Receptionist

James Street Group Practice

The closing date is 03 April 2025

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Job summary

Workington GP Practice have an exciting opportunity for enthusiastic individuals with a can do attitude and friendly and cheerful disposition to join our front of house reception team working across practice sites and the Primary Care Centre.

This post will be working 30 hours a week over seven days between the hours of 8am until 8pm. Weekend shifts are worked on a rotational basis across the team.

The post holder will have responsibility for front line reception duties and the provision of confidential, professional, efficient and responsive administrative support service. You should have excellent customer service skills and demonstrate a high degree of tact, diplomacy and confidentiality as the first point of contact for service users, carers, health professionals and third party organisations.

You will have very good communication, team working and organisational skills and be comfortable wrong in a fast paced environment while maintaining and calm approach.

All staff are expected to work within NCPC Values:

We Care We are a Team We Work Hard to Improve

Interviews will be taking place in person week commencing 7th April 2025

Main duties of the job

Act as the first point of contact for patients presenting at the practice and Primary Care Centre, external agencies and all staff members, providing a first-class level of Reception/Customer Service

Offer general assistance within the practice and project a positive and friendly image to patients and other visitors, in person and via the telephone.

Receive, assist/care navigate/sign post direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way

Undertake reception related administrative duties.

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies

About us

North Cumbria Primary Care Ltd (NCPC) is an innovative not for profit social enterprise, established to create a network of great surgeries which sustains and supports the development of general practice across the local area. We enable our member general practices to continue to operate as local family practices with the benefit of a large and robust infrastructure to provide support.

Date posted

25 March 2025

Pay scheme

Other

Salary

£17,895.48 to £18,810.59 a year based on 30 hours per week

Contract

Permanent

Working pattern

Part-time

Reference number

A4837-25-0005

Job locations

James Street Group Practice

James Street

Workington

Cumbria

CA14 2DL


Job description

Job responsibilities

Duties will include, but are not limited to:

Acting as the focal point of the practice and act as a liaison between patients, clinicians and other members of the team

Greet all patients on arrival, ensuring all patients are checked in for their appointment either manually or via the patient touch screen

Receive and process incoming calls to reception and deal with enquiries from patients efficiently in a polite and professional manner

Effective use of the practice appointment system, to include booking appointments and assisting with the maintaining/monitoring the appointment system, including processing of e-requests

When in the Primary Care Centre, taking responsibility for the management and preparation of the 24 hour ambulatory BP and ECG equipment, ensuring the equipment is programmed correctly and the data is sent to the relevant teams when returned from the patient.

Assisting with any patient queries and concerns

Signposting and care navigating patients to the correct service

Dealing with messages from patients, clinicians or external agencies and take appropriate action where required

Dealing with tasks that clinicians may assign to you in an effective and timely manner

Photocopy documentation as required

Input data into the patients health records as necessary

Contributing to identifying and acting on potential improvements

Updating and monitoring patient information notice boards, to ensure all relevant information is available and up to date, and ensuring waiting rooms are free from obstructions and clutter

Restock clinical rooms with stationery stock as needed

Assist with contacting patients to arrange appointments for annual long term condition reviews, NHS health checks, vaccination clinics or reviews

Send pre-appointment questionnaires and invites for recall patients

Chaperone, as requested

Check and sign for deliveries as per practice protocol and notify the relevant Manager of the delivery in a timely manner

Open and close premises, de-activating or activing alarms, and ensuring all necessary preparations are made to receive patients or close up for the night

Act as a NHS App Ambassador to support patients to utilise the NHS App

Ensure visitors are asked to sign in visitor book

Supporting with other reasonable duties as required

To have a thorough knowledge of all relevant practice procedures

To work in accordance with written protocols

General filing and other tasks associated with maintaining efficient reception team

To provide cover for colleagues in times of absence for annual leave/sickness

Undertake any other duties as instructed by management

The duties and responsibilities shown above are not exhaustive but should merely be regarded as a guide.

Job description

Job responsibilities

Duties will include, but are not limited to:

Acting as the focal point of the practice and act as a liaison between patients, clinicians and other members of the team

Greet all patients on arrival, ensuring all patients are checked in for their appointment either manually or via the patient touch screen

Receive and process incoming calls to reception and deal with enquiries from patients efficiently in a polite and professional manner

Effective use of the practice appointment system, to include booking appointments and assisting with the maintaining/monitoring the appointment system, including processing of e-requests

When in the Primary Care Centre, taking responsibility for the management and preparation of the 24 hour ambulatory BP and ECG equipment, ensuring the equipment is programmed correctly and the data is sent to the relevant teams when returned from the patient.

Assisting with any patient queries and concerns

Signposting and care navigating patients to the correct service

Dealing with messages from patients, clinicians or external agencies and take appropriate action where required

Dealing with tasks that clinicians may assign to you in an effective and timely manner

Photocopy documentation as required

Input data into the patients health records as necessary

Contributing to identifying and acting on potential improvements

Updating and monitoring patient information notice boards, to ensure all relevant information is available and up to date, and ensuring waiting rooms are free from obstructions and clutter

Restock clinical rooms with stationery stock as needed

Assist with contacting patients to arrange appointments for annual long term condition reviews, NHS health checks, vaccination clinics or reviews

Send pre-appointment questionnaires and invites for recall patients

Chaperone, as requested

Check and sign for deliveries as per practice protocol and notify the relevant Manager of the delivery in a timely manner

Open and close premises, de-activating or activing alarms, and ensuring all necessary preparations are made to receive patients or close up for the night

Act as a NHS App Ambassador to support patients to utilise the NHS App

Ensure visitors are asked to sign in visitor book

Supporting with other reasonable duties as required

To have a thorough knowledge of all relevant practice procedures

To work in accordance with written protocols

General filing and other tasks associated with maintaining efficient reception team

To provide cover for colleagues in times of absence for annual leave/sickness

Undertake any other duties as instructed by management

The duties and responsibilities shown above are not exhaustive but should merely be regarded as a guide.

Person Specification

Experience

Essential

  • GCSE qualifications or equivalent
  • Excellent communication (orally and written) and listening skills
  • The ability to manage multiple activities
  • Experience in use of IT systems e.g. MS Outlook, MS Word, Excel and the internet
  • Ability to prioritise and work to tight deadlines when faced with conflicting demands
  • Demonstrate good attention to detail
  • Work methodically with accuracy ensuring attention to detail
  • Experience of working in primary care
  • Experience of Reception work
  • Previous experience in Customer Service role
  • Knowledge and experience in the use of EMIS clinical system

Core Values

Essential

  • Strong commitment to the vision and values of NCPC
  • Genuine interest in and commitment to the needs of the local community
  • Ability to work as part of a team and establish good working relationships at all levels.

Personal Attributes

Essential

  • Ability to work and act on own initiative
  • Willingness to work flexibly
  • Approachable
  • Polite and tactful
  • Highly organised
  • Ability to multi-task
  • Good interpersonal skills
  • Good telephone manner
Person Specification

Experience

Essential

  • GCSE qualifications or equivalent
  • Excellent communication (orally and written) and listening skills
  • The ability to manage multiple activities
  • Experience in use of IT systems e.g. MS Outlook, MS Word, Excel and the internet
  • Ability to prioritise and work to tight deadlines when faced with conflicting demands
  • Demonstrate good attention to detail
  • Work methodically with accuracy ensuring attention to detail
  • Experience of working in primary care
  • Experience of Reception work
  • Previous experience in Customer Service role
  • Knowledge and experience in the use of EMIS clinical system

Core Values

Essential

  • Strong commitment to the vision and values of NCPC
  • Genuine interest in and commitment to the needs of the local community
  • Ability to work as part of a team and establish good working relationships at all levels.

Personal Attributes

Essential

  • Ability to work and act on own initiative
  • Willingness to work flexibly
  • Approachable
  • Polite and tactful
  • Highly organised
  • Ability to multi-task
  • Good interpersonal skills
  • Good telephone manner

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

James Street Group Practice

Address

James Street Group Practice

James Street

Workington

Cumbria

CA14 2DL


Employer's website

https://www.jamesstreet-workington.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

James Street Group Practice

Address

James Street Group Practice

James Street

Workington

Cumbria

CA14 2DL


Employer's website

https://www.jamesstreet-workington.nhs.uk/ (Opens in a new tab)

For questions about the job, contact:

Service Delivery Lead

Lily Burton

nencicb-cu.workingtonhr@nhs.net

Date posted

25 March 2025

Pay scheme

Other

Salary

£17,895.48 to £18,810.59 a year based on 30 hours per week

Contract

Permanent

Working pattern

Part-time

Reference number

A4837-25-0005

Job locations

James Street Group Practice

James Street

Workington

Cumbria

CA14 2DL


Supporting documents

Privacy notice

James Street Group Practice's privacy notice (opens in a new tab)