About this role
Job summary
We are looking for a friendly, organised, and professional Call Handler / Front of House Receptionist to join our busy GP practice. As the first point of contact for patients, you will play an important role in providing a welcoming and efficient service both over the telephone and at reception. This is an excellent opportunity for someone with strong communication skills who enjoys working in a fast-paced, patient-focused environment. Previous reception or customer service experience is desirable but not essential, as full training will be provided.
Main duties of the job
The successful candidate will:
Answer incoming telephone calls and assist patients with enquiries.
Book, amend, and cancel appointments using the practice system.
Welcome patients and visitors at reception.
Process administrative tasks, including scanning and updating patient records.
Work closely with clinicians and the wider practice team to support the smooth running of the surgery.
Provide a high standard of customer service while maintaining patient confidentiality at all times.
About us
Lea Wharf Medical is a busy NHS GP practice providing high-quality primary care to our local community. We pride ourselves on delivering compassionate, patient-centred care and creating a welcoming environment for both patients and staff. You will be joining a supportive and friendly team that values teamwork, professionalism, and continuous learning. We are committed to developing our staff and providing a positive workplace where everyone can contribute and grow.
Job description Job responsibilities
As a Call Handler/Front of House Receptionist, you will play an important role in delivering an efficient and welcoming service to our patients. You will work across both the telephones and front-of-house reception, providing a high standard of customer care while supporting the day-to-day running of the practice.
Your responsibilities will include answering patient telephone calls, navigating patients to the most appropriate service, booking appointments, welcoming patients attending the surgery, responding to enquiries, and completing a range of administrative tasks. Reception duties and telephone handling are carried out separately to maintain patient confidentiality, with staff rotating between the two roles.
We are looking for someone who is organised, approachable and able to remain calm under pressure, with excellent communication and customer service skills. Previous experience in a GP practice or healthcare setting is desirable but not essential, as full training will be provided.
Working Hours (37.5 hours per week)
Monday: 08:00 18:30 (1-hour unpaid lunch break)
Tuesday: 14:00 18:30
Wednesday: 08:00 18:30 (1-hour unpaid lunch break)
Thursday: 08:00 18:30 (1-hour unpaid lunch break)
Friday: 14:00 18:30
Person Specification
Experience and skills Essential
Requirements: - Strong communication skills to effectively interact with patients. - Ability to work independently - Passion for providing exceptional service and attention to detail. - Patient and understanding demeanour when faced with challenges. - Approachable attitude towards patients
Desirable
Desired Skills: - Previous experience in a similar role is preferable. - Familiarity with handling incoming communications - Flexibility to adapt to changing work demands. - Willingness to learn new processes and procedures. - Professional telephone and face to face communication -Work well under pressure
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.
Employer details Employer name Lea Wharf Medical
Address 17 Bircherley Green
Hertford
SG14 1BN
United Kingdom
Employer's website https://www.leawharfmedical.nhs.uk/ (Opens in a new tab)