Receptionist

Job summary

We are seeking a friendly and organised Receptionist to be the first point of contact for our patients. The role involves managing appointments, handling enquiries, and supporting the day-to-day administration of a busy GP practice while delivering a professional and compassionate service.

Join a supportive and welcoming team where your contribution truly makes a difference to patient care. We offer a positive working environment, opportunities for development, and the chance to be part of a practice that values teamwork, respect, and high-quality service.

Main duties of the job

We are looking for a friendly, organised, and proactive Receptionist to join our busy GP practice. You will be the first point of contact for patients, providing a professional and welcoming service while supporting the smooth running of the practice.

• Greet patients and visitors in a courteous and professional manner
• Answer telephone calls and respond to enquiries efficiently
• Book, amend, and cancel patient appointments using the clinical system
• Receive and process requests for repeat prescriptions
• Handle patient information in a confidential manner at all times
• Register new patients and update patient records accurately
• Liaise with clinicians and other staff to support patient care
• Process incoming and outgoing correspondence (letters, emails, results)
• Manage general administrative tasks including scanning and filing
• Support with workflow tasks where required

About us

We are a busy, patient-focused GP practice committed to delivering high-quality, compassionate healthcare to our local community. Our multidisciplinary team works closely together to provide a wide range of primary care services, ensuring patients receive timely and effective support.

We pride ourselves on creating a welcoming and inclusive environment for both our patients and staff. As part of our team, you will contribute to a service that values professionalism, teamwork, and continuous improvement in line with NHS standards.

Job responsibilities

Key Responsibilities

Patient Services & Front Desk

• Provide a warm, courteous, and professional reception service to patients and visitors
• Manage patient enquiries in person, by telephone, and online
• Signpost patients to the most appropriate service (GP, nurse, pharmacist, or external services) in line with care navigation principles
• Handle difficult or sensitive situations with empathy and professionalism

Appointment & Workflow Management

• Book, amend, and cancel appointments using the clinical system (e.g. EMIS)
• Support effective triage by capturing accurate patient information
• Manage GP and clinician appointment templates to optimise access
• Process requests for home visits, urgent appointments, and routine care

Administrative Duties

• Maintain accurate and up-to-date patient records
• Process repeat prescription requests in line with practice protocols
• Scan, file, and distribute clinical correspondence
• Manage incoming and outgoing post
• Support general administrative tasks to ensure smooth practice operations

Team Working & Communication

• Work collaboratively with clinical and non-clinical staff
• Support colleagues during busy periods and provide cover when required
• Communicate effectively with the wider primary care team and external services

Confidentiality & Compliance

• Maintain strict patient confidentiality at all times in line with GDPR and NHS standards
• Adhere to practice policies, including safeguarding, health & safety, and infection control
• Ensure the reception environment is tidy, safe, and welcoming

• This list is not exhaustive

Additional Information

• Training and ongoing development will be provided
• The role may involve occasional extended hours during busy periods
• Wilbraham Surgery is committed to equality, diversity, and inclusion in the workplace

Person specification

Skills & Knowledge

Essential

• Excellent communication and interpersonal skills
• Strong organisational and time management skills
• Good IT skills, including Microsoft Office
• Ability to work accurately with attention to detail
• Ability to remain calm and professional under pressure
• Understanding of the importance of confidentiality

Desirable

• Knowledge of NHS services and primary care processes
• Understanding of patient confidentiality and GDPR

Qualifications

Essential

• Good standard of general education (GCSEs or equivalent, including English and Maths)

Desirable

• Customer service or administrative qualification
• Training in healthcare administration or reception duties

Experience

Essential

• Experience of working in a customer-facing role
• Experience handling telephone enquiries and dealing with the public
• Experience of administrative tasks (filing, data entry, record keeping)

Desirable

• Previous experience in a GP practice or NHS setting
• Experience using clinical systems (e.g. EMIS, SystmOne)
• Experience managing appointments or booking systems