Medical Receptionist

Elm House Surgery; Greater London; On-site; GBP 18,000 - 24,000; Part time

Job summary

Elm House Surgery is seeking a Medical Receptionist for a part-time role (25 hours across 5 days: Mon-Fri, with alternate Saturdays). You will be the front-line ambassador, delivering high levels of patient care and supporting clinical and management teams.

The ideal candidate will have excellent communication skills, resilience, and an adaptable, team-oriented approach. Experience with EMIS Web and Docman is desirable but not essential.

Qualifications

• Excellent verbal and written communication skills.
• Empathetic, compassionate and patient-focused approach.
• Resilient, adaptable to change and a proactive team player.

Responsibilities

• Handle enquiries from patients, staff and external organisations professionally.
• Direct patients and visitors on arrival with courtesy and empathy.
• Book, cancel and amend appointments using the clinical system.
• Ensure patient records and registrations are accurate and up to date.

Skills

Customer service

Communication

Empathy

Teamwork

Education

None

Tools

EMIS Web

Docman

Job description

We are looking to recruit an exceptional Medical Receptionist to complement our existing team. The hours are part-time (25 hrs) across 5 days: Mondays: 8am - 4pm Tuesdays: 4pm - 8pm Wednesdays: Day Off Thursdays: 8am - 12 noon Fridays: 8am - 4pm Alternate Saturdays: 8am - 12 noon This role would suit someone who is looking for an opportunity to develop their existing customer service skills in a fast-paced progressive environment. The ideal candidate will have excellent verbal and written communication skills. They will be empathetic, compassionate, patient focused and driven to provide exacting standards of care. We require someone who is resilient, adaptable to change, positive, enthusiastic, and an effective team player. Experience in EMIS Web and Docman is desirable but not essential. The purpose of this role is to deliver a high level of customer care to patients. The receptionists are front-line and should promote a professional and friendly image to patients and visitors at all times. They also provide an essential support function to the clinical and management teams.

Duties and responsibilities

• Dealing with enquiries from patients, internal personnel and external organisations in a professional and efficient manner.
• Receiving and directing patients and visitors on arrival at the practice with courtesy.
• Dealing with Anima requests in a friendly professional manner, ensuring confidentiality according to the practice procedure.
• Handling all telephone enquiries and requests within the practice telephone protocol.
• Operating the clinical system to book, cancel and amend appointments.
• Operating the clinical system to input and retrieve data as required.
• Responsible for receiving and recording messages efficiently and accurately according to practice procedure, ensuring that messages are conveyed to the clinical team in a timely manner.
• Liaising with the doctors regarding requests for home visits.
• Booking home visits as per practice protocol.
• Arranging interpreting services as and when required.
• Ensuring that all patient registration procedures are carried out accurately and that patients complete the necessary documentation.
• Ensuring that patient records are up to date and that information recorded is accurate and relevant.
• Dealing with patient tasks and requests on Anima and Emis tasks according to practice procedure.
• Managing outgoing mail as appropriate.
• Photocopying information when necessary.
• Responsible for handover at change of shift those outstanding queries and messages.
• Assisting with the resolution of patient complaints informally wherever possible.
• Escalating complaints to the Reception Managers or Complaints Manager as appropriate.
• Ensuring that the practice complaints leaflet is available to patients upon request.
• Ensuring the reception and waiting areas are kept clean, safe and tidy at all times.
• Responsibility for opening up and closing down the building as per practice procedure.
• Ensure till takings are accurately documented according to practice procedure.
• Attending any necessary training/ courses.
• Understanding and participating in annual appraisal and review.
• To be aware of the practice Health and Safety policies and ensure that correct and safe procedures are followed.
• To observe the rule of patient confidentiality and be aware of the Data Protection Act.

The Practice may close this recruitment process earlier than advertised.