As part of Suffolk Primary Care, which is a group of 7 GP practices across Suffolk, we are seeking to recruit an enthusiastic and flexible care navigator, with strong customer service skills, for Derby Road in Ipswich who look after over 19,500 patients.
Derby Road have 2 sites, based in the heart of Ipswich, with close travel links to the beautiful Suffolk countryside and the Suffolk coast.
The vacancy is for between 21 hours a week; however, this may be negotiable for the right candidate. Flexibility is crucial to accommodate training, holidays and occasional sickness.
We have an established team with a strong focus on customer service and communication. We would love to hear from candidates with GP surgery experience although we would also like to hear from those that can show flexibility and a range of transferable skills.
The successful candidate should be able to work calmly and professionally as part of a team. You should have the ability to multi-task. A strong command of written and spoken English with an excellent telephone manner is a must. Good time management skills and the ability to follow protocols and/or instructions and attention to detail is essential.
The interview panel will consist of a minimum of 2 people. Shortlisting will be on 8th April 2026 with interviews on 15th April 2026.
Main duties of the job
To provide comprehensive administrative support for the general practice and to act as focal point for patients and staff.
To receive and assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors either in person or via the telephone.
Facilitate effective communication between patients and members of the healthcare community.
Handle patient complaints in accordance with practice protocols.
To provide an efficient and accurate support to the secretarial team, clinicians & patients.
About us
Suffolk Primary Care (SPC) is a forward-thinking partnership of GP surgeries across Suffolk. Our collaborative approach enables doctors and staff to share resources, ensuring the continued delivery of high-quality healthcare.
We are committed to equal employment opportunities and encourage applications from all qualified individuals.
Benefits of Working with SPC
* Defined benefits scheme
* Life insurance
* Family benefits, including adult dependents & children\'s pensions
* Ill health benefits
Electric Car Salary Sacrifice Scheme:
* Fully comprehensive insurance, servicing, tyres & breakdown cover
* Up to £2,000 annual SPC contribution (subject to conditions)
Flexible Working Arrangements:
GP remote working options to accommodate personal commitments
Additional Benefits:
* Health service discounts, including a complimentary Blue Light Card for new starters
* Minimum 33 days annual leave (inclusive of bank holidays) for full-time employees, with enhancements for long service
* Enhanced maternity & paternity terms
* Salary sacrifice schemes for technology, homewares (Currys, John Lewis, Decathlon), cycling, and gym memberships
At SPC, we invest in our staff\'s professional growth and well-being, fostering a positive work environment that benefits both our team and the communities we serve.
Job responsibilities
Key Responsibilities
To respond to all queries and requests for assistance from patients and visitors at reception ensuring at all times that enquires from patients are efficiently and courteously handled.
To ensure that telephones are at all times answered promptly and politely at all times, accurate messages taken and calls passed to the appropriate person as necessary, supplying information as required in a timely fashion.
To ensure that scanning, filing, record keeping and distribution of documents are undertaken efficiently and promptly.
To ensure that the waiting area and leaflet stands are at all times kept tidy and leaflets are re-stocked or removed as required and to check and put away deliveries of stock as required.
Use the surgery computer system for appointments, patient data, repeat prescriptions and other patient related tasks.
Greet patients and log arrival on the computer/show patients how to use the automated booking in service.
Collect any necessary information from the patient for their consultation, deal with any enquiries and provide any information the patient may need.
To send out recall letters for chronic disease quality marker clinics in line with requirements of the GP Contract.
Record requests for house calls, ensuring accurate details are taken and print off visit summary.
To frank mail and prepare for posting on a daily basis and deal with including incoming mail as required, including date stamping.
To file all correspondence in appropriate files on a daily basis.
To prepare acute/repeat prescriptions for GP signature, ensuring at all times the correct name, address and date of birth of the patient.
To assist with new patient registrations together with inputting their necessary data onto computer and making up new files/amalgamating and process amendments to patient records.
To book interpreters as and when required for patients and advise whether or not request has been completed.
To ensure the prompt return of files on a weekly basis to Business Service Organisation (BSO), ensuring that a printed summary/scanned images are included before returning patient files to BSO. (CCG currently).
To carry out routine daily backups of computer system.
To advise patients of relevant charges for private services, accept payment and issue receipts if necessary.
To photocopy and fax information when required, ensuring photocopying is kept upto date at all times.
To cover duties of absent members of staff as and when required including cover during tea/lunch breaks at reception as and when required.
To send out DNA letters to patients.
To act as chaperone when requested and print off smear forms for the patient/check patient specific directives (PSD).
To attend staff meetings as required and participate fully in annual staff appraisal.
Any other clerical/reception duties as deemed appropriate and requested by senior receptionists or line managers.
To be flexible in the workplace in terms of hours worked as and when the need arises and be prepared to work across sites.
To operate start and end of day procedures in line with practice policy and ensure premises are prepared for staff to receive patients and also secured after use.
To provide an efficient audio/copy typing service for GPs and health professionals as required. This includes the typing of letters, reports, patient referrals and liaising with organisations relating to patient matters in an accurate and quality manner.
Confidentiality
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
In the performance of the duties outlined in this Job Description, the post-holder will have access to confidential information relating to patients and their carers, staff and other healthcare workers. They may also have access to information relating to Suffolk Primary Care as a business organisation. All such information from any source is to be regarded as strictly confidential
Information relating to patients, carers, colleagues, other healthcare workers or the business of Suffolk Primary Care may only be divulged to authorised persons in accordance with Suffolk Primary Care policies and procedures relating to confidentiality and the protection of personal and sensitive data
Health & Safety
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in Suffolk Primary Care\'s Health & Safety Policy, to include:
Using personal security systems within the workplace according to Suffolk Primary Care guidelines
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
Making effective use of training to update knowledge and skills
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognises the importance of people\'s rights, interpreting them in a way that is consistent with Suffolk Primary Care procedures and policies, and current legislation
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development
The post-holder will participate in any training programme implemented by Suffolk Primary Care as part of this employment, such training to include:
Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Monthly training sessions as necessary
Quality
The post-holder will strive to maintain quality within Suffolk Primary Care, and will:
Alert other team members to issues of quality and risk
Assess own performance and take accountability for own actions, either directly or under supervision
Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
Work effectively with individuals in other agencies to meet patients needs
Effectively manage own time, workload and resources
Communication
The post-holder should recognize the importance of effective communication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and carers
Recognise people\'s needs for alternative methods of communication and respond accordingly
Contribution to the Implementation of Services
The post-holder will:
Apply Suffolk Primary Care policies, standards and guidance
Discuss with other members of the team how the policies, standards and guidelines will affect own work
Participate in audit where appropriate
Suffolk Primary Care is an equal opportunities employer and you will be expected to comply with all relevant policies and procedures
Right to work
All applicants must have the legal right to work in the United Kingdom at the time of application and throughout the duration of employment. This includes holding a valid visa or immigration status that permits employment in the UK, if applicable.
Suffolk Primary Care is unable to employ or continue to employ individuals who do not have, or are unable to provide evidence of, their right to work in the UK.
Code of Conduct
All staff are required to work in accordance with the code of conduct for their professional group (e.g. Nursing and Midwifery Council, Health Professions Council, General Medical Council, NHS Code of Conduct for Senior Managers).
Infection control
It is the responsibility of all staff, whether clinical or non-clinical, to familiarise themselves with and adhere to current policy in relation to the prevention of the spread of infection.
Clinical staff, on entering and leaving clinical areas and between contacts with patients, must apply alcohol gel to their hands and also wash their hands frequently with soap and water. Staff are required to communicate any infection risks to the Infection Control lead.
Complaints
From time to time, complaints may occur, no matter how professional the approach of our staff. All complaints are investigated promptly, and the full co-operation of staff is required. The current guidelines amplify the above points with policies and procedures explained.
Clinical Governance and Risk management
Suffolk Primary Care believes everyone has a role to play in improving and contributing to the quality of care provided to our patients. As an employee of the practice you are expected to take a proactive role in supporting Suffolk Primary Care\'s clinical governance agenda by:
Taking part in activities for improving quality such as clinical audit
Identifying and managing risks through incident and near miss reporting and undertaking risk assessments
Following polices, guidelines and procedures
Clinical staff making entries into patient health records are required to follow any Suffolk Primary Care standards of record keeping
Person Specification
Knowledge and experience
* Knowledge or experience of working with standard office equipment eg scanners, copiers, printers, faxes, telephones.
* One years experience in busy customer service or reception environment.
* Experience of working in a team.
* Use of bespoke computer systems.
* Understanding of health and safety policies and procedures.
* Confidence to use own judgement based on resourcefulness and local knowledge in response to patient or staff queries.
* Understanding of local health issues.
* Previous NHS experience
* Experience of clinical systems, including SystmOne
Personal Attributes
* Quick to grasp new points and a pleasant articulate manner.
* Good attendance record in previous employment.
* Flexible in relation to working hours and sites.
* Ability to work as part of an integrated, multi skilled team.
* Approachable and positive.
* Able to maintain strict confidentiality at all times.
* Good punctuality and professional appearance.
* Able to demonstrate compassion and patience.
* Able to work flexibly in a changing environment.
* Willing to learn new skills and develop.
* Sensitivity and awareness of minority group needs.
* Gain satisfaction from helping others.
Ability and Skill
* Basic computer skills including email, spreadsheets, word processing, preferably Microsoft Office.
* Ability to use on-line learning systems confidently.
* Good interpersonal/organisational skills
* Good communications skills, face to face and over the telephone and in writing.
* Ability to deal appropriately with difficult situations and work under pressure, including being able to remain calm when dealing with conflict.
* Logical thinker, able to file accurately.
* Ability to translate information and details accurately, both verbally and in writing.
* Good level of skills in spreadsheets and word processing
Qualifications
* Educated to GCSE level (or equivalent) including Grade C in English & Maths
* EDCL/RSA Typing qualification with the ability to touch type
* ECDL/CLAIT or other IT qualification.
* NVQ level 2 in customer service.
* Medical receptionist diploma
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.
£24,246 to £24,735 a yearPay range is for a full time equivalent
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