Receptionist/Call Handler

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: 04 September 2026
• Pay scheme: Other
• Salary: Depending on experience
• Contract: Permanent
• Working pattern: Full-time, Part-time
• Reference number: A1039-26-0010
• Job locations: 60 Hungate Street, Aylsham, Norwich, NR11 6AA, United Kingdom, Smugglers Lane, Reepham, Norwich, NR10 4QT, United Kingdom

Job responsibilities

Job summary:

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

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.