Job summary
Forty Willows are recruiting!We are looking for a
friendly, motivated, and professional individual to join our reception team on
a part-time basisfor 27.5 hours a week, 13:00- 18:30
Monday-Friday.This is a vital role within our practice, and you will be
at the heart of delivering an excellent patient experience.
As the first point of contact for patients, whether in
person, on the phone, or via email, you will provide a warm, compassionate, and
professional welcome. You will use your problem-solving skills to manage a wide
range of queries, ensuring patients are directed to the right service and
clinician at the right time. Excellent communication and teamwork skills are
essential.
You will support both the clinical and administrative teams,
managing appointments, maintaining patient records, and assisting with a
variety of administrative tasks. Strong IT, organisational, and multitasking
skills are essential, and your positive, proactive attitude will help you
thrive in a busy, rewarding environment.
If you are enthusiastic, reliable, and passionate about
helping patients, this is a fantastic opportunity to join a friendly and
professional team at a busy, well-established GP practice.
Main duties of the job
Reception staff are an essential and integral part of the
practice, playing a key role in keeping it running smoothly and efficiently. As
the first point of contact for patients and visitors, both in person and over
the phone, you will provide friendly, professional, and compassionate support.
You will handle patient queries promptly and courteously,
always respecting the confidential and sensitive nature of the information you
work with. Working closely with your colleagues, you will support the clinical
team in delivering excellent patient care and assist the management team in
maintaining the smooth operation of the practice.
About us
We are a long established teaching GP practice serving over 7,500 patients. Delivering excellent patient care starts with a supportive,
friendly team, and thats what we pride ourselves on.
Alongside our own practice team, we work closely with
colleagues across our Primary Care Network including clinical pharmacists and
social prescribers to ensure we have the right mix of skills to provide the
best care for our patients.
As a teaching practice, we are passionate about training the
clinicians of the future. Through Imperial College London, we teach medical
students, and via Central Middlesex Hospital, we train GP registrars, usually
hosting several at a time.
We have a sister GP practice in
Willesden looked after by the same Partners and Management team.
Job description
Job responsibilities
Reception staff are the first point of contact for patients
and visitors, providing a friendly, professional, and compassionate service
both in person and over the phone. You will assist patients with their queries
promptly, handle confidential information with care, and work closely with the
team to ensure smooth reception and administrative operations, supporting the
clinical team in delivering excellent patient care.
- Welcome patients and visitors in a friendly, professional
manner
- Handle face-to-face and telephone enquiries, escalating when
needed
- Register new patients and update existing records following
practice procedures
- Book patient appointments, manage online consultations, and
process tasks
- Process prescription requests and manage outgoing post and
courier collections
- Manage incoming letters, deliveries, and petty cash
transactions
- Open and close the practice when required, maintaining
security
- Action requests for transport, translators, ambulances, etc.
- Handle referrals, patient registration updates, and recall
patients for tests or appointments
- Monitor NHS mailboxes, action and forward emails
appropriately
- Use Docman to manage and action workflow tasks
Note: The job description has been summarised for the
purposes of this advert and the above is not intended to be an exhaustive list
of duties. There may be alterations or additions commensurate with the range of
activities describe above.
Job description
Job responsibilities
Reception staff are the first point of contact for patients
and visitors, providing a friendly, professional, and compassionate service
both in person and over the phone. You will assist patients with their queries
promptly, handle confidential information with care, and work closely with the
team to ensure smooth reception and administrative operations, supporting the
clinical team in delivering excellent patient care.
- Welcome patients and visitors in a friendly, professional
manner
- Handle face-to-face and telephone enquiries, escalating when
needed
- Register new patients and update existing records following
practice procedures
- Book patient appointments, manage online consultations, and
process tasks
- Process prescription requests and manage outgoing post and
courier collections
- Manage incoming letters, deliveries, and petty cash
transactions
- Open and close the practice when required, maintaining
security
- Action requests for transport, translators, ambulances, etc.
- Handle referrals, patient registration updates, and recall
patients for tests or appointments
- Monitor NHS mailboxes, action and forward emails
appropriately
- Use Docman to manage and action workflow tasks
Note: The job description has been summarised for the
purposes of this advert and the above is not intended to be an exhaustive list
of duties. There may be alterations or additions commensurate with the range of
activities describe above.
Person Specification
Knowledge/Skills
Essential
- Strong computer literacy and keyboard skills (IT), with proficiency in Microsoft Office and Outlook.
- Excellent telephone manner and interpersonal skills, with clear written and verbal communication.
- Effective time management and the ability to prioritise tasks efficiently.
- Professional, and able to work collaboratively as part of a team.
Desirable
- Proficient in the use of EMIS Web and Docman systems.
Experience
Essential
- Experience of dealing with members of the public in a customer care role
Desirable
- Previous experience as a GP practice or general receptionist.
- Experience working in a healthcare setting/NHS role.
- Experience working in an administration role.
- Experience of working in a busy, pressured environment.
Qualifications
Essential
- GCSE grade A-C (9-4) in English and Maths (or equivalent).
- Good general education with evidence of ongoing personal and professional development
Desirable
- Relevant professional qualification or training in customer service, e.g. NVQ Certificate/Diploma in Customer Service.
Personal Qualities
Essential
- Polite, professional, and approachable.
- Able to work independently, managing and prioritising own workload.
- Motivated, enthusiastic, and positive in attitude.
- Resilient and able to perform well under pressure.
Covid 19 Vaccination
Essential
- For patient facing roles, applicants must have completed a course of covid-19 vaccination
Person Specification
Knowledge/Skills
Essential
- Strong computer literacy and keyboard skills (IT), with proficiency in Microsoft Office and Outlook.
- Excellent telephone manner and interpersonal skills, with clear written and verbal communication.
- Effective time management and the ability to prioritise tasks efficiently.
- Professional, and able to work collaboratively as part of a team.
Desirable
- Proficient in the use of EMIS Web and Docman systems.
Experience
Essential
- Experience of dealing with members of the public in a customer care role
Desirable
- Previous experience as a GP practice or general receptionist.
- Experience working in a healthcare setting/NHS role.
- Experience working in an administration role.
- Experience of working in a busy, pressured environment.
Qualifications
Essential
- GCSE grade A-C (9-4) in English and Maths (or equivalent).
- Good general education with evidence of ongoing personal and professional development
Desirable
- Relevant professional qualification or training in customer service, e.g. NVQ Certificate/Diploma in Customer Service.
Personal Qualities
Essential
- Polite, professional, and approachable.
- Able to work independently, managing and prioritising own workload.
- Motivated, enthusiastic, and positive in attitude.
- Resilient and able to perform well under pressure.
Covid 19 Vaccination
Essential
- For patient facing roles, applicants must have completed a course of covid-19 vaccination
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.