Practice Assistant

Allscreens Nationwide Ltd; Greater London; On-site; GBP 21,000 - 28,000; Full time

Job summary

Allscreens Nationwide Ltd seeks an organized Receptionist/Administrative Assistant for a busy GP practice in London. You will be the first point of contact for patients, handling calls, appointments, and queries with courtesy and discretion.

Responsibilities include processing patient details, coding, using EMIS, AccuRx and Docman, ensuring GDPR compliance, and supporting clinical and managerial teams to maintain smooth patient access and high-quality service.

Qualifications

• Excellent communication and interpersonal skills.
• Strong organisational and time management abilities.
• Knowledge of GDPR and data protection principles.
• Experience with NHS systems is desirable.
• Ability to work under pressure and maintain accuracy.

Responsibilities

• Reception and Front-of-House duties: welcome patients and visitors; answer calls promptly and professionally; handle queries and appointments.
• Register new patients and update details in line with NHS policies.
• Book, amend, cancel appointments using EMIS; ensure confidentiality.
• Maintain accurate patient records and data quality; process clinical correspondence.
• Support clinicians with referrals, recalls, and administrative follow-up.
• Use EMIS, AccuRx, and Docman; ensure GDPR compliance and data protection.

Skills

Excellent communication

Organisational skills

Team player

GDPR/data protection

Customer service

IT literacy

Tools

EMIS Web

AccuRx

Docman

MS Office

Job description

Key Responsibilities

• Reception and Front-of-House Duties Welcome patients and visitors warmly, ensuring they feel valued and supported.
• Answer incoming calls promptly, courteously, and professionally using the surgerys telephone system.
• Handle patient queries, appointment requests, and repeat prescription enquiries efficiently and empathetically.
• Carry out all daily and reception checklists, ensuring all assigned tasks are completed on time.
• Register new patients and process changes to patient details in line with NHS and practice protocols.
• Book, amend, and cancel appointments using EMIS, ensuring accuracy and confidentiality.
• Ensure the reception area is kept clean, tidy, and patient-friendly throughout the day.
• Process incoming and outgoing mail, emails, and AccuRx messages.
• Signpost patients appropriately to other healthcare professionals or community services.
• Handle cash payments and issue receipts when required.

Administrative and Clerical Duties

• Maintain accurate patient records, ensuring all data is correctly coded and filed.
• Process and scan incoming clinical correspondence, test results, and hospital letters.
• Manage electronic tasks, documents, and workflow items on EMIS and Docman.
• Support the clinical team with referrals, recall lists, and administrative follow-up.
• Prepare documents, reports, and registers as requested by managers or clinicians.
• Complete tasks assigned by the Reception Supervisor, Reception Manager, or Practice Manager within deadlines.
• Ensure confidentiality and data protection principles are followed at all times in accordance with GDPR and NHS policies.
• Participate in audits, searches, and data quality improvement activities.
• Update patient summaries and assist with clinical coding where appropriate.
• Assist with practice projects and performance programmes (e.g. QOF, NHS Health Checks, and recalls).

Teamwork and Communication

• Work collaboratively with colleagues to ensure the reception desk is always covered and workflows are managed efficiently.
• Communicate effectively with clinicians, nurses, pharmacists, and administrative staff to ensure seamless service delivery.
• Attend regular team meetings and contribute to improving systems and patient experience.
• Escalate patient or operational concerns promptly to supervisors or the management team.
• Promote positive working relationships and support new team members during induction.

Operational and Quality Standards

• Follow all standard operating procedures (SOPs) and policies set by the practice.
• Report any breaches of confidentiality, safety concerns, or near-misses to the line manager.
• Ensure the correct use of EMIS, AccuRx, Docman, NHS Mail, and other systems.
• Maintain a professional appearance and uphold the practices standards of conduct and patient care.
• Support implementation of new technologies and digital tools to enhance efficiency and patient access.
• Contribute to the continuous improvement of administrative systems and workflows.

Continuous Learning and Development

• Engage in ongoing training, including mandatory and role-specific learning (e.g. safeguarding, data protection, CPR).
• Participate in one-to-one reviews, appraisals, and feedback discussions to support professional growth.
• Embrace new learning opportunities that align with the practices values: Emotionally Intelligent understanding patient and colleague needs with empathy. Positive maintaining an optimistic, can-do approach. Accountable taking ownership of your work and responsibilities. Continuously Learning growing your skills and knowledge. Data-Oriented supporting accuracy, performance, and decision-making through good data practices.

Health, Safety & Confidentiality

• Comply with the Health and Safety at Work Act and all related policies.
• Ensure the safe use of office equipment and report any faults immediately.
• Maintain patient confidentiality and adhere to Data Protection (GDPR) legislation.
• Handle personal and clinical information sensitively, ensuring security at all times.
• Actively participate in infection control procedures and cleanliness standards.

Other Duties

• Undertake any additional duties required to support the smooth operation of the practice.
• Provide cover for colleagues during periods of absence or high demand.
• Contribute ideas to improve patient access, operational efficiency, and service quality.
• Support patient engagement activities, such as health campaigns and practice events.

Person Specification (Summary)

• Essential: Excellent communication and interpersonal skills.
• Strong organisational and time management abilities.
• Ability to work under pressure while maintaining accuracy and professionalism.
• Team player with a proactive and flexible approach.
• Understanding of confidentiality, GDPR, and patient sensitivity.
• Desirable: Previous experience in a GP surgery or healthcare setting.
• Knowledge of NHS systems and terminology.
• Customer service experience in a busy environment.
• Confident using IT systems (EMIS Web, AccuRx, Docman, MS Office).