Job Description

Southwell Medical Centre are looking to recruit an experienced Care Navigation/Reception Manager to join our friendly, diverse, multi-disciplinary team.
You will be joining an experienced team who are dedicated to ensuring our patients have the best possible experience when visiting the surgery.
The role is key to the success of "front of house" services at the surgery. The post holder has responsibility for day to day management of our reception team; will also provide fundamental reception duties whilst working closely with the practice manager, deputy practice manager, team managers, clinicians, dispensary staff and administrators. The Reception Manager will represent all aspects of reception services at a senior level, supported by by an experienced reception deputy manager.
Main duties of the job
The role provides line management to reception staff whilst also carrying out the fundamental duties of reception. There is an expectation that the successful candidate will be the first point of contact for patient complaints relating to reception services and appointments and will represent the team at senior management meetings.
The role requires a keen sense of duty; excellent organisational, written and oral skills and will also be the line manager to a small group of reception staff; conducting appraisals and performance management meetings alongside the deputy practice manager.
The care navigation/reception manager will be responsible for ensuring all policies and protocols for the department are current and up to date and provide appropriate training to the team.
Additionally, there is an expectation of undertaking searches and audits, maintaining the practice website and providing IT support and problem solving for staff in the building.
About us
Southwell Medical Centre is a well established training Practice and we currently look after a patient population of around 12300 patients.
We have a friendly, diverse team that consists of 4 GP partners, 3 Salaried GPs, 4 ACP, 4 Nurses, 1 HCA's, 2 Nurse Associates, 2 Phlebotomy staff, 4 dispensing staff, 2 clinical pharmacists, 1 FCP, 3 GP Trainees currently, 8 reception staff and a team of 5 currently within our administration/secretarial team. We are also supported by other PCN roles.
Details
Date posted
03 July 2025
Pay scheme
Other
Salary
Depending on experience
Contract
Permanent
Working pattern
Part-time
Reference number
A2894-25-0005
Job locations
The Rope Walk
Southwell
Nottinghamshire
NG25 0AL
Job description
Job responsibilities
The following are the core responsibilities of the Reception-Care Navigation Manager. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
a. Manage, maintain and monitor the practice appointment system
b. Oversee the team to process personal, telephone and e-requests for appointments
c. Ensure that incoming phone calls are answered in a timely manner, with calls transferred or dealt with appropriately
d. Ensure patients are signposted to the correct service
e. Manage the Initiation of contact with and responses to, requests from patients, team members and external agencies
f. Ensure that relevant information is coded appropriately and correctly on SystmOne
g. Oversight and management of the Practice Emails coming into the surgery, ensuring that they are dealt with by the most appropriate person within the required timeframe
h. Oversight of the process of data entry of new and temporary registrations and relevant patient information as required
i. Ensuring members of the team input data into patients healthcare records as necessary
j. Ensure that the appropriate opening and closing procedures are followed
k. Ensuring that requests for prescriptions are dealt with in line with practice policies and procedures.
l. Providing all aspects of direct line management support to all members of your team
m. Ensuring team members direct requests for information, i.e., SAR, insurance letters, solicitors letters and DVLA forms to the administrative team or are dealt with appropriately in line with Practice Policy
n. Ensuring that all queries are managed as necessary in an efficient manner
o. Audit the practice DNA (Did Not Attend) figures and communicate these to our patients online and within the building
p. Calculate the monthly GP figures for usual GP and ensure that new patient registrations are allocated to the appropriate practitioner each month
q. Carry out system searches as requested
r. Maintain the practice Friends and Family information, publishing results online and creating a you said, we did update to communicate with patients about upcoming changes that are made as a result of their feedback. This is to be done in collaboration with the Partners and Practice Manager.
s. Maintain a clean, tidy, effective working area at all times
t. Monitor and maintain the reception area and notice boards
u. Support all clinical staff with general tasks as requested
v. Ensure all members of your team are trained as appropriate in the role and provide up to date protocols for members of the team to use and reflect upon
w. Act as the Practice IT lead, ensuring all IT systems are running appropriately and maintained in line with Practice Policies
x. Updating IT systems each month to ensure all systems such as laptops and computers are appropriately updated as directed by NHIS
y. Manage smartcard replacement requests/issues as they happen and organise for them to be set up/repaired or replaced as necessary
z. Manage additional duties as undertaken by members of your team such as smear recall procedures and carers champion responsibilities
Job description
Job responsibilities
The following are the core responsibilities of the Reception-Care Navigation Manager. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
a. Manage, maintain and monitor the practice appointment system
b. Oversee the team to process personal, telephone and e-requests for appointments
c. Ensure that incoming phone calls are answered in a timely manner, with calls transferred or dealt with appropriately
d. Ensure patients are signposted to the correct service
e. Manage the Initiation of contact with and responses to, requests from patients, team members and external agencies
f. Ensure that relevant information is coded appropriately and correctly on SystmOne
g. Oversight and management of the Practice Emails coming into the surgery, ensuring that they are dealt with by the most appropriate person within the required timeframe
h. Oversight of the process of data entry of new and temporary registrations and relevant patient information as required
i. Ensuring members of the team input data into patients healthcare records as necessary
j. Ensure that the appropriate opening and closing procedures are followed
k. Ensuring that requests for prescriptions are dealt with in line with practice policies and procedures.
l. Providing all aspects of direct line management support to all members of your team
m. Ensuring team members direct requests for information, i.e., SAR, insurance letters, solicitors letters and DVLA forms to the administrative team or are dealt with appropriately in line with Practice Policy
n. Ensuring that all queries are managed as necessary in an efficient manner
o. Audit the practice DNA (Did Not Attend) figures and communicate these to our patients online and within the building
p. Calculate the monthly GP figures for usual GP and ensure that new patient registrations are allocated to the appropriate practitioner each month
q. Carry out system searches as requested
r. Maintain the practice Friends and Family information, publishing results online and creating a you said, we did update to communicate with patients about upcoming changes that are made as a result of their feedback. This is to be done in collaboration with the Partners and Practice Manager.
s. Maintain a clean, tidy, effective working area at all times
t. Monitor and maintain the reception area and notice boards
u. Support all clinical staff with general tasks as requested
v. Ensure all members of your team are trained as appropriate in the role and provide up to date protocols for members of the team to use and reflect upon
w. Act as the Practice IT lead, ensuring all IT systems are running appropriately and maintained in line with Practice Policies
x. Updating IT systems each month to ensure all systems such as laptops and computers are appropriately updated as directed by NHIS
y. Manage smartcard replacement requests/issues as they happen and organise for them to be set up/repaired or replaced as necessary
z. Manage additional duties as undertaken by members of your team such as smear recall procedures and carers champion responsibilities
Person Specification
Qualifications
Essential

• GCSE grade A to C in English and Maths

• Educated to A-level/equivalent or higher, with relevant experience.
• AMSPAR qualification.
• NVQ Level 2 in Health and Social Care.
• Leadership and/or management qualification.

• Polite and confident
• Flexible and cooperative
• Motivated
• Initiative and judgement (knowing when to ask for help)
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Flexibility to work outside of core office hours
• Disclosure Barring Service (DBS) check
• Maintain confidentiality at all times

• Experience of working in general practice
• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting
• Experience of leading/managing a team
• Experience of providing appraisal writing and staff development
• Excellent communication skills (written and oral)
• Strong IT skills (generic)
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

• Experience of using SystmOne clinical system

• GCSE grade A to C in English and Maths

• Educated to A-level/equivalent or higher, with relevant experience.
• AMSPAR qualification.
• NVQ Level 2 in Health and Social Care.
• Leadership and/or management qualification.

• Polite and confident
• Flexible and cooperative
• Motivated
• Initiative and judgement (knowing when to ask for help)
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Flexibility to work outside of core office hours
• Disclosure Barring Service (DBS) check
• Maintain confidentiality at all times

• Experience of working in general practice
• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting
• Experience of leading/managing a team
• Experience of providing appraisal writing and staff development
• Excellent communication skills (written and oral)
• Strong IT skills (generic)
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

• Experience of using SystmOne clinical system