Job summary We are seeking a part-time GP receptionist for 32.5 hours per week to join our busy but very friendly and supportive team located in Ealing. The position covers the afternoon shift. You will be the face of the practice and will be responsible for the smooth running of the front of house as well as back office. We require someone with excellent computer skills, a sense of humour and experience of working in a busy reception environment. We need someone who is flexible in providing cover at short notice if required from time to time. The candidate must be Systmone trained that has had previous experience of a GP Practice, but we could consider someone with the right acumen. The successful applicant will be expected to meet the English language fluency requirements as outlined in the Immigration Act 2016. Please email your CV and details to ravinder.ruprahnhs.net Main duties of the job The candidate will be working on the front desk, dealing with administration work, confidentiality is a must and work as part of team and be flexible About us The practice has 3 partners, 4 full-time salaried GP's, a practice nurse and HCA's. They are supported by the administrative team Date posted 07 January 2025 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Part-time Reference number A1074-25-0000 Job locations 6 Queens Walk London W5 1TP Job description Job responsibilities Duties and responsibilities The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the senior receptionist/practice manager, dependent on current and evolving practice workload and staffing levels. Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice. Acknowledge a patients arrival at the desk within 2/3 minutes of arriving, if the situation is unmanageable at the time due to the amount of patients waiting then advise the patients in the queue you will be with them as soon as possible and call for assistance. Deal with all general enquiries, explain procedures and make new and follow-up appointments. This requires a helpful attitude even when experiencing negative, unresponsive and sometimes verbally abusive behaviour from patients. Never lose your temper with patients; refer to your line manager if you feel unable to help. Communicate test results using taught skills and ensuring accuracy Be aware of your surroundings and of the patients in the waiting room. Be aware of which doctors and nurses are currently working in the building and whether they have arrived for their clinics.. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. Receive and make telephone calls as required. Phones must be answered within 3 rings and no more. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery. Be polite and helpful at ALL times. If a patients behavior becomes unacceptably abusive refer the call to your line manager. Keep your working environment clean, tidy and free from clutter at all times. Ensure that you provide an efficient, professional and detailed handover to the member of staff taking over from you before you leave your duty. Enter requests for home visits on the telephone consultation list ensuring careful recording of all relevant details and where necessary refer to Duty Doctor Premises: Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients. Ensure all emails, appointments etc. are read and actioned Maintaining and monitoring the practice appointments system, e.g. cancelling appointments or booking locums etc. Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional Using protocols and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery Enter requests for home visits into the visit book, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor. Booking ambulance Booking transport Advice patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same. Dealing with petty cash and taking card payments. Enter patient information on to the computer as required Dealing with tasks sent on Systmone, contacting or sending out letters to patients as requested by the doctor Making sure to be aware of room allocation for each clinician on a daily basis and dealing with allocation in absence of the reception manager Processing and distributing incoming (and outgoing) mail- to make sure franked mail is at the post office by 4.00pm on a daily basis. Taking messages and passing on information on manually and systmone. Preferably all tasks or messages should be sent electronically as there is a trail. Filing and retrieving paperwork Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures Ensure correspondence, reports, results are scanned or filed promptly as necessary in the correct records, ensuring that all recent correspondence is available when patients are seen. Ensure that all new patient registration paperwork is completed correctly and processed correctly Dealing with insurance and medical reports requests when allocated To deal with any complaints on contact before passing onto to the reception manager Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers Allocated tasks to taken care on a weekly basis Promoting the Friends and Family survey this is mandatory Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning Provision of refreshments for staff and visitors as required; keeping the kitchen area clean and tidy Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter Undertake any other additional duties appropriate and cover staff absences when required to the post, as requested by the Partners or the Practice Manager. Your employment is subject to change as and when required. Job description Job responsibilities Duties and responsibilities The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the senior receptionist/practice manager, dependent on current and evolving practice workload and staffing levels. Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice. Acknowledge a patients arrival at the desk within 2/3 minutes of arriving, if the situation is unmanageable at the time due to the amount of patients waiting then advise the patients in the queue you will be with them as soon as possible and call for assistance. Deal with all general enquiries, explain procedures and make new and follow-up appointments. This requires a helpful attitude even when experiencing negative, unresponsive and sometimes verbally abusive behaviour from patients. Never lose your temper with patients; refer to your line manager if you feel unable to help. Communicate test results using taught skills and ensuring accuracy Be aware of your surroundings and of the patients in the waiting room. Be aware of which doctors and nurses are currently working in the building and whether they have arrived for their clinics.. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. Receive and make telephone calls as required. Phones must be answered within 3 rings and no more. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery. Be polite and helpful at ALL times. If a patients behavior becomes unacceptably abusive refer the call to your line manager. Keep your working environment clean, tidy and free from clutter at all times. Ensure that you provide an efficient, professional and detailed handover to the member of staff taking over from you before you leave your duty. Enter requests for home visits on the telephone consultation list ensuring careful recording of all relevant details and where necessary refer to Duty Doctor Premises: Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients. Ensure all emails, appointments etc. are read and actioned Maintaining and monitoring the practice appointments system, e.g. cancelling appointments or booking locums etc. Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional Using protocols and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery Enter requests for home visits into the visit book, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor. Booking ambulance Booking transport Advice patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same. Dealing with petty cash and taking card payments. Enter patient information on to the computer as required Dealing with tasks sent on Systmone, contacting or sending out letters to patients as requested by the doctor Making sure to be aware of room allocation for each clinician on a daily basis and dealing with allocation in absence of the reception manager Processing and distributing incoming (and outgoing) mail- to make sure franked mail is at the post office by 4.00pm on a daily basis. Taking messages and passing on information on manually and systmone. Preferably all tasks or messages should be sent electronically as there is a trail. Filing and retrieving paperwork Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures Ensure correspondence, reports, results are scanned or filed promptly as necessary in the correct records, ensuring that all recent correspondence is available when patients are seen. Ensure that all new patient registration paperwork is completed correctly and processed correctly Dealing with insurance and medical reports requests when allocated To deal with any complaints on contact before passing onto to the reception manager Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers Allocated tasks to taken care on a weekly basis Promoting the Friends and Family survey this is mandatory Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning Provision of refreshments for staff and visitors as required; keeping the kitchen area clean and tidy Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter Undertake any other additional duties appropriate and cover staff absences when required to the post, as requested by the Partners or the Practice Manager. Your employment is subject to change as and when required. Person Specification Qualifications Essential GCSE grade A to C in English and Maths Qualified to NVQ level 2 in Health and Social Care Desirable N/A Person Specification Qualifications Essential GCSE grade A to C in English and Maths Qualified to NVQ level 2 in Health and Social Care Desirable N/A Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name Queens Walk Practice Address 6 Queens Walk London W5 1TP Employer's website https://www.queenswalkpractice.nhs.uk/ (Opens in a new tab)