We are seeking a friendly, organised, and reliable Receptionist to join our busy GP practice team. The receptionist plays a vital role as the first point of contact for patients, providing a welcoming and professional service while ensuring the smooth day-to-day running of the practice.
The successful candidate will support the practice by handling patient enquiries, managing appointments, and carrying out a range of administrative duties. This role requires excellent communication skills, the ability to remain calm under pressure, and a commitment to delivering high standards of patient care and confidentiality.
Main duties of the job
* Greeting patients and visitors in a polite and professional manner.
* Answering incoming telephone calls and responding to patient enquiries.
* Booking, amending, and cancelling appointments using the clinical system.
* Signposting patients to the most appropriate service or clinician.
* Updating and maintaining accurate patient records.
* Handling incoming and outgoing correspondence.
* Supporting the wider administrative team with general office duties.
* Maintaining patient confidentiality in line with practice policies and GDPR and contributing to a positive and supportive team environment.
About us
East Norwich Medical Partnership is a well-established NHS GP practice located across two sites in Norwich: Sprowston Primary Care Centre and Thorpe Health Centre. The practice provides high-quality, patient-centred care to a registered population of approximately 14500 patients within the Norwich and surrounding areas.
The practice is part of the wider Primary Care Network working closely with other local practices to improve access, resilience, and the delivery of modern general practice services across the city.
We are known for our friendly and supportive staff.
Job responsibilities
* Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
* Receive, assist and direct patients in accessing the appropriate service of a healthcare professional in a courteous, efficient and effective way.
* Undertake a variety of reception and administrative duties to assist in the smooth running of the practice.
* Facilitate effective communication between patients, secondary care and other associated healthcare agencies.
* Deal with all general enquiries, explain procedures and make new and follow-up appointments for all clinicians.
* Using your own judgment and communication skills to ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
* Refer onward any patient who requires any urgent advice to the appropriate clinician/Duty Doctor.
* Taking requests for home visit. Pass on requests for home visits to the reception lead who is managing the visits on screen, ensuring careful recording of all relevant details.
* Liaise with the home visiting service where appropriate.
* Ensure district nurses referrals are completed and documented thoroughly.
* Processing and distributing incoming mail.
* Deal with manual outgoing mail.
* Distribute deliveries of stock on receipt.
* Ensure that all vaccine deliveries are dealt with immediately upon receipt.
* Photocopying when required.
* Booking sign and language interpreters following the relevant policy.
* Scanning onto patient records where appropriate.
Person Specification
Qualifications
* GCSE Grade A to C in English and Maths
* Communicate effectively with other team members.
* Communicate effectively with patients and carers.
* Recognise peoples needs for alternative methods of communication and respond accordingly.
* Previous experience as a receptionist in Primary care desirable but not essential as full training will be provided.
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.
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