Job Description

1. JOB DETAILS

Job title: Receptionist

Work pattern: 37.5 hours per week. These would be worked over seven days between the hours of 8am until 8pm. Weekend shifts are worked on a rotational basis across the team.

Salary: 23,891.92-25,036.62- whole time equivalent

Accountable to: Operational Service Manager

Location: Workington GP Practice

Interviews will take place in person on Wednesday morning 13th August 2025

2. 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.

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

3. ROLE OF DEPARTMENT

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

4. ORGANISATIONAL CHART

Locality Lead

Operational Service Manager

Receptionist

5. KEY WORKING RELATIONSHIPS

Working closely with all staff groups across the town to include GPs, nursing staff, reception staff, and the management team.

Working very closely and in collaboration with the wider NHS agencies and Social Care providers to ensure efficient, effective patient centred care is always prioritised.

Working with third party agencies to support any incoming enquiries and outgoing requests.

6. DUTIES AND RESPONSIBILITIES OF THE POST

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 patient's 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.

7. INDIVIDUAL RESPONSIBILITIES

The post holder is expected to:

Adhere to NCPC policies and procedures and relevant legislation including the requirements of the any professional bodies

Attend mandatory training as identified by the organisation.

Adhere to NCPC infection prevention policies, procedures, audits in line with the Health Act 2006, to actively reduce Health Care Associated Infections

8. CONFIDENTIALITY

While 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.

9. 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 & Safety Policy and the practice Infection Control Policy. This will include:

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 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 holder's role

10. RISK MANAGEMENT

All staff have a responsibility to report all clinical and non-clinical accidents, incidents or near-misses promptly and when requested to co-operate with any investigations undertaken.

11. 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 people's 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.

12. SAFEGUARDING

All employees have a duty for safeguarding and promoting the welfare of children and adults at risk. Staff must be familiar with the NCPC Safeguarding Policy and the process for raising concerns about the welfare of anyone with whom they have contact. Staff must also ensure they receive the appropriate level of safeguarding children and adult training depending on their role in the organisation.

Staff are expected to access supervision and support from their line managers and/or the locality based safeguarding team when managing complex cases where applicable to their role.

13. INFORMATION GOVERNANCE

The post holder must keep up to date with the requirements of information governance; undertake mandatory training and follow NCPC policies and procedures to ensure that NCPC information is dealt with legally, securely, efficiently and effectively.

It is important that the post holder processes personal identifiable information only in accordance with the NCPC Data Protection Act notification to the Information Commissioner. The post holder must check with the Data Protection Officer before creating new systems to process person identifiable information to ensure that this is carried out within the scope of the Data Protection Act 2018 notification.

The post holder must manage the records they create or hold during the course of their employment with NCPC in an appropriate way, making the records available for sharing in a controlled manner subject to statutory requirements and agreed security and confidentiality policies, procedures and guidelines e.g. Data Protection Act 2018, Freedom of Information Act 2000, General Data Protection Regulations, Caldicott Guidelines NHS Confidentiality Code of Conduct 2003, and professional codes of conduct on confidentiality.

The post holder must maintain the confidentiality of information about service user staff and organisational business in accordance with the new Data Protection Act 2018 and Caldicott principles.

It is likely that the post holder will be in contact at some time with a form of information system, and therefore is responsible for implementing and maintaining data quality. The post holder, when making entries into records, must ensure that these are legible and attributable and that the record keeping is contemporaneous. It is essential that information recorded within records either on paper, in an electronic format or both paper and electronic is accurate, complete and relevant.

14. 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

15. QUALITY

The post-holder will strive to maintain quality within the Practice, and will 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 team's performance. Work effectively with individuals in other agencies to meet patients' needs. Effectively manage own time, workload and resources

16. COMMUNICATION

The post-holder should recognise the importance of effective communication within the team and will strive to communicate effectively with other team members, communicate effectively with patients and carers and recognise peoples' needs for alternative methods of communication and respond accordingly.

Person Specification

Job Title: Receptionist

Core Values

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

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
Experience, Knowledge and Skills

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

Interviews will take place in person on Wednesday morning 13th August 2025

Job Types: Full-time, Permanent

Pay: 23,891.92-25,036.62 per year

Benefits:

Company pension
Work Location: In person

Application deadline: 04/08/2025