Receptionist @ St James Medical Centre

Job summary

The GP Receptionist is a key front-line role within an NHS GP practice, acting as the first point of contact for patients, carers, and visitors. The role is essential in ensuring the smooth and efficient running of the practice on a daily basis.

You will provide a professional, caring, and confidential reception and administrative service, supporting both patients and the clinical team. This includes managing appointments, handling telephone and face-to-face enquiries, processing prescriptions, and maintaining accurate patient records using clinical systems such as EMIS Web.

Working in a busy primary care environment, the role requires excellent communication skills, attention to detail, and the ability to remain calm and organised under pressure. You will play an important part in ensuring patients are directed to the right services and receive timely, appropriate care.

Overall, the GP Receptionist role is vital in supporting high-quality patient care and contributing to the effective running of the NHS GP practice.

Main duties of the job

• Provide a professional and welcoming reception service to patients, carers, and visitors
• Answer telephone calls promptly, deal with enquiries, and signpost patients appropriately
• Book, cancel, and manage appointments using clinical systems (e.g. EMIS/SystmOne)
• Process repeat prescription requests in line with practice procedures
• Maintain accurate and up-to-date patient records, ensuring confidentiality at all times
• Scan, file, and process incoming/outgoing correspondence and clinical documents
• Support clinicians with administrative tasks, including referrals and follow-ups
• Deal with patient queries in a calm and professional manner, including difficult or distressed individuals
• Ensure compliance with GDPR, NHS policies, and practice procedures
• Work effectively as part of a team in a busy, fast-paced primary care environment

About us

St James Medical Centre is an NHS GP practice located in West Croydon, serving a patient population of around 9,800 patients across Croydon and the surrounding area.

The practice provides a wide range of primary care services, including general medical consultations, chronic disease management (such as asthma and COPD), health screenings, vaccinations, and minor procedures.

It operates from its main site at 189a St Jamess Road, Croydon and also runs a branch surgery at Castle Hill Surgery in New Addington, allowing it to support patients across multiple local communities.

The clinical team includes GPs, nurses, healthcare assistants, and specialist staff such as a diabetic nurse and counsellor/psychotherapist, working together to deliver coordinated patient care.

The practice is rated Good by the Care Quality Commission (CQC) and has been established for over 25 years, with a strong focus on providing accessible, community-based NHS healthcare.

It is also a training practice, hosting medical students from Kings College London and St Georges University, contributing to the development of future healthcare professionals.

Overall, St James Medical Centre is a busy, urban NHS GP practice focused on delivering high-quality, accessible care while supporting a diverse local population.

Job description

Job responsibilities

Patient Services

• Act as the first point of contact for patients in person and by telephone
• Deal with patient enquiries in a polite, professional, and sensitive manner
• Book, cancel, and amend appointments accurately and efficiently
• Signpost patients to appropriate clinicians or services

Administration Duties

• Maintain accurate and up-to-date patient records using clinical systems
• Process repeat prescription requests following practice protocols
• Scan, file, and manage incoming and outgoing correspondence
• Support administrative tasks including referrals and clinical document processing

Team Support

• Work closely with GPs, nurses, and the wider practice team
• Assist with the organisation of clinics and daily workflows
• Support colleagues to ensure smooth and efficient service delivery

Confidentiality & Compliance

• Maintain strict confidentiality in line with GDPR and NHS policies
• Follow all practice procedures, protocols, and safeguarding requirements
• Ensure a professional and safe reception environment at all times

General Responsibilities

• Manage a busy workload in a fast-paced environment
• Remain calm and professional when dealing with difficult or distressed patients
• Work effectively as part of a team and support colleagues when required
• Participate in training and continuous development relevant to the role

Person Specification

Experience

Essential

• Experience:
• Experience in a customer service, reception, or administrative role
• Experience dealing with members of the public in person and/or by telephone
• Experience working in a busy environment with competing priorities
• Experience using IT systems for data entry, emails, and general administration
• Experience handling confidential or sensitive information appropriately
• Experience working effectively as part of a team
• Skills & Abilities:
• Excellent communication skills (verbal and written)
• Strong telephone manner and ability to deal with enquiries professionally
• Good IT skills, including Microsoft Office (Word, Outlook, Excel)
• Ability to prioritise workload and manage time effectively
• Ability to remain calm and professional under pressure
• High level of accuracy and attention to detail
• Ability to work well as part of a team

Desirable

• Previous experience in a GP practice, NHS, or healthcare setting
• Experience using clinical systems such as EMIS Web or SystmOne
• Experience processing appointments, prescriptions, referrals, or clinical correspondence
• Experience working in a high-volume telephone or call-handling environment
• Experience dealing with distressed or vulnerable individuals professionally
• Skills & Abilities:
• Ability to use clinical systems (EMIS / SystmOne)
• Ability to multitask in a fast-paced healthcare environment
• Ability to deal with difficult conversations in a calm and empathetic way

Knowledge

Essential

• Understanding of confidentiality and GDPR in a healthcare setting
• Awareness of good customer care principles
• Basic understanding of safeguarding and patient safety
• Personal Qualities
• Friendly, polite, and approachable manner
• Reliable, punctual, and professional
• Able to remain calm in a busy and sometimes challenging environment
• Respectful of patient confidentiality at all times
• Flexible and willing to adapt to service needs
• Positive attitude and team-focused approach

Desirable

• Knowledge of NHS primary care services and how GP practices operate
• Understanding of appointment systems and patient pathways
• Personal Qualities:
• Proactive and willing to learn new systems and procedures
• Empathetic when dealing with patients and their concerns

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

St James Medical Centre

Address

189A St James Road

Croydon

Surrey

CR0 2BZ

United Kingdom

Employer's website

https://www.stjamesmedicalcentre.nhs.uk/ (Opens in a new tab)