About this role
Job summary
The individual will play a key role in delivering a high quality and timely appointment management service for the Workington GP Practice.
Interviews will take place in person on Monday 26th October 2026
Main duties of the job
This role will work as part of the triage team supporting the following:
assigning incoming patient requests to the appropriate team to ensure minimal touch points and a smooth, effective service for patients, actioning any requests yourself where possible
booking appointments for patients following guidance from the clinical triage team
handling the booking of patient appointments from Nursing and Health Care Assistant team task management system
work with the management team and support with re-booking of appointments from cancelled clinics
running reports on patient DNA and liaising with management re patients who frequently DNA appointment
You will work as part of our triage admin team and full support and training will be provided. The work is varied and interesting due to booking appointments for a variety of clinics. The necessity to be able to prioritise own workload is essential.
The post will require a considerable amount of patient contact (by telephone) therefore the successful candidate will need to have good communication skills including an outstanding telephone manner and organisational skills. As well as excellent IT/data input skills you will be proficient in the use of the EMIS clinical system and Accurx system and demonstrate a high level understanding of confidentiality.
The ability to work under pressure is essential both individually and as part of a team to ensure that appointment deadlines are met.
About us
James Street Group Practice is one of the largest practices in the region, serving over 33,000 patients.
As a unique one-practice Primary Care Network, we are able to work closely together to design services around the needs of our local population and create genuine continuity of care for our patients.
Our multidisciplinary team includes:
General Practitioners Advanced Clinical Practitioners Practice Nurses Paramedic Health Care Assistants Mental Health Practitioners Medicines Management Team Frailty Assessment Team MSK First Contact Practitioners Personalised Care Team Skilled reception and administrative colleaguesThis team-based approach means our GPs are supported by the right people at the right time, allowing them to focus on delivering excellent patient care.
Job description Job responsibilities
To undertake the booking and scheduling of appointments in a timely manner following guidance from the clinical triage team. All modes of contact should be recorded in the patient notes
To undertake the booking and scheduling of Nursing and HCA appointments in a timely manner. All modes of contact should be recorded in the patient notes
Effective use of the practice appointment system, to include booking appointments and assisting with the maintaining/monitoring the appointment system, including processing of online triage requests
Ensure attention to detail when booking appointments
At very short notice, support with the cancellation of clinics and re-allocation of appointments to ensure maximum use of all available time slots
Monitor all appointment books on a daily basis to ensure that any available slots are changed to accommodate any backlogs and appointments are filled in a timely manner
Support the triage admin function, ensuring that triage forms are allocated and actioned in a timely manner
Ensure that the appointments books are reviewed and delete any empty slots from the Duty Doctor, triage telephone call, HV service etc so that appointment data collection is correct
Running reports on patient DNA & failed encounters, liaising with management on any actions that may need to be put in place
Assisting with any queries and concern 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
Possess excellent communication skills to deal with queries from clinical, non-clinical staff, and patients
You will frequently be expected to give information to people with communication difficulties
Report task systems waiting times to Operational Service Manager
Escalate patient queries, capacity problems and general issues to the relevant Operational Service Manager as appropriate
Ensure that when handling patient information or discussing patient needs, confidentiality guidelines are strictly adhered to and that close attention is given to NCPC Confidentiality Policy and Information Governance guidelines
Interviews will take place in person on Monday 26th October 2026
Person Specification
Qualifications Essential
Good general education Excellent standard of literacy
Personal skills and attributes Essential
Able to work under pressure and remain calm An understanding, acceptance and adherence to the need for strict confidentiality Must be personable, polite and approachable Must be a team player Must be adaptable to change Able to work on own initiative Flexible and adaptable Aware of own limitations Good organisational and interpersonal skills are essential
Professional Knowledge Essential
Excellent communication (orally and written) and listening skills The ability to manage multiple activities Good organisational skills Good team working skills Effective time management skills Ability to work independently following verbal or written instructions Experience in use of IT systems e.g. MS Outlook, MS Word, Excel and the internet Adaptable to change Computer literate Ability to work to defined protocols and seek advice where appropriate.
Desirable
Experience of working in a primary care setting would be beneficial Knowledge in EMIS clinical system Knowledge of the Anima system
Job related requirements Essential
Have the ability to prioritise workload The ability to work under pressure is essential Ability to be proactive Flexible Reliable Excellent attendance record
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
Workington
Cumbria
CA14 2DL
United Kingdom
Employer's website https://www.jamesstreet-workington.nhs.uk/ (Opens in a new tab)