GP Receptionist in London

A Receptionist role at Stanhope Mews West Surgery in South Kensington is a high-paced, patient-facing position within a large and high-performing GP practice (serving approximately 16,000 patients). The role is central to the surgery's daily operations, acting as the primary link between the public and the clinical team.

The role is broadly divided into front-of-house service and essential medical administration:

• Patient Interaction: Greeting patients warmly, managing the check-in/out process, and handling sensitive inquiries both in person and via the telephone.
• Appointment Management: Scheduling and cancelling appointments using the practice's clinical software (SystmOne). This includes managing urgent consultation requests and signposting patients to the correct healthcare professional.
• Medical Records & Data: Maintaining accurate electronic patient records, scanning clinical correspondence, and ensuring strict confidentiality (GDPR compliance).
• Operational Support: Ensuring the waiting area is tidy, managing incoming mail/emails, and assisting with the opening or closing of the surgery premises.

The primary objective of the Receptionist is to act as the professional front of house for the surgery. You are responsible for ensuring patients access the correct healthcare services efficiently while maintaining a friendly, welcoming, and helpful environment both in person and over the phone.

Key Responsibilities:

• Patient Interaction & Navigation: Greeting patients and visitors, directing them to the appropriate clinician or service.
• Appointment Management: Operating the practice's booking system to schedule appointments, home visits, and telephone consultations.
• Effective Communication: Acting as a bridge between patients, the primary care team, and external agencies (like hospitals or social services).

Administrative Support:

• Document Processing: Managing incoming/outgoing mail, filing paperwork, and scanning documents into patient records.
• Data Entry: Recording and allocating clinical information accurately within the computer system.
• Prescriptions: Processing repeat prescription requests according to practice guidelines.
• Logistics: Ordering stationery, restocking consulting rooms, and providing general clerical help (photocopying, word processing).

Facilities & Security:

• Premises Management: Handling the opening and locking up of the surgery and maintaining site security.
• Environment Maintenance: Keeping the reception and waiting areas tidy, updating notice boards, and ensuring the kitchen area is clean (including loading/unloading the dishwasher).

Stanhope Mews West Surgery is a prominent, high-performing GP practice in South Kensington. As a teaching practice, the team structure is designed to balance high-volume patient care with clinical education and mentorship. The team is characterised by a multidisciplinary approach, where GPs, specialised nurses, and a robust administrative wing collaborate to serve approximately 16,000 patients.

Professional Standards:

• Confidentiality & Trust: You will have access to sensitive patient data and business information. You must maintain absolute confidentiality regarding patient and staff records and only share information with authorised individuals in line with Practice policies and data protection legislation.
• Health, Safety, & Quality: Identify and report potential workplace hazards and adhere to infection control procedures. Take accountability for your work, suggest improvements for team performance, and participate in clinical audits when required.
• Inclusivity: Respect the privacy, dignity, and diverse needs of all patients and colleagues, providing non-judgmental support to everyone.

Development & Communication:

• Growth: Participate in annual performance reviews and take ownership of your professional development and training.
• Collaboration: Communicate clearly and effectively with team members and adapt your communication style to meet the specific needs of patients (e.g., those with hearing or language barriers).

Person Specification:

• Experience: Essential GP Receptionist experience; Desirable SystmOne Experience.
• Qualifications: Essential GCSE grade; Desirable GCSE grade A to C in English and Maths.

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 to check for any previous criminal convictions.