Receptionist / Administrator

We are currently looking to recruit a Receptionist / Administrator to provide high-quality, patient focused service to patients and support with the efficient, smooth completion of back-office functions.

Main duties of the job

The post holder will act as the first point of contact for patients and visitors, while also supporting clinical and non-clinical staff through accurate administrative processes, including document management, coding, and information governance responsibilities.

About us

Great Witley Surgery is a rural dispensing practice with a list size of 7,400 patients.

We have a clinical team of 4 GP Partners, 3 Salaried GP's, Pharmacist, Pharmacy Technicians, 3 Practice Nurses and 2 Healthcare Assistants. The practice is supported by our teams of receptionists, administrative and dispensing staff.

We pride ourselves on providing a caring and responsive service to our patients.

Job responsibilities

Key Duties and Responsibilities

• Provide a professional, courteous, and efficient reception service to patients and visitors.
• Answer incoming telephone calls promptly, dealing with enquiries, signposting, and appointment booking.
• Manage patient queries both face-to-face and via telephone in a calm and effective manner.
• Register new patients in line with practice procedures, including accurate data entry.
• Book, amend, and cancel appointments using the clinical system.
• Ensure patient confidentiality is maintained at all times in line with GDPR and NHS standards.
• Manage waiting room flow and communicate delays appropriately.

2. Administrative Duties

• Provide general administrative support to the practice team.
• Process incoming and outgoing post, including scanning, distribution, and prioritisation.
• Maintain accurate and up-to-date patient records.
• Undertake filing, photocopying, and document management tasks.
• Assist with insurance reports, medical forms, and private work administration where required.

3. Document Management (Docman10)

• Scan and process clinical correspondence using Docman10.
• Accurately workflow documents to appropriate clinicians or teams in a timely manner.
• Code clinical information from correspondence into the patient record using agreed clinical coding standards (e.g. SNOMED CT).
• Ensure all documents are filed correctly and in accordance with practice protocols.
• Identify urgent or abnormal results and escalate in line with practice procedures.

4. Medical Records Management & GDPR Compliance

• Record, process, and oversee requests for access to medical records in line with UK GDPR and Data Protection Act 2018.
• Manage Subject Access Requests (SARs), ensuring: Requests are logged, tracked, and completed within statutory timeframes. Identity verification processes are completed. Appropriate redaction of third-party information is undertaken.
• Apply and process fees for medical record copies or private reports where appropriate and in line with current legislation and practice policy.
• Liaise with clinicians regarding complex or sensitive record requests.
• Ensure secure handling, storage, and transfer of patient information at all times.

5. Clinical System & Data Quality

• Maintain accurate patient demographic and clinical data.
• Support data quality initiatives, including coding accuracy and record completeness.
• Use clinical system (EMIS) effectively to support practice operations.
• Assist with audits and data searches where required.

6. Communication & Team Working

• Work collaboratively with clinicians, administrative staff, and management.
• Participate in team meetings and contribute to service improvement.
• Escalate issues, complaints, or risks appropriately.
• Support new staff with induction and training where required.

7. Health & Safety / Compliance

• Adhere to practice Health & Safety policies and procedures.
• Maintain awareness of safeguarding responsibilities and escalate concerns appropriately.
• Support infection prevention and control measures within the reception environment.
• Comply with all practice policies including confidentiality, information governance, and equality & diversity.

8. Additional Duties

• Support extended access or enhanced service delivery where required.
• Undertake any other reasonable duties as requested by the Practice Manager or Partners.

Person Specification Experience

• Experience in a customer-facing or administrative role.
• Excellent communication and interpersonal skills.
• Strong organisational skills and attention to detail.
• Ability to work under pressure and manage competing priorities.
• IT literate with experience of Microsoft Office systems.
• Understanding of confidentiality and data protection.
• Previous experience working in a GP practice or NHS setting.
• Experience using Docman10.
• Knowledge of clinical systems (e.g. EMIS, SystmOne).
• Understanding of UK GDPR and Subject Access Requests.
• Familiarity with medical terminology and clinical coding.

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.