About this role
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,
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.
Job description Job responsibilities 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 ManagementAnswer 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 AdministrationUse 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 GovernanceMaintain 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 TeamworkWork 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 Essential
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
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 KS Medical Centre
Address 33 Dormers Wells Lane
Southall
Middlesex
UB1 3HY
United Kingdom
Employer's website https://www.ksmedicalcentre.co.uk/ (Opens in a new tab)