We are looking for a friendly, organised and compassionate Receptionist/Care Navigator to join the team at South Street Surgery. This is a busy and rewarding frontline role where you will be the first point of contact for patients, providing excellent customer service both face to face and over the telephone.
The successful candidate will support patients in accessing the most appropriate healthcare service or clinician, undertake a variety of reception and administrative duties, and work closely with the wider practice team to help ensure the smooth day-to-day running of the surgery.
We are looking for someone with excellent communication skills, a caring and professional manner, good IT skills and the ability to work calmly in a fast-paced environment. Previous reception or healthcare experience would be beneficial.
Main Duties of the Role
The Receptionist/Care Navigator will be responsible for providing a professional and efficient reception and administrative service to patients and the wider practice team at South Street Surgery. Reporting to the Practice Manager and working closely with clinicians and colleagues, the successful candidate will act as the first point of contact for patients both face to face and over the telephone.
Main duties will include booking and managing appointments, handling patient enquiries, signposting patients to the most appropriate clinician or service, processing prescription requests, scanning and filing documents, updating patient records and undertaking general administrative tasks to support the smooth running of the practice.
The role requires excellent communication and customer service skills, the ability to work calmly in a busy environment, and a professional and compassionate approach when dealing with patients and colleagues. Full training and ongoing support will be provided, including training in care navigation, practice systems and relevant practice procedures.
Job Description
Receptionist / Care Navigator
South Street Surgery
Job Title
Receptionist / Care Navigator
Responsible To
Practice Manager
Job Purpose
To provide a professional, efficient and friendly reception and administrative service to patients, doctors, nursing staff and the wider practice team. The Receptionist/Care Navigator will act as the first point of contact for patients, helping them access the most appropriate healthcare professional or service in a timely manner whilst ensuring confidentiality and excellent customer care at all times.
Main Duties and Responsibilities
Reception Duties
- Welcome patients and visitors to the surgery in a courteous and professional manner.
- Deal with patient enquiries both face to face and via telephone.
- Book, amend and cancel appointments in accordance with practice protocols.
- Signpost patients to the most appropriate clinician, healthcare professional or external service.
- Manage requests for home visits and relay information appropriately.
- Process patient arrivals and maintain accurate appointment records.
- Receive and accurately record messages for clinicians and other members of the practice team.
- Handle difficult or sensitive situations calmly and professionally.
Care Navigation
- Support patients in accessing the right service at the right time.
- Use agreed care navigation protocols to direct patients appropriately.
- Promote and encourage the use of online services where suitable.
- Provide information regarding practice services and local healthcare services.
Administrative Duties
- Process incoming and outgoing correspondence.
- Scan and file documents accurately within the clinical system.
- Process prescription requests in line with practice procedures.
- Maintain accurate patient records and update demographic details when required.
- Support clinicians and managers with general administrative tasks.
- Action tasks and workflow items within agreed timescales.
Communication
- Communicate effectively with patients, carers, colleagues and external agencies.
- Work collaboratively as part of the wider practice team.
- Maintain confidentiality at all times in accordance with GDPR, practice policy and NHS guidance.
IT and Systems
- Use practice computer systems efficiently and accurately.
- Undertake data entry and administrative processing as required.
- Report any IT or system issues appropriately.
Health & Safety
- Follow practice health and safety procedures at all times.
- Assist in maintaining a safe environment for patients, staff and visitors.
- Report accidents, incidents or hazards promptly.
General Responsibilities
- Attend training and team meetings as required.
- Participate in mandatory training updates.
- Maintain a professional appearance and manner.
- Undertake any other reasonable duties appropriate to the role.
Person Specification
Essential Criteria
- Excellent communication and interpersonal skills.
- Good telephone manner and customer service skills.
- Ability to work calmly under pressure in a busy environment.
- Good organisational skills and attention to detail.
- Basic IT skills and ability to learn new systems.
- Ability to work both independently and as part of a team.
- Understanding of confidentiality and data protection.
Desirable Criteria
- Previous reception or customer service experience.
- Experience working within a GP practice or healthcare environment.
- Knowledge of clinical systems such as EMIS Web.
- Experience of appointment management and care navigation.
Working Conditions
- The post holder will be required to work flexibly to meet the needs of the practice.
- The role may involve periods of prolonged computer and telephone use.
- Occasional cover for colleagues during sickness or annual leave may be required.
Equality and Diversity
South Street Surgery is committed to equality of opportunity and welcomes applications from all sections of the community.
Confidentiality
In the course of seeking treatment, patients entrust us with sensitive information relating to their health and other matters. Employees must maintain strict confidentiality at all times in accordance with practice policy, GDPR and NHS regulations.
Disclosure and Barring Service (DBS)
This post may be subject to a DBS check in accordance with current legislation and practice requirements.
Qualification SpecificationsEssential
- Good standard of general education
- Basic IT and keyboard skills
- Ability to communicate effectively both verbally and in writing
- Understanding of confidentiality and data protection requirements
- Ability to work as part of a team and manage workload effectively in a busy environment
Desirable
- NVQ Level 2 or 3 in Business Administration, Customer Service or Health & Social Care
- Previous training in customer service or reception work
- Care Navigation training or experience
- Experience using clinical systems such as EMIS Web
- Additional administrative or healthcare-related qualifications
Experience SpecificationsEssential
- Experience of working in a customer service or reception-based role
- Experience of handling confidential and sensitive information
- Experience of working in a busy environment and managing competing demands
- Experience using computer systems, email and data entry accurately
- Experience of communicating effectively both face to face and over the telephone
Desirable
- Experience of working in a healthcare environment
- Experience of dealing with the public in a professional and compassionate manner
- Experience of working as part of a team
Pay: £13.00-£16.00 per hour
Benefits:
Work Location: In person
