiting room flow, and enquiries.
• Answer incoming calls promptly, signposting patients using care navigation guidelines.
• Handle distressed or frustrated patients with empathy and professionalism.
• Maintain confidentiality at all times (in line with GDPR and practice policy).

2. Appointment & Telephone Management

• Book, amend, and cancel appointments on the clinical system - SystmOne.
• Support patients with online booking and NHS App queries.
• Organise follow up appointments as requested by clinicians.
• Identify urgent clinical need and elevate concerns to the duty doctor/nurse where appropriate.

3. Administrative Support

• File, scan, and code correspondence into patient records.
• Support recall systems (e.g., cervical smears, immunisations, chronic disease reviews).
• Manage incoming/outgoing mail, emails, and tasks.

4. Patient Records & Information Management

• Maintain up to date, accurate electronic patient records.
• Register new patients and update demographic details.
• Correct discrepancies in records following practice procedures.
• Adhere strictly to data protection standards and confidentiality policies.

5. Teamwork & Communication

• Work collaboratively with clinicians, reception colleagues, and management.
• Support colleagues during busy periods by sharing workload fairly.
• Communicate effectively across the practice using internal systems (tasks, email, messaging).
• Participate in team meetings and contribute positively to service improvement.

6. Operational & General Duties

• Monitor and restock reception and waiting room resources.
• Follow downtime procedures during IT or system failures.
• Escalate any patient safety concerns to senior staff immediately.
• Participate in mandatory training, appraisals, and development activities.
• Uphold the values of Forest Health Care and represent the practice professionally.

Person Specification Qualifications

• GCSE grade A to C in English and Maths (or equivalent)

Experience

• Reception or customer facing experience
• Work under pressure
• GDPR/confidentiality understanding
• Professional and patient focused
• Reliable and punctual
• Team player
• Shows initiative
• Willingness to train
• Flexibility for cover
• Customer service/admin training
• Use of SystmOne
• Knowledge of NHS processes

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.