We are recruiting for a Receptionist/Care Navigator on a temporary 3 to 6 month contract, with the potential for a permanent position for the right candidate. Hours between 25 and up to 37.5 hours per week will be considered.
GP Receptionist/Care Navigator plays a vital role in the smooth running of a medical practice. They are the first point of contact for patients whether in person, on the phone, or via digital communication and ensure that patients receive a friendly, efficient, and professional service. This role combines administrative duties with patient support, requiring excellent communication skills, empathy, and attention to detail.
Main duties of the job
Greet patients and visitors in a courteous and professional manner.
Answer telephone calls, respond to patient enquiries, and direct calls appropriately.
Book, reschedule, and cancel appointments using the practices clinical system.
Register new patients and update existing patient records.
Administrative Duties
Handle incoming and outgoing correspondence (emails, letters, test results).
Process prescriptions and repeat medication requests.
Manage waiting lists, referrals, and follow-up appointments.
Maintain confidentiality and adhere to data protection policies (GDPR).
Support to Clinical Staff
Liaise with doctors, nurses, and other healthcare professionals to ensure smooth workflow.
Prepare patient notes, files, and documents for consultations.
Assist in coordinating clinics, home visits, and specialist appointments.
Systems & Record Keeping
Use clinical software (EMIS) to record and update patient information.
Ensure accurate data entry and coding.
Handle payments and maintain records for private services or non-NHS work
About us
We are a friendly GP practice in Leek, with 4 GP Partners, a nursing team including Nurse Practitioners, Practice Nurses and Health Care Support Workers, and a Business and Administration team.
Job responsibilities
Job Summary
To provide a point of contact for patients and to act as a focal point of communication between patients, doctors and other medical and clerical staff.
Main Responsibilities
* Receive visitors/patients to the practice in a friendly and professional manner at all times
* Receive and book requests for appointments from patients via the online triage system, telephone and face-to-face, into the most appropriate clinic/slot following agreed policies (and using own initiative from time-to-time)
* Receive and direct patients efficiently so that they can access the appropriate service or healthcare professional without difficulty
* Ensure communication to and from patients, other members of the primary health care team and external agencies is processed accurately and within the necessary timescales
* Ensure confidentiality of patient information at all times
* Explain practice procedures as required to help to resolve any hostility that may occur from patients misunderstanding of services
* Update daily GP rota board and unset/set emergency line at start and end of the day
* Direct patients to register with the surgery online
* Register patients in accordance with practice procedures
* Update patient demographic information when changes are identified
* Process emails sent to the practice generic email address
* Request repeat prescriptions in accordance with the repeat prescribing policy
* Promote online access for book of appointments, requesting repeat prescriptions and access to test results
* Ensure the reception and waiting area are kept neat and tidy
* Setting good examples of and ensuring: time keeping and attendance, appearance, attitude, customer service skills
* Completing work in a timely manner whilst adhering to all practice policies and procedures to reduce risk to yourself, colleagues and patients
* Close the practice premises in accordance with practice security protocols when required
* Act as chaperone during consultations and provide non-medical assistance to simple procedures requested by the clinician.
Reception Desk
* Receive samples from patients, adhering to the infection control procedures and ensuring they are labelled with appropriate information and passed to a member of clinical team
* Ensure that information that cannot be dealt with on front desk is passed to the most appropriate person
* Ensure that stock of patient questionnaires/patient leaflets are sustained
Administration
* Complete office administration in a timely manner, including but not limited to EMIS tasks, Docman, registrations, emails, online access requests etc.
* Offer general assistance to the management team, practice team, patients and visitors to the practice, either in person or over the telephone
* Communicate with patients via telephone, confidential email and AccuRx text messaging service
* Support QOF/QIF and enhanced services targets as directed by the Reception Manager or Business Manager
* Maintain awareness of target patient groups (i.e GSF, ILCT, Admissions Avoidance)
* Ensure own statutory and mandatory training is up to date on an ongoing basis
Person Specification
Skills
* Basic IT skills
* Good interpersonal communication skills
* Good time management
* Empathy & compassion
* Team player attitude
* Knowledge of clinical IT systems (EMIS)
Experience
* Experience of working in a GP practice
Qualifications
* GCSE (or equivalent) in English and Maths
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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