Job summary
We are looking for an afternoon (1pm - 6.30pm) receptionist.
The Medical Receptionist role is for an enthusiastic, positive, self-motivated individual who can work both independently and as part of our growing team. Our reception team are the first contact for many patients and visitors who come to the surgery. The role varies on a day-to-day basis including greeting patients as they arrive and checking them in, using the clinical system and other software programmes to make appointments, booking patient transport, booking interpreters and dealing with test results. In addition, responding to tasks from clinical and non-clinical staff, liaising with external community services and emergency services and general administration.
Our reception team meet regularly to discuss best practice and ways of improving our service; we work very closely with other teams within the practice and community.
Desired skills
include:
Efficiency and ability to
multi-task
Good communication skills
Discretion and respect for
confidentiality
A friendly, sympathetic/reassuring
manner
Great team-working
Knowledge and use of Microsoft Office
suite
Positive, can-do attitude
Flexibility
From time-to-time
we ask our reception team to cover annual leave of other team members through
working paid over-time. Being flexible is important to us.
Main duties of the job
To act as the first point of contact for anyone
visiting the surgery or calling on the telephone
To receive patients on arrival and direct them
to the correct surgery when required
To deal politely and efficiently with visitors
and, as a member of the practice team, provide a courteous and helpful service
To ensure patient confidentiality is respected
at all times and to adhere to the Data Protection Act
Answer telephone and deal with or re-direct
enquiries, booking appointments etc
Receive prospective patients and register
patients
Answer queries with regard to results of recent
tests e.g. bloods, urine or X-rays. This includes contacting the hospital(s)
for those results if necessary. Inform patients, when directed by a doctor, of
the need to make a follow-up appointment at the Surgery
Cancel appointments, when necessary, contact the
patient(s) and re-book if required
Book patient hospital transport when required
Contact the emergency services when necessary
Liaise with doctors to make appointments for
private medicals when required
At the start of each session period, open the
surgery and GP rooms and ensure that everything is ready for the upcoming
session. Also ensure the patient display is correctly set
At the end of surgery check that the out of
hours message system is working
On leaving the premises ensure the workstation
computers are switched off, doors are locked, windows & skylights shut and,
if last to leave, the alarm is set
About us
Our mission is to
provide an excellent, high quality health experience for all our patients. We
are a large team, supporting approx. 15,000 patients across a catchment area in
the Ealing Borough.
Gordon House
Surgery is an accredited training practice, we train GP Registrars, Nurses,
Pharmacists, HCAs and refugee GPs via training schemes. We have a friendly
ethos and training is at the forefront of our service.
Our team cross
cover and support each other and we have fantastic relationships with the local
community services including pharmacies, ICB and charity organisations
Job description
Job responsibilities
To act as the first point of contact for anyone
visiting the surgery or calling on the telephone
To receive patients on arrival and direct them
to the correct surgery when required
To deal politely and efficiently with visitors
and, as a member of the practice team, provide a courteous and helpful service
To ensure patient confidentiality is respected
at all times and to adhere to the Data Protection Act
Answer telephone and deal with or re-direct
enquiries, booking appointments etc
Receive prospective patients and register
patients
Answer queries with regard to results of recent
tests e.g. bloods, urine or X-rays. This includes contacting the hospital(s)
for those results if necessary. Inform patients, when directed by a doctor, of
the need to make a follow-up appointment at the Surgery
Cancel appointments, when necessary, contact the
patient(s) and re-book if required
Book patient hospital transport when required
Contact the emergency services when necessary
Liaise with doctors to make appointments for
private medicals when required
At the start of each session period, open the
surgery and GP rooms and ensure that everything is ready for the upcoming
session. Also ensure the patient display is correctly set
At the end of surgery check that the out of
hours message system is working
On leaving the premises ensure the workstation
computers are switched off, doors are locked, windows & skylights shut and,
if last to leave, the alarm is set
Job description
Job responsibilities
To act as the first point of contact for anyone
visiting the surgery or calling on the telephone
To receive patients on arrival and direct them
to the correct surgery when required
To deal politely and efficiently with visitors
and, as a member of the practice team, provide a courteous and helpful service
To ensure patient confidentiality is respected
at all times and to adhere to the Data Protection Act
Answer telephone and deal with or re-direct
enquiries, booking appointments etc
Receive prospective patients and register
patients
Answer queries with regard to results of recent
tests e.g. bloods, urine or X-rays. This includes contacting the hospital(s)
for those results if necessary. Inform patients, when directed by a doctor, of
the need to make a follow-up appointment at the Surgery
Cancel appointments, when necessary, contact the
patient(s) and re-book if required
Book patient hospital transport when required
Contact the emergency services when necessary
Liaise with doctors to make appointments for
private medicals when required
At the start of each session period, open the
surgery and GP rooms and ensure that everything is ready for the upcoming
session. Also ensure the patient display is correctly set
At the end of surgery check that the out of
hours message system is working
On leaving the premises ensure the workstation
computers are switched off, doors are locked, windows & skylights shut and,
if last to leave, the alarm is set
Person Specification
Experience
Essential
- Experience working in a customer-facing role, ideally in a busy environment
- (healthcare, hospitality, retail, call centre, etc.)
- Experience handling confidential or sensitive information
- Demonstrated ability to:
- Manage high volumes of telephone calls
- Work with accuracy and attention to detail
- Prioritise workload and multitask effectively
- Experience using computerised systems for:
- Appointment booking
- Data entry
- Email communication
Desirable
- Previous experience working in a GP surgery, NHS service, or other healthcare setting
- Experience using NHS clinical systems (e.g., EMIS Web, SystmOne)
- Experience handling prescription requests, referrals, and patient records
- Working knowledge of:
- NHS administrative processes
- Appointment triage
- Care navigation
- Experience working as part of a multidisciplinary team
Qualifications
Essential
- Good general level of education, including:
- GCSE (or equivalent) English and Maths at Grade C/4 or above
- Proficient IT skills, including use of:
- Microsoft Office (Outlook, Word, Excel)
- Ability to learn clinical systems (e.g., EMIS, SystmOne, Vision)
- Typing/keyboard skills to a competent standard (e.g., 4050 wpm)
Desirable
- Medical terminology course or equivalent
- NVQ Level 2 or 3 in Business Administration, Customer Service, or similar
- Training in data protection (UK GDPR) and information governance
Person Specification
Experience
Essential
- Experience working in a customer-facing role, ideally in a busy environment
- (healthcare, hospitality, retail, call centre, etc.)
- Experience handling confidential or sensitive information
- Demonstrated ability to:
- Manage high volumes of telephone calls
- Work with accuracy and attention to detail
- Prioritise workload and multitask effectively
- Experience using computerised systems for:
- Appointment booking
- Data entry
- Email communication
Desirable
- Previous experience working in a GP surgery, NHS service, or other healthcare setting
- Experience using NHS clinical systems (e.g., EMIS Web, SystmOne)
- Experience handling prescription requests, referrals, and patient records
- Working knowledge of:
- NHS administrative processes
- Appointment triage
- Care navigation
- Experience working as part of a multidisciplinary team
Qualifications
Essential
- Good general level of education, including:
- GCSE (or equivalent) English and Maths at Grade C/4 or above
- Proficient IT skills, including use of:
- Microsoft Office (Outlook, Word, Excel)
- Ability to learn clinical systems (e.g., EMIS, SystmOne, Vision)
- Typing/keyboard skills to a competent standard (e.g., 4050 wpm)
Desirable
- Medical terminology course or equivalent
- NVQ Level 2 or 3 in Business Administration, Customer Service, or similar
- Training in data protection (UK GDPR) and information governance
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.