GP Receptionist

The role involves handling a high volume of telephone calls, welcoming patients at reception, processing requests, and dealing with a wide range of administrative tasks. You will work closely with GPs, nurses and the wider practice team to help ensure the smooth day-to-day running of the practice and support the delivery of high-quality patient care.

The successful candidate will be expected to communicate sensitively and confidentially with patients, manage competing priorities, and deal with enquiries efficiently while maintaining excellent customer service standards. This is a varied and rewarding role that requires strong organisational skills, attention to detail, and the ability to remain calm and professional in a busy healthcare environment.

Job Purpose To provide an efficient, professional, and friendly reception service to patients while supporting the clinical team in the smooth running of the practice. As a Care Navigator, you will assist patients in accessing appropriate services and ensuring their care needs are met, promoting the best possible patient outcomes.

Key Responsibilities Reception Duties Welcome patients and visitors in a professional and courteous manner. Handle telephone calls efficiently, answering queries or redirecting them as appropriate.

Schedule and manage patient appointments using the practice's clinical systems. Update date patient records as necessary.

Handle patient correspondence, including emails and letters over the desk, ensuring confidentiality and accuracy. Assist patients in completing rapid health forms or questionnaires, either in person or over the phone.

Care Navigation Act as the first point of contact for patients, identifying their needs and signposting them to the appropriate clinician, service, or external support. Provide patients with information about services available within the NHS and the local community.

Use active listening and problem-solving skills to manage patient expectations and promote self-care where appropriate. Liaise with multidisciplinary teams and external organisations to coordinate patient care effectively.

Administrative Duties Maintain up-to-date patient records, ensuring accuracy and adherence to GDPR and confidentiality policies. Support the preparation of clinics, including managing patient recalls and bookings from patients appointment reminders.

Monitor and request office supplies to ensure the smooth running of the practice. Customer Service Handle patient feedback, complaints, and concerns in a sensitive and empathetic manner, escalating issues when necessary.

Promote a positive image of the practice at all times, ensuring high levels of patient satisfaction. Key Skills & Competencies Communication: Excellent verbal and written communication skills, with the ability to interact professionally with patients, staff, and external stakeholders.

IT Skills: Proficiency in using clinical systems (e.g., EMIS) and Microsoft Office applications. Organisational Skills: Ability to multitask, prioritise workloads, and work under pressure in a busy environment.

Teamwork: Collaborative approach to working with colleagues and contributing to a supportive team culture. Empathy & Compassion: A patient-centred approach, with the ability to handle sensitive situations with discretion and understanding.

Problem-Solving: Ability to think critically and navigate patients to the most appropriate service. Essential Requirements Previous experience in a customer-facing role, preferably within the NHS or healthcare setting.

Knowledge of NHS services and pathways. Understanding of patient confidentiality and data protection (GDPR).

Flexibility to work varied shifts, including evenings and weekends, if required. Desirable Requirements Experience with clinical systems such as EMIS.

Knowledge of medical terminology. Training or qualifications in customer service or care navigation.