Receptionists

To provide a welcoming, safe and efficient first point of contact for patients accessing clinical services. The Clinical Receptionist ensures smooth patient flow, accurate management of clinical information, and timely support to clinicians. This role contributes directly to patient experience, service quality, and the safe operation of the clinical environment., Patient Reception & Front-of-House Care

• Greets patients with professionalism, empathy and reassurance, recognising that many may be anxious, unwell or vulnerable.
• Provides clear information about check-in, waiting times, and processes
• Supports patients with accessibility needs (mobility, sensory needs, language barriers) and escalates concerns appropriately.
• Manages busy waiting areas calmly, maintaining a safe and respectful atmosphere
Appointment & Clinical Workflow Coordination
• Books, amends and coordinates appointments following clinical priority protocols (training provided).
• Identifies urgent or same-day clinical requests and escalates according to triage guidelines.
• Helps maintain efficient clinical sessions by ensuring clinicians schedules run smoothly
• Supports handling of repeat prescription requests and directs clinical queries to appropriate staff.
Confidentiality, Data Protection & Accurate Record-Keeping
• Handles confidential health information (e.g., medical notes, results, patient details) in line with GDPR and clinical governance standards.
• Updates patient records accurately and promptly using clinical systems (full training provided)
• Ensures correct patient identity verification to maintain patient safety.
• Processes clinical documents such as referrals, hospital letters, discharge summaries and results for action.
Telephone & Digital Communication Handling
• Answers calls calmly and professionally, often under pressure and high call volumes.
• Uses clinical judgement boundaries (training given) to recognise urgent calls and escalate appropriately.
• Provides patients with accurate information about services, results handling, repeat prescriptions, and clinical pathways.
• Supports digital care navigation (e-consults, SMS messaging systems, online triage tools).
Safety, Compliance & Clinical Environment Support
• Maintains a safe and clean reception and waiting area in line with infection control guidance.
• Follows safeguarding procedures and escalates concerns immediately.
• Supports emergency protocols, including contacting clinical staff if a patient deteriorates in the waiting room.
• Adheres to confidentiality, incident reporting and clinical governance procedures.
Teamwork & Integrated Clinical Support
• Works collaboratively with clinicians, nurses, practice managers and administrative teams.
• Supports colleagues during busy clinics or staff shortages.
• Contributes to a positive, respectful, values-based team culture.
• Participates in mandatory training and role-specific development.
This job description seeks to outline the key duties and responsibilities of the post holder and is not a definitive document and does not form part of the main statement of terms and conditions. This job will be reviewed periodically and changes may be made in consultation with the post-holder. Job description, Patient Reception & Front-of-House Care
• Greets patients with professionalism, empathy and reassurance, recognising that many may be anxious, unwell or vulnerable.
• Provides clear information about check-in, waiting times, and processes
• Supports patients with accessibility needs (mobility, sensory needs, language barriers) and escalates concerns appropriately.
• Manages busy waiting areas calmly, maintaining a safe and respectful atmosphere
Appointment & Clinical Workflow Coordination
• Books, amends and coordinates appointments following clinical priority protocols (training provided).
• Identifies urgent or same-day clinical requests and escalates according to triage guidelines.
• Helps maintain efficient clinical sessions by ensuring clinicians schedules run smoothly
• Supports handling of repeat prescription requests and directs clinical queries to appropriate staff.
Confidentiality, Data Protection & Accurate Record-Keeping
• Handles confidential health information (e.g., medical notes, results, patient details) in line with GDPR and clinical governance standards.
• Updates patient records accurately and promptly using clinical systems (full training provided)
• Ensures correct patient identity verification to maintain patient safety.
• Processes clinical documents such as referrals, hospital letters, discharge summaries and results for action.
Telephone & Digital Communication Handling
• Answers calls calmly and professionally, often under pressure and high call volumes.
• Uses clinical judgement boundaries (training given) to recognise urgent calls and escalate appropriately.
• Provides patients with accurate information about services, results handling, repeat prescriptions, and clinical pathways.
• Supports digital care navigation (e-consults, SMS messaging systems, online triage tools).
Safety, Compliance & Clinical Environment Support
• Maintains a safe and clean reception and waiting area in line with infection control guidance.
• Follows safeguarding procedures and escalates concerns immediately.
• Supports emergency protocols, including contacting clinical staff if a patient deteriorates in the waiting room.
• Adheres to confidentiality, incident reporting and clinical governance procedures.
Teamwork & Integrated Clinical Support
• Works collaboratively with clinicians, nurses, practice managers and administrative teams.
• Supports colleagues during busy clinics or staff shortages.
• Contributes to a positive, respectful, values-based team culture.
• Participates in mandatory training and role-specific development.
  
  Qualifications
Desirable
• Customer Service NVQ Level 2
Experience Essential
• Previous experience of working with members of the public.
Desirable
• Primary Care Information Systems e.g, Emis Web.
• Basic level of understanding of primary care and clerical services within general practice.
Person Specification Qualifications Desirable
• Customer Service NVQ Level 2
Experience Essential
• Previous experience of working with members of the public.
Desirable
• Primary Care Information Systems e.g, Emis Web.
• Basic level of understanding of primary care and clerical services within general practice.
  
  The Key Medical Practice is owned and operated by Principal Medical Limited (PML), which works in partnership with the NHS to deliver primary care services in GP practices and community settings.
Founded in 2004 as a not-for-profit organisation by local GPs, PML was established to enable healthcare professionals to develop and deliver innovative services at scale. Today, 70% of GP practices in Oxfordshire and 22% in Northamptonshire are associated with the Federation. PML is the largest GP Federation in Oxfordshire and South Northamptonshire, serving nearly 800,000 patients. We believe local providers are best placed to deliver high-quality, cost-effective care that meets community needs. With over 20 years of experience, PML has a strong track record of delivering NHS, ICB and Public Health services. Our work is guided by five core values: being Compassionate, Competent, Courteous, Collaborative and Committed. We welcome applicants from diverse backgrounds and those with protected characteristics under the Equality Act 2010.