About this role
Job summary
We are looking for an enthusiastic, reliable and efficient Receptionist who will join the Reception team in acting as the first point of contact for patients, visitors, and healthcare professionals. The role involves providing a welcoming, professional, and efficient service, and a mixture of administrative duties that support the smooth day to day running of Reception.
Main duties of the job
The Receptionists acts as the first point of contact for patients and supports the smooth day to day running of the service by managing enquiries, appointments, and patient requests. The role involves accurate use of clinical systems, maintaining confidentiality, supporting patient navigation and triage processes, and supporting delivery of QOF, enhanced services, and local borough services. The role requires strong communication skills, professionalism, and a patientfocused approach.
About us
We are a friendly, high-achieving practice based in the borough of Kensington and Chelsea. We care for 13,400+ patients and offer a mixture of patient services, including a Minor Surgery Hub. Our practice team includes salaried GPs, Pharmacists, Nurses, a HCA, Social Prescriber and Administrative and Reception teams. We have high patient satisfaction and were rated as Good in our last CQC inspection.
Job description Job responsibilities
The following are the main duties and responsibilities of the Receptionist. There may be a requirement to carry out other tasks which will be dependent upon factors such as workload, staffing levels and the needs of the practice:
Acting as the first point of contact for patients, carers, visitors, and staff, providing a friendly, professional, and patientfocused service. Handling telephone calls, online requests (via the practices online consultation provider, PATCHS), and facetoface enquiries efficiently, ensuring patients are supported and signposted appropriately. Supporting patient navigation and triage by gathering relevant nonclinical information and following agreed practice guidelines and clinical skill mix. Accurately using NHS clinical systems, e.g. SystmOne, AccuRx, PATCHS, to update patient records, process correspondence from patients and external organisations. Supporting delivery of NHS services including QOF, enhanced services, vaccination programmes, and call recall processes Performing a range of administrative duties including scanning and coding of clinical letters, patient registrations, verifying online requests, monitoring the practices email account, and appropriately booking patient appointments.
Person Specification
Qualifications Essential
A good standard of education with an expectation of having both GCSE Maths and English at Grade C (Level 4) or above, or Functional Skills Level 2 in Maths and English
Desirable
NVQ Level 2 in Health and Social Care
Knowledge and skills Essential
Excellent communication skills and effective in communicating and understanding patient needs Competent in the use of MS Office and Outlook Problem solver with the ability to process information accurately and effectively, interpreting data as required Ability to use own initiative, discretion, and sensitivity Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity Ability to work as a team member and autonomously Excellent communication skills and effective in communicating and understanding staff and patient needs Sensitive and empathetic in distressing situations Good organisational skills Clinical IT system user skills and the ability to record accurate notes Effectively utilise resources Punctual and committed to supporting the team effort High levels of integrity and loyalty Clear, polite telephone manner Flexible and cooperative Motivated Understanding of safeguarding adults and children Demonstrate personal accountability, emotional resilience and work well under pressure Knowledge of and ability to work to key policies and procedures
Experience Essential
Experience of working with the general public Experience of working in a healthcare setting Experience of administrative duties
Desirable
Experience of using SystmOne
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.
Employer details Employer name Holland Park Surgery
Address Kensington Central Library
12 Phillimore Walk
London
W8 7RX
United Kingdom
Employer's website https://www.hollandparksurgery.org.uk/ (Opens in a new tab)