• Job Description

  Req#: A1039-25-0004?language=en&page=59&sort=publicationDateDesc

  Job summary

  We are a friendly, busy, rural, dual-site practice serving approx. 9,100 patients in the catchment areas of Reepham and Aylsham in Norfolk. Our vacancy is for a part or full time Receptionist/Call Handler with enthusiasm and commitment to provide exceptional customer service to our patient population. Applicants should be motivated, flexible and able to travel between the two sites.

  Previous experience of working in a GP surgery or medical setting is desirable but we welcome applications for candidates who have exceptional customer service and administration skills.

  You should have previous experience of working both face to face and on the telephone with the public. There will also be a requirement to use the Practice IT systems.

  Main duties of the job

  Signposting patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

  Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, both in person and via the telephone.

  Handing letters/reports/results/new registrations/visits/updating medical records

  Process appointment and other requests by telephone and in person.

  About us

  As a GP Surgery we treat all minor illness and medical conditions and refer patients to hospitals and other medical services for urgent and specialist treatment. We focus on the health of the whole person combining physical, psychological and social aspects of care and have a large clinical and administrative team who support patients and staff to enable us to provide this care. It is important that anybody that joins the team can work at pace and understand priorities and need to provide excellent care with a friendly, caring attitude.

  Details

  Date posted

  30 June 2025

  Pay scheme

  Other

  Salary

  Depending on experience

  Contract

  Permanent

  Working pattern

  Full-time, Part-time, Job share

  Reference number

  A1039-25-0004

  Job locations

  60 Hungate Street

  Aylsham

  Norwich

  NR11 6AA

  
  

  Smugglers Lane

  Reepham

  Norwich

  NR10 4QT

  
  

  Job description

  Job responsibilities

  Job summary:

  Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

  Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, both in person and via the telephone.

  Job responsibilities:

  Administration

  • To have a thorough knowledge of all practice procedures
  • To work in accordance of written protocols

  Reception

  • Receiving patients, consulting with members of practice team
  • Handing letters/reports/results to patient and checking names and address.
  • Be able to cover all reception position as necessary

  Appointments

  • Process appointment requests for today/future appointments from patients by telephone and in person.
  • Deal with visits/requests

  Computer

  • Registrations of new patients computer data entry and medical records
  • Process patients changes of address computer data and medical records (have knowledge of practice area)
  • Process repeat prescription requests in accordance with practice guidelines
  • Use internal systems and additional patient services, Online, NHS App, System Connect

  Telephone

  • Have working knowledge of telephone/bleep system, during and after hours
  • Clear rooms after surgeries
  • Ensure building security have thorough knowledge of doors/windows/alarm
  • Any other tasks allocated by managers

  Confidentiality:

  • In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
  • In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
  • Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

  Health & safety:

  The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:

  • Using personal security systems within the workplace according to practice guidelines
  • Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
  • Making effective use of training to update knowledge and skills
  • Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
  • Actively reporting of health and safety hazards and infection hazards immediately when recognised
  • Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
  • Undertaking periodic infection control training (minimum annually)
  • Reporting potential risks identified

  Equality and diversity:

  The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

  • Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
  • Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
  • Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

  Personal/professional development:

  The post-holder will participate in any training programme implemented by the practice as part of this employment, with such training to include:

  • Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
  • Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

  Quality:

  The post-holder will strive to maintain quality within the practice, and will:

  • Alert other team members to issues of quality and risk
  • Assess own performance and take accountability for own actions, either directly or under supervision
  • Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
  • Work effectively with individuals in other agencies to meet patients needs
  • Effectively manage own time, workload and resources

  Communication:

  The post-holder should recognise the importance of effective communication within the team and will strive to:

  • Communicate effectively with other team members
  • Communicate effectively with patients and carers
  • Recognise peoples needs for alternative methods of communication and respond accordingly

  Contribution to the implementation of services:

  The post-holder will:

  • Apply practice policies, standards and guidance
  • Discuss with other members of the team how the policies, standards and guidelines will affect own work
  • Participate in audit where appropriate

  Own transport and clean driving licence essential. This position is working at both at Reepham & Aylsham Medical Practice.

  Job description

  Job responsibilities

  Job summary:

  Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

  Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, both in person and via the telephone.

  Job responsibilities:

  Administration

  • To have a thorough knowledge of all practice procedures
  • To work in accordance of written protocols

  Reception

  • Receiving patients, consulting with members of practice team
  • Handing letters/reports/results to patient and checking names and address.
  • Be able to cover all reception position as necessary

  Appointments

  • Process appointment requests for today/future appointments from patients by telephone and in person.
  • Deal with visits/requests

  Computer

  • Registrations of new patients computer data entry and medical records
  • Process patients changes of address computer data and medical records (have knowledge of practice area)
  • Process repeat prescription requests in accordance with practice guidelines
  • Use internal systems and additional patient services, Online, NHS App, System Connect

  Telephone

  • Have working knowledge of telephone/bleep system, during and after hours
  • Clear rooms after surgeries
  • Ensure building security have thorough knowledge of doors/windows/alarm
  • Any other tasks allocated by managers

  Confidentiality:

  • In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
  • In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
  • Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

  Health & safety:

  The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:

  • Using personal security systems within the workplace according to practice guidelines
  • Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
  • Making effective use of training to update knowledge and skills
  • Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
  • Actively reporting of health and safety hazards and infection hazards immediately when recognised
  • Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
  • Undertaking periodic infection control training (minimum annually)
  • Reporting potential risks identified

  Equality and diversity:

  The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

  • Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
  • Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
  • Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

  Personal/professional development:

  The post-holder will participate in any training programme implemented by the practice as part of this employment, with such training to include:

  • Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
  • Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

  Quality:

  The post-holder will strive to maintain quality within the practice, and will:

  • Alert other team members to issues of quality and risk
  • Assess own performance and take accountability for own actions, either directly or under supervision
  • Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
  • Work effectively with individuals in other agencies to meet patients needs
  • Effectively manage own time, workload and resources

  Communication:

  The post-holder should recognise the importance of effective communication within the team and will strive to:

  • Communicate effectively with other team members
  • Communicate effectively with patients and carers
  • Recognise peoples needs for alternative methods of communication and respond accordingly

  Contribution to the implementation of services:

  The post-holder will:

  • Apply practice policies, standards and guidance
  • Discuss with other members of the team how the policies, standards and guidelines will affect own work
  • Participate in audit where appropriate

  Own transport and clean driving licence essential. This position is working at both at Reepham & Aylsham Medical Practice.

  Person Specification

  Qualifications

  Essential

  • GCSE grade A to C in English
  • Customer Service

  Desirable

  • GCSE grade A to C in English
  • Customer Service Qualification

  Experience

  Desirable

  • Experience of working in a call handler or receptionist role
  • Administration experience
  • Experience of working in a GP practice
  • Experience working in a fast paced environment

  Person Specification

  Qualifications

  Essential

  • GCSE grade A to C in English
  • Customer Service

  Desirable

  • GCSE grade A to C in English
  • Customer Service Qualification

  Experience

  Desirable

  • Experience of working in a call handler or receptionist role
  • Administration experience
  • Experience of working in a GP practice
  • Experience working in a fast paced environment

  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

  Reepham and Aylsham Medical Practice

  Address

  60 Hungate Street

  Aylsham

  Norwich

  NR11 6AA

  
  

  Employer's website

  http://www.aylshamandreepham.nhs.uk (Opens in a new tab)

  Employer details

  Employer name

  Reepham and Aylsham Medical Practice

  Address

  60 Hungate Street

  Aylsham

  Norwich

  NR11 6AA

  
  

  Employer's website

  http://www.aylshamandreepham.nhs.uk (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

Notice