Care Navigator/ Medical Receptionist

NHS Jobs; Leeds; On-site; GBP 12,000 - 18,000; Full time

Job summary

NHS Jobs in the United Kingdom is seeking a patient-facing receptionist for a busy GP practice in Leeds. You will be the first point of contact for patients, visitors and healthcare professionals, greeting people warmly and directing them to the appropriate services.

Responsibilities include care navigation, appointment management, handling calls, processing messages, and updating patient records on the clinical system.

Responsibilities

• Act as the first point of contact for patients, visitors and healthcare professionals. Greet people in a calm, friendly and professional manner and provide information about services, opening hours and appointment procedures.
• Handle patient requests for appointments and general enquiries by phone and in person, directing to the appropriate clinician or service using the clinic protocols.
• Book, amend and cancel appointments, record patient contacts and requests, and ensure accurate records in the clinical system.
• Manage telephone calls and messages, process repeat prescriptions, and direct medication queries to the appropriate professional.
• Support with administrative tasks, recall appointments, audits and maintaining practice records in line with policies.
• Follow data protection rules, confidentiality requirements and information governance for patient information.

Job description

Key Duties and Responsibilities

Patient Reception and Customer Service

Act as the first point of contact for patients, visitors and healthcare professionals, both face-to-face and over the telephone. Welcome patients in a friendly, respectful and professional manner. Respond to general enquiries and provide accurate information about practice services, opening hours and appointment procedures. Deal sensitively with patients who may be anxious, distressed, frustrated or experiencing difficult personal circumstances. Maintain a clean, organised and welcoming reception and waiting area. Manage challenging situations professionally and escape complaints or concerns to the appropriate member of the practice team.

Care Navigation and Appointment Management

Handle patient requests for appointments, advice and access to healthcare services by telephone and in person. Use approved care navigation protocols to direct patients to the most appropriate clinician or service, including GPs, practice nurses, clinical pharmacists, physiotherapists and other available services where appropriate. Gather relevant non-clinical information to help determine the appropriate appointment pathway, without attempting to diagnose medical conditions. Book, amend and cancel appointments using the practices clinical computer system. Identify potentially urgent concerns in accordance with practice procedures and promptly escape them to a clinician. Provide information about alternative services, such as NHS 111, where appropriate and in accordance with practice guidance. Maintain accurate records of patient contacts and appointment requests.

Telephone and Administrative Duties

Answer incoming telephone calls promptly and manage a busy call queue efficiently. Handle patient messages and ensure they are passed to the appropriate member of the clinical or administrative team. Process repeat prescription requests in accordance with practice policies and direct medication queries to the appropriate professional. Register new patients and update demographic details, contact information and other relevant records. Manage incoming and outgoing post, emails and electronic communications. Assist with administrative tasks, including recalling patients for appointments, supporting clinical audits and maintaining accurate practice records. Monitor outstanding administrative tasks and follow up requests within agreed timescales.

Clinical Systems and Data Management

Use the practices electronic clinical system, SystmOne, to access and update patient information. Ensure patient details, appointment information and messages are recorded accurately and promptly. Handle sensitive patient information securely and maintain strict confidentiality at all times. Comply with UK GDPR, data protection legislation, information governance requirements and practice policies. Follow procedures for accessing, storing and sharing patient information appropriately.

Teamwork and Practice Support

Work collaboratively with GPs, nurses, healthcare assistants, pharmacists, care coordinators and administrative colleagues. Attend staff meetings and training sessions as required. Support colleagues during busy periods and assist with the day-to-day organisation of reception services. Follow practice policies relating to health and safety, infection prevention, safeguarding and equality and diversity. Report incidents, risks and concerns to the appropriate manager. Undertake other reasonable duties appropriate to the role to support the effective operation of the practice.

Training and Development

The successful candidate will receive induction and training appropriate to the role, including practice procedures, clinical systems, information governance, confidentiality, safeguarding, health and safety and care navigation. Ongoing training and development will be encouraged to support the delivery of a safe, efficient and high-quality patient service.

Personal Qualities

We are looking for someone who is approachable, empathetic, dependable and proactive. The successful candidate must demonstrate patience, discretion and professionalism when dealing with sensitive situations and be committed to treating every patient with dignity, respect and fairness.

Working Conditions

The postholder will work within a busy GP practice and may be required to work flexibly according to the needs of the service. Working hours, salary, annual leave and other employment terms will be confirmed during recruitment.