Job Description

Job Title:

Medical Receptionist (now known as Care Navigator)

Reports to:

Acute and Patient Services Lead

Hours:

Minimum 25 Hours per week plus overtime (Hours between 8am and 6:30pm)

Salary:

12.45 per hour (plus NHS Pension and Private Healthcare) (This salary takes into account the increase in National Minimum wage from 1st April 2025)

Job Summary

Receive, assist and direct patients in accessing the most appropriate service of healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or on the telephone.

Job Responsibilities

General Duties

Ensure that all queries from patients are handled efficiently and courteously Keep surgery premises today and safe at all times Maintain patient confidentiality at all times Have a working knowledge of the telephone system Receive and make calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt delivery
Care Navigation Duties

Meet and greet patients, providing a friendly and helpful welcome Direct patient to follow the PATCHs appointment protocol, either over the telephone or in person Triage patients who request urgent treatment in line with Practice procedures Cancel or rearrange clinics where necessary Receive telephone calls and deal with enquiries and messages and direct them to the appropriate service as necessary Emailing and Photocopying documents as required Explain practice arrangement and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed Enter patient information onto the computer as required Provide administrative support to clinical staff and other members of the team Opening and closing the premises at the start and end of the day Attend and participate in Practice and Team meetings as required
Overall Responsibility

Undertake any other appropriate duties or responsibilities as directed by the Acute and Patient Services Lead, Practice Management and GP Partners To ensure effective communication with all clinicians and other practice and community staff based at the Surgery Be aware of, and adhere to, Practice policies in relation to health and safety at work and fire precautions. To attend appropriate training courses
Other Tasks

Clear rooms after surgeries when necessary Chaperone duties for clinicians Complete opening and closing procedures in accordance with the room rota Ensure building security - have thorough knowledge of doors/windows/alarm Advise patients of relevant charges for private services and accept payments and issue receipts for the same
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 and 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, the practice health & safety manual, and the practice infection control policy and published procedures. This will 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 Actively reporting of health and safety hazards and infection hazards immediately when recognised Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder's role Undertaking periodic infection control training (minimum annually) 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 recognizes the importance of people's 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 to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
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:

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 team's performance Work effectively with individuals in other agencies to meet patients' needs Effectively manage own time, workload and resources
Communication

The post-holder should recognize the importance of effective communication within the team and will strive to:

Communicate effectively with other team members Communicate effectively with patients and carers Recognise people's needs for alternative methods of communication and respond accordingly
Contribution to Implementation of services

The post-holder will:

Apply practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audits where appropriate

Person Specification

Education and Qualifications

Essential

Good level of general education to include English at GCSE or equivalent Working experience of computer systems Appreciation of confidentially issues Good literacy and accuracy skills

Desirable

Customer Care training
Experience

Essential

Experience of working in a busy office / administrative environment Proven use of customer care skills Proven ability to work as part of a team Very good organisational skills and use of initiative Flexible working patterns

Desirable

Experience of working in a GP/Healthcare environment
Skills, Abilities and Knowledge

Essential

Ability to work well under pressure Good communication skills - ability to communicate with patients, staff and external agencies Self-motivated and pro-active Smart and tidy appearance Caring and empathetic qualities

Desirable

Ability to adapt and change Resilience Confidence Ability to listen
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.

Job Types: Full-time, Permanent

Pay: 12.45 per hour

Benefits:

Company pension Employee discount On-site parking Private medical insurance
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 05/06/2025