GP Receptionist

NHS; Norwich; On-site; GBP 10,000 - 40,000; Full time

Job summary

An NHS medical practice in Norwich is seeking a GP Receptionist who will join a busy patient liaison team to assist patients with queries. The successful candidate must possess excellent communication and customer service skills, empathy, and organizational abilities. Previous experience in a GP surgery is preferred. Along with a competitive salary, you will be enrolled in the NHS Pension Scheme and receive training and support as needed.

Benefits

NHS Pension Scheme

4 weeks plus bank holidays annual leave

Training and ongoing development

Qualifications

• Experience of working in a primary care environment.
• Experience of working with the general public.
• Experience of working in a GP Practice.

Responsibilities

• Support the practice manager in daily operations.
• Dealing with patient queries and booking appointments.
• Communicate effectively with team members and patients.

Skills

Excellent communication skills

Customer service skills

Empathy

Organizational skills

Ability to work under pressure

Education

Good standard of general education

Tools

Microsoft Office

Outlook

Job description

Paston Surgery is looking for a GP Receptionist, for 3 to 5 days per week. You will be joining our very busy patient liaison team (PLT), helping patients with their queries and problems.

Main duties of the job

The role is a very demanding and you will need to have excellent communication and customer service skills. You will need to be empathetic and have experience of working in a confidential environment. Attention to detail and good organisational skills are also required.

You need to be enthusiastic, professional, and ideally have experience of working in a busy GP surgery. Training and support will be given to the successful applicant, as needed.

Working hours/days are negotiable.
Please detail your ideal number of hours and pattern of working days when applying for the role.

In addition to a salary, you will also be enrolled to the excellent NHS Pension Scheme. Training and ongoing development support the role. There is 4 weeks plus bank holidays annual leave (pro-rata to full time).

Closing date for applications is 19th January 2026 and you are advised to apply as soon as possible as we reserve the right to close this vacancy before the advertised closing date if sufficient suitable applications are received.

About us

Paston Surgery is a succussful medical practice, serving approx 6700 patients in North Walsham and the surrounding villages.

Although the role is very demanding, all staff get on very well and work together as a successful team.

We focus on provding the best care we can within the constraints we have and look after the wellbeing of our staff.

Job responsibilities

The role includes:-

• Being a key member of the General Practice team, buildingrelationships with internal and external stakeholders
• Supportingthe practice manager and other team managers in the management of day-to-dayoperations
• Dealing with all tasks from the Partners, Doctorsand Nurse Practitioners. This will involve relaying messages to patients,following up queries and any other duties from the GPs and NPs.
• Booking patients appointments both face to faceand on the telephone.
• Generate, print and distribute where necessary ICEblood test forms as directed by the originator.
• Passing on messages, giving as much detail aspossible or where necessary leaving clear, concise messages on the telephone.
• Liaising with the Partners, Doctors and NursePractitioners.
• Handling phone calls from the main phone line froma variety of sources including patients, family members, and hospitals andtaking the necessary action. Also, handling similar queries submitted digitallyvia our website.
• Discuss with patients, sick note requests detailingas much information as possible and pass to the relevant GP and re-contactpatient when issued/with message.
• Handing over/explaining to team members anyoutstanding queries and fully explain.
• Liaising with other Integrated Care Co-Ordinatorsto arrange patient care packages.
• Order Community Nurses via telephone andelectronically as instructed.
• Ambulance transport booking both via the hospitalservice and Transport Plus.
• Chase up letters, results etc with externalproviders i.e. hospitals, physios.
• Answer queries from patients and hospitals.
• Liaising with dispensary in connection with medications.
• Send DNA letters to patients as communicated fromthe Partners or Scanning Team.
• Organise, send letters, update spreadsheets andcontact patients relating to Unplanned Admissions.
• Report to the Patient Liaison Co-ordinator and co-ordinateworkloads and carry out any duties in support to their role.
• Maintain the correct level of Safeguarding trainingfor this role.
• Deal with any death notifications from familymembers, homes and liaise and process accordingly.
• Observe health and safety guidelines at all times.
• General housekeeping (e.g. keeping reception andwaiting areas tidy)
• Assist with Administration functions as needed e.g.registrations, scanning
• Any other reasonable duties as necessary.
• Providehands-on support for any team needing extra support
• Attendmeeting appropriate to role
• Ensuringstaff always adhere to practice policies and procedure
• Assistin complaints and significant event handling
• Monitoringcompliance with health and safety legislation and management of practicepremises
• Assistwith the Practice IG compliance requirements
• Helpwith development of practice policies and procedures
• Assistin running searches, compiling reports and audits on the clinical system
• Helpmonitor news from various sources and ensure information is disseminatedappropriately
• Supportingthe practice in monitoring and achieving Quality Outcome Frameworks (QOF)
• Support the practice in monitoring andachieving PCN requirements including the Impact and Investment Fund (IIF)targets
• Helpthe Practice maximise Enhanced Services and other income streams
• Assistthe Practice in Care Quality Commission (CQC) compliance
• Helpmonitor and disseminate information on safety alerts
• Helpin compiling data for strategic management and development
• Assistin Practice marketing and communications
• Workwith specific caseloads of patients as directed by the Practice
• Support the NN2 Covid VaccinationProgramme, working alongside the general practice teams to smoothly delivervaccinations to patients from the PCN
• Providecoordination and navigation forpeople and theircarersacross health and care services, workingclosely and in partnership with practice Integrated Care Coordinators (ICC),the Norfolk County Council ICCs and Social Prescribing Link Worker(s) or socialprescribing service provider (NCAB) and Health and Wellbeing Coach(es)
• Mustbe qualified, enrolled in or will undertake any appropriate training as set outby the Personalised Care Institute
• Raise awareness of how to identify patients whomay benefit from shared decision making and support PCN staff and patients tobe more prepared to shared decision-making conversations
• Assist with coordination and report onQuality and Outcomes Framework Improvement (QI) projects across the Practiceand PCN.
• Helping to overseeing childhoodimmunisations & vaccination rates
• Identify additional non-DES projectsto exploit benefits of PCN
• Provide administrative support to the practicemanager in connection with PCN responsibilities (maintain PCN agreement, DataSharing Agreement, and other supporting papers)
• Utilise population healthintelligence to proactively identify and work with a cohort of patients todeliver personalised care;
• Holistically bringtogether all of a persons identified care and support needs, and exploreoptions to meet these within a single personalised care and support plan(PCSP), in line with PCSP best practice, based on what matters to theperson;
• Help people to managetheir needs through answering queries, making and managing appointments, andensuring that people have good quality written or verbal information to helpthem make choices about their care, using tools to understand peoples level ofknowledge, confidence in skills in managing their own health;
• Support people to take uptraining and employment, and to access appropriate benefits where eligible forexample, through referral to social prescribing link workers;
• Assist people to accessself-management education courses, peer support or interventions that supportthem to take more control of their health and wellbeing;
• Explore and assist peopleto access personal health budgets where appropriate;
• Provide coordination andnavigation for people and their carers across health and care services, workingclosely with social prescribing link workers, health and wellbeing coaches, andother primary care professionals; and
• Support the coordinationand delivery of MDTs within the PCN.
• Any other reasonablerequests made to help the Practice and its smooth running

Person Specification

Other skills

• Excellent communication skills (written and oral)
• Clear, polite telephone manner
• Effective time management (Planning & Organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Ability to follow policy and procedure
• Polite and confident
• Flexible and cooperative
• Motivated
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure / in stressful situations
• Effectively able to communicate and understand needs of the patient
• Competent in the use of Office and Outlook
• Problem solver with the ability to process information accurately and effectively, interpreting data as required

Experience

• Experience of working in a primary care environment
• Experience of working with the general public
• Experience of working in a GP Practice

Qualifications

• Good standard of general education

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.