Location: 343 Stag Lane, London, NW9 9AD, United Kingdom
Salary: £12.21 per hour
Contract Type: Permanent, Part-Time
Working Hours: 30 hours per week, Monday to Friday
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Monday & Wednesday: 08:00 am – 2:00 pm
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Tuesday, Thursday & Friday: 1:00 pm – 7:00 pm
Includes a paid 15-minute tea break for shifts over 3 hours.
Application Deadline: 22 June 2025
Overview of the Role
Willow Tree Family Doctors, a busy NHS General Practice in new purpose-built premises in Kingsbury, is seeking a cheerful, flexible, and enthusiastic Part-Time Receptionist/Admin Assistant. This frontline role is critical to delivering excellent patient care for over 16,000 registered patients.
As the first point of contact, you will provide compassionate, efficient assistance to patients both in-person and via telephone or eConsult. This position requires strong customer service experience, proficient computer skills, and the ability to handle a high volume of enquiries professionally.
Key Responsibilities of the Receptionist/Admin Assistant Role
Patient Reception and Communication
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Greet and assist patients face-to-face at the reception desk, ensuring a welcoming, polite, and efficient service.
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Handle all general enquiries, explaining procedures clearly and booking new and follow-up appointments using the computerised system.
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Prioritise urgent consultations for patients without prior appointments, using sound judgment and communication skills.
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Provide information on practice arrangements and requirements to new and temporary patients.
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Maintain awareness of the waiting area to address any issues promptly.
Telephone and Electronic Communication
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Manage appointment bookings via telephone, offering patients options for preferred doctors or urgent appointments.
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Accurately take messages and advice calls for doctors, entering details precisely following protocols.
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Record and pass on requests for home visits to duty doctors with all necessary details.
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Communicate test results to patients according to established guidelines.
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Handle calls from healthcare professionals regarding patients or appointments.
Repeat Prescription Management
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Process repeat prescription requests following the practice’s protocols.
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Screen prescription requests, escalating urgent ones appropriately.
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Keep prescription inboxes (both email and EMIS system) organised and up to date.
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Assist patients in understanding the repeat prescription system.
Administrative and IT Duties
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Manage all incoming paperwork and digital information promptly and according to in-house protocols.
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Maintain and update patient records electronically with accuracy.
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Troubleshoot day-to-day IT issues related to computers, printers, and software systems.
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Support the ongoing operation and development of the practice’s IT network and systems.
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Perform daily computer back-ups and liaise with external helpdesks as the first point of contact.
Patient Paper Records
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Retrieve, organise, and file patient paper records alphabetically, maintaining their condition and accuracy.
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Record the physical location of notes within the practice.
General Practice Support
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Open and close the premises daily, ensuring all safety and preparation protocols are met.
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Stock doctors’ rooms with consumables and manage clinical waste disposal following health and safety rules.
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Maintain cleanliness in shared areas such as kitchens and waiting rooms.
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Perform any additional duties as assigned by the Practice Manager or partners.
Specialist Duties (After Training)
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Prepare patient reports for insurance and legal purposes.
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Manage patient deductions and booking for post-natal, medical checks, and minor operations.
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Monitor incoming computer test results and manage scanning.
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Provide secretarial support, including typing and filing correspondence.
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Administer and update specific patient forms and data registers.
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Manage computer server backups and invoice checks.
Personal Development and Training
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Participate in annual appraisals with management.
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Attend regular staff meetings and training sessions.
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Identify and pursue training needs for continuous improvement.
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Remain open to feedback and professional growth.
Health, Safety, Equality & Quality Commitment
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Promote and maintain personal and workplace health and safety.
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Uphold equality, diversity, and patient rights by treating all individuals respectfully and without judgment.
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Maintain strict confidentiality concerning patient and practice information.
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Strive to improve quality and risk management within the practice.
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Collaborate with colleagues and external agencies to meet patient needs.
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Manage workload effectively and take accountability for actions.
Essential Qualifications & Experience
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Minimum 1 year experience in a customer-facing role, preferably in a busy NHS or healthcare environment.
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Strong interpersonal and communication skills to deal with diverse patient needs.
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Good computer literacy, especially in Microsoft Office (Word, Excel).
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Ability to commute easily to NW9 (Kingsbury area).
Desirable Skills
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Experience with Microsoft Office Access, PowerPoint, Publisher.
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Familiarity with NHS administrative systems and processes.
Benefits of Working at Willow Tree Family Doctors
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Work in a modern, purpose-built NHS practice serving a large community.
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Enjoy a supportive, friendly team environment.
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NHS pension scheme available.
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Part-time hours ideal for work-life balance.
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Paid breaks during shifts.
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Opportunity for ongoing professional development and training.
COVID-19 Vaccination Requirement
Please note, it is a legal requirement for all staff to be fully vaccinated against COVID-19 by 1 April 2022. Proof of vaccination or a valid medical exemption will be required upon appointment.
Why Choose a Receptionist/Admin Assistant Role in NHS General Practice?
Healthcare receptionists and administrative assistants play a crucial role in the delivery of frontline NHS services. Working at Willow Tree Family Doctors means joining a dedicated team that supports the health and wellbeing of thousands in Kingsbury and beyond. This role offers excellent exposure to NHS systems and a chance to develop healthcare administration skills in a dynamic environment.
How to Apply
Interested candidates should apply by 22 June 2025. For consideration, please ensure your application highlights relevant customer service experience, familiarity with NHS or healthcare environments, and your ability to handle a fast-paced, patient-facing role.
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