Receptionist

Are you an experienced patient coordinator/receptionist with a passion for delivering exceptional customer service? Ladygate Lane Surgery is seeking an experienced and dedicated individual to join our busy, growing practice team in making a positive impact on our local community. This is a part time role, 15 hours per week.

Main duties of the job

Key Responsibilities:

• Ensure the smooth operation of our reception desk with professionalism and organization.
• Answer calls, review emails, inbound documents and prescription requests.
• Act as the primary point of contact, fostering communication between patients, clinicians, and our practice team. Help signpost patients to services.
• Deliver consistently high standards of customer service.

We value individuals who are organized, adaptable, and personable - committed to delivering excellent customer service. Key attributes we are looking for include:

• Previous experience in medical/healthcare reception roles.
• Excellent communication skills with a clear and polite telephone manner.
• Ability to maintain confidentiality and discretion with patients.
• Experience in handling sensitive situations with empathy and professionalism.
• Strong teamwork and independent problem solving abilities.
• Proficient in IT and general administration tasks.

About us

Our practice is led by Dr Z Karim, GP Partner, alongside two other regular GPs. We are supported by a dedicated multidisciplinary team, including a Practice Nurse, Phlebotomist, Healthcare Assistant (HCA), First Contact Physiotherapist, and Clinical Pharmacist. Together, we work to provide a wide range of healthcare services to meet your needs.

Operating hours:
Monday: 1:30 pm - 6:30 pm
Friday: 1:30 pm - 6:30 pm

Job responsibilities

The role requires a professional and organized approach to the reception desk, acting as a liaison between patients and clinicians and maintaining high customer service standards. Flexibility to cover additional or alternative hours during annual or sickness leave is required.

1. Greet all patients on arrival; check them in manually or via the patient touchscreen.
2. Answer the telephone, handling or redirecting enquiries.
3. Handle all face to face general enquiries, referring where necessary.
4. Make new and follow up appointments, including booking interpreters when needed.
5. Manage call and recall of patient lists as instructed, including immunisation and test recalls.
6. Handle messages from patients, clinicians, or external bodies, taking appropriate action.
7. Generate electronic/online repeat prescription requests and allocate as instructed; prepare repeat prescriptions following practice protocol.
8. Record requests for home visits and pass them to the relevant clinician.
9. Register new patients, enable secure online access, and book registration health checks.
10. Open mail and distribute as appropriate; leave private, confidential mail unopened in the Practice Manager's tray.
11. Maintain computer databases, including patient PDS records.
12. View external and internal email accounts daily and complete workflow tasks. Log outgoing post/mail and post at the end of the day.
13. Manage daily electronic document inbox and online PATCHS consultation forms.
14. Offer all services to patients, including extended opening hours and Community Pharmacy Consultation Services (CPCS) and future initiatives.
15. Enter read codes as instructed by practice.
16. Ensure sufficient supply of stationery/equipment in all consulting rooms.
17. Confirm clinic attendance appointments prior to the appointment date per task allocation.
18. Keep reception area tidy and ready for incoming colleagues; use EMIS Web to communicate outstanding queries.
19. Ensure premises are fully vacated and securely locked after evening staff shift.
20. Undertake any other duties as instructed by management.

Note: This job description may be revised as the practice evolves.

Confidentiality

• Maintain strict confidentiality regarding all patient, staff and practice information.
• Comply with GDPR, NHS confidentiality requirements and practice policies.
• Disclose confidential information only to authorised individuals per practice procedures.

Health and Safety

• Follow all practice Health & Safety and Infection Prevention and Control policies.
• Maintain a safe, clean and tidy working environment.
• Report hazards, incidents and risks promptly.
• Attend mandatory training, including annual infection control training.
• Support safeguarding responsibilities for children and vulnerable adults.

Equality, Diversity and Inclusion

• Treat all patients, carers and colleagues with dignity, respect and compassion.
• Promote equality and diversity in accordance with current legislation and practice policies.
• Provide a welcoming, inclusive and non judgemental service to everyone.

Personal and Professional Development

• Participate in annual appraisals and performance reviews.
• Undertake mandatory and role specific training.
• Take responsibility for own learning and professional development.

Quality

• Maintain high standards of patient care and customer service.
• Work collaboratively with the wider practice team.
• Manage workload effectively and contribute to service improvements.
• Report quality or safety concerns appropriately.

Communication

• Communicate professionally and effectively with patients, colleagues and external organisations.
• Recognise and respond to patients' individual communication needs.
• Work as a supportive and valued member of the practice team.

Person Specification

• Excellent communication and interpersonal skills.
• Friendly, professional and compassionate manner.
• Good IT skills and ability to learn new computer systems.
• Strong organisational and time management skills.
• Ability to work independently and as part of a team.
• Ability to remain calm under pressure and prioritise workload.
• Commitment to confidentiality and excellent customer service.

Desirable

• Previous experience in a GP practice or NHS setting.
• Experience using NHS clinical systems (e.g., EMIS Web).
• Experience in a receptionist or administrative role.
• Knowledge of NHS services and patient pathways.

Qualifications

• GCSEs (or equivalent) in English and Mathematics (Grade C/Level 4 or above).
• Professional, friendly and empathetic approach to patient care.
• Ability to maintain strict confidentiality and handle sensitive information appropriately.
• Reliable, punctual and able to work independently as well as part of a team.
• Previous experience working in a GP practice, NHS or healthcare setting.
• Previous experience in a receptionist, customer service or administrative role.
• Experience using EMIS Web or another NHS clinical system.

Full training will be provided for the successful candidate. We welcome applications from enthusiastic individuals with excellent customer service skills who are keen to learn and develop within a primary care environment.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission to the Disclosure and Barring Service (formerly CRB) to check for any previous criminal convictions.