About this role
Job summary
Cumbria Health is seeking a reliable and organised Receptionist to support the safe and efficient running of our Out-of-Hours Treatment Centre in Carlisle. This is a key frontline role where you will be the first point of contact for patients and professionals, helping to ensure appointments run smoothly and patients receive timely care.
Working as part of a multidisciplinary team, you will liaise with clinicians, the control room and drivers, manage appointments, process confidential information and support the running of the reception shift. The role requires strong communication skills, attention to detail and the ability to remain calm in a busy and demanding environment.
Shift pattern as follows:
Week 1: Wed, Fri, Sat, Sun (18:30 - 23:30)
Week 2: Fri (18:30 - 23:30)
Week 3: Tue, Sat (18:30 - 23:30)
Week 4: Thu, Fri (18:30 - 23:30)
Total Contracted Hours Over 4 Week Rota: 45 Hours
Average Weekly Contracted Hours: 11.25 Hours
Take this opportunity to join a dynamic team where your contributions will directly enhance patient outcomes across the region. Apply today!
Closing date: 04 June 2026
WHEN APPLYING FOR THIS ROLE, PLEASE INCLUDE YOUR MOBILE NUMBER ON YOUR APPLICATION SO WE CAN CONTACT YOU IF NEEDED. PLEASE ALSO CHECK YOUR SPAM OR JUNK FOLDER REGULARLY AS EMAILS FROM US MAY OCCASIONALLY BE FILTERED THERE.
Please note that we are unable to offer an Employer Sponsored Visa for this role.
Main duties of the job
The post holder will be responsible for the efficient running of the reception area at their designated base.
The main duties include:
Welcoming patients and managing the reception areaBooking and coordinating appointments and contacting patientsProcessing referrals and handling confidential patient informationMonitoring waiting areas and escalating concerns appropriatelyLiaising with clinicians, drivers, control room teams and external agenciesUsing clinical systems such as Adastra, EMIS and OutlookWorking flexibly to support service delivery during busy periods
At all times, Cumbria Health will deliver a service that is in line with our values:
Clinically Focussed: Everything every one of us does is for the patient
Responsive: We listen and we respond quickly in a patient focussed way
One Team: We work together to provide a high quality service which is organised and consistent, and in partnership with both the local Acute and Community Trusts
High Standards: We provide skilled professionals working to the highest standards who are passionate about improving patient care
Growth & Sustainability: With our strong roots we will continue to thrive and grow
Communities: Connecting and engaging to meet local needs
About us
Cumbria Health places the patient, their family and their community at the heart of everything we do. We are an award-winning organisation, the first out-of-hours organisation in the country to be rated as outstanding by the Care Quality Commission (CQC).
We provide primary health care services, both in and out of hours, across Cumbria. We are values-driven and place great emphasis on inclusivity and the wellbeing and development of our staff, while striving to provide a consistently high-quality service. Our service is designed to improve health and wellbeing.
Working for Cumbria Health can offer flexible opportunities in terms of location, hours and working patterns so you can enjoy a great work life balance. In order to provide the best patient care we understand the importance of ensuring staff satisfaction and are consistently trying to ensure we offer our staff a positive working environment whether that be though training or social events.
Listen to your heart. Have the work life balance you'd love.
Job description Job responsibilities
This section outlines the broad range of duties which may be undertaken either routinely or periodically. This list is not exhaustive and the post holder may be required to undertake additional duties appropriate to the role.
Patient Interaction and Front of House Responsibilities
Act as the first point of contact for patients, professionals and visitors to the Treatment Centre. Welcome patients on arrival, confirm appointment details and ensure they are booked in accurately. Manage patient enquiries in a professional, calm and courteous manner, both face-to-face and via telephone. Monitor patients in the waiting area and escalate any concerns or deterioration to a clinician or appropriate professional. Appointment Coordination and Patient Flow
Coordinate and manage appointment bookings in line with Cumbria Health policies and procedures, maintaining oversight of patient flow and liaising with the Control Room as required. Liaise with the Control Room Supervisor/Dispatcher to support the safe and effective running of the service. Support the smooth flow of patients through the service, ensuring timely communication with clinicians and the wider team.Administrative and Data Management
Accurately record and update patient information using clinical systems (e.g. Adastra, EMIS, Outlook and other systems as required). Process confidential patient information in line with Cumbria Health policies and Information Governance requirements. Complete administrative tasks and data entry accurately and in a timely manner. Communication and Team Working
Maintain clear, professional and timely communication with the Control Room, clinicians, drivers and wider team. Work collaboratively with colleagues to support safe and coordinated service delivery. Escalate issues or concerns appropriately to the Control Room Supervisor or relevant team members.Safety and Emergency Response
Escalate concerns to a clinician immediately. Support the safe running of the Treatment Centre, following local procedures and guidance.Equipment and Environment
Support clinicians by preparing and making available equipment and supplies as required (e.g. ECG machines, blood pressure monitors, & prescription stationery. Assist with the safe storage and restocking of equipment and supplies within the Treatment Centre. Support the maintenance of a safe, clean and organised reception and waiting area.
Flexibility and Service Support
Work autonomously, managing workload effectively and responding to service demand. Demonstrate flexibility to support rota cover and service delivery, particularly during periods of high demand. Support the wider team and service as required, in line with operational needs.Governance, Compliance and Development
Keep up to date with and adhere to Cumbria Health policies, procedures and guidance. Maintain confidentiality and comply with Information Governance and GDPR requirements. Use email and internal systems to stay updated on communications and service information. Participate in mandatory training and ongoing development. The post holder will be expected to undertake any other duties reasonably required, which are appropriate to the role and within the scope of their training and capability.
Person Specification
Qualifications Essential
GCSE English and Maths (or equivalent)
Desirable
IT or system training qualification NVQ Business Administration
Skills and Aptitudes Essential
Strong communication skills with a professional and calm manner (face-to-face and telephone) Ability to prioritise and manage workload effectively Ability to record information accurately and in a timely manner Good organisational skills and attention to detail Ability to remain calm and work effectively under pressure Ability to follow procedures and operational guidance Ability to work independently and as part of a multidisciplinary team
Desirable
Confidence in using multiple systems and communication methods simultaneously
Personal Attributes Essential
Friendly, approachable and professional manner Reliable and responsible approach to work Flexible and adaptable to service needs Team player with a positive and supportive attitude Ability to build rapport with patients and colleagues
Desirable
Experience of working in a fast-paced or high-demand environment
Other requirements Essential
Ability to work unsocial hours, including evenings, nights, weekends and Bank Holidays Understanding of confidentiality and Information Governance (GDPR) Ability to respond flexibly to service demand within the scope of the role
Desirable
Willingness to undertake further training relevant to the role
Experience Essential
Experience of working in a customer-facing or patient-facing role Experience of using computer systems and confidence in learning new systems Experience of working as part of a team in a busy environment
Desirable
Previous experience working within the NHS. Experience of using clinical or appointment systems (e.g. Adastra, EMIS)
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 Cumbria Health
Address Cumberland Infirmary
Newtown Road
Carlisle
Cumbria
CA2 7HY
United Kingdom
Employer's website https://cumbriahealth.co.uk/ (Opens in a new tab)