Receptionist/Administrator

Job description

Job responsibilities

Job Title: Receptionist / Patient Services Advisor

Location: Brentford Family Practice Reports to: Practice Manager Hours: As per contract (shift work may be required)

Brentford Family Practice is looking to recruit a friendly, professional, and organised Receptionist to join our busy primary care team. The Receptionist plays a key role in ensuring the smooth running of the practice by providing an efficient and welcoming service to patients and visitors.

As the first point of contact for patients, the post holder will represent the practice and help ensure that patients are supported in accessing the appropriate healthcare services. The role requires excellent communication skills, the ability to work under pressure in a busy environment, and a commitment to providing high-quality patient care while maintaining strict confidentiality.

Brentford Family Practice is an established NHS GP surgery committed to delivering high-quality, patient-centred healthcare to the local community. The practice has a multidisciplinary team including GPs, nurses, healthcare assistants, pharmacists, and administrative staff who work collaboratively to provide safe and effective care.

The practice is dedicated to improving patient access, supporting staff development, and maintaining a professional and welcoming environment for both patients and staff.

• Greet patients and visitors in a polite, friendly, and professional manner.

• Act as the first point of contact for patient enquiries both in person and via telephone.

• Provide assistance and information to patients regarding practice services.

• Direct patients to the appropriate clinician or healthcare service.

• Book, amend, and cancel appointments using the clinical system in accordance with practice protocols.

• Manage clinician appointment schedules including GP, nurse, and healthcare assistant clinics.

• Assist patients with urgent appointment requests and escalate appropriately when necessary.

• Answer incoming calls promptly and manage a high volume of calls effectively.

• Provide clear and accurate information to patients.

• Take messages and ensure they are passed to the appropriate staff member in a timely manner.

• Register new patients and update patient demographic details on the clinical system.

• Scan and file patient documentation into electronic medical records.

• Process incoming and outgoing correspondence.

• Support the management of repeat prescription requests according to practice procedures.

• Signpost patients to the most appropriate service including pharmacies, community services, NHS 111, or urgent care when appropriate.

• Support patients with accessing online services such as the NHS App.

• Maintain strict patient confidentiality at all times.

• Handle patient information in accordance with NHS policies, GDPR, and practice procedures.

• Work collaboratively with clinicians and administrative staff to support the smooth running of the practice.

• Participate in team meetings and training sessions when required.

• Provide cover for colleagues during periods of absence where necessary.

• Ensure the reception and waiting area remain tidy and welcoming.

• Follow all practice policies and procedures including health and safety, safeguarding, and infection control.

• Undertake any other reasonable duties as requested by the Practice Manager to support the effective running of the practice.

Person Specification

Qualifications

Essential

• Qualifications
• Good standard of general education including GCSEs (or equivalent) in English and Mathematics.
• Experience
• Previous experience in a customer service or reception-based role.
• Experience of working in a busy environment and managing multiple tasks.
• Experience dealing with members of the public in a professional manner.
• Skills and Knowledge
• Excellent verbal and written communication skills.
• Strong organisational skills with the ability to prioritise workload.
• Good IT skills including experience using Microsoft Office and computerised systems.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Ability to work effectively both independently and as part of a team.
• Personal Attributes
• Friendly, professional, and approachable manner.
• Ability to remain calm and professional under pressure.
• Reliable, punctual, and flexible.
• Strong attention to detail.
• Commitment to providing high standards of patient care and service.
• Other Requirements
• Willingness to undertake relevant training.
• Understanding of the importance of confidentiality, data protection, and safeguarding.
• Ability to work flexibly to meet the needs of the practice.

Desirable

• Experience
• Previous experience working in a GP practice, NHS organisation, or healthcare setting.
• Experience using NHS clinical systems such as EMIS Web, SystmOne, or Docman.
• Experience managing appointment systems within a healthcare environment.
• Experience handling repeat prescription requests or medical correspondence.
• Skills and Knowledge
• Knowledge of NHS primary care services and how GP practices operate.
• Understanding of patient confidentiality, GDPR, and NHS information governance procedures.
• Familiarity with the NHS App and online patient services.
• Experience in handling confidential medical records.
• Personal Attributes
• Ability to demonstrate initiative and problem-solving skills.
• Willingness to support colleagues and contribute positively to a team environment.
• Interest in developing knowledge within primary care and the NHS.

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

Brentford Family Practice

Address

Brentford Health Centre

Boston Manor Road

Brentford

Middlesex

TW8 8DS

Employer's website

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