Receptionist/Call Handler
Reepham and Aylsham Medical Practice
Norwich, NR11 6AA · Norwich, NR10 4QT
Salary
Negotiable
Contract
Permanent
Hours
Not specified
Closing date
18 September 2026
14 days left
Job description
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 vacanc...
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.
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.
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.
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.
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
How to apply
Applications are handled entirely by the employer on the original advert. We do not collect CVs, supporting statements or application data.
Provenance
Source
NHS Jobs
First seen
4 September 2026
Last checked
4 September 2026
Salary, closing date and description are taken from the employer's advert. The original advert always takes precedence.
About the employer
NHS organisation
This listing was structured from NHS Jobs. Vacancy details and the application process remain the responsibility of the original source.
Similar roles
Explore related