About this role
Job summary
Are you a warm, organised and professional individual who enjoys helping people? We are looking for a GP Receptionist to join our busy and supportive practice team.
As the first point of contact for our patients, you will play a vital role in creating a positive experience for everyone who contacts or visits the practice. You will be responsible for welcoming patients, managing appointments, handling telephone enquiries and supporting the smooth day-to-day running of our reception service.
We are seeking someone who has excellent communication and customer service skills, can remain calm under pressure, and is able to work efficiently in a fast-paced healthcare environment. Previous reception or administrative experience is desirable, although full training will be provided for the right candidate.
In return, you will become part of a friendly and dedicated team that is committed to delivering high-quality patient care. This is a rewarding opportunity to make a real difference in your local community while developing your skills within a respected and caring healthcare setting.
If you are reliable, compassionate and enjoy working with people, we would love to hear from you.
The role on offer is 13.5 hours to be worked:
Monday 08:00 - 12:30
Wednesday 08:00 - 12:30
Thursday 08:00 - 12:30
Main duties of the job
As a GP Receptionist, you will be the first point of contact for patients, providing a professional, friendly and efficient service both in person and over the telephone. You will be responsible for managing appointment bookings, responding to patient enquiries, signposting patients to the most appropriate services, and ensuring accurate information is recorded on clinical systems.
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.
About us
Located in the beautiful Surrey Hills, we are a well-established and forward-thinking GP organisation serving approximately 28,500 patients across two practice sites. We are committed to delivering high-quality, patient-centred healthcare to our local community and pride ourselves on providing accessible, compassionate and professional services.
Our organisation is made up of a wide range of dedicated professionals, including GPs, nurses, healthcare assistants, pharmacists, care coordinators, social prescribing link workers, receptionists, administrators and management staff. Every role plays an important part in supporting patients and ensuring the smooth running of our practices.
We pride ourselves on fostering a friendly, supportive and inclusive working environment where teamwork and mutual respect are at the heart of everything we do. Staff work collaboratively across both sites, sharing knowledge and expertise to provide the best possible care and service.
Working with us offers the opportunity to be part of a busy and rewarding healthcare setting where no two days are the same. We value our employees and support their development through training, learning opportunities and guidance from experienced colleagues.
This is an exciting opportunity to join a welcoming and dedicated team and make a real difference to the health and wellbeing of the communities we serve.
Job description Job responsibilities
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.
Person Specification
Qualifications Essential
GCSE grade A to C in English and Maths
Experience Essential
Previous experience in a customer-facing role, preferably within the NHS or healthcare setting. Understanding of patient confidentiality and data protection (GDPR). Flexibility to work varied shifts, including evenings and weekends, if required. Computer IT Skills
Desirable
Experience with clinical systems such as EMIS. Knowledge of medical terminology. Training or qualifications in customer service or care navigation.
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 Bartlett Group Practice
Address Wharf Road
Ash Vale
Aldershot
Hampshire
GU12 5BA
United Kingdom
Employer's website https://www.bartlettgrouppractice.co.uk/ (Opens in a new tab)