Care Navigator/Receptionist

Oswald Medical Centre; Accrington; On-site; GBP 18,000 - 22,000; Part time

Job summary

A busy medical practice in Accrington is seeking two Care Navigators (Medical Receptionists) to join their team. Candidates should possess excellent interpersonal and communication skills, be computer literate, and have the ability to work under pressure. Responsibilities include managing appointments, assisting patients, and handling queries. Ideal candidates are motivated and reliable, with flexibility regarding working hours. Full training will be provided, but experience in a similar role is preferred.

Qualifications

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

Responsibilities

• Make appointments.
• Taking requests for prescriptions.
• Giving out results.
• Check for outstanding checks and book patients in.
• Deal with general enquiries and complaints.
• Greet and direct patients and visitors.

Skills

Excellent communication skills (Written and Oral)

IT Skills

Time Management

Interpersonal skills

Confidentiality

Education

Good standard of general education

GCSE Mathematics C or above

GCSE English C or above

NVQII in Customer Care

Tools

EMIS Clinical System

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

1. Makes 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
9. Register new patients and temporary residents
10. Greet and direct patients and visitors
11. Handing out prescriptions
12. Ensure outstanding queries are explained and handed over to next shift, as necessary
13. Respond to needs of doctors and nurses during surgery
14. Quality Framework / QOF / IIF Invites Chasing Patients
15. Deal with general enquiries and complaints
16. Daily duties / checks / uploading to GPTeamnet
17. Dealing with requests for repeat prescriptions
18. Raising prescriptions as per Practice protocols
19. Dealing with queries relating to repeat prescriptions
20. Input and extract information from Practice computer system
21. Observe health and safety guidelines at all times
22. Make refreshments for doctors and other team members, participate in washing up
23. 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.