About this role
Job summary
We are seeking a professional, organised, and patient-focused Receptionist/Administrator to join our friendly and supportive GP practice team. This is a varied and rewarding role at the heart of primary care, where you will be the first point of contact for patients and play a key part in ensuring the smooth day-to-day running of the surgery.
The successful candidate will provide excellent customer service, manage appointments, process patient registrations and medical record requests, undertake clinical coding and administrative duties, and support both patients and clinical staff. You will work in a fast-paced environment where attention to detail, confidentiality, and strong communication skills are essential.
This is an excellent opportunity for someone who enjoys helping people, thrives in a busy healthcare setting, and wants to make a positive difference to the patient experience. In return, St John's Way Medical Centre offer a welcoming team environment, opportunities for training and development, and the chance to contribute to the delivery of high-quality patient care within the NHS.
Main duties of the job
This is a varied and rewarding role within a busy GP practice, providing essential support to both patients and the wider healthcare team. You will play a key role in ensuring patients receive a positive experience and timely access to the services they need, while helping the practice operate efficiently and effectively.
The successful candidate will work in a fast-paced environment where excellent communication, organisation, and customer service skills are vital. You will be required to manage competing priorities, handle sensitive information with discretion, and work collaboratively with colleagues and external healthcare providers.
This role would suit someone who enjoys working with people, has strong administrative skills, and is committed to delivering high-quality patient care and support. Previous experience in a healthcare or customer-facing environment is advantageous, although full training will be provided for the right candidate.
About us
St Johns Way Medical Centre is a well-established, busy GP practice based in North London N19, we are committed to delivering high-quality, patient-centred care to a diverse local community. We are a supportive and forward-thinking team with a strong focus on collaboration, continuous learning, and service improvement.
The practice is led by 5 GP Partners and supported by an experienced Practice Manager, alongside a wider multidisciplinary team. Our clinical team includes 7 Salaried GPs, GP trainees at various stages (ST1, ST2, ST3, and FY2), 4 Nurses, 1 Healthcare Assistant, Mental Health Nurse, 2 Pharmacist, Social Prescriber, and a First Contact Physiotherapist. We operate across a purpose-built building with 14 consultation rooms, enabling us to provide a wide range of services to our patients.
Our non-clinical team consists of 13 dedicated administration and reception staff who play a vital role in ensuring the practice runs smoothly and patients receive a high standard of service.
We pride ourselves on maintaining a friendly, inclusive, and professional working environment where staff feel valued and supported. We are committed to staff development and training, encouraging everyone to grow in their roles. This is an excellent opportunity to join a welcoming team that works together to make a real difference in primary care.
Job description Job responsibilities
Manage and maintain the practice appointment system, ensuring appointments are booked, amended, and cancelled accurately.
Answer incoming telephone calls promptly and direct enquiries to the appropriate clinician, department, or external service.
Respond to patient queries and requests professionally, courteously, and efficiently, providing excellent customer service at all times.
Accurately enter, update, and maintain patient information within electronic patient record systems.
Process prescription requests in accordance with practice procedures and NHS guidelines.
Register new and temporary patients, ensuring all relevant documentation is completed and recorded correctly.
Signpost patients to appropriate healthcare services, community support organisations, and external agencies where required.
Manage and resolve administrative queries by liaising with patients, clinical staff, colleagues, hospitals, and other healthcare providers.
Undertake clinical coding of patient records, accurately inputting and updating coded information using agreed clinical coding systems and practice protocols.
Review, process, and code incoming correspondence, including hospital letters, discharge summaries, and clinical reports, ensuring patient records remain accurate and up to date.
Process Subject Access Requests (SARs), verifying patient identity, preparing medical records for disclosure, and ensuring compliance with GDPR, Data Protection Act requirements, and practice policies.
Handle requests for copies of medical records and liaise with patients, solicitors, and third parties in accordance with confidentiality and information governance procedures.
Maintain confidentiality and comply with GDPR, NHS policies, and information governance requirements at all times.
Handle incoming and outgoing correspondence, including emails, letters, and electronic communications.
Scan, file, and archive patient documentation in line with practice procedures.
Support clinicians and management with a range of administrative tasks to ensure the smooth running of the practice.
Maintain a clean, organised, and welcoming reception area for patients and visitors.
Work collaboratively with the wider practice team to deliver a high standard of patient care and service.
Undertake any other duties commensurate with the role as reasonably required by the Management or Partners.
Person Specification
Experience Essential
Minimum of 1 year's experience working within a GP surgery or primary care setting. Previous experience in an administrative, reception, or customer service role. Experience of working in a busy environment with the ability to manage competing priorities. Experience of dealing with members of the public in a professional, polite, and empathetic manner. Experience of using computerised systems and maintaining accurate and accurate records. Experience of handling confidential and sensitive information in line with GDPR and information governance requirements. Good standard of education, including GCSE (or equivalent) in English and Mathematics. Competent IT skills, including Microsoft Office applications and email systems. Excellent communication and interpersonal skills. Strong organisational skills with good attention to detail. Ability to work effectively as part of a team and independently. Ability to prioritise workload and meet deadlines. Understanding of confidentiality, data protection, and information governance principles. Professional, reliable, and flexible approach to work. Ability to remain calm and professional when dealing with difficult or distressed individuals.
Desirable
NVQ Level 2 or 3 in Business Administration, Customer Service, or equivalent qualification. Experience processing Subject Access Requests (SARs) and medical records requests.
Qualifications Essential
GCSE grade A to C / 4 to 9 in English and Maths Minimum of 1 year's experience working within a GP surgery or primary care setting. Previous experience in an administrative, reception, or customer service role. Experience of working in a busy environment and managing competing priorities. Experience of dealing with members of the public in a professional and courteous manner. Experience of using computerised systems and maintaining accurate records. Experience of handling confidential and sensitive information.
Desirable
Experience using GP clinical systems such as EMIS Web, SystmOne, or similar. Experience of appointment management and patient registration processes. Experience processing Subject Access Requests (SARs) and medical records requests. Experience of clinical coding and processing clinical correspondence. Knowledge of NHS services and primary care pathways.
Qualifications Essential
GCSE grade A to C / 4 to 9 in English and Maths Minimum of 1 year's experience working within a GP surgery or primary care setting. Previous experience in an administrative, reception, or customer service role. Experience of working in a busy environment and managing competing priorities. Experience of dealing with members of the public in a professional and courteous manner. Experience of using computerised systems and maintaining accurate records. Experience of handling confidential and sensitive information. Experience using GP clinical systems such as EMIS Web, SystmOne, or similar. Experience of appointment management and patient registration processes.
Desirable
Experience processing Subject Access Requests (SARs) and medical records requests. Experience of clinical coding and processing clinical correspondence. Knowledge of NHS services and primary care pathways.
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 John’s Way Medical Centre
Address 96 St. John's Way
London
N19 3RN
United Kingdom
Employer's website https://www.stjohnsway.nhs.uk/ (Opens in a new tab)