Care Navigator/Receptionist

NHS; Accrington; On-site; GBP 18,000 - 22,000; Part time

Job summary

A local healthcare practice in Accrington is looking for enthusiastic Care Navigators to provide administrative support and assist patients. This part-time role (30 hours/week) requires excellent interpersonal and communication skills, the ability to multitask, and computer literacy. Candidates with experience in reception work are preferred, and full training will be provided.

Qualifications

• Experience of working with the general public is essential.
• Experience of reception work is essential.
• Experience of working within General Practice is desirable.

Responsibilities

• Provide comprehensive administrative support for the practice.
• Assist and direct patients in accessing appropriate services.
• Facilitate effective communication between patients and healthcare community.

Skills

Excellent communication skills

Time Management

Interpersonal skills

IT Skills

Confidentiality

Education

GCSE English C or above

GCSE Mathematics C or above

Good standard of general education

NVQII in Customer Care

Job description

We have a vacancy for two enthusiastic, motivated and hard-working CareNavigators (Medical Receptionists) to join our busy practice. We are ideally looking for part-time hours, 30 per week based over five days. The successful candidate will be a friendly, organised person with an excellent telephone manner. Must have excellent interpersonal and communication skills, be computer literate and must have the ability to work under pressure. Must also have good administrative skills and the ability to multitask. Duties include making appointments, navigating patients to see the most appropriate healthcare professional. The post holder will be dealing with patient enquiries both in person and on the telephone and carry out numerous general administrative tasks. Flexibility with hours is expected to cover holidays and sickness. Must be reliable, hardworking and able to work within the NHS confidentiality guidelines. Full training will be given but previous experience would be advantageous.

Main duties of the job

Main duties of the role include:

• To provide comprehensive administrative support for the practice and to act as focal point for patients and staff.
• To receive and assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
• Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors either in person or via the telephone.
• Facilitate effective communication between patients and members of the healthcare community.
• Handle patient complaints in accordance with practice protocols.
• To provide an efficient and accurate support to the clinicians and patients.
• The successful candidate should be able to offer flexibility with regards to overtime and cover due to sickness and holidays.

About us

At Oswald medical Centre we are united by a culture of compassion, professionalism and collaboration. Our Team is deeply committed to delivery patient-centre high-quality care in a safe, welcoming and non-judgemental environment.

We are a team that values being approachable, supportive, and flexible - not just for our patients, but for one another. We take pride in being a skilled and empathetic team, able to work under pressure while maintaining a calm, caring and respectful approach.

We believe in honesty, openness and equality, fostering a workplace where everyone feels heard, valued and appreciated. Through strong leadership and continuous improvement, we strive to create a service that is accessible, effective and truly responsive to the needs of our diverse community.

Our culture is built on teamwork and trust with regular communication, mutual respect and shared responsibility at its heart. We honour the work-life balance of our staff through supportive policies, flexibility, and meaningful recognition of their hard work and dedication.

Together we are more than a Medical Centre - we are a family-oriented team working towards a common goal, delivering excellent, equitable care while supporting each other to grow, thrive and make a difference.

Job responsibilities

Duties and Responsibilities

Telephone Duties

1. Making appointments
2. Taking requests for prescriptions
3. Giving out results
4. Check for outstanding checks and book patients in
5. Home visit requests
6. Deal with general enquiries and complaints
7. Contacting other providers
8. Care Navigation and optimisation of appointments

Reception Duties

1. Register new patients and temporary residents
2. Greet and direct patients and visitors
3. Making appointments
4. Handing out prescriptions
5. Ensure outstanding queries are explained and handed over to next shift, as necessary
6. Respond to needs of doctors and nurses during surgery
7. Quality Framework / QOF / IIF Invites Chasing Patients
8. Deal with general enquiries and complaints

Filing

1. Daily Duties /Checks / Uploading to GPTeamnet

Prescriptions

1. Dealing with requests for repeat prescriptions
2. Raising prescriptions as per Practice protocols
3. Dealing with queries relating to repeat prescriptions

General

1. Input and extract information from Practice computer system
2. Observe health and safety guidelines at all times
3. Make refreshments for doctors and other team members, participate in washing up
4. Any other reasonable duties as necessary

Person Specification

Experience

• Experience
• Experience of working with the general public - Essential
• Experience of reception work - Essential
• Experience of working within General Practice - Desirable

Qualifications

• Good standard of general education - Essential
• GCSE Mathematics C or above - Essential
• GCSE English C or above - Essential
• NVQII in Customer Care - Desirable

Knowledge & Skills

• Excellent communication skills (Written and Oral)
• IT Skills
• Clear, polite telephone manner
• Time Management and the ability to work to deadlines
• Interpersonal skills
• Smart, polite and confident
• Planning and organising
• Performing under pressure
• Using initiative
• Self motivated
• Flexibility
• Confidentiality
• Knowledge of EMIS Clinical System - Desirable

Disclosure and Barring Service Check

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.