Receptionist/Administration in Brentford

Brentford Family Practice, located within Brentford Health Centre, Boston Manor Road, Brentford, TW8 8DS, is seeking a reliable and organised Medical Administrator / Receptionist to join our team. The practice is committed to delivering high-quality primary care services to our local community and supporting patients through efficient administrative and clinical support systems.

The successful candidate will play a key role in supporting the multidisciplinary team by undertaking a wide range of administrative duties. This includes managing incoming clinical correspondence through SystmOne, scanning and processing patient documents, handling medical reports and letters, and ensuring that important information is accurately distributed to the relevant clinicians.

In addition to administrative responsibilities, the role will involve some front-of-house reception duties, including welcoming and directing patients, managing appointments through the clinical system, responding to patient queries, and assisting patients both in person and over the phone. The position requires strong organisational skills, attention to detail, and the ability to communicate effectively with patients, clinicians, and external healthcare providers such as hospitals and community services.

Main duties of the job

The role involves providing comprehensive administrative and reception support to the multidisciplinary team within the practice. Key responsibilities include:

• Managing and processing incoming clinical correspondence through SystmOne.
• Scanning and filing patient documents.
• Handling medical reports and letters.
• Ensuring accurate distribution of information to clinicians.
• Greeting and directing patients.
• Managing the appointment system.
• Booking appointments.
• Responding to patient enquiries.
• Assisting with general administrative tasks to support the smooth and efficient operation of the practice.

About us

Brentford Family Practice is a primary care GP surgery located at Brentford Health Centre, Boston Manor Road, Brentford, TW8 8DS, providing NHS general medical services to patients in the local community. The practice delivers a wide range of primary healthcare services including GP consultations, chronic disease management, vaccinations, screening services, and health checks. It also works closely with multidisciplinary healthcare professionals such as practice nurses, healthcare assistants, pharmacists, and administrative staff to support patient care.

The practice aims to provide accessible, patient-centred care and has introduced digital systems such as SystmConnect to enable patients to request appointments and administrative support online, helping clinicians prioritise patients based on clinical need and improve access to care. Brentford Family Practice serves a diverse patient population and works collaboratively with local NHS organisations and community services to ensure patients receive timely, coordinated care. The surgery operates Monday to Friday with additional availability for patients through extended access services and online NHS platforms.

Job responsibilities

The following are the core responsibilities of the Medical Receptionist. There may occasionally be a requirement to carry out other duties depending on workload, operational needs, and staffing levels.

Primary Responsibilities

• Receive and process correspondence from hospitals, external healthcare providers, and other agencies.
• Scan and upload documents onto the SystmOne clinical system, ensuring accurate patient record management.
• Review and appropriately allocate documents within SystmOne, forwarding them to the relevant clinician for review and action.
• Initiate and respond to requests from patients, practice staff, and external healthcare agencies in a professional and timely manner.
• Photocopy and prepare documentation as required by clinicians and administrative staff.
• Provide administrative support and cover for colleagues during periods of absence.
• Accurately input patient information and updates into SystmOne where required.
• Manage and resolve patient queries efficiently, escalating issues where appropriate.
• Maintain a clean, organised, and efficient working environment at all times.
• Provide general administrative support to clinical staff as required.
• Complete administrative tasks relating to patient results, correspondence, and clinical letters.
• Demonstrate flexibility and adaptability in managing changing workloads and priorities to ensure the smooth operation of the practice.
• Use SystmOne and other digital systems effectively for patient record management, appointment scheduling, and communication within the practice.

Secondary Responsibilities

• Maintain and monitor the practice appointment system using SystmOne.
• Process appointment requests received in person, by telephone, and via online systems such as SystmConnect or other web-based request platforms.
• Answer incoming telephone calls and direct them appropriately or deal with enquiries where possible.
• Signpost patients to the appropriate healthcare professional or service within the NHS.
• Support practice audits and administrative reviews as directed by management.
• Process incoming electronic communications and documents where required.
• Scan and attach patient-related documentation accurately to patient records within SystmOne.
• Carry out opening and closing procedures in accordance with the practice rota and operational requirements.

Person Specification

Qualifications

Essential

• Educated to GCSE level or equivalent;
• GCSE Mathematics & English (C or above);
• AMSPAR Receptionists Qualification;
• NVQ Level 2 in Health and Social Care;

Experience

Essential

• Experience working on EMIS or System One.
• Experience working with the general public.

Desirable

• Experience in administrative duties;
• Experience working in a health care setting;