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Elsdale Street Surgery

Patient Services Lead (Reception)

The closing date is 29 August 2025

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Job summary

We are looking for a candidate with proven Primary Care experience and EMIS web experience.

We are looking for a creative, proficient, and highly motivated individual who wishes to develop in a forward-thinking, family-focused Surgery.

To lead the Patient Services team and support our GP Triager daily in all manner of administrative tasks associated with booking appointments to fill clinical sessions for GPs and HCPs.

Our practice boasts regular team meetings, staff lunches and a host of activities to be involved in within the wider community, amongst the team, and through volunteering opportunities.

Main duties of the job

The right candidate must have experience in Primary Care and must be proficient with EMIS. IT literacy and experience in leading teams is another important skill we are looking for.

The right candidate will have a friendly manner when talking with patients and will work to go the extra mile in helping the patients with their needs.

The role is to lead and work within the Patient Services team who handle all administrative tasks associated with patient care. Responsibilities include, though are not limited to: greeting and booking in patients on the Front Desk, directing patients, signposting, patient registration, booking appointments, processing of information (electronic and hard copy), and assisting patients as required.

To act as the central point of contact for patients, the distribution of information, messages, and inquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers

About us

Elsdale Street Surgery is a practice comprised of 25 team members: 3 GP Partners, 6 Salaried GPs, 1 trainee GP, 3 Practice Nurses, a Healthcare Assistant, and a Clinical Pharmacist. Our Patient Services team provides all administration support for our healthcare professionals, including a medical secretary and document coders.

We are a patient-centered practice focusing on creating a collaborative work environment. We are dedicated to improving the lives of our team and providing activities and support to enable our colleagues to put the patient first

Details

Date posted

13 August 2025

Pay scheme

Other

Salary

£28,000 a year + opportunity to work some weekends (enhanced pay) and overtime

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

A2905-25-0003

Job locations

28, Elsdale St

London

E9 6QY


Job description

Job responsibilities

Job Description

To provide an efficient and effective service to patients. To lead and support Patient Services and the wider Surgery team in their efforts to deliver a patient-focused, high-quality clinical service to our patients incorporating online services and face-to-face services where appropriate.

Opening and Closing Duties

Work on a rota basis to cover early shifts and extended access late shifts as and when required.

Book appointments.

Register patients.

Manage general inquiries from patients

Support the issuing of prescriptions.

Welcome patients to the Practice.

Provide a patient liaison.

Liaise with other providers on behalf of patients and clinicians such as hospitals.

Clinician Support

Receive and record requests for home visits appropriately and accurately.

IT & Computer literacy.

To input required information onto the computer, including registrations and deductions.

To enter newly registered patient's details onto the computer and keep registrations up to date.

To book patient appointments.

Process change of address forms by transferring new data onto the computer.

General Clerical responsibilities.

Recall patients to the Surgery by phone, text and/or letter following their results or hospital visits as requested by the doctors.

Ensure that all Clinicians rooms are kept well stocked.

When required, cover for absent colleagues.

Start and End of Day Procedures (depending on hours worked)

If first to arrive, open up the Surgery premises at the start of the day, dealing with alarm and make all necessary preparations to receive patients.

Make sure the front shutter is open and the glass front doors are unlocked

Ensure that the telephone system is fully operational at the beginning of the day.

If you are the last receptionist to leave the premises, ensure that the two patio fire doors are locked, the front shutter is down and the glass front doors are locked.

At the end of the day ensure that the reception area is left tidy and ready for incoming colleagues, together with information regarding unsolved or urgent problems.

Training - stay up to date with all compulsory and additional training requirements communicated to you by the Practice Manager.

Be prepared to receive in-house or undergo course training as and when necessary. If there are other areas of interest or significance where you would like training please discuss with the Practice Manager.

Any other duties which may be required and agreed with the Practice Manager.

Experience of working in a Primary Care setting.

Experienced in using EMIS Web.

Courteous, and helpful.

Someone with a polite telephone manner and with an attention to detail.

An ability to remain calm under pressure.

Initiative and enthusiasm.

Good communication skills.

Well organized and methodical.

Someone who can get on well with colleagues and can work as part of a team.

Willingness to learn and ambitious to progress with their career.

Job description

Job responsibilities

Job Description

To provide an efficient and effective service to patients. To lead and support Patient Services and the wider Surgery team in their efforts to deliver a patient-focused, high-quality clinical service to our patients incorporating online services and face-to-face services where appropriate.

Opening and Closing Duties

Work on a rota basis to cover early shifts and extended access late shifts as and when required.

Book appointments.

Register patients.

Manage general inquiries from patients

Support the issuing of prescriptions.

Welcome patients to the Practice.

Provide a patient liaison.

Liaise with other providers on behalf of patients and clinicians such as hospitals.

Clinician Support

Receive and record requests for home visits appropriately and accurately.

IT & Computer literacy.

To input required information onto the computer, including registrations and deductions.

To enter newly registered patient's details onto the computer and keep registrations up to date.

To book patient appointments.

Process change of address forms by transferring new data onto the computer.

General Clerical responsibilities.

Recall patients to the Surgery by phone, text and/or letter following their results or hospital visits as requested by the doctors.

Ensure that all Clinicians rooms are kept well stocked.

When required, cover for absent colleagues.

Start and End of Day Procedures (depending on hours worked)

If first to arrive, open up the Surgery premises at the start of the day, dealing with alarm and make all necessary preparations to receive patients.

Make sure the front shutter is open and the glass front doors are unlocked

Ensure that the telephone system is fully operational at the beginning of the day.

If you are the last receptionist to leave the premises, ensure that the two patio fire doors are locked, the front shutter is down and the glass front doors are locked.

At the end of the day ensure that the reception area is left tidy and ready for incoming colleagues, together with information regarding unsolved or urgent problems.

Training - stay up to date with all compulsory and additional training requirements communicated to you by the Practice Manager.

Be prepared to receive in-house or undergo course training as and when necessary. If there are other areas of interest or significance where you would like training please discuss with the Practice Manager.

Any other duties which may be required and agreed with the Practice Manager.

Experience of working in a Primary Care setting.

Experienced in using EMIS Web.

Courteous, and helpful.

Someone with a polite telephone manner and with an attention to detail.

An ability to remain calm under pressure.

Initiative and enthusiasm.

Good communication skills.

Well organized and methodical.

Someone who can get on well with colleagues and can work as part of a team.

Willingness to learn and ambitious to progress with their career.

Person Specification

Qualifications

Essential

  • Educated to GCSE level.
  • Experienced in leading teams.
  • Knowledge of Medical Terminology.
  • Proficient with using Emis Web and other Primary Care software tools.
  • IT literate.
  • A can-do attitude and ability to motivate others.
  • Able to multitask and manage their time efficiently.
  • Flexibility.

Desirable

  • At least 3-5 years of experience leading teams within Primary Care.
Person Specification

Qualifications

Essential

  • Educated to GCSE level.
  • Experienced in leading teams.
  • Knowledge of Medical Terminology.
  • Proficient with using Emis Web and other Primary Care software tools.
  • IT literate.
  • A can-do attitude and ability to motivate others.
  • Able to multitask and manage their time efficiently.
  • Flexibility.

Desirable

  • At least 3-5 years of experience leading teams within Primary Care.

Employer details

Employer name

Elsdale Street Surgery

Address

28, Elsdale St

London

E9 6QY


Employer's website

https://www.elsdalestreetsurgery.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Elsdale Street Surgery

Address

28, Elsdale St

London

E9 6QY


Employer's website

https://www.elsdalestreetsurgery.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Jorge Goncalves

jorge.goncalves@nhs.net

Details

Date posted

13 August 2025

Pay scheme

Other

Salary

£28,000 a year + opportunity to work some weekends (enhanced pay) and overtime

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

A2905-25-0003

Job locations

28, Elsdale St

London

E9 6QY


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