Care Navigator/Receptionist

Howard House Surgery; Felixstowe; On-site; GBP 40,000 - 60,000; Part time

Job summary

A GP practice in Felixstowe is seeking a Care Navigator/Receptionist to provide excellent administrative support and customer service. The role requires flexibility for shifts and a strong command of English. Ideal candidates will have healthcare and IT experience. Employees benefit from the NHS pension scheme and various employee benefits.

Benefits

Defined benefits scheme

Life insurance

Health service discounts

Minimum 33 days annual leave

Flexible working arrangements

Qualifications

• Minimum 1 year experience in a busy customer service or reception role.
• Experience working within a team environment.
• Understanding of local health issues.

Responsibilities

• Provide comprehensive administrative support for the general practice.
• Assist and direct patients in accessing appropriate services.
• Handle patient complaints as per practice protocols.

Skills

Excellent interpersonal skills

Customer service skills

Time management skills

Attention to detail

Education

GCSE in English & Maths

ECDL/CLAIT or other IT qualification

NVQ level 2 in customer service

Tools

SystmOne

Standard office equipment (scanners, copiers)

Job description

We are part of Suffolk Primary Care, which is a group of GPpractices delivering patient care across Suffolk. We are seeking to recruit an enthusiastic and flexible Care Navigator/Receptionist, with excellent interpersonal and customer service skills, to join our fantastic team at Howard House Surgery in Felixstowe.

The vacancy is for 23.5 hours a week working over either 3 or 4 days a week; you must be available to work until 18:30 on some days. Flexibility is crucial to accommodate training, holidays and occasional sickness.

Howard House Surgery supports in excess of 8500 patients from a diverse range of backgrounds. We have an established team with a strong focus on customer service and on developing staff in order to deliver excellent standards of patient care. We would love to hear from candidates with healthcare experience. IT and Office experience is essential. We are keen to hear from those that can show flexibility and a range of transferable skills.

We use SystmOne and askmyGP to facilitate effective and efficient ways of working.

A strong command of written and spoken English with an excellent telephone manner is a must. Good time management skills and the ability to follow protocols and or instruction and attention to detail is essential.

We offer a competitive salary along with other employee benefits, and the opportunity to join the NHS pension scheme.

We plan to hold interviews W/C 13th October 2025.

Main duties of the job

To provide comprehensive administrative support for the general 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 secretarial team, clinicians & patients.

About us

Suffolk Primary Care (SPC) is a forward-thinking partnership of GP surgeries across Suffolk. Our collaborative approach enables doctors and staff to share resources, ensuring the continued delivery of high-quality healthcare.

We are committed to equal employment opportunities and encourage applications from all qualified individuals.

Benefits of Working with SPC

• Defined benefits scheme
• Life insurance
• Family benefits, including adult dependents & children's pensions
• Ill health benefits

Electric Car Salary Sacrifice Scheme:

• Fully comprehensive insurance, servicing, tyres & breakdown cover
• Up to £2,000 annual SPC contribution (subject to conditions)

Flexible Working Arrangements:

GP remote working options to accommodate personal commitments

Additional Benefits:

• Health service discounts, including a complimentary Blue Light Card for new starters
• Minimum 33 days annual leave (inclusive of bank holidays) for full-time employees, with enhancements for long service
• Enhanced maternity & paternity terms
• Salary sacrifice schemes for technology, homewares (Currys, John Lewis, Decathlon), cycling, and gym memberships

At SPC, we invest in our staffs professional growth and well-being, fostering a positive work environment that benefits both our team and the communities we serve.

Job responsibilities

Key Responsibilities

Dealing with, as a matter of priority, all telephone calls and making outgoing calls for doctors and others, as required

Handling general enquiries, explaining surgery procedures

Making new and follow-up appointments

Receiving and recording requests for home visits

Receiving and recording requests for telephone advice

Dealing with all administration relating to notification of the death of a patient

Booking appointments and dealing with the administration relating to private medicals eg, HGV and DVLA medicals etc

Receiving and recording messages from other agencies

Recording and updating patient records with missing information such as mobile phone numbers and other registration details, missing QOF data

Ensuring patients receive reminders if they are due for a regular check such as an annual review, childhood immunisation, Chronic Disease Check, cervical smear

Manage demand by ensuring patients are allocated appropriately to appointments and advising patients of other ways of dealing with minor illness

To act as chaperone when requested

To attend staff meetings as required and participate fully in annual staff appraisal

Person Specification

Qualifications

• Educated to GCSE level (or equivalent) including Grade C in English & Maths
• ECDL/CLAIT or other IT qualification.
• NVQ level 2 in customer service.

Experience

• Knowledge or experience of working with standard office equipment eg scanners, copiers, printers, faxes, telephones.
• One years experience in busy customer service or reception environment.
• Experience of working in a team.
• Use of bespoke computer systems.
• Understanding of health and safety policies and procedures.
• Confidence to use own judgement based on resourcefulness and local knowledge in response to patient or staff queries.
• Understanding of local health issues.
• Previous NHS experience
• Experience of clinical systems, including SystmOne

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.