About this role
Job summary
We are looking for a friendly, organised, and professional individual to join our team as a front-of-house receptionist/admin. You will be the first point of contact for patients and visitors, delivering a high standard of customer service at all times and creating a welcoming environment.
In this role, you will greet patients face to face or via telephone, respond to enquiries, and ensure they are directed to the most appropriate service or healthcare professional in an efficient and courteous manner. You will also support patients and colleagues in using new technologies and systems introduced within the practice, helping to improve access and overall patient experience.
This is an excellent opportunity for someone who has good communication skills, is personable, proactive, and confident using digital systems, with a strong commitment to providing outstanding patient care.
Main duties of the job
Welcome all patients and visitors in a friendly, professional, and positive manner at all timesAnswer incoming external and internal telephone calls, dealing with enquiries or redirecting as appropriateSupport clinicians during surgeries, providing assistance where requiredProcess prescription/emails requests in line with practice policies and guidelinesHandle patient enquiries efficiently and book new and follow-up appointmentsManage requests for home visits in accordance with Practice Policy and ensure all visits are appropriately actionedCommunicate test results to patients via agreed methods (in person, by telephone, or electronically), where appropriateBook interpreter services to support patient communication needsArrange appointments for medical examinations and prepare notes for completion of medical reportsProcess incoming correspondence and practice notes daily, taking appropriate actionLiaise with system providers (clinical software and telephone services) to report and resolve any technical issues
About us
We are a friendly, supportive, and patient-focused GP practice committed to delivering high-quality care to our local community. Our team takes pride in creating a welcoming and professional environment where patients feel respected, valued, and well supported.
We foster a positive and inclusive workplace culture, where teamwork, mutual respect, and open communication are at the heart of everything we do. Everyone in our practice plays an important role, and we work collaboratively to ensure the best outcomes for our patients.
Why Join Our Team?A supportive and approachable team environmentA strong focus on teamwork and collaborationOpportunities to learn and develop new skills, including digital systems and patient servicesA practice that values innovation and continuous improvementA rewarding role where you can make a real difference in your community
Job description Job responsibilities
BROOM ROAD MEDICAL PRACTICE
JOB DESCRIPTION
JOB TITLE: RECEPTIONIST/ADMIN
RESPONSIBLE TO: PRACTICE MANAGER
Job Summary:
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
Postholder must be signed in 10mins before starting time ensure the smooth running of the practice.
Job Responsibilities:
AdministrationTo have a thorough knowledge of all Practice procedures.
To work in accordance of written protocols
Pulling/filing notes for surgeries if required.
Dealing with incoming emails.
Photocopy as requested.
Receiving registrations from new patients Obtaining all the relevant information and checks.
Receiving patients change of address have knowledge of Practice area.
Receiving repeat prescription requests in accordance with Practice guidelines
ReceptionReceiving patients consulting with members of Practice team
Handing completed repeat prescriptions to patient and checking names and address.
Be able to cover all reception position as necessary
Holiday/sickness cover if needed.
AppointmentsProcess appointment requests for the day and future appointments from patients by telephone and in person.
To cancel appointments as and when required.
Deal with visits requests.
Assisting patients to the appropriate services or healthcare providers in a courteous manager.
TelephoneHave working knowledge of the telephone system Daisy Comms.
Other TasksEnsure building security when opening up and closing have knowledge of doors/windows/alarm.
Open and check all clinical rooms of a morning and replenish as required.
Open all doors in the Admin areas.
Check all fridge temperatures morning and evening these must be recorded in the folders supplied.
End of evening session must check all rooms including Admin areas windows and lock doors.
To change backup tape in the Managers room this must be done every morning.
Any other tasks allocated by managers.
To provide assistance to the practice team when required.
To deal with visitors on arrival.
Post-holder must attend practice meeting via teams or in person when required.
All bins eg clinical and general waste must be emptied daily.
Confidentiality:
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
All staff must be trained in GDPR.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include:
Using personal security systems within the workplace according to Practice guidelines
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
Making effective use of training to update knowledge and skills.
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
Reporting potential risks identified.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation.
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:
Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development, e-learning.
Taking responsibility for own development, learning and performance and demonstrating skills.
Quality:
The post-holder will strive to maintain quality within the Practice, and will:
Alert other team members to issues of quality and risk.
Assess own performance and take accountability for own actions, either directly or under supervision.
Contribute to the effectiveness of the team by reflecting on own and team activities. To make suggestions on ways to improve and enhance the teams performance.
Work effectively with individuals in other agencies to meet patient needs.
Effectively manage own time, workload and resources.
Communication:
The post-holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with other team members.
Communicate effectively with patients and carers.
Communicate effectively with third parties.
Recognise peoples needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services:
The post-holder will:
Apply Practice policies, standards and guidance.
Discuss with other members of the team how the policies, standards and guidelines will affect own work.
Participate in audit where appropriate.
Any other duties that maybe required of the postholder.
Person Specification
Experience Essential
Good verbal and oral communication skills Excellent telephone manner Good knowledge of English language and grammar Ability to work independently, but also as a team member Good IT skills Flexible and adaptable Experience in working in the NHS Experience in working in a GP Practice
Desirable
Experience of working in a GP Practice Experience of working in the NHS Experience of working with the public
Qualifications Essential
O or GSCE Level qualifications in English & Maths or equivalent A demonstrable commitment to professional development Previous experience in dealing with the public Reception experience Good computer skills, Microsoft Word and Excel Excellent interpersonal and communication skills Ability to organise workload priorities Ability to use own judgement and initiative when dealing with problems and enquiries Good verbal and oral communication skills Excellent telephone manner Ability to communicate positively with patients and all members of the practice team and outside organisations Ability to recognise, accept and adhere to the need for strict confidentiality Good knowledge of English language and grammar Ability to work independently, but also as a team member Flexible and adaptable
Desirable
A recognised IT qualification Previous work experience at a GP Practice Experience of the EMIS Web System Knowledge of DOCMAN
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 Broom Road Medical Centre
Address 23 Broom Road
Croydon
Surrey
CR0 8NG
Employer's website https://www.broomroadmedicalpractice.nhs.uk/ (Opens in a new tab)