Responsibilities
The receptionist will receive, assist and direct patients to appropriate services, maintaining a courteous and efficient front‑office environment.
Core Duties
* Face‑to‑face patient contact at the reception desk ("front of house") – deliver an effective, efficient, welcoming and polite reception service.
* Handle general enquiries, explain procedures and make new and follow‑up appointments using the practice computer system.
* Use judgement and communication skills to ensure urgent patients without prior appointments are seen.
* Explain practice arrangements and formal requirements to new patients or temporary cover, ensuring procedures are completed.
* Monitor the waiting area and alert staff to any issues.
Telephone Skills
* Make appointments over the telephone using the computerised booking system, offering patients their preferred doctor or an urgent appointment with any doctor.
* Take messages and advise doctors, entering details accurately following the protocol.
* Enter requests for home visits onto the duty doctor computer screen and pass them to the duty doctor promptly.
* Give results to patients in line with the result protocol.
* Manage calls from other professionals inquiring about patients or wishing to speak to doctors.
Repeat Prescriptions
* Understand and follow the repeat prescription system and protocol.
* Check prescriptions before giving and determine when urgent requests should be passed to the duty doctor.
* Assist patients in understanding the repeat prescription system.
* Keep the prescription inbox tidy and up to date.
* Monitor the email inbox and EMIS for incoming repeat requests.
* Prepare repeat prescriptions according to the practice protocol.
Paperwork and IT
* Handle all paper records in a paperless practice in strict adherence to in‑house protocols.
* Use the clinical record system for all administrative tasks and record relevant information accurately.
* Enter all patient contacts and information into the computer records.
* Record all results given to patients, whether by phone or in person.
* Assist patients with computer enquiries.
* Investigate and resolve day‑to‑day problems with computers, printers and other IT equipment.
* Ensure effective operation of the practice’s IT network and e‑mail system.
* Perform daily computer backups and ensure backup tapes are sent to the appropriate organization for validation.
* Act as first point of contact with helpdesks of clinical and other system suppliers, tracking problems and actions.
* Become proficient in all IT systems and train other users, both clinical and non‑clinical.
* Report significant IT events to the Practice Manager.
* Assist the Practice Manager with ongoing IT system development and policy implementation.
* Handle registrations and deductions.
Patient Paper Records
* Retrieve and re‑file records, maintaining strict alphabetical order.
* Ensure records are kept in good repair with all necessary information on the outside cover visible.
* Cosmetically tidy notes received from the PCSE for summarisation according to protocol.
* Record on the computer where notes are held in the building.
General Duties
* Open premises at the start of the day – deactivate alarm, prepare for patient reception per morning duties.
* Close premises at the end of the day, completing all closing tasks.
* Make and serve refreshments, keep the kitchen clean and tidy, and arrange the waiting room as needed.
* Stock doctors’ rooms with standard consumables and change clinical waste bags and boxes following health and safety procedures.
* Perform any additional duties appropriate to the post as requested by the Partners or Practice Manager.
Additional Duties (with experience and training)
* Produce patient reports for insurance purposes.
* Produce patient reports for solicitors.
* Deduct patients.
* Administer the forward log of requests for post‑natal, medical check and minor operations, and book patients when appointments become available.
* Manage computer server backups.
* Check patient records and record indicators for smears, mammograms and childhood immunisations.
* Check invoices from out‑of‑hours organisations against practice clinical records.
* Prepare the weekly dispatch to PCSE.
* Administer systems for other specific types of forms.
* Manage incoming computer test results.
* Scanning.
* Provide secretarial support/typing letters.
Personal Development and Training
* Participate in an annual confidential appraisal with the Practice Manager and a named Partner.
* Attend reception staff meetings and any offered training sessions.
* Identify training needs with the Manager and take part in informal training sessions.
* Remain open to learning and feedback.
Health and Safety
* Promote and maintain health, safety and security for self and others as defined in the practice Health and Safety Policy.
Equality and Diversity
* Act in a way that recognises people’s rights, consistently interpreting them in line with practice procedures, policies and current legislation.
* Respect privacy, dignity, needs and beliefs of patients, carers and colleagues.
* Behave in a welcoming, non‑judgemental manner, respecting individuals’ circumstances, feelings and rights.
Quality Assurance
* Alert other team members to quality and risk issues.
* Assess own performance and take accountability for actions, directly or under supervision.
* Work effectively with individuals in other agencies to meet patients’ needs.
* Manage own time, workload and resources effectively.
* Observe strict confidentiality on all matters relating to the practice and its patients.
* Read and follow practice protocols as outlined in the staff manual.
Qualifications and Experience
* Previous experience working in a customer‑service environment, handling large volumes of enquiries on telephone, via eConsult and face‑to‑face where clinically indicated, with compassion, clarity and friendliness.
* Good computer skills and knowledge of Microsoft Office (Word, Excel, Access, PowerPoint, Publisher).
* Minimum of 1 year dealing with the public in a busy NHS environment.
* Good standard of education – educated to good GCSE standard or equivalent.
* Ability to commute easily to NW9.
Location and Working Hours
Busy team at a new purpose‑built premises providing front‑line NHS care for over 16,000 patients in Kingsbury.
Mon – Fri. For shifts longer than 3 hours, a 15‑minute paid break is included. For shifts longer than 6 hours, a 30‑minute unpaid break is provided. Typical schedule: Mon 11:00‑19:00 (7.5 h), Tue 13:00‑19:00 (6 h), Wed 11:00‑19:00 (7.5 h), Thu 08:00‑16:30 (8 h), Fri 08:00‑17:00 (8.5 h); one Saturday per month 08:00‑13:00 (5 h – paid at time and a half).
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