Position: Base Receptionist

As the Receptionist, you will be the welcoming face of IC24 at our Out-of-Hours (OOH) base.

This is more than just a front desk role, it’s about creating a positive first impression, ensuring smooth patient flow, and supporting clinicians to deliver exceptional care.

You’ll play a vital part in maintaining patient safety, confidentiality, and comfort while helping us uphold our reputation for excellence.
Main

duties of the job

What You’ll Do
• Greet and register patients professionally and courteously.
• Maintain an accurate, real‑time log of expected patients.
• Direct clinicians to patients based on priority, ensuring timely care.
• Handle patient information with strict confidentiality.
• Liaise with call centres for seamless coordination.
• Respond to enquiries with empathy and professionalism.
• Support clinicians with administrative tasks and problem‑solving.
• Manage filing systems and maintain stock of essential supplies.
• Uphold IC24’s high standards of service and continuously seek improvements.
About us

Who are we?

We are Integrated Care 24 (IC24), the leading not‑for‑profit social enterprise providing innovative and patient‑focused primary care services.

IC24 is committed to improving access to health and social care for our patients and reducing demand on secondary care services.

IC24 provides services to over 6 million patients, including GP‑led out‑of‑hours services, NHS 111, primary care and secondary care support services.
Job responsibilities
• Act as receptionist for IC24 within the department, receiving patients into the OOH base in a professional and courteous manner.
• Maintain a contemporaneous log of expected patients.
• Direct clinicians to ensure patients are seen in priority order.
• Ensure accurate patient information is recorded.
• Operate effectively within the framework of the IC24 operational policies, procedures and ethos.
• Deal with all patient information on a strictly confidential basis, ensuring that such information is not disclosed to third parties.
• Liaise with the Call Centres to ensure efficient operation.
• Ensure that patient care is of the utmost concern in all actions performed.
• Answer and manage all enquiries in a professional manner.
• Communicate with doctors and assist with problems where appropriate.
• Undertake filing duties.
• Maintain the supply of stationery and medical equipment at all Primary Care Centres.
• Assure the provision of service to a high professional standard.
• Maintain and continuously improve the quality service to our patients.
• Perform any other relevant duties that may be dictated by the changing needs of the service.
Person specification Knowledge, Skills & Abilities
• Excellent interpersonal skills.

• Ability to handle patients (both on the telephone and in person) who may be angry or distressed.

• Excellent telephone skills.

• Ability to record data accurately both electronically and in paper format.

General
• Flexible approach to working hours.

• Ability to exercise tact and discretion and deal with confidential information.

• Ability to physically undertake required duties with the use of manual handling equipment where appropriate.

• Ability to work as part of a team.

• Ability to work as a lone worker when required.

Experience
• Previous experience of customer services.

Qualifications
• Good level of English and IT skills.

• Willingness to undertake basic clinical skills training.

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.
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