Lydden Surgery has a vacancy for a Medical Receptionist / Care Navigator / Administrator to work approximately 21.5 hours per week across three days. The role involves all aspects of practice reception including care navigation and administrative duties. The candidate must have excellent customer service skills, understand confidentiality and have the ability to confidently follow policies and care pathways in order to achieve positive outcomes for patients. You may be required to work additional hours to cover annual leave and sick leave. Lydden is a kind and supportive working environment which enables all team members to thrive.
Overview
JOB SUMMARY: This is a dynamic role which requires a highly motivated person. It involves all aspects of practice reception including care navigation and administrative duties, working in an evolving role within a fast paced environment. The candidate must like a challenge and needs to contribute to our evolving team. The role will involve some Care Navigation (full training will be offered), have excellent customer service skills, understand confidentiality and have the ability to confidently follow policies and care pathways in order to achieve positive outcomes for patients. The ideal candidate will be a strong team player. They will provide a point of contact for all patients and act as a focal point of communication between patients, doctors and other medical staff. To navigate patients following agreed pathways to the most appropriate service or clinician. To provide an excellent administrative and clerical support service to all members of the practice team.
About us
Lydden Surgery is an established practice which moved from River to our current purpose built premises in the picturesque village of Lydden in October 2011. We are a rural dispensing practice. Our diverse practice team comprises: General Practitioners both Male and Female, Practice Nurses, two Health Care Assistants, Dispensers, Medical Secretaries, Administrators and Receptionists. As a team we offer the following services: Routine bookable appointments with the clinician of your choice, Same day bookable appointments, Home visits for housebound patients who cannot attend the practice, A range of nursing clinics and services such as chronic disease management, blood tests, ECGs, dressings, blood pressure testing, warfarin clinics, hypertension clinics and NHS health checks. The practice participates in the PCN patient participation group. We have dispensing services, online appointment booking and electronic transfer of prescriptions. Since June 2023 we have implemented Patient Triage all requests for clinical assistance are triaged by the GP led triage team. There is plenty of free parking on site.
Job details
Date posted: 10 September 2025
Pay scheme: Other
Salary: £12.21 an hour
Contract: Permanent
Working pattern: Part-time
Location: 144 Canterbury Road, Lydden, Dover, Kent, CT15 7ET
Employer: Lydden Surgery
Employer website: http://www.lyddensurgery.co.uk/
Disclosure and Barring Service Check: This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a submission for Disclosure to the DBS will be necessary.
Job responsibilities
* Completion of patient triages for those patients who cannot complete online themselves
* Care navigation working within Doctor determined guidelines
* Open premises at start of day and follow reception procedures; report any unusual occurrences to the Practice Manager
* Close premises at end of day, following reception procedures and ensuring security
* Answer the telephone within six rings, maintaining confidentiality
* Receive and process telephone enquiries
* Receive and record requests for home visits and messages for district nurses, health visitors and midwives
* Navigate patients using approved triage templates and pathways to the most appropriate service or clinician
* Book patient appointments and log requests for phone calls from doctors
* Receive and route patients on arrival; file and extract patient records as necessary
* Receive Lloyd George Wallets containing prior medical records for new patients and file
* Assist in other departments when there is a staff shortage
* Register new patients and inform them of services provided
* Locate and distribute medical records for change of address, insurance, etc
* Deduct patients and return their medical records for patients leaving the practice
* Keep waiting rooms tidy and safe for patients and children
* Ensure reception area is tidy and ready for use by colleagues; communicate unresolved or urgent matters during handover
* Attend appropriate training courses as required
* Monitor stationery and inform when stocks are low
* Maintain confidentiality of documents and practice information
* Handle post and deliveries and notify relevant person in a timely manner
* Ensure adequate stocks of new patient registration packs
* Keep patient contact details up to date where possible
* Deliver practice post to the post office in a timely manner
* ADMIN – Scan correspondence; organise clinics and send out invites; maintain registers and recall systems (e.g., HPV vaccination/child immunisations)
* Perform clerical tasks as reasonably requested
Special requirements of the post
* Ability to self-motivate, organise and prioritise own workload
* Understanding and adherence to strict confidentiality
* Basic computer skills; willingness to learn new software (clinical and non-clinical)
* Sound judgement, resourcefulness, initiative and common sense
* Excellent communication skills; polite, professional manner with patients
* Understanding of clear desk policies
Experience
* Essential: ability to communicate verbally and in writing; ability to organise, multitask and manage time; punctual; ability to use judgement within defined guidelines; willing and shows initiative; ability to work as part of a team; empathy; neat appearance; confident communication
* Desirable: NHS complaints training; Chaperone; Information Governance; conflict resolution; good understanding of CQC
Qualifications
* Essential: experience in a reception role; clerical experience; knowledge of modern office procedures; confident IT skills including Email, Word, Excel, Clinical Systems; good confidentiality
* Desirable: NVQ Admin; NVQ Customer Service; general practice experience; EMIS; AccuRX; Docman; active signposting training
Benefits and other details
Social and professional environment described as friendly and supportive. Flexible hours, with possibility to cover annual leave and sick leave as needed.
#J-18808-Ljbffr