Job Description

The medical receptionist/call taker [now known as a care navigator] is an integral part of the wider primary care team. Being the initial contact for patients, carers, professional colleagues and other guests/visitors to the surgery, they are the "face" and "voice"of that surgery and project the care and empathy of services offered.

Having the opportunity to meet a variety of people and be involved in mixed tasks within the working day, this can be a challenging role but one of immense satisfaction.

Overview of our organisation

We are an independent GP practice with just short of 6000 patients, over two sites. We are also proud to be a training practice, supporting currently 3 medical students and a 2yr post qualification doctor [ST1].

We hold family values as an integral part of running the surgeries as well as striving to maintain a good work/life balance which ultimately increases drive and application during the course of day to day work.

Our set up comprises two GP partners & a Business Partner, Practice Manager, two long term locums, alongside an ACP, NP, 2 locum Nurses, HCA, Assistant Practice Manager and 8 non-clinical staff, all of whom work between the two sites.

Loyalty and kinship have been enjoyed in our "team" orientated practice, with colleagues tending to leave due to retirement or relocation.

We hold regular meetings at all levels, where everyone's contribution is welcomed.

Main duties of the job

We are looking for a care navigator that either wishes to work around 30hours per week, or 2 navigators working between 16-20hrs per week.

Shifts would be worked out between Monday to Friday, between 8am and 6pm and include working from our branch site in Jarrow.

We are looking to recruit as soon as possible.

Job Spec

:

The medical receptionist plays a key role as the first point of contact a patient or other surgery visitor meets. As such they are the "face" of the surgery and the first voice of welcome that anyone contacting the surgery should experience. They provide efficient, helpful and sympathetic care to patients, carers and wider family members.

Through sensible use of initiative, flexibility, skills and high standards of accuracy, provide valuable help and support to the practice.

The medical receptionist is expected, along with other team members, to manage, plan and prioritise tasks efficiently and effectively to achieve and maintain a high standard of patient care.

The post holder will show total respect and adherence to patient confidentiality and data protection at all times.

In addition to this, it is essential that:

Enquiries from patients and other service users are efficiently and courteously handled Distribution of documentation is undertaken efficiently and promptly Surgery premises and reception desk are kept clean and tidy-the reception desk and reception area falling under the remit of the post holder specifically to keep standards high. Uniform code-Suitable work attire and comfortable footwear-NO jeans, combat trousers, cropped pants, low cut tops, male vest tops, exceptionally short skirts or shorts. The Practice provides a shirt as uniform in acknowledgement of this stipulation, the quantity of which is decided by the number of days of the post holder works. Failure to comply with the "uniform" code, will lead to a warning from the Practice Manager.

Main Duties

:

When shift relevant, open premises following Lone Worker & Key Holder Policy and prepare the reception and clinical GP/ACP/ANP room for the day ahead.

Check the daily appointment book, highlight any outstanding health issues & liaise with patients.

Meet and greet all patients and guests in a friendly, courteous and professional manner.

Assist with checking-in for appointments where the auto check-in fails or patients have difficulty.

Call patients in to consultations where the auto-call has failed or has been misheard.

Communicate any delays in the clinical sessions to the waiting patients.

Respond to patient enquiries and provide non-clinical advice to patients and carers.

Book appointments, navigating and signposting to external health care clinicians, chemists etc where appropriate to the patient requirement.

Deal with all face to face enquiries and/or obtain relevant help where necessary.

Ensure Guest sheets are completed at entry and exit, by any visitors to surgery.

Provide information on the surgery opening times and services offered.

Promote On-line Access, EPS, e-consultation, extended access appointments and the STEPS service [signposting].

Answer in coming telephone calls dealing with enquiry where within remit and/or cascade as appropriate.

Ensure on-call maters are documented, updated and completed within the same day.

Bring to GP/ACP attention any on-call or other urgent patient matter.

Prompt GP/ACP regarding any telephone consultations.

Ensure house visit requests are full documented and summary prints prepared in advance.

Receive in, document and store as appropriate-immunisations, mail and parcels.

Open daily mail, date stamp, sort and cascade as appropriate.

Ensure any documentation and/or forms are correctly completed before release to patients.

Cascade relevant information regarding private reports, fees and other related documents.

Take collection of payments, give written receipt and pass monies to Practice Manager.

Alphabetically file any paper prescriptions/communique and hand out to patients adhering to confidentiality and correct identification processes.

Check incoming personal work emails and tasks-dealing with appropriately and timely.

Report any significant events and/or incidents immediately to the Practice Manager.

Ensure the Accident Book is completed in any relevant case, following care of the injured.

Follow all Health & Safety guidelines and report any suspected risks to the Practice Manager.

Comply with DSE & lifting and handling protocols.

Be familiar with fire and evacuation procedures.

Pass any complaints to the Complaints Manager and copy in the Practice Manager.

Ensure suitable and efficient "hand-over" is done with colleagues.

Follow close-down procedures at the end of day.

Any other duties as deemed necessary to the running of the surgery and care of the patients.

IM & T

:

Ensure competence with all office equipment.

Emis web literate.

Up to date with coding-SNOWMED.

Accurate data entry.

Process and store information following data protection guidelines and patient confidentiality.

Care for and keep secure personal smartcard.

Report any computer or other equipment failure.

Development

:

To attend & participate in practice meetings and any other relevant practice development sessions [expected]

Update competencies and partake in mandatory training [expected].

Upkeep knowledge of practice policies [expected].

Familiarise Caldicott Guidelines and Practice Mission Statement [expected].

Partake in supplementary training to enhance personal role [encouraged].

Partake in personal development plans, appraisal and/or peer support sessions [expected].

This list is not exhaustive, therefore will include any other duties as deemed necessary to the running of the surgery and care of the patients.

Job Types: Part-time, Permanent

Pay: 12.21 per hour

Expected hours: 20 - 30 per week

Benefits:

Company pension
Schedule:

Day shift Monday to Friday No weekends
Education:

GCSE or equivalent (preferred)
Work Location: In person

Application deadline: 12/07/2025
Reference ID: Care Navigator RSJW1