• Job Description

  Req#: A0957-25-0000?language=en&page=20&sort=publicationDateDesc

  Job summary

  Park Lane Surgery is looking to recruit an organised and friendly receptionist to join our team, on a part time basis of 16.5 hours per week, although some flexibility will be required to cover holidays.

  The hours are

  Wednesday 10.00am - 4.00pm

  Thursday 8.00am - 1.30pm

  Friday 2.00pm - 7.00pm

  Previous experience is preferred, but not essential as training will be given to the right candidate. The ideal candidate would have good communication, organisational skills and to be able to undertake a range of duties to support the team.

  Main duties of the job

  Duties to include, but not limited to

  Assisting and directing patients

  Making appointments via the telephone and face to face

  Dealing with queries and requests for information from patients and clinicians

  Advising patients of practice procedures

  About us

  Park Lane Surgery is a friendly practice serving a patient population of 10,200 and operating from a purpose built premises.

  We are members of the H&B Health primary care network.

  We use SystmOne clinical system.

  Details

  Date posted

  30 May 2025

  Pay scheme

  Other

  Salary

  £12.21 an hour

  Contract

  Permanent

  Working pattern

  Part-time

  Reference number

  A0957-25-0000

  Job locations

  8 Park Lane

  Broxbourne

  Hertfordshire

  EN10 7NQ

  
  

  Job description

  Job responsibilities

  Job Summary:

  Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

  Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone

  Job Responsibilities:

  • Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
  • Deal with all general enquiries, explain procedures and make new and follow-up appointments both on the telephone and face to face.
  • 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 in a polite, courteous and efficient manner. Divert calls and record messages, concisely and accurately pass on appropriately.
  • Take requests for home visits, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.
  • Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
  • Maintain an efficient handover at change of rota/end of shift.
  • Enter patient information on to the computer as required.
  • Premises:

  o When in rota provide reliable 7.45am arrival to open up premises, de-activate alarm and make all necessary preparations to receive patients.

  o When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.

  • Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.

  Confidentiality:

  • In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
  • In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
  • Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

  Equality and Diversity:

  The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

  • Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
  • Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
  • Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

  Personal/Professional Development:

  The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

  • Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
  • Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

  Quality:

  The post-holder will strive to maintain quality within the Practice, and will:

  • Alert other team members to issues of quality and risk
  • Assess own performance and take accountability for own actions, either directly or under supervision
  • Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
  • Work effectively with individuals in other agencies to meet patients needs
  • Effectively manage own time, workload and resources

  Communication:

  The post-holder should recognize the importance of effective communication within the team and will strive to:

  • Communicate effectively with other team members
  • Communicate effectively with patients and carers
  • Recognize peoples needs for alternative methods of communication and respond accordingly

  Contribution to the Implementation of Services:

  The post-holder will:

  • Apply Practice policies, standards and guidance
  • Discuss with other members of the team how the policies, standards and guidelines will affect own work
  • Participate in audit where appropriate

  Job description

  Job responsibilities

  Job Summary:

  Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

  Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone

  Job Responsibilities:

  • Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
  • Deal with all general enquiries, explain procedures and make new and follow-up appointments both on the telephone and face to face.
  • 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 in a polite, courteous and efficient manner. Divert calls and record messages, concisely and accurately pass on appropriately.
  • Take requests for home visits, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.
  • Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
  • Maintain an efficient handover at change of rota/end of shift.
  • Enter patient information on to the computer as required.
  • Premises:

  o When in rota provide reliable 7.45am arrival to open up premises, de-activate alarm and make all necessary preparations to receive patients.

  o When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.

  • Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.

  Confidentiality:

  • In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
  • In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
  • Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

  Equality and Diversity:

  The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

  • Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
  • Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
  • Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

  Personal/Professional Development:

  The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

  • Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
  • Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

  Quality:

  The post-holder will strive to maintain quality within the Practice, and will:

  • Alert other team members to issues of quality and risk
  • Assess own performance and take accountability for own actions, either directly or under supervision
  • Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
  • Work effectively with individuals in other agencies to meet patients needs
  • Effectively manage own time, workload and resources

  Communication:

  The post-holder should recognize the importance of effective communication within the team and will strive to:

  • Communicate effectively with other team members
  • Communicate effectively with patients and carers
  • Recognize peoples needs for alternative methods of communication and respond accordingly

  Contribution to the Implementation of Services:

  The post-holder will:

  • Apply Practice policies, standards and guidance
  • Discuss with other members of the team how the policies, standards and guidelines will affect own work
  • Participate in audit where appropriate

  Person Specification

  Experience

  Essential

  • You will have excellent communication skills with a clear and polite telephone manner.
  • You will work in a polite, confidential, and discreet manner, respecting patients at all times.
  • You will have experience of working with the general public, being sensitive and empathic in distressing situations.
  • You will be confident to work as part of a team and be able to think on your feet independently.

  Desirable

  • Previous experience of SystmOne clinical system is desirable but not essential as training will be given.

  Person Specification

  Experience

  Essential

  • You will have excellent communication skills with a clear and polite telephone manner.
  • You will work in a polite, confidential, and discreet manner, respecting patients at all times.
  • You will have experience of working with the general public, being sensitive and empathic in distressing situations.
  • You will be confident to work as part of a team and be able to think on your feet independently.

  Desirable

  • Previous experience of SystmOne clinical system is desirable but not essential as training will be given.

  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

  Park Lane Surgery

  Address

  8 Park Lane

  Broxbourne

  Hertfordshire

  EN10 7NQ

  
  

  Employer's website

  https://parklanesurgerybroxbourne.nhs.uk/ (Opens in a new tab)

  Employer details

  Employer name

  Park Lane Surgery

  Address

  8 Park Lane

  Broxbourne

  Hertfordshire

  EN10 7NQ

  
  

  Employer's website

  https://parklanesurgerybroxbourne.nhs.uk/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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