About this role
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 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
Experience: 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: 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/index (Opens in a new tab)