Receptionist - Waterloo House Surgery

Cumbria Health are looking for an enthusiastic Receptionist to join our established team at Waterloo House Surgery, Millom. This position is part time, with 30 hours per week available over 5 days. This role is responsible for delivering a friendly, efficient, and professional service to the practice by managing incoming calls and supporting patients when attending appointments or accessing other services. The post holder will act as a key point of contact, ensuring patients receive clear guidance and support in a courteous and respectful manner. A strong emphasis is placed on effective communication, helping to maintain clear and timely information flow between patients, members of the primary health care team, and relevant secondary agencies to support high-quality patient care.

Main duties of the job:

• The post holder will be responsible for the efficient running of the reception area at the Waterloo House Surgery, Millom. This includes general administration, data entry, equipment checks and liaison with multi-disciplinary teams.
• To be the first point of contact for patients arriving at the Health Centre.
• Processing confidential patient information to pass to Clinicians.
• Open up the premises at the start of the day, set the alarm to day function, including checking the heating/air conditioning and panic alarms and make all necessary preparation to receive patients.
• Contacting patients with appointment times.
• Keep a watchful eye on patients waiting to be seen and in the case of worsening symptoms, alerting a relevant professional.
• Alerting Emergency Services in the event of an emergency and/or gain help from within the department.
• Gain an understanding of coordinating workload to capacity.
• Carrying out equipment checks and reporting issues to the Practice Co-ordinator.
• To work autonomously, managing own workload effectively referring to line manager when necessary.
• Receive and make calls as required with the ability to handle heavy phone/patient traffic.
• Divert calls and take messages as appropriate.
• Ensure that the telephone system is operational at the beginning of each day.
• Scanning and attaching patients data to patients electronic records.
• Pulling, filing and photocopying of patient paper records.
• Sort, screen and distribute incoming internal mail.
• Process outgoing mail following the procedure.
• Securing premises at the end of the day ensuring the building is totally secured, internal lights are switched off and the alarm activated.
• To adhere to all Cumbria Health Policies and Procedures.
• Participate and ensure own on-going development.
• Receiving all incoming deliveries, opening and distributing accordingly.
• To maintain a high level of confidentiality and comply with the Data Protection Act.
• Be aware of the nature of information dealt with and work in a manner which ensures confidentiality and security.
• Undertake any other activities deemed appropriate and necessary by the organisation.

Person Specification:

• Qualifications: GCSE English and Maths (or equivalent), ECDL or equivalent, NVQ Business Administration.
• Skills and Aptitudes: Excellent oral and written communication skills, excellent telephone manner, ability to prioritise & manage own workload, friendly, helpful and can do approach, ability to carry out work accurately to specified deadlines, excellent organisational skills, ability to work on own initiative, able to work under pressure, able to maintain a high level of confidentiality.
• Personal Circumstances: Positive, confident, well organised, good team player, flexible, ability to build rapport and effective relationships at all levels, demonstrate initiative, ability to maintain workload in a sometimes busy and demanding environment.
• Other requirements: Willingness to undertake further training.
• Knowledge: Previous experience working within the NHS, previous experience in a similar role.

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.