Job summary
As a GP receptionist, you will serve as the first point of
contact for patients, delivering a welcoming and professional service both in
person and over the phone. This role is key to the smooth operation of the
practice and includes responsibilities such as managing appointments,
responding to patient enquiries, dealing with e consults, maintaining accurate
records, and providing administrative support to the wider clinical team.
You are expected to uphold the organisations policies and
procedures at all times, with particular emphasis on maintaining patient
confidentiality, demonstrating empathy, and communicating clearly and
effectively. These qualities are especially important in a healthcare
environment, where patients may be distressed, anxious, or unwell.
A commitment to creating a calm, efficient, and
supportive environment is essential, as this directly contributes to the
delivery of high-quality patient care
Main duties of the job
A GP surgery receptionist provides essential front-line
support to patients and clinical staff, ensuring the smooth running of the
practice. Key duties include greeting patients, managing appointments, and
handling enquiries in person and over the phone. Receptionists update and
maintain patient records, process prescription requests, and manage incoming
correspondence, such as hospital letters and test results. They support
clinicians by preparing daily appointment lists, coordinating home visits, and relaying
urgent messages. The role involves extensive use of clinical systems for
booking and documentation, as well as liaising with external healthcare
providers for referrals and follow-ups. Receptionists must uphold
confidentiality and follow data protection and practice policies. They are
often the first contact for patients who may be distressed or unwell, so
excellent communication, empathy, and professionalism are essential. The
ability to multitask, stay calm under pressure, and manage competing demands is
crucial in delivering high-quality patient care and maintaining an efficient,
welcoming environment.
About us
The GP surgery was established in 1970 through the merger of three single-handed GPs Dr. Eglinton, Dr. Hill, and Dr. Young. It relocated to Millway in 1972 and later moved to its current premises on Hartley Avenue in 1998. The building was converted to support the needs of a growing, modern general practice. Since its founding, the patient list size has expanded from 14,000 to 23,900. The team has also grown significantly, increasing staff members, reflecting the ongoing development and demand for comprehensive primary care services.
Job description
Job responsibilities
JobTitle: Medical Receptionist
Location:Millway Medical Practice, NW7 2HX
Reports To:Reception lead & Operations Manager
Working Hours: Monday to Friday - 37.5
Salary:Commensurate on experience
Job Purpose:
To provide an efficient, professional, and welcoming front-line service to patients and visitors, supporting the smooth operation of the general practice. The medical receptionist plays a key role in managing patient flow, handling queries, maintaining accurate records, and supporting clinicians and administrative staff to deliver high-quality patient care.
Key Responsibilities:
Reception Duties:
- Greet patients and visitors in a courteous and professional manner.
- Book, amend, and cancel appointments using the clinical IT system.
- Ensure all patients are checked in and directed appropriately.
- Monitor patient waiting areas and keep patients informed of any delays.
- Handle incoming telephone calls promptly and efficiently.
- Provide non-clinical advice or information as appropriate.
- Manage home visit requests by alerting the duty doctor or following the practice protocol.
- Assist patients with the use of digital services (e.g., online bookings, forms, etc.).
- Monitor and respond to emails and eConsults in a timely manner.
Administrative Duties:
- Accurately input and retrieve patient data using clinical systems
- Process repeat prescription requests following practice policy.
- Open, scan, and distribute incoming mail as required.
- File patient records and documents both electronically and physically.
- Ensure medical records are up-to-date and properly maintained.
- Register new patients and update changes in personal details.
- Liaise with hospitals, pharmacies, and other health providers when required.
- Maintain the confidentiality and security of patient records at all times.
Support to Clinical Staff:
- Prepare consulting rooms for clinical sessions (e.g., stock checking, cleanliness).
- Pass accurate messages to clinicians and administrative staff.
- Assist with the recall of patients for reviews, immunisations, or screening.
- Support flu clinics and other health campaigns by managing bookings and patient flow.
Confidentiality & Data Protection:
- Adhere to strict confidentiality policies in line with GDPR and practice standards.
- Handle sensitive information appropriately and with discretion.
- Report any data breaches or concerns to the appropriate manager.
Person Specification:
Essential Criteria
GCSEs including English & Maths
Customer service or front-desk
Excellent communication and interpersonal skills; IT literate
Professional, courteous, calm under pressure
Desirable
NVQ Level 2/3 in Business Admin or equivalent
Previous experience in a medical setting Skills
Knowledge of EMIS
Team player with initiative
Key Competencies:
- Communication: Ability to communicate clearly with patients and colleagues.
- Attention to Detail: Accuracy in booking appointments and updating records.
- Organisation: Ability to manage time, prioritise tasks, and meet deadlines.
- Teamwork: Work collaboratively with a multidisciplinary team.
- Customer Service: Provide a helpful and respectful service to all patients.
Working Environment:
- The role is based at the surgerys reception area and may involve long periods of screen work.
- Occasional lifting of files or office supplies may be required.
- The job may involve dealing with distressed or unwell patients.
Training and Development:
- Induction and on-the-job training will be provided.
- Ongoing training in clinical systems, safeguarding, information governance, and customer service.
- Opportunity for progression within administration or clinical support roles.
Equality and Diversity:
The post-holder must carry out all duties with due regard to the practice's Equal Opportunities Policy, promoting a culture of inclusivity and respect.
Health and Safety:
All employees must comply with the Health and Safety policies and procedures, taking care of their own and others safety and reporting any hazards or incidents.
Safeguarding:
The receptionist must be aware of and adhere to safeguarding policies concerning the welfare of vulnerable children and adults, raising concerns as appropriate.
Other Duties:
This job description is not exhaustive. The post-holder may be required to carry out other tasks appropriate to their level of training and responsibility, in line with the evolving needs of the practice.
Job description
Job responsibilities
JobTitle: Medical Receptionist
Location:Millway Medical Practice, NW7 2HX
Reports To:Reception lead & Operations Manager
Working Hours: Monday to Friday - 37.5
Salary:Commensurate on experience
Job Purpose:
To provide an efficient, professional, and welcoming front-line service to patients and visitors, supporting the smooth operation of the general practice. The medical receptionist plays a key role in managing patient flow, handling queries, maintaining accurate records, and supporting clinicians and administrative staff to deliver high-quality patient care.
Key Responsibilities:
Reception Duties:
- Greet patients and visitors in a courteous and professional manner.
- Book, amend, and cancel appointments using the clinical IT system.
- Ensure all patients are checked in and directed appropriately.
- Monitor patient waiting areas and keep patients informed of any delays.
- Handle incoming telephone calls promptly and efficiently.
- Provide non-clinical advice or information as appropriate.
- Manage home visit requests by alerting the duty doctor or following the practice protocol.
- Assist patients with the use of digital services (e.g., online bookings, forms, etc.).
- Monitor and respond to emails and eConsults in a timely manner.
Administrative Duties:
- Accurately input and retrieve patient data using clinical systems
- Process repeat prescription requests following practice policy.
- Open, scan, and distribute incoming mail as required.
- File patient records and documents both electronically and physically.
- Ensure medical records are up-to-date and properly maintained.
- Register new patients and update changes in personal details.
- Liaise with hospitals, pharmacies, and other health providers when required.
- Maintain the confidentiality and security of patient records at all times.
Support to Clinical Staff:
- Prepare consulting rooms for clinical sessions (e.g., stock checking, cleanliness).
- Pass accurate messages to clinicians and administrative staff.
- Assist with the recall of patients for reviews, immunisations, or screening.
- Support flu clinics and other health campaigns by managing bookings and patient flow.
Confidentiality & Data Protection:
- Adhere to strict confidentiality policies in line with GDPR and practice standards.
- Handle sensitive information appropriately and with discretion.
- Report any data breaches or concerns to the appropriate manager.
Person Specification:
Essential Criteria
GCSEs including English & Maths
Customer service or front-desk
Excellent communication and interpersonal skills; IT literate
Professional, courteous, calm under pressure
Desirable
NVQ Level 2/3 in Business Admin or equivalent
Previous experience in a medical setting Skills
Knowledge of EMIS
Team player with initiative
Key Competencies:
- Communication: Ability to communicate clearly with patients and colleagues.
- Attention to Detail: Accuracy in booking appointments and updating records.
- Organisation: Ability to manage time, prioritise tasks, and meet deadlines.
- Teamwork: Work collaboratively with a multidisciplinary team.
- Customer Service: Provide a helpful and respectful service to all patients.
Working Environment:
- The role is based at the surgerys reception area and may involve long periods of screen work.
- Occasional lifting of files or office supplies may be required.
- The job may involve dealing with distressed or unwell patients.
Training and Development:
- Induction and on-the-job training will be provided.
- Ongoing training in clinical systems, safeguarding, information governance, and customer service.
- Opportunity for progression within administration or clinical support roles.
Equality and Diversity:
The post-holder must carry out all duties with due regard to the practice's Equal Opportunities Policy, promoting a culture of inclusivity and respect.
Health and Safety:
All employees must comply with the Health and Safety policies and procedures, taking care of their own and others safety and reporting any hazards or incidents.
Safeguarding:
The receptionist must be aware of and adhere to safeguarding policies concerning the welfare of vulnerable children and adults, raising concerns as appropriate.
Other Duties:
This job description is not exhaustive. The post-holder may be required to carry out other tasks appropriate to their level of training and responsibility, in line with the evolving needs of the practice.
Person Specification
Experience
Essential
- Essential Criteria
- Customer service or front-desk
- Excellent communication and interpersonal skills; IT literate
- Professional, courteous, calm under pressure
Desirable
- Desirable Criteria
- Previous experience in a medical setting Skills
- Knowledge of EMIS
- Personal Qualities
- Team player with initiative
Qualifications
Essential
- GCSEs including English & Maths
Desirable
- NVQ Level 2/3 in Business Admin or equivalent
Person Specification
Experience
Essential
- Essential Criteria
- Customer service or front-desk
- Excellent communication and interpersonal skills; IT literate
- Professional, courteous, calm under pressure
Desirable
- Desirable Criteria
- Previous experience in a medical setting Skills
- Knowledge of EMIS
- Personal Qualities
- Team player with initiative
Qualifications
Essential
- GCSEs including English & Maths
Desirable
- NVQ Level 2/3 in Business Admin or equivalent
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.
