About us We are a 2 partner GP practice based in Penrith, serving over 11,300 patients, rated CQC Outstanding and we are also a training practice. This role is based within our Practice Support Team (PST) consisting of: Care Navigators, Record Administrators, GP Assistant, Clinical Administration/Medical Secretary and a Meds team. Main duties of the job To answer phones to incoming calls in a timely, polite, and patient focused manner To take telephone calls from patients and accurately make/cancel appointments and record all essential information on EMIS. On receipt of patient call, search computerised patient records, checking patient details and patient confidentiality. Identify callers requiring an immediate emergency response and escalate the calls to clinical team as per protocol. To direct patients over the phone to the appropriate professionals or services through signposting or direct to the care navigator Deal with patients enquiries in relation to results, and book appointments when required Cover the reception front desk as required Maintaining confidentiality at all times with particular reference to patient confidentiality and Data Protection Act Advise the Team Leader of any problems and take appropriate action as directed Understand that barriers to communication may include anxious patients, cultural differences, language or other communication difficulties Participate in team meetings and staff training, which may fall outside of normal working hours (Time will be paid for attendance at normal hourly rate) Work collaboratively with colleagues both internal and external to the practice. Ensure collaborative working within the practice and the locality to share good practice and make best use of skills and knowledge Help support locality/PCN initiatives at practice level Person Specification Experience Essential Experienced and competent in the use of Word, Excel, PowerPoint, Outlook Microsoft Office systems Desirable Experience in a GP practice or other healthcare setting Qualifications Essential Grade 4 in Maths and English at GCSE or equivalent qualification Desirable NVQ Level 2 or equivalent in customer care or administration or reliable and proven work experience in a relevant role