Job summary

We are looking for an enthusiastic, reliable and efficient Receptionist who will join the Reception team in acting as the first point of contact for patients, visitors, and healthcare professionals. The role involves providing a welcoming, professional, and efficient service, and a mixture of administrative duties that support the smooth day to day running of Reception.

Main duties of the job

The Receptionists acts as the first point of contact for patients and supports the smooth day to day running of the service by managing enquiries, appointments, and patient requests. The role involves accurate use of clinical systems, maintaining confidentiality, supporting patient navigation and triage processes, and supporting delivery of QOF, enhanced services, and local borough services. The role requires strong communication skills, professionalism, and a patientfocused approach.

About us

We are a friendly, high-achieving practice based in the borough of Kensington and Chelsea. We care for 13,400+ patients and offer a mixture of patient services, including a Minor Surgery Hub. Our practice team includes salaried GPs, Pharmacists, Nurses, a HCA, Social Prescriber and Administrative and Reception teams. We have high patient satisfaction and were rated as Good in our last CQC inspection.

Details

Date posted

18 September 2026

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

A0888-26-0008

Job locations

Kensington Central Library

12 Phillimore Walk

London

W8 7RX

United Kingdom

Job description

Job responsibilities

The following are the main duties and responsibilities of the Receptionist. There may be a requirement to carry out other tasks which will be dependent upon factors such as workload, staffing levels and the needs of the practice:

• Acting as the first point of contact for patients, carers, visitors, and staff, providing a friendly, professional, and patientfocused service.
• Handling telephone calls, online requests (via the practices online consultation provider, PATCHS), and facetoface enquiries efficiently, ensuring patients are supported and signposted appropriately.
• Supporting patient navigation and triage by gathering relevant nonclinical information and following agreed practice guidelines and clinical skill mix.
• Accurately using NHS clinical systems, e.g. SystmOne, AccuRx, PATCHS, to update patient records, process correspondence from patients and external organisations.
• Supporting delivery of NHS services including QOF, enhanced services, vaccination programmes, and call recall processes
• Performing a range of administrative duties including scanning and coding of clinical letters, patient registrations, verifying online requests, monitoring the practices email account, and appropriately booking patient appointments.

Job description Job responsibilities The following are the main duties and responsibilities of the Receptionist. There may be a requirement to carry out other tasks which will be dependent upon factors such as workload, staffing levels and the needs of the practice: Acting as the first point of contact for patients, carers, visitors, and staff, providing a friendly, professional, and patientfocused service. Handling telephone calls, online requests (via the practices online consultation provider, PATCHS), and facetoface enquiries efficiently, ensuring patients are supported and signposted appropriately. Supporting patient navigation and triage by gathering relevant nonclinical information and following agreed practice guidelines and clinical skill mix. Accurately using NHS clinical systems, e.g. SystmOne, AccuRx, PATCHS, to update patient records, process correspondence from patients and external organisations. Supporting delivery of NHS services including QOF, enhanced services, vaccination programmes, and call recall processes Performing a range of administrative duties including scanning and coding of clinical letters, patient registrations, verifying online requests, monitoring the practices email account, and appropriately booking patient appointments.

Person Specification

Qualifications

Essential

• A good standard of education with an expectation of having both GCSE Maths and English at Grade C (Level 4) or above, or Functional Skills Level 2 in Maths and English

Desirable

• NVQ Level 2 in Health and Social Care

Knowledge and skills

Essential

• Excellent communication skills and effective in communicating and understanding patient needs
• Competent in the use of MS Office and Outlook
• Problem solver with the ability to process information accurately and effectively, interpreting data as required
• Ability to use own initiative, discretion, and sensitivity
• Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity
• Ability to work as a team member and autonomously
• Excellent communication skills and effective in communicating and understanding staff and patient needs
• Sensitive and empathetic in distressing situations
• Good organisational skills
• Clinical IT system user skills and the ability to record accurate notes
• Effectively utilise resources
• Punctual and committed to supporting the team effort
• High levels of integrity and loyalty
• Clear, polite telephone manner
• Flexible and cooperative
• Motivated
• Understanding of safeguarding adults and children
• Demonstrate personal accountability, emotional resilience and work well under pressure
• Knowledge of and ability to work to key policies and procedures

Experience

Essential

• Experience of working with the general public
• Experience of working in a healthcare setting
• Experience of administrative duties

Desirable

• Experience of using SystmOne

Person Specification Qualifications Essential A good standard of education with an expectation of having both GCSE Maths and English at Grade C (Level 4) or above, or Functional Skills Level 2 in Maths and English Desirable NVQ Level 2 in Health and Social Care Knowledge and skills Essential Excellent communication skills and effective in communicating and understanding patient needs Competent in the use of MS Office and Outlook Problem solver with the ability to process information accurately and effectively, interpreting data as required Ability to use own initiative, discretion, and sensitivity Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity Ability to work as a team member and autonomously Excellent communication skills and effective in communicating and understanding staff and patient needs Sensitive and empathetic in distressing situations Good organisational skills Clinical IT system user skills and the ability to record accurate notes Effectively utilise resources Punctual and committed to supporting the team effort High levels of integrity and loyalty Clear, polite telephone manner Flexible and cooperative Motivated Understanding of safeguarding adults and children Demonstrate personal accountability, emotional resilience and work well under pressure Knowledge of and ability to work to key policies and procedures Experience Essential Experience of working with the general public Experience of working in a healthcare setting Experience of administrative duties Desirable Experience of using SystmOne

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

Holland Park Surgery

Address

Kensington Central Library

12 Phillimore Walk

London

W8 7RX

United Kingdom

Employer's website

https://www.hollandparksurgery.org.uk/ (Opens in a new tab)

Employer details

Employer name

Holland Park Surgery

Address

Kensington Central Library

12 Phillimore Walk

London

W8 7RX

United Kingdom

Employer's website

https://www.hollandparksurgery.org.uk/ (Opens in a new tab)