Receptionist

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