ReceptionistNHS

Job summary

We are seeking a friendly, organised, reliable and compassionate Receptionist to join our busy NHS GP practice in Southall, serving approximately 5,000 registered patients with a clinical team of 7 GPs.

The successful candidate will be the first point of contact for patients, providing a professional, welcoming and efficient reception service. The role involves face-to-face, telephone and online patient enquiries, appointment administration and general administrative duties to support the smooth day-to-day running of the practice.

The ideal candidate will have excellent communication and customer service skills, a calm and professional manner, and the ability to work effectively in a busy environment while maintaining patient confidentiality and delivering a high standard of care.

Main duties of the job

1. Patient Reception and Customer Service

• Welcome patients and visitors in a friendly, professional and courteous manner.
• Check patients in for appointments and update their arrival status on the clinical system.
• Respond to patient enquiries in person, by telephone and through online communication channels.
• Assist patients with appointment bookings, cancellations and rearrangements in line with practice procedures.
• Treat all patients with dignity, respect, sensitivity and confidentiality.
• Communicate effectively with patients from diverse cultural and linguistic backgrounds.
• Manage difficult or distressed patients calmly and professionally, escalating concerns when necessary.
• Ensure patients who require additional assistance are supported appropriately.

2. Telephone and Appointment Management

• Answer incoming telephone calls promptly and professionally.
• Handle appointment requests in accordance with practice policies and access procedures.
• Direct calls to the appropriate member of the clinical or administrative team.
• Take accurate messages and ensure they are passed to the relevant person in a timely manner.
• Explain practice procedures, appointment arrangements and available services clearly.
• Recognise when a call may require urgent clinical attention and follow the practice's approved escalation procedures.
• Never provide clinical advice beyond the receptionist's level of training and authorised responsibilities.
• Use the practice's clinical computer system, SystmOne,

Job description

1. Patient Reception and Customer Service

• Welcome patients and visitors in a friendly, professional and courteous manner.
• Check patients in for appointments and update their arrival status on the clinical system.
• Respond to patient enquiries in person, by telephone and through online communication channels.
• Assist patients with appointment bookings, cancellations and rearrangements in line with practice procedures.
• Treat all patients with dignity, respect, sensitivity and confidentiality.
• Communicate effectively with patients from diverse cultural and linguistic backgrounds.
• Manage difficult or distressed patients calmly and professionally, escalating concerns when necessary.
• Ensure patients who require additional assistance are supported appropriately.

2. Telephone and Appointment Management

• Answer incoming telephone calls promptly and professionally.
• Handle appointment requests in accordance with practice policies and access procedures.
• Direct calls to the appropriate member of the clinical or administrative team.
• Take accurate messages and ensure they are passed to the relevant person in a timely manner.
• Explain practice procedures, appointment arrangements and available services clearly.
• Recognise when a call may require urgent clinical attention and follow the practice's approved escalation procedures.
• Never provide clinical advice beyond the receptionist's level of training and authorised responsibilities.

3. Clinical System and Administration

• Use the practice's clinical computer system, such as EMIS Web or SystmOne, as applicable.
• Register patient arrivals and update demographic and contact details in accordance with practice procedures.
• Maintain accurate electronic records and administrative information.
• Process incoming and outgoing correspondence as directed.
• Scan, code or file documents in accordance with practice protocols and staff training.
• Support the processing of prescription requests, medical records requests and other administrative tasks within the scope of the role.
• Assist with recalls, patient registrations, appointment lists and other routine administrative work.
• Ensure all information is recorded accurately and handled securely.

4. Confidentiality, Safeguarding and Information Governance

• Maintain strict patient confidentiality at all times.
• Comply with UK GDPR, the Data Protection Act 2018, NHS information governance requirements and practice policies.
• Follow procedures relating to safeguarding children and adults at risk, escalating concerns promptly to the appropriate person.
• Maintain awareness of confidentiality when speaking on the telephone or at the reception desk.
• Verify patient identity and follow the practice's procedures before disclosing information.
• Report any data breaches, confidentiality concerns or incidents to the Practice Manager promptly.

5. General Practice Administration and Teamwork

• Work collaboratively with GPs, nurses, healthcare assistants, managers and other administrative colleagues.
• Support the daily running of reception, ensuring the reception area remains organised and professional.
• Assist with incoming post, emails, document handling and general office duties.
• Follow practice policies, standard operating procedures and health and safety requirements.
• Attend staff meetings, training sessions and appraisals as required.
• Assist colleagues during periods of high demand and provide appropriate cover when required.
• Undertake other reasonable duties consistent with the role and level of responsibility.

About us

We are a small (circa 5000 patients), friendly GP surgery located in Southall Middlesex. We have a dedicated team of seven GP's, two practice Nurses and two HCA's supported by an admin team of 10. We provide a variety of services to our patients in addition to our core responsibilities. We operate phlebotomy clinics 4 days per week and also have physiotherapists two days per week. additionally we are a training Practice and our team is highly motivated.