Head Office Receptionist

Job summary

The Head Office Receptionist is responsible for providing a professional and efficient reception and administrative service to ELM Alliance.

The post holder will act as the first point of contact for patients, member practices, stakeholders and visitors, managing telephone enquiries and providing a welcoming and professional service.

The role will support the Executive Leadership Team and wider head office team with a range of administrative duties, ensuring the smooth day to day operation of the organisation.

Responsibilities include patient administration, appointment booking, NHS E-Referral Service Administration, Support for community sexual health services, document management, meeting administration and general office support.

The post holder will be organised, adaptable, and able to manage a varied workload whilst maintaining high levels of confidentiality and professionalism.

Main duties of the job

Act as the first point of contact for patients visitors member practices and stakeholders

Answer incoming telephone calls promptly professionally and courteously

Respond to routine enquiries and direct calls to the appropriate person or team

Take accurate messages and ensure these are communicated to the relevant person in a timely manner

Welcome visitors to Head Office and provide assistance as required

Maintain a professional customer focused and welcoming service at all times

Manage Head Office email inboxes as required and respond to or redirect enquiries appropriately

About us

ELM Alliance Ltd was formed by the GP Practices in 2017 and has approximately 250 people working for us and with us. We deliver NHS services to the patients of Redcar, Cleveland and Middlesbrough and are wholly owned by the local GP Practices. Our services include primary care general practice, services to care homes and community services such as dermatology. The landscape is changing; both the way we interact with patients and the local structures. It is an exciting and dynamic time to work with General Practice, other NHS providers and the voluntary sectors.

Details

• Date posted: 08 October 2026
• Pay scheme: Other
• Salary: £12.92 an hour
• Contract: Permanent
• Working pattern: Full-time
• Reference number: B0258-26-0031
• Job locations: Hirsel Medical Centre, 5 Trinity Mews, North Ormesby, Middlesbrough, Cleveland, TS3 6AL, United Kingdom

Job responsibilities

Job Summary

The Head Office Receptionist is responsible for providing a professional and efficient reception and administrative service to ELM Alliance

The post holder will act as the first point of contact for patients member practices stakeholders and visitors managing telephone enquiries and providing a welcoming and professional service

The role will support the Executive Leadership Team and wider head office team with a range of administrative duties ensuring the smooth day to day operation of the organisation

Responsibilities include patient administration appointment booking NHS E Referral Service administration support for community sexual health services document management meeting administration and general office support

The post holder will be organised adaptable and able to manage a varied workload whilst maintaining high levels of confidentiality and professionalism

Reception and Telephone Duties

• Act as the first point of contact for patients visitors member practices and stakeholders
• Answer incoming telephone calls promptly and professionally
• Respond to routine enquiries and direct calls appropriately
• Take accurate messages and ensure these are communicated in a timely manner
• Welcome visitors to Head Office and provide assistance as required
• Maintain a professional and customer focused service
• Manage Head Office email inboxes as required
• Patient Administration
• Book amend and cancel patient appointments using designated clinical systems
• Process referrals and appointment requests in accordance with organisational procedures
• Support the administration of NHS E Referral Service pathways
• Contact patients regarding appointments and service updates as required
• Maintain accurate patient records and administrative documentation
• Escalate patient concerns or issues appropriately
• Maintain confidentiality and sensitivity when dealing with patients and related information
• Support clinic administration and reporting requirements
• Executive and Business Support
• Provide administrative support to the Executive Leadership Team
• Arrange meetings and appointments as required
• Prepare meeting packs and supporting documentation
• Take and distribute meeting minutes and action logs
• Assist with diary management and coordination
• Support organisational events training sessions and staff meetings

General Administration

• Scan photocopy and distribute documents
• Maintain electronic and paper filing systems
• Sort and distribute incoming and outgoing post
• Maintain records databases and spreadsheets
• Monitor stock levels
• Assist with audits and information gathering exercises
• Undertake other administrative duties appropriate to the role
• Communication and Relationships
• Communicate professionally with patients colleagues and stakeholders
• Promote a positive image of ELM Alliance at all times
• Develop effective working relationships with member practices NHS organisations and external partners
• Work collaboratively with colleagues across all departments

General

The post holder will develop a culture that promotes equality and values diversity

Ensure the principles of openness transparency and candour are observed and upheld in all working practices

The post holder will have or acquire through training provided by the organisation the appropriate level of safeguarding knowledge skills and practice required for the post and be aware of and comply with the organisations safeguarding protection policies and procedures

Confidentiality

All staff and contractors working for ELM Alliance Ltd have both a common law duty and a statutory duty of confidentiality to protect patient and personally identifiable information and only use it for the purposes for which it was intended

The disclosure and use of confidential patient information needs to be both lawful and ethical

Information Governance

All staff must keep up to date with the requirements of information governance and must follow ELM Alliance Ltd policies and procedures to ensure that ELM Alliance Ltd information is dealt with legally securely efficiently and effectively

Staff must appropriately manage the records they create or hold during the course of their employment with ELM Alliance Ltd making the records available for sharing in accordance with confidentiality policies procedures and guidelines including Freedom of Information Act two thousand and Caldicott Guidelines

Health and Safety

All staff have a duty to ensure the health and safety of themselves and others whilst at work

Safe working practices and health and safety precautions are a legal requirement

All accidents must be reported to your manager and in line with the general philosophy of ELM Alliance Ltd you must participate in accident prevention by reporting hazards and following relevant policies and procedures including Moving and Handling Guidelines

Risk Management

You are required to contribute to the control of risk and use the incident reporting system to alert ELM Alliance Ltd of incidents or near misses that may compromise the quality of services

Infection Control

All staff have a duty to comply with all ELM Alliance Ltd policies and guidelines in relation to Infection Prevention and Control

You have a duty to ensure that you minimise the risk of infection and infectious diseases

This responsibility includes minimising the risk by highlighting any concerns you may have to the appropriate person as identified in the policies and guidelines and challenging inappropriate infection control and hygiene practice

Equality and Human Rights

ELM Alliance Ltd will ensure that job applicants and prospective and current employees are treated solely on the basis of their merits abilities and potential without any unjustified discrimination on grounds of age gender gender reassignment sexual orientation disability family circumstances race colour nationality ethnic origin religion or belief trade union activity and social and economic status

Person Specification

Education Training and Qualifications

Essential

• General good standard of education with GCSE Grade C or Grade four or above in English and Mathematics

Desirable

• NVQ Level two or above in Business Administration or equivalent qualification
• Customer service qualification
• Evidence of continuing professional development
• Knowledge Skills and Experience
• Previous experience in a reception or administrative role
• Experience using SystmOne
• Experience working within a healthcare NHS or Primary Care setting
• Experience answering and managing telephone enquiries
• Competent in the use of Microsoft Outlook Word and Excel
• Excellent organisational and time management skills
• Ability to prioritise workload and manage competing demands
• Experience maintaining confidential information
• Strong attention to detail
• Excellent verbal and written communication skills
• Experience working as part of a team
• Experience using NHS E Referral Service
• Experience supporting meetings and minute taking
• Experience supporting senior managers or executives

Personal Skills or Attributes

• Friendly professional and approachable manner
• Excellent customer service skills
• Ability to remain calm and professional under pressure
• Flexible and adaptable approach
• Positive attitude and willingness to learn
• Ability to work independently and as part of a team
• Reliable and trustworthy
• Commitment to confidentiality and information governance
• High standard of accuracy and attention to detail
• Experience working with a wide range of stakeholders
• Interest in progressing within healthcare administration and business support functions