Receptionist @ Station Road Surgery

Job summary

Medical Receptionist GP Practice

Working days/hours

Monday - 8am - 13.00pm

Tuesday - 14.00pm - 18.30pm

Thursday - 8.00am - 13.00pm

Friday - 8.00am - 13.00pm

We are looking for a friendly, organised and enthusiastic Medical Receptionist to join our busy GP Practice team.

As the first point of contact for our patients, you will play a vital role in delivering a welcoming, professional and efficient service. Your responsibilities will include managing appointments, handling telephone and face-to-face enquiries, supporting patients with their needs, and carrying out a variety of administrative tasks, including processing clinical correspondence, Docman and eConsult workflows.

We are seeking someone with excellent communication skills, a caring and compassionate approach, and the ability to multitask in a fast-paced environment.

Why join us? You will become part of a supportive and dedicated team where your contribution is valued, and where you can make a real difference to patients and the local community every day.

Main duties of the job

• Provide a friendly, professional and efficient reception service to patients and visitors.
• Manage patient appointments, registrations and general enquiries, both face-to-face and over the telephone.
• Identify and appropriately direct urgent patient requests in accordance with Practice procedures.
• Handle incoming calls, messages and home visit requests, liaising with clinical staff as required.
• Undertake general administrative duties, including processing clinical tasks, correspondence, Docman and eConsult workflows.
• Maintain accurate and up-to-date patient records, including data entry, scanning and filing documentation.
• Process payments for private services and issue receipts where required.
• Maintain patient confidentiality and comply with Practice policies, data protection and safeguarding requirements.
• Support the wider Practice team to ensure the smooth running of daily operations and delivery of high-quality patient care.
• Maintain a clean, tidy and welcoming reception and waiting room environment.

About us

Station Road Surgery is a friendly and well-established GP practice based in West Wickham. We are committed to providing high-quality patient care and pride ourselves on delivering a professional, compassionate, and patient-centred service. Our dedicated team works collaboratively to support the health and wellbeing of our local community.

We are looking for a dynamic, enthusiastic and motivated individual to join our Reception Team to work in our GP Surgery in West Wickham, Bromley. As the first point of contact for patients, you will play a vital role in providing excellent customer service and ensuring the smooth day-to-day running of the practice.

Job description

Job responsibilities

Key Responsibilities1. Reception and Patient Services

• Provide a welcoming, courteous and efficient reception service to patients and visitors.
• Respond to patient enquiries in person and over the telephone, providing accurate information and assistance.
• Book, amend and cancel appointments, including new and follow-up appointments, in accordance with Practice procedures.
• Use effective communication skills and sound judgement to identify patients requiring urgent attention, ensuring they are directed appropriately without disrupting the smooth running of the Practice.
• Explain Practice procedures, registration requirements and services to new and temporary patients, ensuring all necessary documentation is completed.
• Maintain a clean, tidy and welcoming reception and waiting room environment.

2. Telephone and Communication

• Answer incoming telephone calls promptly and professionally, directing enquiries to the appropriate person or department.
• Take accurate messages and ensure they are communicated to the relevant team members in a timely manner.
• Liaise with the Duty Doctor regarding home visit requests, following Practice protocols.
• Communicate effectively and sensitively with patients, carers, healthcare professionals and external organisations.
• Handle confidential and sensitive information with discretion and professionalism.

3. Administrative Duties

• Undertake a range of general administrative duties to support the efficient operation of the Practice.
• Process clinical and administrative tasks accurately and within agreed timescales.
• Manage and action Docman correspondence and workflows, ensuring documents are appropriately processed and allocated.
• Monitor and process eConsult requests in accordance with Practice procedures, escalating clinical concerns to the appropriate team members.
• Enter and update patient information accurately on the clinical computer system.
• Scan and attach incoming correspondence and relevant documentation to the correct patient medical records.
• Support the clinical and administrative teams with other duties as required.

4. Patient Records and Information Management

• Maintain accurate, complete and up-to-date patient records in accordance with Practice policies.
• Retrieve, organise and re-file paper medical records where required, ensuring appropriate filing procedures are followed.
• Ensure patient records and documentation are maintained in good condition and stored securely.
• Handle all patient information in accordance with confidentiality requirements, UK GDPR and Practice information governance policies.

5. Payments and Private Services

• Provide patients with information regarding fees for private and non-NHS services.
• Accept payments, issue receipts and maintain accurate records of transactions in accordance with Practice procedures.

6. Teamwork and General Responsibilities

• Work collaboratively with GPs, nurses, administrative colleagues and the wider Practice team to ensure a high standard of patient service.
• Support colleagues during busy periods and contribute to the effective day-to-day running of the Practice.
• Follow all Practice policies and procedures, including safeguarding, health and safety, infection prevention and control, and confidentiality.
• Attend relevant training, staff meetings and development activities as required.
• Undertake any other reasonable duties appropriate to the role, as directed by the Practice Manager or the Partners.

Person Specification

Qualifications

Essential

• Essential Skills and Qualities
• Excellent verbal and written communication skills.
• Friendly, compassionate and patient-focused approach.
• Strong organisational skills and attention to detail.
• Ability to multitask, prioritise workloads and remain calm under pressure.
• Good IT skills and confidence using computer-based systems.
• Ability to work independently and as part of a team.
• Professional, reliable and flexible approach to work.
• Understanding of the importance of patient confidentiality and data protection.

Desirable

• Previous experience working in a GP Practice, NHS or other healthcare setting.
• Experience in a reception, customer service or administrative role.
• Familiarity with GP clinical system - Emis Web, Docman and eConsult.

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

Station Road Surgery

Address

74 Station Road

West Wickham

Kent

BR4 0PU

United Kingdom

Employer's website

https://srswestwickham.co.uk/ (Opens in a new tab)