Care Navigator/Receptionist - GP Surgery

• Support the triaging GP in arranging patient appointments with the most suitable healthcare professional or service (e.g., GP, nurse, pharmacist, social prescriber).
• Act as first point of contact for patients both in person or over the telephone - creating a welcoming and supportive environment.
• Handle patient communications professionally and empathetically, including telephone, email and face-to-face interactions.
• Remain calm and prioritise tasks whilst working in a busy environment, frequently dealing with competing demands from both patients and the practice team.
• Support clinicians with administrative tasks to improve patient flow and access.
• Maintain accurate and up-to-date patient records through data entry, coding, scanning, and updates using EMIS and Accurx systems.
• Help maintain a tidy and organised reception and waiting area.
• Work collaboratively as part of the practice team to ensure a high standard of care.
• Promote confidentiality, equality, and professionalism at all times.
• Contribute to effective team communication and practice improvements.
• All staff should be prepared to undertake a variety of tasks, as required by the business, which may be subject to change from time to time.

• Gather key information from patients via telephone, online, or in person.
• Working closely with the triaging GP you will book appointments and signpost patients to the right clinician or service.
• Identify urgent issues and escalate to appropriate clinical staff.
• Provide self-care advice or direct patients to community resources.
• Greet patients and visitors to the practice.
• Answer incoming phone calls, transferring calls, dealing with the callers request appropriately.
• Appointment management.
• Deal with home visit requests.
• Work closely with the clinical and admin teams ensuring the day to day clinics run smoothly and keep a calm reception area for the patients to feel comfortable and looked after.
• Perform administration tasks in line with practice policies and also as delegated.
• Prepare and maintain clinical rooms.
• Ensure samples are processed and collected in line with infection control guidelines.
• Opening/closing procedures.
• Comply with all relevant practice procedures and protocols and maintain confidentiality at all times.
• Liaise with Operations Manager when required and follow instructions when necessary.
• Flexibility to provide cover for holidays or sickness absence of colleagues when necessary.

• 3 GP Partners
• 3 Salaried GPs
• GP Trainees and medical students
• 2 Practice Nurses, 1 HCA and a Phlebotomist
• A dedicated management, secretarial, medicines, and reception team
• Support from paramedics, MSK physiotherapists, pharmacists, mental health practitioners, and a care home team

Essential

• Customer service/reception experience.
• Excellent IT skills
• Confident telephone manner
• Good communication skills
• Positive attitude
• Flexibility to work additional hours
• Time management skills
• Able to keep calm under pressure

Desirable

• Experience of working in a GP surgery
• Knowledge of EMIS web