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 description

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

Essential

• 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

Desirable

• Experience using NHS E Referral Service
• Experience supporting meetings and minute taking
• Experience supporting senior managers or executives

Personal Skills or Attributes

Essential

• 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

Desirable

• Experience working with a wide range of stakeholders
• Interest in progressing within healthcare administration and business support functions

Job description Job responsibilities Job SummaryThe Head Office Receptionist is responsible for providing a professional and efficient reception and administrative service to ELM AllianceThe 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 serviceThe 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 organisationResponsibilities include patient administration appointment booking NHS E Referral Service administration support for community sexual health services document management meeting administration and general office supportThe post holder will be organised adaptable and able to manage a varied workload whilst maintaining high levels of confidentiality and professionalismReception and Telephone DutiesAct as the first point of contact for patients visitors member practices and stakeholdersAnswer incoming telephone calls promptly and professionallyRespond to routine enquiries and direct calls appropriatelyTake accurate messages and ensure these are communicated in a timely mannerWelcome visitors to Head Office and provide assistance as requiredMaintain a professional and customer focused serviceManage Head Office email inboxes as requiredPatient AdministrationBook amend and cancel patient appointments using designated clinical systemsProcess referrals and appointment requests in accordance with organisational proceduresSupport the administration of NHS E Referral Service pathwaysContact patients regarding appointments and service updates as requiredMaintain accurate patient records and administrative documentationEscalate patient concerns or issues appropriatelyMaintain confidentiality and sensitivity when dealing with patients and related informationSupport clinic administration and reporting requirementsExecutive and Business SupportProvide administrative support to the Executive Leadership TeamArrange meetings and appointments as requiredPrepare meeting packs and supporting documentationTake and distribute meeting minutes and action logsAssist with diary management and coordinationSupport organisational events training sessions and staff meetingsGeneral AdministrationScan photocopy and distribute documentsMaintain electronic and paper filing systemsSort and distribute incoming and outgoing postMaintain records databases and spreadsheetsMonitor stock levelsAssist with audits and information gathering exercisesUndertake other administrative duties appropriate to the roleCommunication and RelationshipsCommunicate professionally with patients colleagues and stakeholdersPromote a positive image of ELM Alliance at all timesDevelop effective working relationships with member practices NHS organisations and external partnersWork collaboratively with colleagues across all departmentsGeneralThe post holder will develop a culture that promotes equality and values diversityEnsure the principles of openness transparency and candour are observed and upheld in all working practicesThe 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 proceduresConfidentialityAll 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 intendedThe disclosure and use of confidential patient information needs to be both lawful and ethicalInformation GovernanceAll 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 effectivelyStaff 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 GuidelinesHealth and SafetyAll staff have a duty to ensure the health and safety of themselves and others whilst at workSafe working practices and health and safety precautions are a legal requirementAll 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 GuidelinesRisk ManagementYou 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 servicesInfection ControlAll staff have a duty to comply with all ELM Alliance Ltd policies and guidelines in relation to Infection Prevention and ControlYou have a duty to ensure that you minimise the risk of infection and infectious diseasesThis 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 practiceEquality and Human RightsELM 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 statusPerson SpecificationEducation Training and QualificationsEssentialGeneral good standard of education with GCSE Grade C or Grade four or above in English and MathematicsDesirableNVQ Level two or above in Business Administration or equivalent qualificationCustomer service qualificationEvidence of continuing professional developmentKnowledge Skills and ExperienceEssentialPrevious experience in a reception or administrative roleExperience using SystmOneExperience working within a healthcare NHS or Primary Care settingExperience answering and managing telephone enquiriesCompetent in the use of Microsoft Outlook Word and ExcelExcellent organisational and time management skillsAbility to prioritise workload and manage competing demandsExperience maintaining confidential informationStrong attention to detailExcellent verbal and written communication skillsExperience working as part of a teamDesirableExperience using NHS E Referral ServiceExperience supporting meetings and minute takingExperience supporting senior managers or executivesPersonal Skills or AttributesEssentialFriendly professional and approachable mannerExcellent customer service skillsAbility to remain calm and professional under pressureFlexible and adaptable approachPositive attitude and willingness to learnAbility to work independently and as part of a teamReliable and trustworthyCommitment to confidentiality and information governanceHigh standard of accuracy and attention to detailDesirableExperience working with a wide range of stakeholdersInterest in progressing within healthcare administration and business support functions

Person Specification

Experience

Essential

• 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

Desirable

• Experience using NHS E-Referral Service
• Experience supporting meetings and minute taking
• Experience supporting senior managers or executives

Personal Skills or Attributes

Essential

• 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.

Desirable

• Experience working with a wide range of stakeholders
• Interest in progressing within Healthcare Administration and Business Support Functions

Qualifications

Essential

• General good standard of education, GCSE Grade C/4 or above in English and Mathematics.

Desirable

• NVQ Level 2 or above in Business Administration or equivalent qualification.
• Customer service qualification.
• Evidence of continuing professional development.

Person Specification Experience Essential 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 Desirable Experience using NHS E-Referral Service Experience supporting meetings and minute taking Experience supporting senior managers or executives Personal Skills or Attributes Essential 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. Desirable Experience working with a wide range of stakeholders Interest in progressing within Healthcare Administration and Business Support Functions Qualifications Essential General good standard of education, GCSE Grade C/4 or above in English and Mathematics. Desirable NVQ Level 2 or above in Business Administration or equivalent qualification. Customer service qualification. Evidence of continuing professional development.

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.

Employer details

Employer name

ELM Alliance LTD

Address

Hirsel Medical Centre

5 Trinity Mews

North Ormesby

Middlesbrough

Cleveland

TS3 6AL

United Kingdom

Employer's website

https://www.elmalliance.co.uk/ (Opens in a new tab)

Employer details

Employer name

ELM Alliance LTD

Address

Hirsel Medical Centre

5 Trinity Mews

North Ormesby

Middlesbrough

Cleveland

TS3 6AL

United Kingdom

Employer's website

https://www.elmalliance.co.uk/ (Opens in a new tab)