Location
Grantham Road, London

Hours
37.5 hours per week

Salary
£28,939 per annum

About the Role
The Receptionist / Administrator is often the first point of contact for patients and plays a key role in ensuring patients receive a professional, friendly and efficient service. You will undertake a wide range of reception and administrative duties, supporting both patients and the multidisciplinary team. The role involves helping patients access the most appropriate health service, processing information accurately, managing appointments, supporting clinical administration and contributing to the smooth day-to-day running of the practice. Receptionists are expected to treat all patients, visitors and colleagues with kindness, dignity and respect, recognising that patients may be unwell, anxious or distressed.

Main Duties and Responsibilities
Patient Contact and Care Navigation
Greet patients and visitors in a professional and welcoming manner. Answer telephone calls, emails and online enquiries. Gather and record information accurately. Assist patients at the reception desk. Signpost patients to the most appropriate clinician, service or healthcare professional. Support patients to access NHS and community services. Explain and promote practice appointment and triage systems. Support patients to use digital services, including the NHS App. Arrange interpreting services where required. Promote self-care and direct patients to appropriate sources of support.
Appointment Management
Book, amend and cancel appointments in line with practice protocols. Maintain appointment systems and patient flow. Ensure appointments are booked with the most appropriate clinician or service. Update patient details and communication preferences. Make outgoing calls to patients when required.
Administrative Duties
Process referrals and advice and guidance requests. Process incoming clinical correspondence. Support repeat prescription processes. Support call and recall programmes, including screening and immunisation recalls. Register new patients and maintain accurate records. Scan, code and enter information into clinical systems. Process Subject Access Requests and third-party information requests in accordance with practice procedures. Process private fee payments in accordance with practice procedures. Use SMS, email and other approved communication tools appropriately.
Team Working
Work collaboratively with clinical and non-clinical colleagues. Support the wider team in delivering high-quality patient care. Complete allocated tasks and workflows in a timely manner. Support colleagues during busy periods and staff absences. Participate in meetings, audits, significant event reviews and learning activities where required. Contribute to continuous improvement within the practice.
Practice Support
Maintain a clean, tidy and welcoming environment. Assist with opening and closing the practice where required. Support practice security procedures. Handle and distribute stock and supplies as directed. Support Patient Participation Group activity when required. Undertake other duties appropriate to the role and level of responsibility.

Experience
Previous experience in a reception or administrative role is desirable but not essential. A willingness to learn and adapt to the practice environment is important.

About you
Professional, friendly and approachable with excellent communication skills. Able to work well under pressure and manage multiple tasks efficiently. Kind, respectful and empathetic towards patients, visitors and colleagues. Comfortable using digital systems and able to support patients with digital services. A team player who supports colleagues and contributes to a positive working environment.

Qualifications
No formal qualifications are strictly required; however, proficiency in IT and administration is advantageous. Training will be provided to support your development within the role.