Receptionist

NHS Jobs; Southall; On-site; GBP 12,000 - 18,000; Full time

Job summary

NHS Jobs in Southall is seeking a Front Desk Receptionist to welcome patients and visitors, check in appointments, and handle enquiries across in-person, phone and online channels. You will manage telephone and appointment scheduling, direct calls, take messages, and explain procedures while maintaining professionalism and confidentiality.

Experience with EMIS Web or SystmOne is preferred. This role emphasizes safeguarding, data protection, and teamwork with GPs, nurses and admin staff to ensure

Responsibilities

• Welcome patients and visitors in a friendly, professional and courteous manner.
• Check patients in for appointments and update their arrival status on the clinical system.
• Respond to patient enquiries in person, by telephone and through online channels.
• Assist patients with appointment bookings, cancellations and rearrangements in line with practice procedures.
• Treat all patients with dignity, respect, sensitivity and confidentiality.
• Communicate effectively with patients from diverse cultural and linguistic backgrounds.
• Manage difficult or distressed patients calmly and professionally, escalating concerns when necessary.
• Ensure patients who require additional assistance are supported appropriately.
• Answer incoming telephone calls promptly and professionally.
• Handle appointment requests in accordance with practice policies and access procedures.
• Direct calls to the appropriate member of the clinical or administrative team.
• Take accurate messages and ensure they are passed to the relevant person in a timely manner.
• Explain practice procedures, appointment arrangements and available services clearly.
• Recognise when a call may require urgent clinical attention and follow the practice's approved escalation procedures.
• Never provide clinical advice beyond the receptionist's level of training and authorised responsibilities.
• Use the practice's clinical computer system, such as EMIS Web or SystmOne, as applicable.
• Register patient arrivals and update demographic and contact details in accordance with practice procedures.
• Maintain accurate electronic records and administrative information.
• Process incoming and outgoing correspondence as directed.
• Scan, code or file documents in accordance with practice protocols and staff training.
• Support the processing of prescription requests, medical records requests and other administrative tasks within the scope of the role.
• Assist with recalls, patient registrations, appointment lists and other routine administrative work.
• Ensure all information is recorded accurately and handled securely.
• Maintain strict patient confidentiality at all times.
• Comply with UK GDPR, the Data Protection Act 2018, NHS information governance requirements and practice policies.
• Follow procedures relating to safeguarding children and adults at risk, escalating concerns promptly to the appropriate person.
• Maintain awareness of confidentiality when speaking on the telephone or at the reception desk.
• Verify patient identity and follow the practice's procedures before disclosing information.
• Report any data breaches, confidentiality concerns or incidents to the Practice Manager promptly.
• Work collaboratively with GPs, nurses, healthcare assistants, managers and other administrative colleagues.
• Support the daily running of reception, ensuring the reception area remains organised and professional.
• Assist with incoming post, emails, document handling and general office duties.
• Follow practice policies, standard operating procedures and health and safety requirements.
• Attend staff meetings, training sessions and appraisals as required.
• Assist colleagues during periods of high demand and provide appropriate cover when required.
• Undertake other reasonable duties consistent with the role and level of responsibility.

Job description

1. 1. Patient Reception and Customer Service Welcome patients and visitors in a friendly, professional and courteous manner. Check patients in for appointments and update their arrival status on the clinical system. Respond to patient enquiries in person, by telephone and through online communication channels. Assist patients with appointment bookings, cancellations and rearrangements in line with practice procedures. Treat all patients with dignity, respect, sensitivity and confidentiality. Communicate effectively with patients from diverse cultural and linguistic backgrounds. Manage difficult or distressed patients calmly and professionally, escalating concerns when necessary. Ensure patients who require additional assistance are supported appropriately.
2. 2. Telephone and Appointment Management Answer incoming telephone calls promptly and professionally. Handle appointment requests in accordance with practice policies and access procedures. Direct calls to the appropriate member of the clinical or administrative team. Take accurate messages and ensure they are passed to the relevant person in a timely manner. Explain practice procedures, appointment arrangements and available services clearly. Recognise when a call may require urgent clinical attention and follow the practice's approved escalation procedures. Never provide clinical advice beyond the receptionist's level of training and authorised responsibilities.
3. 3. Clinical System and Administration Use the practice's clinical computer system, such as EMIS Web or SystmOne, as applicable. Register patient arrivals and update demographic and contact details in accordance with practice procedures. Maintain accurate electronic records and administrative information. Process incoming and outgoing correspondence as directed. Scan, code or file documents in accordance with practice protocols and staff training. Support the processing of prescription requests, medical records requests and other administrative tasks within the scope of the role. Assist with recalls, patient registrations, appointment lists and other routine administrative work. Ensure all information is recorded accurately and handled securely.
4. 4. Confidentiality, Safeguarding and Information Governance Maintain strict patient confidentiality at all times. Comply with UK GDPR, the Data Protection Act 2018, NHS information governance requirements and practice policies. Follow procedures relating to safeguarding children and adults at risk, escalating concerns promptly to the appropriate person. Maintain awareness of confidentiality when speaking on the telephone or at the reception desk. Verify patient identity and follow the practice's procedures before disclosing information. Report any data breaches, confidentiality concerns or incidents to the Practice Manager promptly.
5. 5. General Practice Administration and Teamwork Work collaboratively with GPs, nurses, healthcare assistants, managers and other administrative colleagues. Support the daily running of reception, ensuring the reception area remains organised and professional. Assist with incoming post, emails, document handling and general office duties. Follow practice policies, standard operating procedures and health and safety requirements. Attend staff meetings, training sessions and appraisals as required. Assist colleagues during periods of high demand and provide appropriate cover when required. Undertake other reasonable duties consistent with the role and level of responsibility.