Receptionist - Carlisle, Out of Hours

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 2: Fri (18:30 - 23:30)
• Week 3: Tue, Sat (18:30 - 23:30)
• Week 4: Thu, Fri (18:30 - 23:30)

Average Weekly Contracted Hours: 11.25 Hours

Main duties of the job:

• Welcoming patients and managing the reception area
• Booking and coordinating appointments and contacting patients
• Processing referrals and handling confidential patient information
• Monitoring waiting areas and escalating concerns appropriately
• Liaising with clinicians, drivers, control room teams and external agencies
• Using clinical systems such as Adastra, EMIS and Outlook
• Working 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

Job 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 elevate any concerns or deterioration to a clinician or appropriate professional.
• 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.
• 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.
• 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.
• Escalate concerns to a clinician immediately.
• Support the safe running of the Treatment Centre, following local procedures and guidance.
• 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.
• 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.
• 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.

Qualifications:

• GCSE English and Maths (or equivalent)
• IT or system training qualification
• NVQ Business Administration

Skills and Aptitudes:

• 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
• Confidence in using multiple systems and communication methods simultaneously

Personal Attributes:

• 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
• Experience of working in a fast-paced or high-demand environment

Other requirements:

• 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
• Willingness to undertake further training relevant to the role

Experience:

• 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
• Previous experience working within the NHS.
• Experience of using clinical or appointment systems (e.g. Adastra, EMIS)

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.