Receptionist in Ilford

The GP Receptionist plays a vital frontline role within the practice, acting as the first point of contact for patients, carers, and visitors. The post holder is responsible for providing a high‑quality, professional, and compassionate reception and administrative service that supports the safe and efficient delivery of primary care services. The role involves managing patient enquiries in person, by telephone, and electronically; booking appointments; processing requests; and ensuring accurate patient records are maintained in line with practice procedures and data protection requirements. The GP Receptionist must handle sensitive and confidential information with discretion and demonstrate excellent communication and organisational skills. Working as part of a wider administrative and clinical team, the receptionist contributes to a positive patient experience while supporting clinicians and ensuring smooth day‑to‑day operation of the practice. The role requires flexibility, resilience, and the ability to work effectively in a busy healthcare environment, often managing competing priorities.

Main duties of the job

• Act as the first point of contact for patients, carers, and visitors, providing a professional, courteous, and empathetic service at all times.
• Answer incoming telephone calls promptly, managing high call volumes and directing enquiries appropriately.
• Book, amend, and cancel appointments using the clinical system in line with practice protocols.
• Signpost patients to the most appropriate service or clinician, including online services, community services, and urgent care pathways.
• Process repeat prescription requests in accordance with practice procedures.
• Register new patients and update patient demographic information accurately.
• Manage incoming and outgoing correspondence, including letters, emails, and electronic tasks.
• Maintain accurate patient records, ensuring confidentiality and compliance with data protection (GDPR) requirements.
• Support clinicians by actioning clinical tasks, messages, and administrative requests.
• Handle patient queries, concerns, and complaints sensitively, escalating where appropriate.
• Operate practice IT systems, including clinical systems and online consultation platforms.
• Maintain the reception area, ensuring it is safe, welcoming, and compliant with health and safety standards.
• Adhere to practice policies, procedures, and confidentiality agreements at all times.
• Work collaboratively with colleagues to ensure effective team functioning and service delivery.
• Participate in training, meetings, and appraisals as required.

About us

We are a well‑established and patient‑focused GP practice providing comprehensive primary medical services to a registered population of approximately 17,000 patients. The practice is committed to delivering safe, effective, and compassionate care to a diverse community, working in line with NHS values and national clinical standards. Our multidisciplinary team includes GPs, advanced nurse practitioners, practice nurses, healthcare assistants, pharmacists, physiotherapists, social prescribers, care coordinators, and an experienced administrative and reception team. We work collaboratively to meet the health needs of our population and to ensure continuity of care, access, and high standards of clinical governance. The practice operates within a Primary Care Network (PCN), enabling close collaboration with neighbouring practices and community services to improve patient outcomes and service delivery. We actively engage in quality improvement, staff development, and innovation, including the use of digital systems and online consultation tools, to enhance access and efficiency. We are committed to equality, diversity, and inclusion, and strive to create a welcoming, supportive environment for patients, staff, and visitors. The practice values teamwork, professionalism, and ongoing learning, and is dedicated to maintaining compliance with Care Quality Commission (CQC) standards and contractual requirements.

Job responsibilities

• Patient Reception and Communication
  • Act as the first point of contact for patients, carers, and visitors, both in person and by telephone.
  • Answer and manage incoming calls promptly and professionally, dealing with high volumes where necessary.
  • Communicate with patients in a polite, calm, and empathetic manner, including those who may be distressed or anxious.
• Appointments and Signposting
  • Book, amend, and cancel appointments in line with practice protocols.
  • Navigate patients to the most appropriate service or clinician, including GP, nursing team, PCN services, community services, and urgent care pathways.
  • Promote and support the use of online services where appropriate.
• Administrative Duties
  • Register new patients and ensure patient demographic information is accurate and up to date.
  • Process repeat prescription requests in accordance with practice procedures.
  • Manage incoming and outgoing correspondence, tasks, and messages using the clinical system.
  • Support clinicians by actioning administrative and clinical tasks as directed.
• Confidentiality and Record Keeping
  • Maintain accurate and up‑to‑date patient records.
  • Handle confidential and sensitive information in accordance with GDPR, data protection legislation, and practice policies.
• Patient Queries and Complaints
  • Deal with patient enquiries, concerns, and complaints courteously and efficiently.
  • Escalate issues appropriately in line with practice complaints procedures.
• Teamworking and Compliance
  • Work collaboratively with colleagues to ensure effective service delivery.
  • Adhere to all practice policies, procedures, and health and safety requirements.
  • Participate in training, team meetings, and appraisals as required.

Person Specification

• Excellent communication and interpersonal skills.
• Ability to work calmly and effectively in a busy environment.
• Strong organisational and time‑management skills.
• Good IT skills and willingness to learn clinical systems.
• Ability to maintain confidentiality and demonstrate professionalism at all times.
• Flexible and reliable team player.
• Previous experience working in a GP practice or healthcare setting.
• Knowledge of EMIS.
• Understanding of NHS primary care services.

Experience

Must be available to work 8:00am – 6:30pm, 4 days a week.

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.