Receptionist
Job summary
We are looking for a friendly, professional Receptionist to join our team and provide a welcoming first point of contact for patients, service users and visitors.
We are looking for a flexible team member to work approximately 10-15 hours per week, including Thursday and Friday afternoons. The successful candidate will be able to work a combination of morning or afternoon shifts, with flexibility to support the changing needs of the business.
This is a predominantly patient-facing role, involving meeting and greeting patients, answering telephone calls, responding to enquiries, and signposting individuals to the most appropriate service or team member.
The role may also include a small amount of administrative work shared across the reception team, such as handling emails, forwarding paperwork and supporting general day-to-day practice administration.
This position has been created to strengthen our existing reception team and provide additional support during busy periods, helping us maintain a high standard of patient care and customer service.
Joining our team offers the opportunity to work in a supportive and collaborative environment where every team member plays an important role in delivering excellent patient experiences. We are looking for someone who enjoys helping others, works well as part of a team and takes pride in providing outstanding customer service while making a positive difference to our local community.
Main duties of the job
This is a predominantly patient-facing role, involving meeting and greeting patients, answering telephone calls, responding to enquiries, and signposting individuals to the most appropriate service or team member.
The role may also include a small amount of administrative work shared across the reception team, such as handling emails, forwarding paperwork and supporting general day-to-day practice administration.
We actively encourage professional development and are committed to helping our staff reach their full potential. This role provides excellent opportunities to gain a wider understanding of general practice and develop skills across a broad range of administrative and patient services functions.
About us
Wood Lane Medical Centre is a well-established and busy general practice located in Ruislip. The surgery provides primary care services to a population of over 11,300 registered patients, offering a broad range of general medical services within a welcoming and supportive environment.
The practice is staffed by a dedicated multi-disciplinary team, comprising both clinical and administrative professionals who work collaboratively to deliver high quality, patient centred care. The surgery operates Monday to Friday, from 8.00am to 6.30pm, ensuring accessible healthcare provision throughout the working week.
Conveniently situated close to local shops and strong public transport links, including the London Underground and multiple bus routes, Wood Lane Medical Centre is easily accessible for patients, staff and visitors.
The organisation is committed to fostering a supportive, friendly and efficient working culture, underpinned by high standards of professionalism, patient service and teamwork. Staff members are encouraged to contribute to continuous improvement and to uphold the practices longstanding reputation for excellent primary care.
Job description
Job responsibilities
Job Summary
We are looking to appoint a receptionists/administrator to join our busy GP practice who will be the first point of contact for patients, contractors, and visitors as well as carrying out general office management tasks.
You will be responsible for the general administrative and reception duties within the Practice and work with our established processes, policies and procedures to provide a comprehensive high quality service and deal efficiently and courteously with patient enquiries.
You will have excellent communication skills, a compassionate and friendly nature who can operate in a busy environment with a range of people and professions, as you will be working our clinical and administration teams.
Your regular duties in this role will be dealing with telephone, face to face and electronic enquiries, booking and/or amending patient appointments and home visits, contacting patients to provide information from the clinical team and assisting patients to access our services and those available in the wider community.
This role is ideal for someone who is highly organised and an effective communicator who can provide a professional and warm welcome to our patients, ensuring every contact is of the highest quality.
IT skills are essential.
Job Responsibilities
RECEPTION
Receiving patients, consulting with members of practice team
Processing personal and telephone requests for appointments, telephone consultations and ensuring callers are directed to the appropriate healthcare professional
Register new patients, temporary residents and any requiring immediate and necessary treatment, carefully checking all details for accuracy and enter on computer registration link
Taking messages and passing on information
Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
Ensure that system is operational at the beginning of each day and switched over to night service and that the answer phone operational at the end of each day.
GENERAL ADMINISTRATION
Opening up/locking up of practice premises and maintaining security in accordance with practice protocols
Processing and distributing incoming and outgoing mail
Filing and retrieving paperwork
Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
Providing clerical assistance to practice staff as required, including word/data processing, filing, photocopying, and scanning
Monitoring of stationery and other supplies
Keeping the reception area, notice boards, leaflet etc. tidy and presentable
Cover sickness/annual leave and work reasonable overtime when required, including some weekends.
Perform any other relevant and reasonable duties that may be requested by the Reception Manager, Practice Manager or Partners.
Undertake statutory and mandatory training as required.
APPOINTMENT SYSTEM MANAGEMENT
Book/edit/cancel appointments and recalls ensuring sufficient information is recorded to retrieve medical record.
Monitor effectiveness of the system and report any problems or variations required.
Deal with home visit requests, carefully noting all details
Arrange transport to hospital appointments for housebound patients
MEDICAL RECORDS MANAGEMENT
Ensure that all records are accurately compiled in advance for each consulting session.
Processing repeat prescriptions in accordance with practice guidelines
Handing completed repeat prescriptions to patient and checking names and address.
Other Job Responsibilities
CONFIDENTIALITY
Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.
Maintain an awareness of the Freedom of Information Act.
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
Person Specification
Experience
- Experience:
- Previous experience in a customer service, reception, administrative or patient-facing role.
- Experience handling telephone enquiries and providing excellent customer service.
- Experience working in a busy environment with competing priorities.
- Understanding of patient confidentiality, data protection and information governance requirements.
- Knowledge of appointment booking systems and patient registration processes.
- Ability to support service improvement and contribute positively to team development.
Personal Attributes
- Friendly, approachable and professional manner.
- Reliable, punctual and flexible.
- Empathetic and patient, with a genuine desire to help others.
- Positive attitude and willingness to learn new skills.
- Commitment to providing excellent patient care and customer service.
- Ability to maintain confidentiality and professionalism at all times
- Interest in developing a career within primary care or healthcare administration.
- Willingness to undertake further training and professional development opportunities.
Qualifications
- Qualifications & Experience:
- Educated to GCSE level (or equivalent), including English and Mathematics.
- Previous experience in a customer service, reception, administrative or patient-facing role.
- Experience handling telephone enquiries and providing excellent customer service.
- Experience working in a busy environment with competing priorities.
- Previous experience working in a GP practice, NHS setting or healthcare environment.
- Knowledge of GP practice procedures and primary care services.
- Experience using clinical systems such as EMIS Web, SystmOne or similar.
- Experience undertaking administrative duties, including handling correspondence and processing paperwork.
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
Wood Lane Medical Centre
Address
2a Wood Lane
Ruislip
HA4 6ER
United Kingdom
Employer's website
https://www.woodlanesurgery.nhs.uk/