Job Summary
The Medical Triage Receptionist is the first point of contact for patients. They are responsible for managing incoming calls, assessing patient needs through triage protocols, scheduling appointments, and directing patients to the appropriate healthcare professional. The role ensures safe, efficient, and compassionate access to care.
Main duties
Administration
* Monitor appointments
* Record all interactions
* Manage emails, workflow and post
* Maintain GDPR and confidentiality
Reception
* Answer calls, triage, gather correct information using SystemOne
* Transport booking
* Triage and signpost
* Excellent communication skills
* Ability to stay calm under pressure
* Multitasking
* Empathy and understanding
About Us
We are a hard working and collaborative team, we work together to provide the best possible care for patients across our two branches in Hounslow and in Southall. MWH's drive is to provide long lasting and well thought-out care for our patients.
Details
Date posted: 30 September 2025
Pay scheme: Salary Depending On Experience Minimum Wage
Contract: Permanent
Working pattern: Part-time, Flexible working
Reference number: A4995-25-0004
Job location: 71-73 The Broadway, Southall, London, UB1 1LA
Job Description
Job responsibilities
* Administration: Book, reschedule, and cancel appointments according to practice protocols. Record all interactions accurately in SystemOne using the Triage Template. Manage incoming emails, workflow, and post. Maintain confidentiality in line with GDPR.
* Reception: Answer incoming telephone calls promptly and professionally. Use established triage guidelines to assess patient needs and urgency. Gather accurate information on symptoms, concerns, and demographics. Direct patients to appropriate services with the doctor during triage time (e.g., same-day GP, nurse, emergency services, or self-care). Transport booking for housebound patients. Stock intake and ordering supplies of pathologies. Petty cash and income. Friends and Family test monitoring. Checking rooms at the end of clinics. Chaperoning with appropriate training provided. Assisting clinicians with procedures if required. Emergency drug ordering. Deal with home visits requests. Booking with the remote hub for PCN FCP, Mental health nurse, ANP, clinical pharmacists, HCAs and GPs over the weekend. Registrations of new patients SystemOne and GMS paper forms. Process patients change of address computer data and medical records have knowledge of practice area. Process repeat prescription requests in accordance with practice guidelines. Other Admin related IT tasks.
* Communication & Coordination: Liaise with clinical staff regarding urgent or high-risk patients. Provide patients with clear instructions on next steps, appointments, referrals, self-care.
* Triage & Signposting: Use agreed triage protocols and care navigation pathways to assess patient needs. Gather relevant information from patients in a sensitive and structured way (reason for appointment, urgency, symptoms) ensuring that the template is used for every patient. Prioritize cases according to clinical urgency and escalate concerns to the duty GP, nurse, or appropriate clinician. Direct patients to the most suitable healthcare professional or service (e.g., GP, practice nurse, pharmacist, NHS 111, A&E, or community services). Manage same-day appointment demand, ensuring urgent clinical needs are identified and addressed.
Skills & Competencies
* Excellent communication and active listening skills.
* Ability to remain calm under pressure and handle high call volumes.
* Strong organizational and multitasking ability.
* Proficient with patient management systems and basic IT tools.
* Understanding of confidentiality and safeguarding principles.
* Empathy and patience when supporting diverse patient needs.
Other Tasks
* Clear rooms after surgeries
* Ensure building security; have thorough knowledge of doors, windows, alarm
* Make coffee for doctors
* Any other tasks allocated by managers
Confidentiality
* In the course of seeking treatment, patients entrust us with sensitive information and have the right to expect that staff will respect their privacy.
* Post-holders may have access to confidential information relating to patients, carers, staff, and the business of the practice. All such information is to be regarded as strictly confidential.
* Information relating to patients, carers, colleagues or the business may only be divulged to authorised persons in accordance with policy.
Health & Safety
* Using personal security systems within the workplace according to practice guidelines
* Identifying risks and undertaking activities to manage them
* Making effective use of training to update knowledge and skills
* Following infection control procedures and maintaining safe work areas
* Reporting potential risks identified
Equality And Diversity
* Respect rights of patients, carers and colleagues; interpret them in line with policies and legislation
* Respect privacy, dignity, needs and beliefs
* Be welcoming, non-judgmental, and respectful of individual circumstances
Patient Care & Support
Offer reassurance, empathy, and clarity when dealing with anxious or distressed patients. Escalate medical emergencies immediately to clinical staff or emergency services. Ensure vulnerable patients (children, elderly, chronic illness, mental health) are prioritized appropriately.
Personal/Professional Development
The role includes participation in training programs and annual performance reviews, with responsibility for personal development.
Quality
* Alert team members to quality and risk issues
* Assess own performance and take accountability
* Contribute to team effectiveness and improve performance
* Work with other agencies to meet patient needs
* Manage time, workload, and resources
Contribution to the Implementation of Services
* Apply practice policies, standards and guidance
* Discuss with team how policies affect work
* Participate in audit where appropriate
Job description details may be updated by the employer as needed.
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