Medical Receptionist and Call Centre Operative
Job summary
Are you passionate about delivering excellent customer service and making a real difference to patients every day? Join East Norfolk Medical Practice as a Reception and Call Centre Operative and become the first point of contact for our patients, carers and healthcare professionals.
This is a varied and rewarding role where no two days are the same. You will help patients access the right care at the right time by handling telephone calls, online enquiries, appointment bookings and reception duties. Working closely with clinicians and colleagues, you will provide a friendly, professional and compassionate service while maintaining the highest standards of confidentiality and patient care.
We are looking for someone who enjoys working with people, communicates confidently and empathetically, and thrives in a busy environment. Strong administrative and IT skills are essential, as is the ability to work calmly under pressure while managing competing demands. Your contribution will have a direct impact on patient experience and the quality of care we provide.
In return, you will join a supportive team, receive ongoing training and development opportunities, and be part of an organisation committed to delivering excellent healthcare for our local community. If you are organised, adaptable and customer-focused, we would love to hear from you.
Main duties of the job
Opportunities exist for permanent full-time and part-time Reception and Call Centre Operatives. Successful candidates must be prepared to work a variety of shifts between 8.00am and 6.30pm, Monday to Friday.
As the first point of contact for our patients, you will play a vital role in supporting the delivery of high-quality primary care services. Working within a busy and supportive team, you will help ensure that patients receive timely assistance and are directed to the most appropriate service, clinician or healthcare professional.
The main responsibilities of the role include:
Handling a high volume of incoming and outgoing telephone calls, taking accurate messages and ensuring information is passed on promptly and appropriately.
Welcoming, assisting and signposting patients in person, by telephone and through digital channels, providing a professional and compassionate service at all times.
Booking appointments, managing patient enquiries and supporting access to the most appropriate care pathway.
Undertaking a range of administrative duties to support the efficient day-to-day operation of the practice.
Working collaboratively with clinical and non-clinical colleagues to deliver an excellent patient experience.
This is a fast-paced role requiring excellent communication, customer service, administrative and IT skills, alongside the ability to remain calm, organised and professional when managing competing demands.
About us
East Norfolk Medical Practice is a friendly 16 partner GP practice, including physician associates and paramedics providing excellent health care to our growing population of approximately 32000 patients over four sites in the Great Yarmouth area. We are committed to improving the health, wellbeing and lives of our patients and colleagues in a friendly, supportive, pro-active and well- organised working environment.
Our Practice is supported by a strong and collaborative non-clinical team that underpins the delivery of patient services. Receptionists play an essential role in ensuring the organisation runs effectively and efficiently. We value the contribution of every team member and recognise that high-quality healthcare depends on both clinical and non-clinical expertise.
At East Norfolk Medical Practice, we recognise that our staff are our greatest asset and are committed to supporting their wellbeing and work-life balance. In addition to 25 days' annual leave (pro rata) plus bank holidays, we offer an extra day off on your birthday when it falls on a working day, NHS Blue Light Card membership, access to an Employee Assistance Programme for you and your immediate partner, and membership of the NHS Pension Scheme with excellent employer contributions. We are proud to provide a supportive working environment where our people are valued, developed and recognised for the vital contribution they make to patient care.
Job description
Job responsibilities
Reception and Call Centre Operatives provide a professional, efficient, and courteous first point of contact for patients, carers, and other healthcare professionals.
The role focuses on handling incoming contact, including phone calls, on-line messages , emails, and tasks, to support access to appropriate clinical care and information. Receptionists and Call Centre Operatives respond to patient enquiries, book appointments, and signpost to services as required, while maintaining high standards of confidentiality, professionalism, and customer service.
Receive and make telephone calls (diverting calls and taking messages, ensuring accuracy of detail and prompt appropriate delivery)
Receive, assist and direct 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, either in person or via the telephone.
The post holder will be required to follow existing processes to deliver the following responsibilities:
Act as a professional and supportive first point of contact for patients, carers, and healthcare professionals.
Answer incoming calls, emails, and tasks promptly and politely.
Identify and record the nature of all enquiries, ensuring requests are managed, signposted and escalated appropriately.
Communicate clearly and empathetically, providing guidance, information, or reassurance as required.
Encourage patient understanding of new processes and services to promote appropriate use.
Maintain high standards of service delivery, meeting agreed productivity targets to support patient access.
Ensuring an effective and efficient reception service is provided to patients and any other visitors to the Practice
Ensuring that patients with no prior appointment but who need urgent consultation are seen in accordance with Practice guidelines.
Explaining Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure relevant procedures are completed.
Advising patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same
Informing patients of test results as required.
Ensuring home visit requests are managed as per booking protocols and processing pro-active discharge home visits requests
Acting as chaperone when required by the clinician and make a record in patients notes after the examination
Person Specification
Experience
- Experience working in a customer service, reception, call centre, or administrative environment.
- Experience managing multiple tasks and competing priorities in a busy workplace.
- Experience communicating effectively with a wide range of people, both face-to-face and over the telephone.
- Experience using computer systems and Microsoft Office applications.
- Experience handling sensitive information with discretion and professionalism.
- Experience working within a healthcare, NHS, GP practice, or public sector setting.
- Experience using SystmOne or similar clinical systems.
- Experience managing appointment bookings and patient enquiries.
- Experience working as part of a multidisciplinary team.
Qualifications
- Educated to GCSE level (or equivalent).
- GCSE Mathematics and English at Grade C/Level 4 or above (or equivalent).
- Good standard of written and verbal English.
- NVQ Level 2 or above in Customer Service, Business Administration, Reception Services, or a related qualification.
- Relevant administrative or customer service training.
Knowledge and skills
- Excellent communication and interpersonal skills.
- Strong administrative and IT skills with a high level of accuracy and attention to detail.
- Ability to remain calm, professional and organised when working under pressure.
- Ability to prioritise workload and adapt to changing demands.
- Commitment to delivering excellent customer service and patient care.
- Demonstrates the highest standards of confidentiality, integrity and professionalism at all times.
- Understanding of the importance of data protection, information governance and patient confidentiality.
- Ability to work effectively as part of a team and support colleagues when required.
- Reliable, flexible and willing to work shifts between 8.00am and 6.30pm, Monday to Friday.
- Satisfactory DBS check.
- Confidence in signposting patients to the most appropriate service.
- Full UK driving licence and ability to travel between practice sites if required.
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
East Norfolk Medical Practice
Address
147 Lawn Avenue
Great Yarmouth
Norfolk
NR30 1QP
United Kingdom
Employer's website
https://www.enmp.co.uk/