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Norfolk Primary Care C.I.C.

Receptionist

The closing date is 27 March 2026

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Job summary

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.

We are pleased to offer two opportunities to join our team at Norwich Health Centre:

  • 1 Full-Time Position 37.5 hours per week, fixed-term contract for 8 months
  • 1 Part-Time Position 22.5 hours per week, permanent contract -This will be 7.5 hours, 3 days a week

    • As the primary representative of the Norwich Health Centre, you will provide an efficient and helpful service to the practice and patients by acting as a focal point of communication between patients, doctors and other medical staff.

  • Key Responsibilities:

    Note: This job description will be subject to individual performance reviews and may be modified from time to time.

    • Deal with requests via email and our interactive website.
    • Liaise with patients to book and manage all appointment bookings.
    • Direct patient queries to the correct department, for example for prescription team or the secretaries.
    • Liaise with all NPC services for appointment booking or referrals like the GP home visiting team.

    • Assist with contacting patient to hit QOF targets.
    • Contact pharmacies to assist with simple medication queries.
      • Deal with care homes and arranging patients for weekly ward round visits

    Main duties of the job

    • Maintain an efficient surgery/clinic appointment system.
    • Prioritise appointments according to urgency.
    • Receive patients and visitors, directing them as necessary.
    • Register new patients and make arrangements for new patient medicals.
    • Assist patients in the completion of relevant NHS forms.
    • Deal with all correspondence relating to temporary residents and emergency treatment etc.
    • Generate patient encounter and a blank prescription for GP to take on home visit.
    • Ensure reception and waiting areas are kept neat and tidy.
    • Record samples received from patients at reception.
    • Update noticeboards, leaflets and other literature.
    • Deal with all enquiries, referring to the appropriate member of staff.
    • Advise patients of charges for private services accept payment and issue receipts.
    • Action requests for taxi/ambulance transportation.
    • Operation of automated filing system to retrieve and file medical records.
    • Action and update electronic tasks.
    • Go through prescription box removing any prescriptions over 6 months old that havent been collected and returning them to the prescription team for destruction.
    • Liaise with Prescription and scanning team with regards to patient queries.
    • Ensuring that data and reports are created and captured to enable service review and development.

    About us

    Norfolk Primary Care Ltdis 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.

    • Recognisethe 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 practiceorganisationsin 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 anorganisationcommitted to a culture of professionalism, growth, integrity, positivity and kindness then we would love to hear from you.

    Details

    Date posted

    13 March 2026

    Pay scheme

    Other

    Salary

    £12.28 an hour

    Contract

    Permanent

    Working pattern

    Full-time

    Reference number

    E0179-1072

    Job locations

    3rd Floor, Reed House

    Peachman Way

    Broadland Business Park

    Norwich

    NR7 0WF


    Rouen House Ltd

    Rouen Road

    Norwich

    NR1 1RB


    Job description

    Job responsibilities

    • Deal with requests via email and our interactive website.
    • Liaise with patients to book and manage all appointment bookings.
    • NPC Generic Job Description areas:Direct patient queries to the correct department, for example for prescription team or the secretaries.
    • Liaise with all NPC services for appointment booking or referrals like the GP home visiting team.
    • NPC Generic Job Description areas:

      Communication

      Utilise and demonstrate sensitive communication styles, to ensure patients are fully informed and consent to treatment

      Communicate effectively with patients and carers, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background and preferred ways of communicating

      Anticipate barriers to communication and take action to improve communication

      Maintain effective communication within the organisational environment and with external stakeholders

      Act as an advocate for patients and colleagues

      Ensure awareness of sources of support and guidance (eg PALS) and provide information in an acceptable format to all patients, recognising any difficulties and referring where appropriate

      Delivering a quality service Prioritise, organise and manage own workload in a manner that maintains and promotes quality Participate in quality assurance and safety processes across the organisation and its activities Participate in shared learning across NPC and the wider organisational environment Use a structured framework (e.g. root-cause analysis) to manage, review and identify learning from patient complaints, clinical incidents and near-miss events Assess the impact of policy implementation on care delivery Understand and apply legal issues that support the identification of vulnerable and abused children and adults, and be aware of statutory child/vulnerable patients health procedures and local guidance Leadership personal and people development

      Take responsibility for own learning and performance including participating in coaching/supervision and acting as a positive role mode

      Support staff development in order to maximise potential

      Actively promote the workplace as a learning environment, encouraging everyone to learn from each other and from external good practice

      Encourage others to make realistic self-assessment of their application of knowledge and skills, challenging any complacency or actions that are not in the interest of the public and/or users of services

      Critically evaluate and review innovations and developments that are relevant to the area of work

      Enlist support and influence stakeholders and decision-makers in order to bring about new developments in the provision of services

      Contribute to planning and implementing changes within the area of care and responsibility

      Contribute to the development of local guidelines, protocols and standards

      Team working Understand own role and scope and identify how this may develop over time Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working Delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence Create clear referral mechanisms to meet patient need Prioritise own workload and ensure effective time-management strategies are embedded within the culture of the team Work effectively with others to clearly define values, direction and policies impacting upon care delivery Discuss, highlight and work with the team to create opportunities to improve patient care Manage and lead on the delivery of specifically identified services or projects as agreed with the practice management team Agree plans and outcomes by which to measure success Management of risk

      Manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients

      Monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines

      Ensure appropriate supervision of safe storage, rotation and disposal of vaccines and drugs.

      Participate in mandatory and statutory training requirements

      Apply infection-control measures within the practice according to local and national guidelines

      Interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice

      Managing information

      Use technology and appropriate software as an aid to management in planning, implementation and monitoring of care, presenting and communicating information

      Review and process data using accurate Read codes in order to ensure easy and accurate information retrieval for monitoring and audit processes

      Manage information searches using the internet and local library databases

      Monitor and confirm that the nursing team are receiving and processing data and information in an agreed format

      Collate, analyse and present clinical data and information to the team

      Learning and development

      Undertake mentorship for team members

      Disseminate learning and information gained to other team members in order to share good practice and inform others about current and future developments (e.g. courses and conferences)

      Assess own learning needs and undertake learning as appropriate

      Provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning

      Equality and diversity

      Identify patterns of discrimination and take action to overcome this and promote diversity and equality of opportunity

      Enable others to promote equality and diversity in a non-discriminatory culture

      Support people who need assistance in exercising their rights

      Monitor and evaluate adherence to local chaperoning policies

      Act as a role model in the observance of equality and diversity good practice

      Accept the rights of individuals to choose their care providers, participate in care

      Assist patients from marginalised groups to access quality care

    • Assist with contacting patient to hit QOF targets.
    • Contact pharmacies to assist with simple medication queries.
    • Deal with care homes and arranging patients for weekly ward round visits.
    • Frank mail and ensure it is with reception for 16:00 collection.?
    • Maintain an efficient surgery/clinic appointment system.
    • Prioritise appointments according to urgency.
    • Receive patients and visitors, directing them as necessary.
    • Register new patients and make arrangements for new patient medicals.
    • Assist patients in the completion of relevant NHS forms.
    • Deal with all correspondence relating to temporary residents and emergency treatment etc.
    • Generate patient encounter and a blank prescription for GP to take on home visit.
    • Ensure reception and waiting areas are kept neat and tidy.
    • Record samples received from patients at reception.
    • Update noticeboards, leaflets and other literature.
    • Deal with all enquiries, referring to the appropriate member of staff.
    • Advise patients of charges for private services accept payment and issue receipts.
    • Action requests for taxi/ambulance transportation.
    • Operation of automated filing system to retrieve and file medical records.
    • Action and update electronic tasks.
    • Go through prescription box removing any prescriptions over 6 months old that havent been collected and returning them to the prescription team for destruction.
    • Liaise with Prescription and scanning team with regards to patient queries.
    • Ensuring that data and reports are created and captured to enable service review and development.
    • Work in partnership with the NNUH staff to ensure that the patient is streamlined to the correct service within the NNUH environment.

    Management of Medical Records:

    • Ensure all correspondence, reports, results; letters etc. are entered in the correct medical record according to the agreed protocol.
    • Ensure that all practice targets, set by the office manager, for the update of patient medical records are met.
    • Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover
    • Print electronic summaries of patients records.

    Management of Building Systems:

    Ensure all consultation rooms are unlocked and make preparations to receive patients.

    Ensure all waiting and public areas are clean and tidy

    Report any health and safety concerns to the health and safety officer.

    Operation of Practice Telephone Systems:

    Receive and make calls as required.

    Divert calls and take/pass messages as appropriate.

    Liaise with clinicians if required in relation to patient enquiries.

    Take requests for home visits.

    Make calls following Clinician requests to liaise messages

    Make calls to book appointments

    Take calls from patients and assist with queries or re direct to appropriate team member.

    Relay simple medical information, for example satisfactory pathology results.

    Administration:

    • Organisation and administration of clinics including new registration medicals and other ad hoc clinics that may be required.
    • Keep a tidy and organised reception area.
    • Work with the rest of the team to ensure all emails, tasks and phone calls are answered in a timely fashion.
    • Assist the Reception Manager to train new members of staff in all aspects of reception duties.
    • In the short term absence of the Reception Manager, assist staff and GPs in general queries relating to reception, for example, appointment queries, use of the computer etc.

    Other:

    Ensure security of data and information in accordance with GDPR, the Data Protection Act, the practices policies and procedures and other legislation.

    Promote and maintain own and others health, safety and security, in accordance with legislation and the practices health and safety and security policies.

    Job description

    Job responsibilities

    • Deal with requests via email and our interactive website.
    • Liaise with patients to book and manage all appointment bookings.
    • NPC Generic Job Description areas:Direct patient queries to the correct department, for example for prescription team or the secretaries.
    • Liaise with all NPC services for appointment booking or referrals like the GP home visiting team.
    • NPC Generic Job Description areas:

      Communication

      Utilise and demonstrate sensitive communication styles, to ensure patients are fully informed and consent to treatment

      Communicate effectively with patients and carers, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background and preferred ways of communicating

      Anticipate barriers to communication and take action to improve communication

      Maintain effective communication within the organisational environment and with external stakeholders

      Act as an advocate for patients and colleagues

      Ensure awareness of sources of support and guidance (eg PALS) and provide information in an acceptable format to all patients, recognising any difficulties and referring where appropriate

      Delivering a quality service Prioritise, organise and manage own workload in a manner that maintains and promotes quality Participate in quality assurance and safety processes across the organisation and its activities Participate in shared learning across NPC and the wider organisational environment Use a structured framework (e.g. root-cause analysis) to manage, review and identify learning from patient complaints, clinical incidents and near-miss events Assess the impact of policy implementation on care delivery Understand and apply legal issues that support the identification of vulnerable and abused children and adults, and be aware of statutory child/vulnerable patients health procedures and local guidance Leadership personal and people development

      Take responsibility for own learning and performance including participating in coaching/supervision and acting as a positive role mode

      Support staff development in order to maximise potential

      Actively promote the workplace as a learning environment, encouraging everyone to learn from each other and from external good practice

      Encourage others to make realistic self-assessment of their application of knowledge and skills, challenging any complacency or actions that are not in the interest of the public and/or users of services

      Critically evaluate and review innovations and developments that are relevant to the area of work

      Enlist support and influence stakeholders and decision-makers in order to bring about new developments in the provision of services

      Contribute to planning and implementing changes within the area of care and responsibility

      Contribute to the development of local guidelines, protocols and standards

      Team working Understand own role and scope and identify how this may develop over time Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working Delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence Create clear referral mechanisms to meet patient need Prioritise own workload and ensure effective time-management strategies are embedded within the culture of the team Work effectively with others to clearly define values, direction and policies impacting upon care delivery Discuss, highlight and work with the team to create opportunities to improve patient care Manage and lead on the delivery of specifically identified services or projects as agreed with the practice management team Agree plans and outcomes by which to measure success Management of risk

      Manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients

      Monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines

      Ensure appropriate supervision of safe storage, rotation and disposal of vaccines and drugs.

      Participate in mandatory and statutory training requirements

      Apply infection-control measures within the practice according to local and national guidelines

      Interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice

      Managing information

      Use technology and appropriate software as an aid to management in planning, implementation and monitoring of care, presenting and communicating information

      Review and process data using accurate Read codes in order to ensure easy and accurate information retrieval for monitoring and audit processes

      Manage information searches using the internet and local library databases

      Monitor and confirm that the nursing team are receiving and processing data and information in an agreed format

      Collate, analyse and present clinical data and information to the team

      Learning and development

      Undertake mentorship for team members

      Disseminate learning and information gained to other team members in order to share good practice and inform others about current and future developments (e.g. courses and conferences)

      Assess own learning needs and undertake learning as appropriate

      Provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning

      Equality and diversity

      Identify patterns of discrimination and take action to overcome this and promote diversity and equality of opportunity

      Enable others to promote equality and diversity in a non-discriminatory culture

      Support people who need assistance in exercising their rights

      Monitor and evaluate adherence to local chaperoning policies

      Act as a role model in the observance of equality and diversity good practice

      Accept the rights of individuals to choose their care providers, participate in care

      Assist patients from marginalised groups to access quality care

    • Assist with contacting patient to hit QOF targets.
    • Contact pharmacies to assist with simple medication queries.
    • Deal with care homes and arranging patients for weekly ward round visits.
    • Frank mail and ensure it is with reception for 16:00 collection.?
    • Maintain an efficient surgery/clinic appointment system.
    • Prioritise appointments according to urgency.
    • Receive patients and visitors, directing them as necessary.
    • Register new patients and make arrangements for new patient medicals.
    • Assist patients in the completion of relevant NHS forms.
    • Deal with all correspondence relating to temporary residents and emergency treatment etc.
    • Generate patient encounter and a blank prescription for GP to take on home visit.
    • Ensure reception and waiting areas are kept neat and tidy.
    • Record samples received from patients at reception.
    • Update noticeboards, leaflets and other literature.
    • Deal with all enquiries, referring to the appropriate member of staff.
    • Advise patients of charges for private services accept payment and issue receipts.
    • Action requests for taxi/ambulance transportation.
    • Operation of automated filing system to retrieve and file medical records.
    • Action and update electronic tasks.
    • Go through prescription box removing any prescriptions over 6 months old that havent been collected and returning them to the prescription team for destruction.
    • Liaise with Prescription and scanning team with regards to patient queries.
    • Ensuring that data and reports are created and captured to enable service review and development.
    • Work in partnership with the NNUH staff to ensure that the patient is streamlined to the correct service within the NNUH environment.

    Management of Medical Records:

    • Ensure all correspondence, reports, results; letters etc. are entered in the correct medical record according to the agreed protocol.
    • Ensure that all practice targets, set by the office manager, for the update of patient medical records are met.
    • Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover
    • Print electronic summaries of patients records.

    Management of Building Systems:

    Ensure all consultation rooms are unlocked and make preparations to receive patients.

    Ensure all waiting and public areas are clean and tidy

    Report any health and safety concerns to the health and safety officer.

    Operation of Practice Telephone Systems:

    Receive and make calls as required.

    Divert calls and take/pass messages as appropriate.

    Liaise with clinicians if required in relation to patient enquiries.

    Take requests for home visits.

    Make calls following Clinician requests to liaise messages

    Make calls to book appointments

    Take calls from patients and assist with queries or re direct to appropriate team member.

    Relay simple medical information, for example satisfactory pathology results.

    Administration:

    • Organisation and administration of clinics including new registration medicals and other ad hoc clinics that may be required.
    • Keep a tidy and organised reception area.
    • Work with the rest of the team to ensure all emails, tasks and phone calls are answered in a timely fashion.
    • Assist the Reception Manager to train new members of staff in all aspects of reception duties.
    • In the short term absence of the Reception Manager, assist staff and GPs in general queries relating to reception, for example, appointment queries, use of the computer etc.

    Other:

    Ensure security of data and information in accordance with GDPR, the Data Protection Act, the practices policies and procedures and other legislation.

    Promote and maintain own and others health, safety and security, in accordance with legislation and the practices health and safety and security policies.

    Person Specification

    Qualifications

    Essential

    • GCSE English and Maths A C or equivalent

    Skills and Abilities

    Essential

    • Exceptional customer care skills
    • Good communication skills face to face and via the telephone
    • Proficiency in IT systems, particularly appointment booking software
    • Ability to maintain a high level of professionalism and confidentiality
    • Data Entry skills

    Desirable

    • SystmOne experience
    • Experience in handling stressful situations

    Experience

    Essential

    • Minium of working in similar environment for 1 year
    • Experience of working in a fast-paced pressured environment

    Desirable

    • Extensive experience working as a GP Receptionist
    Person Specification

    Qualifications

    Essential

    • GCSE English and Maths A C or equivalent

    Skills and Abilities

    Essential

    • Exceptional customer care skills
    • Good communication skills face to face and via the telephone
    • Proficiency in IT systems, particularly appointment booking software
    • Ability to maintain a high level of professionalism and confidentiality
    • Data Entry skills

    Desirable

    • SystmOne experience
    • Experience in handling stressful situations

    Experience

    Essential

    • Minium of working in similar environment for 1 year
    • Experience of working in a fast-paced pressured environment

    Desirable

    • Extensive experience working as a GP Receptionist

    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.

    Employer details

    Employer name

    Norfolk Primary Care C.I.C.

    Address

    3rd Floor, Reed House

    Peachman Way

    Broadland Business Park

    Norwich

    NR7 0WF


    Employer's website

    https://norfolkprimarycare.com/ (Opens in a new tab)

    Employer details

    Employer name

    Norfolk Primary Care C.I.C.

    Address

    3rd Floor, Reed House

    Peachman Way

    Broadland Business Park

    Norwich

    NR7 0WF


    Employer's website

    https://norfolkprimarycare.com/ (Opens in a new tab)

    Employer contact details

    For questions about the job, contact:

    Business Support Admin

    Maria Bushev

    maria.bushev@norfolkprimarycare.com

    01603576091

    Details

    Date posted

    13 March 2026

    Pay scheme

    Other

    Salary

    £12.28 an hour

    Contract

    Permanent

    Working pattern

    Full-time

    Reference number

    E0179-1072

    Job locations

    3rd Floor, Reed House

    Peachman Way

    Broadland Business Park

    Norwich

    NR7 0WF


    Rouen House Ltd

    Rouen Road

    Norwich

    NR1 1RB


    Supporting documents

    Privacy notice

    Norfolk Primary Care C.I.C.'s privacy notice (opens in a new tab)