Job summary
Job Title: Receptionist/Administrator
Accountable to: HR / Practice Manager
Place of work: Millwood Surgery, Mill Lane,
Bradwell, Norfolk, NR31 8HS
Salary Range: £24,246.50 FTE (rising to £24,852.66
from the 1st April)
Hours: Full time 37.5 per week
Main duties of the job
To undertake a wide range of reception and administrative duties and provide comprehensive support to the multidisciplinary team.
The post holder will act as a central point of contact for patients and external agencies, ensuring the effective processing of correspondence, appointment management, electronic workflows (including Footfall and SYSTMOne), telephone enquiries, and general administrative functions.
The role includes greeting and directing patients, managing incoming and outgoing communications, accurately coding and processing clinical information, and supporting the smooth day-to-day running of the practice.
The Receptionist/Administrator will liaise with clinicians, administrative colleagues, secondary care providers, and community services to ensure high standards of patient care and operational efficiency.
The UK government regulates the ability of employers to recruit non UK residents by issuing licenses to provide Visa Sponsorship. Unfortunately NPC does not hold a license for Visa Sponsorship and so cannot progress any applications for candidates without the right to work in the UK.
About us
Norfolk Primary Care Ltd is a Community Interest Company. It was established to:
- Support and strengthen primary care and to promote and assist practices to improve quality by working with and on behalf of primary care in Norfolk.
- Help with challenges identified by practices workload, GP recruitment, sharing best practice.
- Recognise the changing nature of primary care and assist to ensure that the right level of service is provided to address the needs of the local population.
- Provide benefit to patients of primary care, the clinicians and administrators who work in it and practice organisations in Norfolk.
- Work within health systems to provide patient care in innovative and solution-focused ways.
- We offer successful candidates a supportive working environment, competitive salary, excellent working conditions and the benefits of the NHS pension scheme. Other benefits include access to NHS discounts and discounted First Bus travel.
- If you are interested in working in an organisation committed to a culture of professionalism, growth, integrity, positivity and kindness then we would love to hear from you.
Job description
Job responsibilities
Key
Responsibilities:
The following are core responsibilities.
There may be occasions where additional duties are required depending on
workload and staffing levels.
1. Reception Duties
- Greet patients and visitors in a professional, courteous,
and confidential manner
- Direct patients to appropriate services or clinicians
- Manage appointment bookings in line with practice protocols
- Effectively utilise Footfall and SYSTMOne appointment
systems
- Respond appropriately to patient enquiries at front desk
2. Telephone Duties
-
Answer incoming calls promptly and courteously
- Manage the admin/referral line
- Answer bypass line calls (including paramedics and staff
reporting sickness)
- Make outgoing calls to patients and healthcare
professionals
- Accurately document telephone communications
- Redirect calls or escalate issues where necessary
3. Processing of Letters and Clinical
Correspondence
-
Code diagnoses and procedures (including cancer diagnoses)
using accurate SNOMED/read codes
- Input vaccinations and link to expiring codes
- Add implant recalls and manage long-term condition recalls
(including QOF processes)
- Merge duplicate problems and tidy active problem lists
- Make codes active/inactive or mark in error as appropriate
- Use workflow to communicate actions to relevant staff
- Process safeguarding letters appropriately and escalate
concerns to a GP
- Transfer and batch electronic documents on SYSTMOne
- Ensure urgent correspondence is processed promptly
4. Scanning and Post
- Process Royal Mail and hospital post (typically twice
daily)
- Monitor and clear admin scanning trays daily
- Scan clinical documents onto SYSTMOne
- Forward finance correspondence to the Finance Lead
- Place medical/insurance reports with the appropriate
manager
- Process Universal Credit summary requests
- Prioritise urgent documentation
5. Email Management
- Monitor practice email inboxes daily
- Action emails from patients, healthcare professionals and
third parties
- Send summaries, pathology results, Med3 certificates as
appropriate
- Forward medication requests to the prescription team
- Add photos to patient records
- Redirect complaints appropriately
- Manage RIP notifications and associated actions
- Escalate relevant matters to management
6. Footfall Monitoring
-
Monitor Footfall daily
-
Send summaries, Med3 certificates and pathology results
-
Add patient-submitted photos to records
-
Respond to general enquiries
7. RIP (Bereavement) Process
-
Send bereavement letters
-
Complete RIP documentation (Excel sheet, red book, system
processes)
-
Follow F12 and SYSTMOne deduction processes
-
Complete Medical Examiner referrals
-
Notify GPs and request death certification
-
Update reception notice boards
-
Scan and securely email relevant documentation
-
Manage death certificate records and monthly checks
8. Tasks and Workflow Management
-
Monitor and action admin and coding task boxes daily
-
Prioritise urgent tasks
-
Communicate clearly with relevant team members
Secondary Responsibilities
- Provide reception and administrative cover during staff
absences
-
Book urgent appointments (excluding DRS/UDT where
specified)
-
Complete ICE form requests
-
Follow weekly admin rota
-
Attend meetings and training sessions
-
Monitor and respond to Teams notifications
-
Manage assigned administrative projects (e.g., screening
programmes, new patient registrations, NHS health checks, stationery ordering,
seasonal leaflet updates)
-
Undertake additional duties commensurate with the role
Job description
Job responsibilities
Key
Responsibilities:
The following are core responsibilities.
There may be occasions where additional duties are required depending on
workload and staffing levels.
1. Reception Duties
- Greet patients and visitors in a professional, courteous,
and confidential manner
- Direct patients to appropriate services or clinicians
- Manage appointment bookings in line with practice protocols
- Effectively utilise Footfall and SYSTMOne appointment
systems
- Respond appropriately to patient enquiries at front desk
2. Telephone Duties
-
Answer incoming calls promptly and courteously
- Manage the admin/referral line
- Answer bypass line calls (including paramedics and staff
reporting sickness)
- Make outgoing calls to patients and healthcare
professionals
- Accurately document telephone communications
- Redirect calls or escalate issues where necessary
3. Processing of Letters and Clinical
Correspondence
-
Code diagnoses and procedures (including cancer diagnoses)
using accurate SNOMED/read codes
- Input vaccinations and link to expiring codes
- Add implant recalls and manage long-term condition recalls
(including QOF processes)
- Merge duplicate problems and tidy active problem lists
- Make codes active/inactive or mark in error as appropriate
- Use workflow to communicate actions to relevant staff
- Process safeguarding letters appropriately and escalate
concerns to a GP
- Transfer and batch electronic documents on SYSTMOne
- Ensure urgent correspondence is processed promptly
4. Scanning and Post
- Process Royal Mail and hospital post (typically twice
daily)
- Monitor and clear admin scanning trays daily
- Scan clinical documents onto SYSTMOne
- Forward finance correspondence to the Finance Lead
- Place medical/insurance reports with the appropriate
manager
- Process Universal Credit summary requests
- Prioritise urgent documentation
5. Email Management
- Monitor practice email inboxes daily
- Action emails from patients, healthcare professionals and
third parties
- Send summaries, pathology results, Med3 certificates as
appropriate
- Forward medication requests to the prescription team
- Add photos to patient records
- Redirect complaints appropriately
- Manage RIP notifications and associated actions
- Escalate relevant matters to management
6. Footfall Monitoring
-
Monitor Footfall daily
-
Send summaries, Med3 certificates and pathology results
-
Add patient-submitted photos to records
-
Respond to general enquiries
7. RIP (Bereavement) Process
-
Send bereavement letters
-
Complete RIP documentation (Excel sheet, red book, system
processes)
-
Follow F12 and SYSTMOne deduction processes
-
Complete Medical Examiner referrals
-
Notify GPs and request death certification
-
Update reception notice boards
-
Scan and securely email relevant documentation
-
Manage death certificate records and monthly checks
8. Tasks and Workflow Management
-
Monitor and action admin and coding task boxes daily
-
Prioritise urgent tasks
-
Communicate clearly with relevant team members
Secondary Responsibilities
- Provide reception and administrative cover during staff
absences
-
Book urgent appointments (excluding DRS/UDT where
specified)
-
Complete ICE form requests
-
Follow weekly admin rota
-
Attend meetings and training sessions
-
Monitor and respond to Teams notifications
-
Manage assigned administrative projects (e.g., screening
programmes, new patient registrations, NHS health checks, stationery ordering,
seasonal leaflet updates)
-
Undertake additional duties commensurate with the role
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics and English (Grade C/4 or above)
- AMSPAR Receptionist Qualification
- NVQ Level 2 in Health and Social Care
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Motivated and proactive
- Forward thinking
- High levels of integrity
- Empathetic and sensitive in distressing situations
- Ability to work under pressure
Experience
Essential
- Experience working with the general public
Desirable
- Experience in an administrative role
- Experience within a healthcare setting
Skills and Abilities
Essential
- Excellent written and verbal communication skills
- Strong IT skills
- Clear and professional telephone manner
- Competent in Microsoft Office and Outlook
- Effective time management and organisational skills
- Ability to work independently and as part of a team
- Strong interpersonal skills
- Problem-solving and analytical skills
- Ability to follow policy and procedure
Desirable
Other Requirements
Essential
- Flexibility to work outside core office hours if required
- Enhanced Disclosure and Barring Service (DBS) check
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics and English (Grade C/4 or above)
- AMSPAR Receptionist Qualification
- NVQ Level 2 in Health and Social Care
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Motivated and proactive
- Forward thinking
- High levels of integrity
- Empathetic and sensitive in distressing situations
- Ability to work under pressure
Experience
Essential
- Experience working with the general public
Desirable
- Experience in an administrative role
- Experience within a healthcare setting
Skills and Abilities
Essential
- Excellent written and verbal communication skills
- Strong IT skills
- Clear and professional telephone manner
- Competent in Microsoft Office and Outlook
- Effective time management and organisational skills
- Ability to work independently and as part of a team
- Strong interpersonal skills
- Problem-solving and analytical skills
- Ability to follow policy and procedure
Desirable
Other Requirements
Essential
- Flexibility to work outside core office hours if required
- Enhanced Disclosure and Barring Service (DBS) check
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.
