Job summary
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 description
Job responsibilities
The role includes:-
- Being a key member of the General Practice team, building
relationships with internal and external stakeholders
- Supporting
the practice manager and other team managers in the management of day-to-day
operations
- Dealing with all tasks from the Partners, Doctors
and 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 face
and on the telephone.
- Generate, print and distribute where necessary ICE
blood test forms as directed by the originator.
- Passing on messages, giving as much detail as
possible or where necessary leaving clear, concise messages on the telephone.
- Liaising with the Partners, Doctors and Nurse
Practitioners.
- Handling phone calls from the main phone line from
a variety of sources including patients, family members, and hospitals and
taking the necessary action. Also, handling similar queries submitted digitally
via our website.
- Discuss with patients, sick note requests detailing
as much information as possible and pass to the relevant GP and re-contact
patient when issued/with message.
- Handing over/explaining to team members any
outstanding queries and fully explain.
- Liaising with other Integrated Care Co-Ordinators
to arrange patient care packages.
- Order Community Nurses via telephone and
electronically as instructed.
- Ambulance transport booking both via the hospital
service and Transport Plus.
- Chase up letters, results etc with external
providers i.e. hospitals, physios.
- Answer queries from patients and hospitals.
- Liaising with dispensary in connection with medications.
- Send DNA letters to patients as communicated from
the Partners or Scanning Team.
- Organise, send letters, update spreadsheets and
contact patients relating to Unplanned Admissions.
- Report to the Patient Liaison Co-ordinator and co-ordinate
workloads and carry out any duties in support to their role.
- Maintain the correct level of Safeguarding training
for this role.
- Deal with any death notifications from family
members, homes and liaise and process accordingly.
- Observe health and safety guidelines at all times.
- General housekeeping (e.g. keeping reception and
waiting areas tidy)
- Assist with Administration functions as needed e.g.
registrations, scanning
- Any other reasonable duties as necessary.
- Provide
hands-on support for any team needing extra support
- Attend
meeting appropriate to role
- Ensuring
staff always adhere to practice policies and procedure
- Assist
in complaints and significant event handling
- Monitoring
compliance with health and safety legislation and management of practice
premises
- Assist
with the Practice IG compliance requirements
- Help
with development of practice policies and procedures
- Assist
in running searches, compiling reports and audits on the clinical system
- Help
monitor news from various sources and ensure information is disseminated
appropriately
- Supporting
the practice in monitoring and achieving Quality Outcome Frameworks (QOF)
- Support the practice in monitoring and
achieving PCN requirements including the Impact and Investment Fund (IIF)
targets
- Help
the Practice maximise Enhanced Services and other income streams
- Assist
the Practice in Care Quality Commission (CQC) compliance
- Help
monitor and disseminate information on safety alerts
- Help
in compiling data for strategic management and development
- Assist
in Practice marketing and communications
- Work
with specific caseloads of patients as directed by the Practice
- Support the NN2 Covid Vaccination
Programme, working alongside the general practice teams to smoothly deliver
vaccinations to patients from the PCN
- Providecoordination and navigation for
people and theircarersacross health and care services, working
closely and in partnership with practice Integrated Care Coordinators (ICC),
the Norfolk County Council ICCs and Social Prescribing Link Worker(s) or social
prescribing service provider (NCAB) and Health and Wellbeing Coach(es)
- Must
be qualified, enrolled in or will undertake any appropriate training as set out
by the Personalised Care Institute
- Raise awareness of how to identify patients who
may benefit from shared decision making and support PCN staff and patients to
be more prepared to shared decision-making conversations
- Assist with coordination and report on
Quality and Outcomes Framework Improvement (QI) projects across the Practice
and PCN.
- Helping to overseeing childhood
immunisations & vaccination rates
- Identify additional non-DES projects
to exploit benefits of PCN
- Provide administrative support to the practice
manager in connection with PCN responsibilities (maintain PCN agreement, Data
Sharing Agreement, and other supporting papers)
- Utilise population health
intelligence to proactively identify and work with a cohort of patients to
deliver personalised care;
- Support patients to
utilise decision aids in preparation for a shared decision-making
conversation;
- Holistically bring
together all of a persons identified care and support needs, and explore
options to meet these within a single personalised care and support plan
(PCSP), in line with PCSP best practice, based on what matters to the
person;
- Help people to manage
their needs through answering queries, making and managing appointments, and
ensuring that people have good quality written or verbal information to help
them make choices about their care, using tools to understand peoples level of
knowledge, confidence in skills in managing their own health;
- Support people to take up
training and employment, and to access appropriate benefits where eligible for
example, through referral to social prescribing link workers;
- Assist people to access
self-management education courses, peer support or interventions that support
them to take more control of their health and wellbeing;
- Explore and assist people
to access personal health budgets where appropriate;
- Provide coordination and
navigation for people and their carers across health and care services, working
closely with social prescribing link workers, health and wellbeing coaches, and
other primary care professionals; and
- Support the coordination
and delivery of MDTs within the PCN.
- Any other reasonable
requests made to help the Practice and its smooth running
Job description
Job responsibilities
The role includes:-
- Being a key member of the General Practice team, building
relationships with internal and external stakeholders
- Supporting
the practice manager and other team managers in the management of day-to-day
operations
- Dealing with all tasks from the Partners, Doctors
and 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 face
and on the telephone.
- Generate, print and distribute where necessary ICE
blood test forms as directed by the originator.
- Passing on messages, giving as much detail as
possible or where necessary leaving clear, concise messages on the telephone.
- Liaising with the Partners, Doctors and Nurse
Practitioners.
- Handling phone calls from the main phone line from
a variety of sources including patients, family members, and hospitals and
taking the necessary action. Also, handling similar queries submitted digitally
via our website.
- Discuss with patients, sick note requests detailing
as much information as possible and pass to the relevant GP and re-contact
patient when issued/with message.
- Handing over/explaining to team members any
outstanding queries and fully explain.
- Liaising with other Integrated Care Co-Ordinators
to arrange patient care packages.
- Order Community Nurses via telephone and
electronically as instructed.
- Ambulance transport booking both via the hospital
service and Transport Plus.
- Chase up letters, results etc with external
providers i.e. hospitals, physios.
- Answer queries from patients and hospitals.
- Liaising with dispensary in connection with medications.
- Send DNA letters to patients as communicated from
the Partners or Scanning Team.
- Organise, send letters, update spreadsheets and
contact patients relating to Unplanned Admissions.
- Report to the Patient Liaison Co-ordinator and co-ordinate
workloads and carry out any duties in support to their role.
- Maintain the correct level of Safeguarding training
for this role.
- Deal with any death notifications from family
members, homes and liaise and process accordingly.
- Observe health and safety guidelines at all times.
- General housekeeping (e.g. keeping reception and
waiting areas tidy)
- Assist with Administration functions as needed e.g.
registrations, scanning
- Any other reasonable duties as necessary.
- Provide
hands-on support for any team needing extra support
- Attend
meeting appropriate to role
- Ensuring
staff always adhere to practice policies and procedure
- Assist
in complaints and significant event handling
- Monitoring
compliance with health and safety legislation and management of practice
premises
- Assist
with the Practice IG compliance requirements
- Help
with development of practice policies and procedures
- Assist
in running searches, compiling reports and audits on the clinical system
- Help
monitor news from various sources and ensure information is disseminated
appropriately
- Supporting
the practice in monitoring and achieving Quality Outcome Frameworks (QOF)
- Support the practice in monitoring and
achieving PCN requirements including the Impact and Investment Fund (IIF)
targets
- Help
the Practice maximise Enhanced Services and other income streams
- Assist
the Practice in Care Quality Commission (CQC) compliance
- Help
monitor and disseminate information on safety alerts
- Help
in compiling data for strategic management and development
- Assist
in Practice marketing and communications
- Work
with specific caseloads of patients as directed by the Practice
- Support the NN2 Covid Vaccination
Programme, working alongside the general practice teams to smoothly deliver
vaccinations to patients from the PCN
- Providecoordination and navigation for
people and theircarersacross health and care services, working
closely and in partnership with practice Integrated Care Coordinators (ICC),
the Norfolk County Council ICCs and Social Prescribing Link Worker(s) or social
prescribing service provider (NCAB) and Health and Wellbeing Coach(es)
- Must
be qualified, enrolled in or will undertake any appropriate training as set out
by the Personalised Care Institute
- Raise awareness of how to identify patients who
may benefit from shared decision making and support PCN staff and patients to
be more prepared to shared decision-making conversations
- Assist with coordination and report on
Quality and Outcomes Framework Improvement (QI) projects across the Practice
and PCN.
- Helping to overseeing childhood
immunisations & vaccination rates
- Identify additional non-DES projects
to exploit benefits of PCN
- Provide administrative support to the practice
manager in connection with PCN responsibilities (maintain PCN agreement, Data
Sharing Agreement, and other supporting papers)
- Utilise population health
intelligence to proactively identify and work with a cohort of patients to
deliver personalised care;
- Support patients to
utilise decision aids in preparation for a shared decision-making
conversation;
- Holistically bring
together all of a persons identified care and support needs, and explore
options to meet these within a single personalised care and support plan
(PCSP), in line with PCSP best practice, based on what matters to the
person;
- Help people to manage
their needs through answering queries, making and managing appointments, and
ensuring that people have good quality written or verbal information to help
them make choices about their care, using tools to understand peoples level of
knowledge, confidence in skills in managing their own health;
- Support people to take up
training and employment, and to access appropriate benefits where eligible for
example, through referral to social prescribing link workers;
- Assist people to access
self-management education courses, peer support or interventions that support
them to take more control of their health and wellbeing;
- Explore and assist people
to access personal health budgets where appropriate;
- Provide coordination and
navigation for people and their carers across health and care services, working
closely with social prescribing link workers, health and wellbeing coaches, and
other primary care professionals; and
- Support the coordination
and delivery of MDTs within the PCN.
- Any other reasonable
requests made to help the Practice and its smooth running
Person Specification
Other skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills
- 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
Desirable
- Competent in the use of Office and Outlook
- SystmOne user skills
- Problem solver with the ability to process information accurately and effectively, interpreting data as required
Experience
Essential
- Experience of working in a primary care environment
- Experience of working with the general public
Desirable
- Experience of working in a GP Practice
Qualifications
Essential
- Good standard of general education
Person Specification
Other skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills
- 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
Desirable
- Competent in the use of Office and Outlook
- SystmOne user skills
- Problem solver with the ability to process information accurately and effectively, interpreting data as required
Experience
Essential
- Experience of working in a primary care environment
- Experience of working with the general public
Desirable
- Experience of working in a GP Practice
Qualifications
Essential
- 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.
