Care Navigator / Medical Receptionist

The Methodist Church in Britain; Fordley; On-site; GBP 17,000 - 22,000; Part time

Benefits offered by this job

Clinical systems training

Job summary

The Cornerstone Practice in the United Kingdom is seeking a Care Navigator and Medical Receptionist to act as the first point of contact for patients. The role involves steering patients to the right care and managing appointments on SystmOne and Anima within a multidisciplinary GP team.

This 30-hour-per-week position requires excellent customer service, IT skills, and the ability to handle confidential information. Prior GP reception experience is welcome but not required.

Qualifications

• Good general education standard and strong written/spoken English.
• Experience in customer-facing or patient-facing roles is helpful.
• Capable with computers and learning new systems.

Responsibilities

• Welcome patients and visitors with a friendly, professional reception service.
• Answer incoming calls and respond to patient enquiries.
• Signpost patients to appropriate services using care navigation principles.
• Book, cancel and amend appointments on SystmOne/Anima.
• Recognise urgent requests and escalate according to procedures.
• Support anxious or upset patients and maintain confidentiality.
• Maintain accurate patient records and handle confidential information.
• Work with clinical and administrative colleagues to ensure smooth service.

Skills

Computer literacy

IT skills

Professional communication

Independent & team work

Education

General education

English proficiency

Tools

SystmOne

Anima

Job description

Reception at The Cornerstone Practice, a GP practice of about 9,500 patients, needs a Care Navigator and Medical Receptionist. The core of the work is acting as first point of contact, steering patients to the right care and managing appointments on SystmOne and Anima while spotting urgent needs. It is 30 hours a week, Monday to Friday, within a multidisciplinary team of GPs, nurses and paramedics. Customer service and IT skills are essential, and prior GP reception experience is welcome but not required.

What the job involves

• Welcome patients and visitors with a friendly, professional reception service
• Answer incoming calls and respond to patient enquiries
• Use care navigation principles to signpost patients to appropriate services within agreed protocols
• Book, cancel and amend appointments and process patient requests on SystmOne and Anima
• Recognise urgent requests, safeguarding concerns and deteriorating patients, escalating per practice procedures
• Support anxious, upset or patients needing extra help
• Process messages, correspondence, documentation and general administrative tasks
• Maintain accurate patient records and handle confidential information
• Work with clinical and administrative colleagues
• Support reception cover and keep an efficient service through opening hours
• Follow policies on confidentiality, information governance and safeguarding
• Take part in training and contribute to service improvements

Qualifications

• Good standard of general education
• Good written and spoken English

Experience

• Customer-facing or patient-facing work
• Handling telephone and face-to-face enquiries
• Managing competing demands in a busy setting
• Handling sensitive or confidential information

Skills & knowledge

• Confident using computers and learning new systems
• Competent IT and keyboard skills
• Professional communication with people from varied backgrounds
• Working independently and as part of a team

Checks & eligibility

• Satisfactory pre-employment checks

Other

• Friendly, reliable and organised, with a genuine wish to help people
• Calm under pressure, able to prioritise and support colleagues

Nice to have

• Previous GP practice or NHS reception experience
• Experience using SystmOne
• Experience using Anima or another online consultation system
• Appointment booking and healthcare administration experience
• Knowledge of care navigation and primary care services
• GCSE English and Maths at grade 4/C or equivalent
• Customer service or business administration qualification
• Care navigation, medical reception or healthcare administration training

What's offered

• Training on clinical systems and practice procedures