Overview
Job Summary: We have an exciting new opportunity ideally for an individual who has experience working in Primary Care. This role is a key patient facing position on our reception desk helping patients navigate Total Triage and manage their needs by providing a contact to answer queries and manage appointments. The role will be for 20 hours per week, Monday - Friday, 2.00pm - 6.00pm.
About Us
Our practice is run by Heartbeat Primary Care, a Community Interest Company which also supports 16 GP practices across Hambleton and Richmondshire. We are a PMS practice with a list size of around 8,400 patients based in Catterick Garrison, North Yorkshire. Catterick is the British Army's largest Garrison in the world and is set to double in size by 2030 with the expectation that our registered list will also grow proportionately over the next 8 years. A new integrated care campus is currently being built to meet the requirements of this projected population growth and is likely to form the blueprint for similar facilities in communities with a combined defence and civilian population. We have a history of innovative service development to meet the needs of our population, which consists mostly of the families of serving soldiers and second-generation army families who have settled in the area. We are a well-established training practice, providing continued development opportunities to our staff and trainees while working as part of one united PCN which provides important benefits to the individual practices, the wider group and most importantly our patients. We pride ourselves on the ability to ensure that all staff have a good work/life balance which is evident in our stable workforce and how the team work closely with each other on a daily basis.
Details
Date posted: 20 October 2025
Salary: £12.95 an hour
Contract: Permanent
Working pattern: Part-time
Reference number: C0003-25-0011
Job locations: Harewood Medical Practice, 42 Richmond Road, Catterick Garrison, DL9 3JD
Job Responsibilities
* Meet and greet patients politely and professionally on their arrival, assisting them where necessary with the Practice's computerised check in facility.
* Assist patients in submitting both medical and administration requests via the Total Triage system.
* Help people to manage their needs by providing a contact to answer queries, make and manage appointments, and ensure that people have good quality written or verbal information to help them make choices about their care.
* Be able to take payments & maintain records for chargeable work
* Processing patient medication requests
* Make / rearrange appointments at the requests of practice colleagues
* Answer telephone calls from patients and other callers, signposting, taking messages, forwarding queries and making appointments using the Practice's computerised appointments system.
* Sorting any mail both internal and external.
* Scanning and uploading confidential information to patients records
* Process new patient registrations and register temporary patients
* Carry out any other administration tasks as requested that supports the practice and Primary Care Network.
* Ensure that the waiting and reception areas are kept tidy and presentable throughout the day
* Follow Practice rules and procedures where they relate to this post including the building closing down protocol.
* Maintain patient and Practice confidentiality at all times, only releasing confidential information when authorised to do so to those acting in an official capacity.
* Undertake practice work in line with PCN directed priorities
* Proactively identify and work with a cohort of practice patients to support their personalised care requirements
* Support uptake of national screening programmes and immunisation programmes
* Support the practice team in achieving quality and outcome frameworks.
Person Specification
Experience – Essential
* Previous experience in an administrative or coordination role
* Previous customer/patient facing experience
* Ability to handle complex queries and complaints with professionalism
* Strong knowledge of office systems and procedures
Desirable
* Experience of working in Primary Care/GP Practice
* Confident in talking to people on the telephone
* Understanding of safeguarding principles
Qualifications – Essential
* GCSE Grade A-C in English and Maths
Desirable
* Qualification in health or social care
Knowledge and Skills
* Excellent interpersonal and communication skills (oral and written)
* Knowledge of MS Office 365 applications, Outlook, Word, Excel
* Maintains a professional image with a polite and confident manner
* Able to prioritise tasks and manage workload effectively
* Ability to perform under pressure
* Adaptable
* Using own initiative
* Demonstrate team working
* Self-motivated
* Maintains strict confidentiality at all times and handles sensitive information with discretion and professionalism
Other
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.
Employer details
Employer: Heartbeat Primary Care CIC
Address: Harewood Medical Practice, 42 Richmond Road, Catterick Garrison, DL9 3JD
Employer's website: https://www.weareheartbeat.org/
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