Part Time Receptionist required for a busy GP surgery in Kings Langley & Bovingdon, Herts.
17 to 22 hours per week which includes a variety of AM & PM shifts throughout the week.
Set shift patterns: AM shift is 7.45am- 1.45pm and PM shift is 1.45pm - 6.45pm.
Flexible additional cover for holidays and sickness is required.
Main duties of the job
Main duties include answering telephones, completing Elite triage forms for those who are unable to do it online, face to face patient contact, appointment & general enquiries and signposting patients whilst providing an effective and friendly front of house service to our patients.
You will also learn the administrative support role for our triage system & work alongside the GPs on a rota basis the reception & administrative team share.
Experience desirable but not essential for the right candidate, computer skills essential but full training will be given in our specific systems.
About us
We are a large practice in Kings Langley with a branch surgery in the village of Bovingdon.
We serve a practice population of 15,500 patients in & around our 2 sites.
We have 7 GP partners, 4 salaried GPs, a nursing team & additional health professionals in a variety of roles inc. Clinical Pharmacists, First Contact Physicians (musculoskeletal practitioners), Health & Wellbeing coach, Mental health Nurse, also work alongside us in our practices.
We have a large administrative team that are based at Kings Langley. You will work within our existing reception team - everyone is very friendly and supportive.
Your main role will be at either Kings Langley, our Bovingdon branch surgery, or potentially a mix of both so your own transport is essential.
Job responsibilities
Job Title - Receptionist
Responsible to - Site Ops Lead/Management team
Accountable to - Partners
Salary - £12.71 per hour
No. of Hours - 26hrs per week (Mon,Tues, Fri 13.30-18.45, Thurs 07'45- 18'45)
Job Summary
To act as the first point of contact for patients and visitors, providing professional and compassionate service. Receive, assist and direct patients in accessing the appropriate service or healthcare professionals in a courteous, efficient and effective way, projecting a positive and friendly image to patients and other visitors, in person or via the telephone.
The postholder will accurately triage incoming requests and the clinicians comments, managing appointment demand and ensuring smooth flow of patient communication through telephone, online and face‑to‑face contact. They play a key role in maintaining the accuracy of patient information, supporting care navigation and enabling patients to access the right service at the right time.
Key responsibilities
Administration
To have a thorough knowledge of all practice procedures.
To work in accordance with protocols.
Scan and photocopy as required.
Front of house reception greeting patients consulting with members of practice team.
Handing correspondence to patients, diligently checking their identity.
Be able to cover other shifts for annual/sick leave.
Ensuring at the end of all clinics that the waiting area is tidy.
To monitor the running times of the clinicians and advise patients if the clinic is running late.
Ensure the reception area is tidy at all times.
Good knowledge & respect for confidentiality of patients information - to be adhered to at all times.
Ensure visitors sign the visitors book.
Ad hoc duties as agreed with the practice manager.
Ensure that the rooms and computers are all switched on and ready for the GP's and nurses at the start of the day.
Ensure that the TV screen and check‑in service is ready for patients to use.
Triage & Care Navigation
Receive and process patient requests (telephone, online, or in person) using practice protocols and digital tools such as eConsult & AccuRx.
Accurately identify and record the nature and urgency of requests, directing patients to the appropriate clinician, service, or external provider.
Escalate clinical concerns or red‑flag symptoms promptly to the duty doctor or triage clinician.
Follow agreed scripts, signposting guidance and confidentiality standards.
Monitor and update triage lists, ensuring timely allocation and response.
Appointments
Direct patients to relevant resources for triage submissions.
Book nursing team appointments.
Cancellation/changes of appointments.
Computer
Computer data entry into medical records.
Process repeat prescription requests as required in accordance with practice guidelines.
Ad hoc duties.
Complete e‑consult forms on behalf of patients who are unable to do themselves.
General
Open post and allocate as necessary.
Action daily tasks list.
Phone patients as and when needed.
Ensure forms are always available e.g. registration, change of address, etc.
Coding onto patient records correctly if required.
Making sure information folders are kept up to date.
Booking ambulances.
Liaison with District Nurses Liaison and Health Visitors.
Scanning.
Ad Hoc duties.
Other Tasks
Make sure rooms are tidy/computers switched off at end of day.
Ensure building security - have thorough knowledge of doors/windows/alarm.
Any other tasks allocated by managers.
Confidentiality
Patients entrust or allow the practice to gather sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
In the performance of the duties outlined in this job description, the postholder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
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.
Health & Safety
The postholder will assist in promoting and maintaining their own and others' health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:
Using personal security systems within the workplace according to practice guidelines.
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
Making effective use of training to update knowledge and skills.
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
Actively reporting health and safety hazards and infection hazards immediately when recognised.
Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder's role.
Undertaking periodic infection control training (minimum annually).
Reporting potential risks identified.
Equality and Diversity
The postholder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognizes the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
Behaving in a manner which is welcoming to and of the individual, is non‑judgmental and respects their circumstances, feelings, priorities and rights.
Personal/Professional Development
The postholder will participate in any training programme implemented by the practice as part of this employment, such training to include:
Participation in individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
The postholder will strive to maintain quality within the practice, and will:
Alert other team members to issues of quality and risk.
Assess own performance and take accountability for own actions, either directly or under supervision.
Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance.
Work effectively with individuals in other agencies to meet patients needs.
Effectively manage own time, workload and resources.
Communication
The postholder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with other team members.
Communicate effectively with patients and carers.
Recognise people's diversity & needs for alternative methods of communication and respond accordingly.
Contribution to the implementation of services
The postholder will:
Apply practice policies, standards and guidance.
Discuss with other members of the team how the policies, standards and guidelines will affect own work.
Participate in reviews & audits where appropriate.
Person Specification
Essential
Excellent communication and interpersonal skills.
Experience working in a GP surgery or NHS setting.
Strong IT and data entry skills.
Knowledge of EMIS, AccuRx, or similar systems.
Ability to remain calm under pressure.
Understanding of NHS care navigation or triage principles.
Attention to detail and accuracy.
Customer service or call‑handling experience.
Team player with flexible approach.
NVQ Level 2/3 in Business Admin or Customer Service.
Commitment to confidentiality and equality.
Familiarity with clinical terminology and pathways.
Desirable
Experience in a busy reception area.
Calm, kind, patient & empathetic personality.
Experience
* Ideally experience of working on a busy reception area, but training given for the right candidate.
* A calm, kind, patient & empathetic personality is invaluable to support our patients & colleagues alike.
Qualifications
* Previous experience in a busy reception environment.
* Previous experience of EMIS system.
* Previous experience of Surgery Connect.
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.
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