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Posted 22 hour(s) ago
Reference: 2380436
Job summary
To act as the first point of contact for patients, visitors, and healthcare professionals contacting Albion Street Group Practice. The post holder will provide a professional, compassionate, and efficient reception and administrative support service, ensuring the smooth operational running of the practice and high standards of patient care.
Main duties of the job
Welcome patients and visitors to the practice warmly, efficiently, and professionally.
Answer incoming telephone calls, handling enquiries, scheduling appointments, and routing calls
Manage patient requests for repeat prescriptions, test results, and general practice information in accordance with practice protocols.
Utilise the practice clinical system EMIS Web to book, reschedule, and cancel appointments for GPs, nurses, and allied healthcare professionals.
Manage signposting and care navigation to direct patients to the most suitable service or clinician (e.g., GP, practice nurse, pharmacist, or local community services).
Monitor e-consultations and online booking requests,
Process incoming and outgoing medical correspondence, scan clinical documents into patient records, and workflow tasks to appropriate team members.
Process repeat prescription requests accurately and liaise with local pharmacies when necessary.
Register new patients, update demographic details, and process temporary patient registrations.
Support doctors and nursing staff with daily administrative tasks
Ensure the reception area, waiting room, and desk environments remain tidy, safe, and stocked with relevant patient information leaflets.
Assist with opening and securing the practice premises according to standard operating procedures.
Participate in staff meetings, training sessions, and annual appraisals.
Comply with CQC Policies
About us
Welcome to Albion Street Group Practice
Situated at the heart of Rotherhithe in South East London, Albion Street Group Practice is a modern, vibrant, and welcoming NHS primary care surgery dedicated to providing high-quality, patient-centered care to our diverse local community. We pride ourselves on creating an environment where both our patients and our team members feel truly valued, supported, and connected.
Details
Date posted
02 October 2026
Pay scheme
Other
Salary
£14.80 an hour
Contract
Permanent
Working pattern
Full-time
Reference number
A2284-26-0005
Job locations
Albion Street Group Practice
87 Albion Street
London
SE16 7JX
United Kingdom
Job description
Job responsibilities
KEY DUTIES AND RESPONSIBILITIES
1. Reception & Patient Navigation
Welcome patients and visitors to the surgery in a warm, empathetic, and professional manner.
Direct patients appropriately to clinicians, services, or allied healthcare professionals using practice care navigation guidelines.
Respond promptly and efficiently to incoming telephone enquiries, routine requests, and emergencies following practice protocols.
Handle patient enquiries regarding test results, repeat prescriptions, and general service pathways with tact and sensitivity.
2. Clinical Systems & Administration (EMIS Web)
Use the EMIS Web clinical system to schedule, reschedule, and cancel patient appointments for GPs, nurses, and allied health staff.
Process repeat prescription requests accurately and liaise with local community pharmacies as necessary.
Register new patients, verify ID documents, and process temporary patient registrations in compliance with NHS guidelines.
Monitor online triage requests, digital consultations, and practice messaging channels.
3. Document Management & Workflow
Scan, code, and attach incoming clinical correspondence, hospital discharge summaries, and pathology lab results to patient electronic records.
Action tasks and messages assigned by GPs, nurses, and administrative management in a timely manner.
Maintain strict adherence to NHS Information Governance, GDPR, and patient confidentiality policies at all times.
4. Health, Safety & Practice Operations
Maintain a clean, tidy, and welcoming reception and waiting room environment.
Assist in opening and securing the practice building in line with daily security procedures.
Follow infection prevention and control guidelines, safeguarding procedures (for children and vulnerable adults), and practice health and safety standards.
Participate in practice team meetings, annual appraisals, and mandatory NHS training modules.
Job description
Job responsibilities
KEY DUTIES AND RESPONSIBILITIES
1. Reception & Patient Navigation
Welcome patients and visitors to the surgery in a warm, empathetic, and professional manner.
Direct patients appropriately to clinicians, services, or allied healthcare professionals using practice care navigation guidelines.
Respond promptly and efficiently to incoming telephone enquiries, routine requests, and emergencies following practice protocols.
Handle patient enquiries regarding test results, repeat prescriptions, and general service pathways with tact and sensitivity.
2. Clinical Systems & Administration (EMIS Web)
Use the EMIS Web clinical system to schedule, reschedule, and cancel patient appointments for GPs, nurses, and allied health staff.
Process repeat prescription requests accurately and liaise with local community pharmacies as necessary.
Register new patients, verify ID documents, and process temporary patient registrations in compliance with NHS guidelines.
Monitor online triage requests, digital consultations, and practice messaging channels.
3. Document Management & Workflow
Scan, code, and attach incoming clinical correspondence, hospital discharge summaries, and pathology lab results to patient electronic records.
Action tasks and messages assigned by GPs, nurses, and administrative management in a timely manner.
Maintain strict adherence to NHS Information Governance, GDPR, and patient confidentiality policies at all times.
4. Health, Safety & Practice Operations
Maintain a clean, tidy, and welcoming reception and waiting room environment.
Assist in opening and securing the practice building in line with daily security procedures.
Follow infection prevention and control guidelines, safeguarding procedures (for children and vulnerable adults), and practice health and safety standards.
Participate in practice team meetings, annual appraisals, and mandatory NHS training modules.
Person Specification
Experience
Essential
- Experience of working in a busy customer service, reception, or administrative role.
- Experience of dealing with members of the public, including vulnerable or distressed patients.
- Experience of managing high-volume telephone calls, scheduling appointments, and handling patient enquiries.
- Experience of working collaboratively within a team environment.
- Experience of handling confidential or sensitive information in accordance with data protection guidelines.
Desirable
- Experience of working in primary care or an NHS GP practice setting.
- Experience of using GP clinical software systems such as EMIS Web.
- Experience of clinical document scanning, medical coding, or processing repeat prescriptions.
Qualifications
Essential
- GCSEs (or equivalent) in English and Mathematics at Grade C / Grade 4 or above.
- Minimum 1 year experience in a customer-facing or administrative role handling high-volume telephone and in-person queries.
- Excellent verbal and written communication skills with strong attention to detail.
- Proficient IT skills (working knowledge of Microsoft Office, email, and digital file management).
- Proven ability to multi-task, prioritize workload, and remain calm under pressure in a busy environment.
- Strong commitment to maintaining patient privacy, discretion, and strict confidentiality
Desirable
- Worked in General Practice or an NHS primary care environment previously.
- Hands-on experience using GP clinical systems (specifically EMIS Web).
- Familiarity with medical terminology, SNOMED coding, or care navigation practices.
- NVQ Level 2/3 in Customer Service, Business Administration, or Health and Social Care.
- AMSPAR Medical Receptionist/Secretary qualification
Person Specification
Experience
Essential
- Experience of working in a busy customer service, reception, or administrative role.
- Experience of dealing with members of the public, including vulnerable or distressed patients.
- Experience of managing high-volume telephone calls, scheduling appointments, and handling patient enquiries.
- Experience of working collaboratively within a team environment.
- Experience of handling confidential or sensitive information in accordance with data protection guidelines.
Desirable
- Experience of working in primary care or an NHS GP practice setting.
- Experience of using GP clinical software systems such as EMIS Web.
- Experience of clinical document scanning, medical coding, or processing repeat prescriptions.
Qualifications
Essential
- GCSEs (or equivalent) in English and Mathematics at Grade C / Grade 4 or above.
- Minimum 1 year experience in a customer-facing or administrative role handling high-volume telephone and in-person queries.
- Excellent verbal and written communication skills with strong attention to detail.
- Proficient IT skills (working knowledge of Microsoft Office, email, and digital file management).
- Proven ability to multi-task, prioritize workload, and remain calm under pressure in a busy environment.
- Strong commitment to maintaining patient privacy, discretion, and strict confidentiality
Desirable
- Worked in General Practice or an NHS primary care environment previously.
- Hands-on experience using GP clinical systems (specifically EMIS Web).
- Familiarity with medical terminology, SNOMED coding, or care navigation practices.
- NVQ Level 2/3 in Customer Service, Business Administration, or Health and Social Care.
- AMSPAR Medical Receptionist/Secretary qualification
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
Albion Street Group Practice
Address
Albion Street Group Practice
87 Albion Street
London
SE16 7JX
United Kingdom
Employer's website
https://www.albionstreetgrouppractice.co.uk/ (Opens in a new tab)
Employer details
Employer name
Albion Street Group Practice
Address
Albion Street Group Practice
87 Albion Street
London
SE16 7JX
United Kingdom
Employer's website
https://www.albionstreetgrouppractice.co.uk/ (Opens in a new tab)