Receptionist/Front of House

Job summary

Hilltop Medical Practice is seeking a reliable, professional and friendly Receptionist to join our front of house team.

This is a key role within the practice, acting as the first point of contact for patients and supporting the smooth day to day running of reception services. We welcome applications from individuals with experience in busy customer facing environments, such as retail, hospitality, reception or call centre settings. Previous GP practice experience is not essential as full training will be provided.

Main duties of the job

Key Duties

• Welcoming patients and visitors in a professional and courteous manner
• Answering and managing high volume telephone enquiries
• Booking, amending and cancelling appointments in line with practice procedures
• Supporting patients with queries and signposting appropriately
• Handling complaints and difficult situations calmly and professionally
• Managing prescription queries and practice ordering
• Completing basic administrative tasks and maintaining accurate records
• Maintaining strict confidentiality at all times

About us

Hilltop Medical Practice is a well-established, friendly, and welcoming GP practice serving a diverse and growing community in Brent. We pride ourselves on providing high-quality, compassionate healthcare while maintaining a strong focus on accessibility, inclusion, and patient experience. Practice has recently been rated as 'Good' by CQC.

Our multidisciplinary team includes experienced GPs, nurses, pharmacists, social prescribers, care coordinators, and dedicated administrative staff who work collaboratively to support patients and one another. We have created a positive working environment where teamwork, mutual respect, and open communication are highly valued.

We are committed to the professional development and wellbeing of our staff and encourage continuous learning, innovation, and service improvement. Team members benefit from flexible working arrangements, supportive leadership, modern clinical systems, and opportunities to develop clinical or non-clinical interests.

At Hilltop Medical Practice, we recognise that our people are our greatest asset. We strive to create a workplace where individuals feel valued, supported, and empowered to provide the very best care to the communities we serve.

Job responsibilities

Job Purpose

To provide a professional, welcoming and efficient front of house reception and administrative service at Hilltop Medical Practice. As the first point of contact for patients, the post holder will play a key role in managing patient enquiries, coordinating access to appointments, and ensuring the smooth day to day operation of the practice.

The role requires the ability to work calmly in a busy environment, communicate effectively with a wide range of patients, handle complaints and difficult situations appropriately, and maintain high standards of confidentiality and professionalism at all times.

Person specification

Skills & Knowledge

Essential

• Strong communication and interpersonal skills.
• Ability to remain calm, professional and courteous under pressure.
• Computer literate, with the ability to use email, appointment systems and basic data entry accurately.
• Good organisational skills and attention to detail.
• Ability to prioritise tasks in a fast paced environment.

Experience

Essential

• Experience working in a busy environment (not necessarily healthcare).
• Previous experience in retail, hospitality, reception, call centre or another customer facing role.
• Experience dealing with complaints, difficult customers or challenging situations.
• Experience handling face to face and telephone enquiries.

Desirable

• Previous experience working in a GP surgery or healthcare environment.
• Experience using clinical or administrative systems (e.g. EMIS, Docman).
• Experience in a high volume telephone role.

Attributes

Essential

• Mature, calm and professional approach.
• Reliable, punctual and dependable.
• Friendly, approachable and patient focused.
• Able to maintain confidentiality and professional boundaries.
• Flexible and adaptable to changing workloads and service needs.