About this role
Job summary
Are you an experienced patient coordinator/receptionist with a passion for delivering exceptional customer service
Ladygate Lane Surgery is seeking an experienced and dedicated individual to join our busy, growing practice team in making a positive impact on our local community. This is a part time role 15hours per week.
Main duties of the job
Key Responsibilities:
Ensure the smooth operation of our reception desk with professionalism and organisation. Answering calls, reviewing emails, inbound documents and prescription requests. Act as the primary point of contact, fostering communication between patients, clinicians, and our practice team. Helping signpost patients to services. Deliver consistently high standards of customer service.We value individuals who are organised, adaptable, and personable - committed to delivering excellent customer service. Key attributes we are looking for include:
Previous experience in medical/healthcare reception roles. Excellent communication skills with a clear and polite telephone manner. Ability to maintain confidentiality and discretion with patients. Experience in handling sensitive situations with empathy and professionalism. Strong teamwork and independent problem-solving abilities. Proficient in IT and general administration tasks.
About us
Our practice is led by Dr Z Karim, GP Partner, alongside two other regular GPs. We are supported by a dedicated multidisciplinary team, including a Practice Nurse, Phlebotomist, Healthcare Assistant (HCA), First Contact Physiotherapist, and Clinical Pharmacist. Together, we work to provide a wide range of healthcare services to meet your needs.
Part time vacancy
Monday: 1:30 pm 6:30 pmWednesday: 1:30 pm 6:30 pmFriday: 1:30 pm 6:30 pm
Job description Job responsibilities
The Role:
To ensure the smooth running of the reception desk in a professional and organised manner. To be the focal point of the surgery and to act as a liaison between patients, clinicians and other members of your practice team and to provide a high standard of customer services at all times.
Some flexibility is required to accommodate additional or alternative hours to cover colleagues during annual/sickness leave.
Duties:
1. Greet all patients on arrival ensuring all patients are checked in either manually or via the patient touch screen
2. To answer the telephone dealing with or redirecting enquiries.
3. To handle all face to face general enquiries, referring where necessary.
4. Make new and follow-up appointments including booking interpreters when needed.
5. To be responsible for the call and recall of patient lists as instructed by the Practice Manager including the recall for immunisation/smear targets and test recalls.
6. Responsible for dealing with messages from patients/clinicians or external bodies. To take appropriate action where required.
7. Generate electronic/online repeat prescription requests and allocate as instructed. Prepare repeat prescriptions following practice protocol and set out for verification and signature of doctor.
8. Record requests for home visits and ensure that they are recorded and passed onto relevant clinician.
9. Register new patients following practice policy including enabling secure online access to patients medical records and booking patients for new registration health checks.
10. Open mail and distribute as appropriate. Leave private, confidential and personal mail unopened in Practice Managers tray as directed..
11. Maintain computer databases including the patients PDS records.
12. Ensure that the External and Internal email accounts are viewed on a daily basis and the Workflow tasks are completed appropriately. Log outgoing post/mail as necessary and take responsibility of posting at the end of the day.
13. Take responsibility of the daily incoming electronic document management & the online PATCHS consultation forms
14. Offer all services to patients including, extended opening hours & Community Pharmacy Consultation Services (CPCS) and any future new initiatives.
15. Enter appropriate read codes as instructed by practice.
16. Ensure that there is enough supply of stationary/equipment in all consulting rooms.
17. Ensure that all clinic attendance appointments are confirmed prior to appointment date as per allocation of tasks.
18. Leave reception area tidy and ready for incoming colleagues. Use the EMIS Web as instructed to communicate any outstanding queries to colleagues.
19. Staff working in the evening, to make sure that the premises are fully vacated by patients . Ensuring that the premises are securely locked.
20. Undertake any other duties as instructed by management.
This job description may need to be reviewed or revised from time to time as the practice develops.
ConfidentialityThe post holder will:
Maintain strict confidentiality regarding all patient, staff and practice information.Comply with GDPR, NHS confidentiality requirements and practice policies.Only disclose confidential information to authorised individuals in accordance with practice procedures.Health and SafetyThe successful candidate will:
Follow all practice Health & Safety and Infection Prevention and Control policies.Maintain a safe, clean and tidy working environment.Report hazards, incidents and risks promptly.Attend mandatory training, including annual infection control training.Support safeguarding responsibilities for children and vulnerable adults.Equality, Diversity and InclusionThe post holder will:
Treat all patients, carers and colleagues with dignity, respect and compassion.Promote equality and diversity in accordance with current legislation and practice policies.Provide a welcoming, inclusive and non-judgemental service to everyone.Personal and Professional DevelopmentThe successful candidate will:
Participate in annual appraisals and performance reviews.Undertake mandatory and role-specific training.Take responsibility for their own learning and professional development.QualityThe post holder will:
Maintain high standards of patient care and customer service.Work collaboratively with the wider practice team.Manage their workload effectively and contribute to service improvements.Report quality or safety concerns appropriately.CommunicationThe successful candidate will:
Communicate professionally and effectively with patients, colleagues and external organisations.Recognise and respond to patients' individual communication needs.Work as a supportive and valued member of the practice team.Person SpecificationEssentialExcellent communication and interpersonal skills.Friendly, professional and compassionate manner.Good IT skills and ability to learn new computer systems.Strong organisational and time management skills.Ability to work independently and as part of a team.Ability to remain calm under pressure and prioritise workload.Commitment to confidentiality and excellent customer service.DesirablePrevious experience in a GP practice or NHS setting.Experience using NHS clinical systems (such as EMIS Web).Experience in a receptionist or administrative role.Knowledge of NHS services and patient pathways.We are looking for someone who enjoys working with people, takes pride in delivering excellent patient care and is keen to become an important member of our friendly and supportive practice team.
Person Specification
Qualifications Essential
Qualifications, Experience and Skills Essential GCSEs (or equivalent) in English and Mathematics (Grade C/Level 4 or above). Excellent communication and interpersonal skills. Good IT skills, including Microsoft Office and the ability to learn new clinical systems. Strong organisational skills with good attention to detail. Ability to work accurately under pressure and manage competing priorities. Professional, friendly and empathetic approach to patient care. Ability to maintain strict confidentiality and handle sensitive information appropriately. Reliable, punctual and able to work independently as well as part of a team.
Desirable
Desirable Previous experience working in a GP practice, NHS or healthcare setting. Previous experience in a receptionist, customer service or administrative role. Experience using EMIS Web or another NHS clinical system. Full training will be provided for the successful candidate. We welcome applications from enthusiastic individuals with excellent customer service skills who are keen to learn and develop within a primary care environment.
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name Ladygate Lane Surgery
Address Doctors Surgery
22 Ladygate Lane
Ruislip
Middlesex
HA4 7QU
United Kingdom
Employer's website https://ladygatelanesurgery.co.uk/ (Opens in a new tab)