Clinical Receptionist / Healthcare Navigator
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Clinical Receptionist / Healthcare Navigator
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Job Summary
We are looking for an enthusiastic, reliable Receptionist / Administrator to join our friendly, supportive, and forward-thinking city-centre practice. This is an excellent opportunity for someone who enjoys working with people and thrives in a busy, patient-focused environment.
Job Summary
We are looking for an enthusiastic, reliable Receptionist / Administrator to join our friendly, supportive, and forward-thinking city-centre practice. This is an excellent opportunity for someone who enjoys working with people and thrives in a busy, patient-focused environment.
The ideal candidate will be confident and compassionate when interacting with patients, possess strong communication skills, and have a solid understanding of IT systems. The role involves a blend of administrative responsibilities and care navigation, helping to ensure patients are directed to the most appropriate service or clinician. If you're a team player with a positive attitude and a desire to contribute to the smooth running of a progressive healthcare setting, we'd love to hear from you.
Main duties of the job
The primary responsibility of the role is to welcome, assist, and direct patients to the appropriate service or healthcare professional in a courteous, efficient, and effective manner. The post-holder will work closely with the medical secretarial team, providing administrative support as needed in that area.
As a key member of a hardworking and supportive team, the successful candidate will also offer general assistance to the wider practice team and help ensure the delivery of a high standard of service. They will be expected to project a friendly and professional image to patients and visitors, both face-to-face and over the phone.
About Us
Mount Pleasant Health Centre is one of the largest training practices in Exeter, serving over 17,000 patients in a purpose-built premises. We are a SystmOne Practice. We pride ourselves on being a friendly and caring place to work, with an open-door policy and daily team meetings where there is no such thing as a stupid question. As a result, the majority of our GP team is made up of doctors who were once trainees at the practice and enjoyed it so much they decided to stay.
Details
Date posted
09 July 2025
Pay scheme
Other
Salary
£12.94 an hour
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
A4524-25-0004
Job locations
Mount Pleasant Health Centre
Mount Pleasant Road
Exeter
EX4 7BW
Job Description
Job responsibilities
Key Duties and Areas of Responsibility
The duties and responsibilities to be undertaken by members of the reception team may include any or all of the items in the following list. This is not an exhausted list, duties may be varied from time to time under the direction of Reception Lead dependent on current and evolving Practice workload and staffing levels.
Triage
Work closely with Triage Doctor to schedule medical appointments based on incoming referrals.
Managing eConsolation and directing or handling queries accordingly.
Liaising with patients with regards to bookings (text & emails).
Returning patients phone calls and deal with queries.
Maintaining and monitoring the practices appointments system.
Administration
Process radiology (imaging referrals, ultrasound requests).
Administration of Out of Area Registrations (queries, further information needed, letter etc.).
Processing prescriptions in accordance with Practice guidelines (general & repeated).
Handling general emails and ensure professional and prompt reply (patients, x-rays, scans etc.).
Filing and retrieving paperwork / patients records.
Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
Filing, photocopying, extracting, and scanning on to medical records.
Completing various forms, including insurance forms and registrations for treatment of patients.
Identifying and sorting medication review appointments or blood tests.
Dealing appropriately with tasks and notifications to and from Doctors, Nurses, PCN team and other health professionals.
New patients registration (including temporary patients) checking forms, printing forms and updating the system.
Follow-up on results from hospital or laboratory.
Manging tasks forwarded by GPs and deal with their queries accordingly.
Administration of urgent notifications on SystmOne.
New-born administration (registration, vaccinations, follow-up, appointment etc.).
Processing deaths and update the system accordingly.
Processing and distributing incoming and outgoing mail.
Helping with medical secretarial duties as and when required (referrals, letters, follow-ups etc).
Phone calls
Processing telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
Taking messages and passing on information accordingly.
Handling referral queries from patients.
Book appointments - complex (example-HGV, Mother & baby, minor operations).
Cancelling appointments and rebooking in accordance with GPs availability.
Giving blood test results to patients based on GPs comments.
Front Desk
Receiving and routing patients for appointments on arrival
Deal with all general patient enquiries, explain procedures and make new and follow-up appointments.
Handing out prescriptions as well as dealing with samples/specimens from patients.
Ensure that visitors have been logged on a visitors book and signed out when they leave the premises.
Receiving deliveries and making sure the recipient is notified.
Other General Responsibilities
Opening up/locking-up of practice premises and maintaining security in accordance with practice protocols.
Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers.
Assist clinicians with chaperone duties following chaperone training completion.
Booking an ambulance as and when required.
IGPR / Reports / Adstra.
Performance of any other reasonable duties requested by the Doctors, Practice Manager or Reception Team Leader.
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 may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice 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 the practice may only be divulged to authorised persons in accordance with the practice 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 The Practice Health & Safety Policy, To Include:
Using personal security systems within the workplace according to practice 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.
Reporting potential risks identified.
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 peoples rights, interpreting them in a way that is consistent with practice 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, non-judgmental.
Personal/Professional Development
The Post-holder Will Participate In Any Training Programme Implemented By The Practice As Part Of This Employment, Such Training To Include:
Completing all mandatory training on eLearning/Bluestream, ensuring that it is always up to date.
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.
Quality
The post-holder will strive to maintain quality within the practice, 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 other professionals / teams to meet patients needs.
Effectively manage own time, workload and resources.
Communication
The post-holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with other team members.
Communicate effectively with patients and carers in a positive friendly manner.
Recognise peoples needs for alternative methods of communication and respond accordingly.
Job Description
Job responsibilities
Key Duties and Areas of Responsibility
The duties and responsibilities to be undertaken by members of the reception team may include any or all of the items in the following list. This is not an exhausted list, duties may be varied from time to time under the direction of Reception Lead dependent on current and evolving Practice workload and staffing levels.
Triage
Work closely with Triage Doctor to schedule medical appointments based on incoming referrals.
Managing eConsolation and directing or handling queries accordingly.
Liaising with patients with regards to bookings (text & emails).
Returning patients phone calls and deal with queries.
Maintaining and monitoring the practices appointments system.
Administration
Process radiology (imaging referrals, ultrasound requests).
Administration of Out of Area Registrations (queries, further information needed, letter etc.).
Processing prescriptions in accordance with Practice guidelines (general & repeated).
Handling general emails and ensure professional and prompt reply (patients, x-rays, scans etc.).
Filing and retrieving paperwork / patients records.
Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
Filing, photocopying, extracting, and scanning on to medical records.
Completing various forms, including insurance forms and registrations for treatment of patients.
Identifying and sorting medication review appointments or blood tests.
Dealing appropriately with tasks and notifications to and from Doctors, Nurses, PCN team and other health professionals.
New patients registration (including temporary patients) checking forms, printing forms and updating the system.
Follow-up on results from hospital or laboratory.
Manging tasks forwarded by GPs and deal with their queries accordingly.
Administration of urgent notifications on SystmOne.
New-born administration (registration, vaccinations, follow-up, appointment etc.).
Processing deaths and update the system accordingly.
Processing and distributing incoming and outgoing mail.
Helping with medical secretarial duties as and when required (referrals, letters, follow-ups etc).
Phone calls
Processing telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
Taking messages and passing on information accordingly.
Handling referral queries from patients.
Book appointments - complex (example-HGV, Mother & baby, minor operations).
Cancelling appointments and rebooking in accordance with GPs availability.
Giving blood test results to patients based on GPs comments.
Front Desk
Receiving and routing patients for appointments on arrival
Deal with all general patient enquiries, explain procedures and make new and follow-up appointments.
Handing out prescriptions as well as dealing with samples/specimens from patients.
Ensure that visitors have been logged on a visitors book and signed out when they leave the premises.
Receiving deliveries and making sure the recipient is notified.
The Post-holder Will Participate In Any Training Programme Implemented By The Practice As Part Of This Employment, Such Training To Include:
Completing all mandatory training on eLearning/Bluestream, ensuring that it is always up to date.
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.
Quality
The post-holder will strive to maintain quality within the practice, 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 other professionals / teams to meet patients needs.
Effectively manage own time, workload and resources.
Communication
The post-holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with other team members.
Communicate effectively with patients and carers in a positive friendly manner.
Recognise peoples needs for alternative methods of communication and respond accordingly.
Person Specification
Experience
Desirable
* Experience working in a GP practice is desirable but not essential as training will be provided.
* Experience working on SystmOne desired or related clinical systems.
* Good understanding of NHS terminology.
Qualifications
Essential
* GCSE grade A to C in English and Maths or equivalent.
* Proficient in the use of computers and common office software.
Desirable
* NVQ Level 2 Customer Service or equivalent.
* Medical Terminology Certificate.
* Knowledge of SystmOne or similar clinical systems.
Personal characteristics
Essential
* Excellent organisational and interpersonal skills.
* Strong communication skills, both written and verbal, with the ability to communicate effectively with a wide range of stakeholders.
* A keen attention to detail and the ability to work accurately and efficiently.
* Able to remain calm when under pressure.
* Always be professional and polite to patients.
* Willingness to learn new skills.
* To support and adapt to the changing environment.
* Ability to work independently as well as part of a team.
Person Specification
Essential
* Excellent organisational and interpersonal skills.
* Strong communication skills, both written and verbal, with the ability to communicate effectively with a wide range of stakeholders.
* A keen attention to detail and the ability to work accurately and efficiently.
* Able to remain calm when under pressure.
* Always be professional and polite to patients.
* Willingness to learn new skills.
* To support and adapt to the changing environment.
* Ability to work independently as well as part of a team.
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.
Employer details
Employer name
Mount Pleasant Health Centre
Address
Mount Pleasant Health Centre
Mount Pleasant Road
Exeter
EX4 7BW
Employer's website
https://https://www.mountpleasanthealthcentre.co.uk/ (Opens in a new tab)
Employer details
Employer name
Mount Pleasant Health Centre
Address
Mount Pleasant Health Centre
Mount Pleasant Road
Exeter
EX4 7BW
Employer's website
https://https://www.mountpleasanthealthcentre.co.uk/ (Opens in a new tab)
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Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Administrative
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