About this role
Job summary
We are looking for two friendly, organised, and professional Practice Receptionists to join our busy GP practice team. The successful candidates will be the first point of contact for patients, providing a welcoming and helpful service while supporting the smooth day-to-day running of the practice.
We have two part time positions available with the following work patterns and weekly working hours:
Position 1 - 27.5 hours per week
Monday: 8am to 2pm
Tuesday: 10am to 8:30pm
Wednesday: 12:30pm to 6:30pm
Friday: 8am to 2pm
Position 2 - 20.5 hours per week
Monday: 8am to 6:30pm
Wednesday: 8am to 2pm
Saturday: 8:30am to 1:30pm
Interviews will be held on the 24th November.
Main duties of the job
To provide a friendly, professional and efficient reception and call handling service, welcoming patients and visitors, managing enquiries and directing patients to the appropriate healthcare service or professional. To support the practice team with daily administrative tasks and ensure the smooth running of the practice whilst maintaining patient confidentiality.
About us
Carlisle Healthcare is a large NHS general practice partnership established in 2016 following the merger of three longstanding surgeries in the city. Today, we operate across three sites and provide care for a registered population of approximately 39,000 patients.
As a four practice Primary Care Network, we actively embrace the opportunities PCN working provides enabling us to innovate, collaborate, and redesign how comprehensive primary care is delivered for our community.
We are a diverse, multidisciplinary team committed to high quality, patient centred care. Our workforce includes:
- General Practitioners
- Advanced Clinical Practitioners
- Home Visiting Team including ANPs, nurses, paramedics, occupational therapists, and frailty coordinators
- Social Prescribing Link Worker
- First Contact Physiotherapists
- Primary Care Mental Health Workers
- Clinical Pharmacists
- Practice Nurses and HCAs
- Senior Management and Administrative Teams
Carlisle Healthcare is a busy, forward-thinking practice. We aim to deliver the highest standard of care while recognising the realities of finite NHS resources. Alongside patient care, we place strong emphasis on:
- Supporting staff wellbeing
- Creating a positive, professionally fulfilling working environment
- Encouraging innovation and continuous improvement
Job description
Job responsibilities
- Welcoming patients and visitors to the practice in a professional, friendly and courteous manner.
- Answering phone calls, responding to patient enquiries and directing calls to the appropriate healthcare professional.
- Booking, cancelling and rearranging appointments through practice patient systems.
- Registering new and temporary patients and updating patient records, ensuring all information is accurate.
- Monitor, review, and process incoming eConsult and other online consultation requests through the day.
- Assist patients who experience difficulties accessing or completing digital consultation forms
- Where appropriate and in accordance with practice protocols, direct patients to suitable services such as self-care resources, local pharmacies, or NHS 111.
- Maintain patient confidentiality and handle sensitive information in accordance with GDPR and practice policies.
- Manage incoming and outgoing correspondence, emails and other administrative documentation.
- Process repeat prescription requests in line with practice procedures.
- Liaising with healthcare professionals, including GPs, to support the smooth running of the practice.
- Respond to patient enquiries with sensitivity and professionalism, identifying urgent matters and referring them to the appropriate healthcare professional as required.
- Maintaining an organised reception area.
- Undertake general administrative duties, ensuring patient information and documentation are handled securely.
- Adhere to practice policies and procedures.
- Support the day to day running of the practice while working collaboratively with colleagues and healthcare professionals to deliver a high standard of patient care.
- Where required open and close surgeries in line with practice procedure.
- Undertake any other reasonable duties appropriate to the roles as requested by the practice manager or partners.
Person Specification
Qualifications
Essential
- Good standard of general education 5 GCSE including English and Maths or equivalent
Desirable
- NVQ Customer Care or related area
Other Requirements
Essential
- Ability to work without direct supervision and use own initiative
- Ability to work well in an integrated and multi-skilled team
- Ability to work well and remain calm under pressure
- Ability to work accurately and maintain attention to detail
- Ability/willingness to travel to other clinics to work during work hours when necessary
- Ability to self-motivate, organise and prioritise own workload.
- Provide additional cover in times of need.
- An understanding, acceptance and adherence to the need for strict confidentiality.
Experience
Essential
- Basic IT and computer skills
- Experience in dealing directly with the public/patients
Desirable
- Experience in a healthcare setting or primary care
- Dealing with queries and complaints
- Processing and allocating payments
Knowledge and Skills
Essential
- Good communication / customer service skills
- Experience of Microsoft Office software
- Ability to work well as part of a team
- Conflict resolution skills
Desirable
- Familiarity with EMIS software
- Knowledge of NHS services or general practice procedures.
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
Carlisle Healthcare
Address
Locke Road
Durranhill Industrial Estate
Carlisle
CA1 3UB
United Kingdom
Employer's website
https://www.carlislehealthcare.co.uk/ (Opens in a new tab)