Our reception team are key contributors insupporting the smooth running of the practice from answering and making phonecalls, organising the reception and waiting areas, providing administrativesupport and in projecting a positive image and accessible environment to ourpatients and other people and professionals who may contact us either in personor via the telephone.
Main duties of the job
Act as first point of contact for everyoneaccessing Northfields Surgery by telephone, in person and any other method ege-consult.
Facilitate patients accessing the clinicalcare provided by the practice according to their needs.
Support the primary healthcare team inproviding that care according to Northfields Surgery procedures, processes andprotocols.
Provide the administrative support necessaryfor dealing with patients appropriately and processing their requirements withcomplete accuracy.
Understand the need for and maintain completeconfidentiality at all times without exception.
About us
Northfields Surgery is a GP practice and delivers service to 8,600 patients under a GMS contract held with NHS England.
There are two GP Partners, three salaried GPs. Four GPs are female and one is male. The practice employs a practice nurse, a nurse associate and a health care assistant. The partners are supported by a practice business manager, a practice manager and a team of administrative and reception staff. Three clinical pharmacists (employs by the Ealing GP federation) are offering sessions at the practice.
Job responsibilities
Job responsibilities
Start work on time by being on site and ready, logged on tothe clinical and phone systems as part of the team.
Work to practice processes, protocols and procedures andaccording to practice policy all of which will change from time to time.
Answer phones, deal with phone calls and all phone-relatedwork including making sure all phone contacts are recorded and appropriatelyprocessed using the clinical system.
Book appointments in accordance with practice protocols andtaking on board feedback to assist with effective patient management for bestuse of Northfields Surgery patient-facing capacity.
Work at the reception desk, maintain the waiting area andgreeting patients who arrive.
Keep the reception desk well stocked and provide consumablesfor clinical rooms regularly to ensure they are stocked as well as on request.
Deal with samples received from patients and supply accuratespecimen receptacles for patients asked to provide samples.
Management of prescriptions, documents and letters forcollection at the reception desk.
Liaise with practice doctors, nurses and pharmacists,together with patients, visitors and other members of the public who visit NorthfieldsSurgery.
Check paper patient registrations.
Deal with simple requests and tasks.
Check repeat prescription requests received and pass onaccurate requests.
Accept and process patient queries and prescription queries.
Support the patient call and recall system with accuracy andinitiative and problem-solving where this is necessary to help us to meet ourclinical performance targets.
Work under pressure with minimal supervision, safely useinitiative with the ability to prioritise and also recognise when to ask forinformation or help.
Maintain total confidentiality at all times.
Allother responsibilities and tasks not listed here that relate to this post andthe smooth running of the practice and/or contribute to role and/or service developmentat work.
Person Specification
Qualifications
* GCSE grade A-C
Experience
* Excellent verbal and written communication skills.
* Strong interpersonal skills with a friendly and approachable.
* Ability to multitask and manage time effectively in a busy environment.
* Proficient in Microsoft Office Suite (Word, Excel, Outlook).
* Good organizational and record-keeping skills.
* Ability to handle confidential information with discretion.
* Basic problem-solving skills and the ability to remain calm under pressure.
* Strong attention to detail.
* Proven experience working as a receptionist in a primary care or healthcare setting is essential.
* Familiarity with medical appointment scheduling systems (e.g., EMIS, SystmOne, or other clinical management software).
* Experience handling patient records and maintaining confidentiality in line with GDPR and healthcare regulations.
* Knowledge of primary care processes, including referrals, prescription requests, and patient check-in/out procedures.
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