About this role
Job summary
Are you looking for a rewarding role where you can make a real difference every day? Join the welcoming and supportive team at Carlton Group Practice, serving over 17,000 patients across our two sites in the heart of Burton upon Trent, Carlton Street Surgery and King Street Surgery.
As a Receptionist, you will play a vital role as the first point of contact for our patients and visitors. You will provide a warm, professional welcome and help guide people to the right service or healthcare professional, ensuring a positive experience from the moment they arrive. Alongside this, you will support both clinical and administrative teams, contributing to the smooth and efficient running of the practice.
We offer both full-time and part-time opportunities. Flexibility is important, as shifts may vary between 8:00am and 6:30pm, with some cover required when needed. As this role involves working across both sites, a full UK driving licence and access to a vehicle are essential.
We are looking for someone who is organised, approachable, and thrives in a busy environment, with a genuine commitment to delivering excellent patient care.
In return, you will benefit from a supportive and inclusive workplace, access to the NHS Pension Scheme, and ongoing training and development opportunities to help you grow and progress. You will be part of a collaborative team that truly values the work you do and the difference you make.
Main duties of the job Key Responsibilities
Provide a courteous and efficient reception service to patients, visitors, and healthcare professionals. Receive and assist patients in accessing services, both in person and via telephone. Process appointment requests, home visit requests, and telephone consultations using internal triage pathways. Accurately take and relay messages to the appropriate team members. Register new patients and update patient records on the clinical system. Handle general enquiries and explain practice procedures to patients. Process and distribute incoming and outgoing communications, including emails, letters, and test results. Liaise with external healthcare providers as required. Maintain confidentiality and adhere to data protection policies at all times. Process payments for private services and issue receipts. Support the clinical team by printing forms, processing samples, and managing administrative tasks. Monitor and respond to the practices generic email inbox. Assist with general office duties including photocopying, filing, and scanning. Open and close the premises in line with practice protocols. Provide cover for absent colleagues and support the wider team as needed. Undertake any other duties appropriate to the role as directed by the management team.
About us
Carlton Group Practice is a large, friendly GP practice located close to the centre of Burton upon Trent, caring for over 17,000 patients across two sites, Carlton Street Surgery and King Street Surgery.
We have a strong, multidisciplinary team made up of 6 GP Partners, Salaried GPs, Clinical Pharmacists, a Paramedic, Pharmacy Technicians, Practice Nurses, Healthcare Assistants, and Care Coordinators. This clinical team is supported by an experienced and dedicated management and administrative team, all working together to provide high-quality, patient-centred care.
We are proud of our collaborative working culture and our commitment to delivering safe, effective, and compassionate care to our local community.
Interested?
If you are passionate about delivering excellent patient care and would like to be part of a supportive and forward-thinking team, we would love to hear from you.
To apply, please submit your application via NHS Jobs. For further information or to arrange an informal discussion about the role, please contact the practice.
Job description Job responsibilities
Job summary:
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general administrative assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone at either of the two sites.
Job responsibilities:
The duties and responsibilities to be undertaken by members of the Practice Reception Team may include any or all of the following administrative duties:
Opening / locking of Practice premises and maintaining security in accordance with Practice protocols
Ensuring a professional, effective and efficient reception service is provided to patients and any other visitors to the Practice
Dealing with all general enquiries efficiently and courteously including where necessary explaining policy and procedures
Explaining practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed
Processing telephone requests and face to face requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional following internal pathways
Take messages, ensuring accuracy of detail and prompt appropriate delivery to the correct member of staff
Process internal electronic and non-electronic tasks
Enter requests for home visits onto the computer system, ensuring careful recording of all relevant details
General photocopying
Checking the generic practice email and dealing with requests / forwarding to the appropriate member of the team in an accurate and prompt manner
Printing blood test request forms
Advising patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts
Enter/amend patient information onto the computer as required
Filing of patient notes as required, ensuring strict alphabetical order is adhered to
Ensure that all new patients are registered onto the computer system promptly and accurately.
Process samples received from patients following internal protocol
Liaising with external health care providers as required / requested by members of the clinical team
Assisting other members of the Primary Health Care Team as required
Covering for absent colleagues as and when necessary
Undertake any other additional duties appropriate to the post as requested by the Management Team. Duties may be varied from time to time under the direction of the Head of Reception / Practice Managers, dependent on current and evolving Practice workload and staffing levels.
Confidentiality
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health and Safety
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health and Safety Policy, and the Practice Infection Control policy and published procedures. This will include (but will not be limited to):
Using personal security systems within the workplace according to Practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Actively reporting of health and safety hazards and infection hazards immediately when recognised Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role Undertaking periodic infection control training (annually) Reporting potential risks identified Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Personal/Professional Development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work Quality:
The post-holder will strive to maintain quality within the practice, and will:
Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
Communicate effectively with other team members Communicate effectively with patients and carers Recognize peoples needs for alternative methods of communication and respond accordingly. Contribution to the implementation of services:
The post-holder will:
Apply practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate.
Person Specification
Qualifications Essential
Good standard of education (GCSE English and Maths)
Experience Essential
Excellent communication skills (written, oral and presenting) IT skills (generic) Ability to prioritise own workload General office / administration experience Ability to work as part of a team Ability to follow protocol
Desirable
Experience of SystmOne and other Windows/Web based software
Person Skills Essential
Polite and confident Flexible and cooperative Excellent interpersonal skills and diplomatic Ability to use initiative, judgement and common sense Sensitive and empathetic in distressing situations Ability to work under pressure Confident, assertive and resilient
Other Essential
Flexibility to working hours as required Disclosure Barring Service (DBS) check An understanding, acceptance and adherence to the need for strict confidentiality Full driving licence with access to own vehicle (travel may be necessary between practices)
Driver with Access to own Vehicle Essential
As this role is based across two sites it is essential that the successful candidate has a full driving licence and access to their own vehicle.
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 Carlton Group Practice
Address Carlton Street
Burton-on-trent
Staffordshire
DE13 0TE
United Kingdom
Employer's website https://www.carltonstreet.nhs.uk (Opens in a new tab)