Practice Receptionist

Carlton Group Practice; Burton upon Trent; On-site; GBP 20,000 - 24,000; Part time

Job summary

A large GP practice in Burton upon Trent is seeking a part-time Receptionist to be the first point of contact for patients. The role involves assisting patients, managing appointment requests, and supporting clinical teams, all while maintaining high standards of patient care. Applicants must have a good standard of education, excellent communication skills, and a full driving license with vehicle access. The practice offers a supportive environment conducive to professional growth.

Benefits

NHS Pension Scheme

Ongoing training and development opportunities

Responsibilities

• Provide courteous reception service to patients and visitors.
• Assist patients in accessing services in person and via telephone.
• Process appointment requests and home visit requests.
• Accurately take and relay messages to team members.
• Register new patients and update records on clinical system.
• Handle enquiries and explain practice procedures.
• Process communications including emails and letters.
• Liaise with external healthcare providers as required.
• Maintain confidentiality and data protection policies.
• Process payments for private services and issue receipts.
• Support clinical team with administrative tasks.
• Monitor and respond to practice's email inbox.
• Assist with general office duties.
• Open and close the premises according to protocols.
• Provide cover for absent colleagues.
• Undertake any other duties as directed by management.

Skills

Excellent communication skills

Ability to prioritise own workload

General office / administration experience

Ability to work as part of a team

Ability to follow protocol

Experience of SystmOne and other software

Education

Good standard of education (GCSE English and Maths)

Job description

Join our friendly and supportive team at Carlton Group Practice, where your role as a Receptionist will make a real difference to the lives of over 17,000 patients. We are a large, welcoming practice based in the heart of Burton upon Trent, operating across two sites, Carlton Street Surgery and King Street Surgery.

As a Receptionist, you will be the first point of contact for patients and visitors, providing a warm welcome and ensuring they are navigated to the appropriate service or healthcare professional. You will also support the clinical and administrative teams with a range of essential tasks that help the practice run smoothly.

This is a part‑time position for 25 hours per week, ideally spread across 5 days. Flexibility is key for this role, as you may be required to adapt to varying shifts and provide cover when needed. A full UK driving licence and access to a vehicle are essential, as you will work across both sites and may need to travel during your shift. We are looking for someone who is organised, approachable, and committed to delivering excellent patient care in a busy environment.

In return, we offer a supportive and inclusive working environment, access to the NHS Pension Scheme, and opportunities for ongoing training and development to help you grow in your role. You’ll be part of a team that values collaboration, professional growth, and making a positive impact on patient care.

Main duties of the job

• Provide a courteous and efficient reception service to patients, visitors and healthcare professionals.
• Receive and assist patients in accessing services, both in person and via telephone.
• Process appointment requests, home visit requests and telephone consultations using internal triage pathways.
• Accurately take and relay messages to the appropriate team members.
• Register new patients and update patient records on the clinical system.
• Handle general enquiries and explain practice procedures to patients.
• Process and distribute incoming and outgoing communications, including emails, letters and test results.
• Liaise with external healthcare providers as required.
• Maintain confidentiality and adhere to data protection policies at all times.
• Process payments for private services and issue receipts.
• Support the clinical team by printing forms, processing samples and managing administrative tasks.
• Monitor and respond to the practice’s generic email inbox.
• Assist with general office duties including photocopying, filing and scanning.
• Open and close the premises in line with practice protocols.
• Provide cover for absent colleagues and support the wider team as needed.
• Undertake any other duties appropriate to the role as directed by the management team.

About us

Carlton Group Practice is a large and friendly GP practice located close to the centre of Burton upon Trent, caring for over 17,000 patients across two sites, Carlton Street Surgery and King Street Surgery.

Our clinical team includes 6 GP Partners, salaried GPs, clinical pharmacists, a paramedic, pharmacy technicians, practice nurses, health‑care assistants and care coordinators. An experienced and dedicated management and administrative team support this multidisciplinary team, all working together to provide high‑quality, patient‑centred care.

Qualifications

• Good standard of education (GCSE English and Maths)

Experience

• Excellent communication skills (written, oral and presenting)
• Ability to prioritise own workload
• General office / administration experience
• Ability to work as part of a team
• Ability to follow protocol
• Experience of SystmOne and other Windows/Web based software

Person Skills

• Polite and confident
• Flexible and cooperative
• Excellent interpersonal skills and diplomatic
• Ability to use initiative, judgement and common sense
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Confident, assertive and resilient

Other

• Flexibility to working hours as required
• An understanding, acceptance and adherence to the need for strict confidentiality
• Full driving licence with access to own vehicle (travel may be necessary between practices)

Driver with Access to own Vehicle

• As this role is based across two sites it is essential that the successful candidate has a full driving licence and access to their own vehicle.

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.