# Receptionist **Company**: KS Medical Centre **Location**: Southall **Work arrangement**: onsite **Job type**: full-time **Salary**: Depending on experience **Category**: Healthcare **Industry**: Healthcare **Apply**: https://www.jobs.nhs.uk/candidate/jobadvert/A1614-26-0002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_0d949c57-473 ## Description 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. **Main duties of the job** **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. **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, **Clinical System and Administration** - 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. **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. **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. **Person Specification** **Qualifications** - Good standard of written and spoken English. - Excellent telephone and face-to-face communication skills; polite, empathetic and professional manner. - Reliable, punctual, flexible, approachable and able to work independently and as part of a team. - Understands the importance of patient confidentiality and handling sensitive information appropriately. - Knowledge of UK GDPR, information governance and safeguarding procedures. (Training Provided) - Willingness to undertake mandatory training, follow practice policies and work agreed shifts. **Desirable** - Patient-focused, courteous and able to deal calmly with difficult or distressed patients. - Understanding of NHS primary care services and patient pathways. - Ability to speak additional languages relevant to the local community. - IT Skills - Basic computer literacy, accurate data entry and confidence using electronic systems. - Experience using EMIS Web, SystmOne or similar clinical systems. - Experience working effectively in a busy, demanding environment. **Experience** **Essential** - The ability to work in a team, and the willingness to learn the protocols and procedures that govern General Practice. **Desirable** - Experience of working in a GP Practice ## Skills ### Required - SystmOne - EMIS Web - communication skills - customer service skills - organisational skills ### Nice to have - additional languages - IT skills - basic computer literacy - data entry - electronic systems --- Source: [Apply at jobs.nhs.uk](https://www.jobs.nhs.uk/candidate/jobadvert/A1614-26-0002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)