WELLS PARK PRACTICE
1 Wells Park Road, Sydenham, London SE26 6JQ
Telephone:
Partners: Dr Tony Adegoke-Dr Ranti Bolarinwa-Dr Prachi Gupta-Dr Elizabeth Paul
Associates: Dr Katherine Ward l –Dr Komal Patel-Dr Diane Biondini
Dr Samuel Reed -Dr Mariam Adegoke – Dr Mazin Eragat
Practice Nurses: Rosie Dada-Gill Jenkins-Barbara
Non Clinical Managing Partner: Antonia Makinde
Job Title: Receptionist/Admin Assistant
REPORTS TO: Reception Admin Manager
Accountable to: Non Clinical Managing Partner
HOURS:
Purpose of Post
To ensure that patients are assisted courteously, efficiently and with empathy, and to support other members of the practice team in order that we may provide a caring and efficient service to the patients. To act as the 'first point of call' for patients at the practice; receiving and directing them, and dealing with their enquiries. This could be in person, by email or telephone call.
1. Receiving and Directing Patients
2. Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently.
3. Provide help to patients with general enquiries, and to assist them to make appointments, using the computer appointment system
4. Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system
5. Answer telephones promptly in a polite and professional manner and manage calls appropriately. Dealing with patients and other callers and forwarding to the most appropriate team member if necessary.
6. Deal efficiently with general enquiries from patients, explain surgery procedures, appointment system and all other procedures for obtaining services, hand out patient pack / practice leaflet as appropriate
7. To advise patients on approximate waiting times and of any unexpected delays
8. To book transport for hospital appointments when the patient is unable to do so
9. To book interpreters for patients when needed
10. To take in fees from patients where applicable and issue receipts using the card payment machine
11. To give patients any forms / referral letters that are waiting for collection checking ID and taking in fees where necessary
12. To listen to patients complaints, remaining polite and empathetic at all times, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed
13. Operation of Telephone System
14. Receive and make calls as required. Divert calls and take messages as appropriate
15. Ensure phones are answered within 5 rings where at all possible.
16. Ensure that system is operational at the beginning of each day.
17. Ensure that the out of hours messages are updated and that the phones are transferred to out- of-hours when the practice is closed longer than usual.
18. Administrative Duties
19. To register new patients, and inform patients of practice facilities.
20. Register patients on the clinical system within 5 working days, ensuring all details needed for the registration authority are completed.
21. To check and update patients' addresses and telephone numbers and other contact information on the clinical system.
22. To generate prescriptions as required.
23. To post outgoing letters at the end of each shift
24. To undertake photocopying and faxing as needed including photocopying patients notes when requested to do so by Practice Administrator.
25. To phone patients for recall and data collection purposes and correctly record data in patient's medical record.
26. Make up registration packs
27. Complete tasks sent via EMIS Web and Docman (or any other clinical system or document management system which may replace these).
28. Email referrals as requested by clinical team.
29. Chase referrals with support of Practice Administrator
30. Patient Records
31. To extract any paper records that may be needed urgently for a clinician
32. To assist with tagging of new patients' medical records prior to summarisation, requesting old medical records from patient services when they do not arrive in a timely fashion
33. To assist with the scanning of patient related documents
34. Start and End of Day Procedures
35. Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.
36. When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated
37. To ensure that the reception area is tidy and ready for use by staff the next day
38. To tidy waiting area i.e. collect together magazines, etc at the end of morning and evening surgery
39. To ensure confidentiality is maintained at all times.
40. Chaperone for the GPs if requested to do so.
41. To help with any other tasks that may require to be done in order to maintain efficient operation of the practice as requested by the doctors/practice manager/Reception supervisor.
42. To attend Practice meetings when scheduled
43. To contribute to team working within the practice, offering support to and seeking support from colleagues wherever possible
44. To participate in appraisals and PDP (Personal Development Plan) and team training opportunities
45. To promote equality of opportunity for both staff and patients, reflecting the fact that the practice operates in, and is part of, a diverse community
46. In certain circumstances it may be necessary to help cover for colleagues who are absent, or provide additional hours or take on additional duties in times of pressure/crisis. Time of in lieu will be given
47. Ensure the kitchen area is kept clean and tidy, and air and tidy the waiting room in turn with other staff.
48. Undertake any other additional duties appropriate to the post as requested by the Partners,
Practice Manager, Assistant Practice Manager or Reception Supervisor
Confidentiality:
* In the course of seeking treatment, patients entrust us with, or allow us 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
* 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
* The post-holder 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. The Postholder will understand, and apply the Practice's information governance and confidential policies when performing the duties outlined in this Job Description.
* To understand and apply issues that support confidential and information governance and support the identification of vulnerable and abused children and adults, and be aware of statutory child/vulnerable patients' health procedures and local guidance.
* 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
Safeguarding
* To understand and apply legal issues that supports the identification and safeguarding of vulnerable and abused children and adults, and be aware of statutory child/vulnerable patients' health procedures and local guidance
Quality
The post-holder 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
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
* Participation in an annual 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
Contribution to the Implementation of Services:
The post-holder 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 audit where appropriate
Health & safety:
The post-holder 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 of 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 post-holder 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.
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
* Communicate effectively with other team members
* Communicate effectively with patients and carers
* Recognize people's needs for alternative methods of communication and respond accordingly
Person Specification
Listed below are the requirements needed to undertake this job. Selection of candidates will be based on the extent to which these requirements are met.
Essential Desirable How Identifified
* Good communicator (verbal Ability to understand A/I
& written) and learn new
* Able to work under his/her software and own initiative administrative
* Able to work efficiently in procedures fast paced, demanding environment
* Keyboard skills for regular use of computer systems
Skills/abilities
/ Ability to cope with more competencies than one task at a time and move between tasks as required
* Organisational and prioritisation of workload skills
* Ability to work unsupervised
* Ability to use own judgement, resourcefulness, common sense and local knowledge to respond to queries and requests
* Using computer based Liaison with health A/I information systems authority,
* Communicating consultants, with a range of people: face chemists and other
Experience to face and on the practices telephone Experience in
* Experience of working co- dealing with external operatively with others in a organisations close working environment
* Experience of using office equipment (e.g. photocopies and fax machines)
* An understanding of the An understanding of A/I need for confidentiality how the NHS works,
Knowledge Understand the principles particularly general of the scanning process practice
* Knowledge of EMIS
Web
* Medical terminology
* Education Good standard of A/I/C and Education
Qualifications including English and
Maths Grade C GCSE or
Essential Desirable How Identifified equivalent
* Ability to grasp new A/I concepts and work on a
Personal self-directed basis
Attributes Willing to work with a degree of flexibility as necessary
* High level of self motivation
* Flexibility in responding to changing priorities and demands
How Identified Key
A Application
I Interview
T Test
C Copy of Certificates
P Presentation
R References
Sep 2025
Job Type: Full-time
Pay: From £13.50 per hour
Benefits:
* Additional leave
* Company pension
* Cycle to work scheme
* Employee discount
* Free parking
* On-site parking
* Sick pay
Education:
* GCSE or equivalent (required)
Experience:
* Medical Receptionist: 1 year (preferred)
Work authorisation:
* United Kingdom (required)
Work Location: In person