Job Title: GP Surgery Receptionist / Care Navigator Location: Dagenham Reports to: Reception Manager / Practice Manager Job Purpose The GP Surgery Receptionist / Care Navigator is the first point of contact for patients and visitors, providing a professional, efficient, and friendly service. The role combines reception duties with care navigation, helping patients access the most appropriate care and services in a timely manner. The post-holder will contribute to the smooth running of the practice by managing patient enquiries, supporting clinicians, and ensuring excellent communication across the practice team. Key Responsibilities Reception Duties: Welcome patients and visitors in a professional and caring manner.
Manage telephone calls, emails, and face-to-face enquiries promptly and efficiently. Book, amend, and cancel patient appointments using the clinical system. Process repeat prescription requests in line with practice protocols. Maintain patient confidentiality and follow data protection procedures at all times.
Handle incoming and outgoing correspondence, including scanning and filing documents. Care Navigation: Assess patient needs and signpost them to the most appropriate clinician or service (GP, nurse, pharmacist, community service, etc.). Support patients in accessing digital services such as online appointment booking and prescription ordering. Provide information and guidance to patients about available NHS and community resources.
Work closely with clinicians and care coordinators to improve patient access and experience. Administrative Support: Assist in maintaining accurate and up-to-date patient records. Support clinical staff with administrative tasks to ensure efficient workflow. Participate in practice meetings and contribute to service improvement initiatives.
Uphold health and safety standards within the reception area. Person Specification Essential: Excellent communication and interpersonal skills. Ability to remain calm and professional under pressure. Strong organisational and multitasking abilities.
Competent IT skills with experience using office software and clinical systems (training provided). A caring, patient-focused approach with a commitment to confidentiality. Desirable: Previous experience in a healthcare or customer service environment. Knowledge of NHS services and care pathways.
Ability to work effectively as part of a team and independently. Emis WEB trained