Care Navigator Receptionist

Orchard Medical Centre; Manchester; On-site; GBP 18,000 - 26,000; Full time

Job summary

Orchard Medical Centre in Manchester is seeking a friendly, organised Care Navigator Receptionist & Administrator to join a busy team. You will be the first point of contact for patients, directing them to the right service and providing a welcoming experience across face-to-face, phone and digital channels.

The role requires excellent communication, attention to detail and calm, compassionate handling of diverse patient needs, with opportunities for development and training within primary care.

Qualifications

• Excellent verbal and written communication skills.
• Previous experience in a customer service, reception or administrative role.
• Good IT skills with experience of using computer systems, Microsoft Office and email.
• Ability to work accurately and pay close attention to detail.

Responsibilities

• Welcome and assist patients and visitors attending the practice.
• Manage appointment bookings, amendments and cancellations in line with practice protocols.
• Support care navigation by directing patients to the most appropriate clinician or service.
• Process repeat prescription requests and handle correspondence as required.
• Maintain accurate and up-to-date patient records and filing systems.

Skills

Customer service

Communication

Organisational skills

Attention to detail

Calm under pressure

Tools

EMIS Web

Microsoft Office

Job description

We are looking for a friendly, organised and proactive Care Navigator Receptionist & Administrator to join our busy and supportive team at Orchard Medical Centre. This is an exciting opportunity for someone who enjoys helping people, thrives in a fast-paced environment and takes pride in delivering excellent customer service.

As the first point of contact for our patients, you will play a vital role in ensuring they receive the right support and are directed to the most appropriate healthcare professional or service. You will provide a professional and welcoming experience whether interacting with patients face to face, over the telephone or through digital channels.

We are seeking someone with excellent communication skills, strong attention to detail and the ability to remain calm and compassionate when dealing with a wide range of patient needs. In return, you will become part of a dedicated team committed to providing high quality patient care, with opportunities for ongoing development and training.

If you are motivated, reliable and passionate about making a difference within primary care, we would love to hear from you.

Main duties of the job

The successful candidate will provide reception, care navigation and administrative support to ensure the smooth day-to-day running of the practice. Duties include managing patient enquiries, coordinating appointments, processing prescriptions, handling correspondence, maintaining accurate patient records and supporting clinicians and colleagues with a variety of administrative tasks.

You will communicate with patients through multiple channels, signpost them to appropriate services, process referrals and documentation, and ensure information is recorded accurately and confidentially. The role requires excellent organisational skills, confidence using computer systems and the ability to prioritise a varied workload while maintaining a high standard of customer service.

You will also contribute to maintaining a safe, welcoming and efficient environment for patients and staff, working closely with the wider practice team to support the delivery of high-quality healthcare services.

About us

Orchard Medical Centre is a patient-focused GP practice committed to providing high-quality, accessible healthcare to our local community. We pride ourselves on delivering compassionate care and putting patients at the heart of everything we do.

Our team is made up of dedicated GPs, nurses, healthcare professionals, administrators and support staff who work collaboratively to provide an efficient and professional service. We foster a positive, respectful and inclusive working environment where every team member is valued and encouraged to contribute ideas and improvements.

Working at Orchard Medical Centre offers the opportunity to be part of a friendly and supportive team, gain valuable experience within primary care and access ongoing training and development opportunities. We are committed to continuous improvement and creating a workplace where staff can develop their skills, feel supported and make a meaningful difference to the health and wellbeing of our patients every day.

Job Purpose

To provide a high-quality, professional reception and administrative service to patients, clinicians, colleagues and other healthcare professionals. As a key member of the practice team, you will act as the first point of contact for patients and ensure all enquiries are handled efficiently, courteously and in accordance with practice procedures.

Job Summary

The successful candidate will receive, assist and direct patients in accessing the most appropriate service or healthcare professional in a courteous, efficient and effective manner. The post holder will provide general assistance to the practice team and maintain a positive and professional image of the practice when interacting with patients, visitors and external agencies.

Main Duties and Responsibilities

Reception Duties

• Welcome and assist patients and visitors attending the practice.
• Manage appointment bookings, amendments and cancellations in line with practice protocols.
• Support care navigation by directing patients to the most appropriate clinician or service.
• Process urgent appointment requests and home visit requests in accordance with practice procedures.
• Maintain accurate and up-to-date appointment systems.
• Respond to patient enquiries in person, by telephone, email and other digital communication channels.
• Register new patients and temporary residents and explain practice procedures.
• Process payments for private services and issue receipts where required.
• Ensure patient samples are forwarded to the appropriate department or member of staff.
• Maintain tidy and welcoming reception and waiting areas.
• Ensure information leaflets and patient resources are replenished as required.
• Undertake opening and closing procedures and support the security of the premises.
• Maintain electronic and manual filing systems.

Administrative Duties

• Work in accordance with practice policies, procedures and protocols.
• Process repeat prescription requests accurately and efficiently.
• Respond to patient enquiries received through the practice website.
• Process incoming electronic correspondence from hospitals and external organisations.
• Scan and accurately file patient correspondence within electronic records.
• Complete administrative tasks requested by clinicians and management.
• Type referral letters and process electronic referrals as required.
• Contact patients regarding appointments, test results and other healthcare-related matters.
• Support registration of new patients and updates to patient demographic information.
• Ensure all correspondence, reports and results are filed within the correct patient record.

Patient Care Responsibilities

• Use care navigation principles to direct patients to the most appropriate service.
• Provide a sensitive and supportive service in response to patients' needs.
• Maintain strict patient confidentiality at all times.

Additional Responsibilities

• Support clinicians and the wider practice team as required.
• Act as a chaperone when necessary and appropriately trained.
• Ensure clinical and administrative areas remain well stocked and organised.
• Assist in maintaining a safe, secure and clean working environment.
• Undertake other reasonable duties as requested by the Practice Manager or clinical team.

Confidentiality

The post holder will have access to confidential information relating to patients, carers, staff and the business of the practice. All information must be treated as strictly confidential and handled in accordance with practice policies, data protection legislation and professional standards.

Safeguarding

The post holder will be expected to maintain a good understanding of safeguarding responsibilities, identify concerns and follow appropriate procedures for raising and referring safeguarding issues relating to children and adults.

Health and Safety

The post holder will contribute to maintaining a safe working environment by complying with practice health and safety procedures, infection prevention and control guidance, and by reporting potential risks and hazards promptly.

Equality, Diversity and Inclusion

The post holder will support and promote equality, diversity and inclusion, treating patients, carers and colleagues with dignity, respect and fairness at all times.

Personal Development

The post holder will participate in training and performance reviews, maintain professional knowledge and skills, and contribute to continuous service improvement within the practice.

Communication and Team Working

The post holder will work collaboratively with colleagues and external agencies, communicate effectively with patients and healthcare professionals, and contribute positively to the performance and development of the practice team.

Person Specification

Qualifications

• Excellent verbal and written communication skills.
• Previous experience in a customer service, reception or administrative role.
• Good IT skills with experience of using computer systems, Microsoft Office and email.
• Ability to work accurately and pay close attention to detail.
• Excellent organisational and time management skills.
• Ability to manage a busy workload and prioritise competing demands.
• Ability to work effectively both independently and as part of a team.
• Demonstrable commitment to maintaining confidentiality and handling sensitive information appropriately.
• Understanding of the importance of equality, diversity and inclusion.
• Strong interpersonal skills with the ability to deal with patients sensitively, professionally and respectfully.
• Willingness to undertake training and continuous professional development.
• Previous experience working in a GP practice, primary care setting or NHS environment.
• Knowledge of care navigation principles.
• Experience using clinical systems such as EMIS Web.
• Knowledge of NHS services and referral pathways.
• Experience processing repeat prescriptions.
• Understanding of safeguarding responsibilities for children and adults.
• Experience handling confidential patient information and medical records.
• Experience managing appointments within a healthcare setting.
• Experience of electronic document management, scanning and data entry.
• Chaperone training or willingness to undertake training.

Experience

• Previous experience working in a reception, customer service or administrative role.
• Experience of dealing with members of the public in a professional and courteous manner.
• Experience of handling telephone enquiries and managing a busy workload.
• Experience of using computer systems for data entry and record management.
• Experience of working within established policies, procedures and protocols.
• Experience of managing confidential or sensitive information appropriately.
• Experience of prioritising tasks and working effectively under pressure.
• Experience of communicating with a wide range of people and adapting communication styles to meet individual needs.
• Experience of working as part of a team to deliver a high-quality service.
• Experience working in a GP practice, primary care setting or NHS organisation.
• Experience of care navigation, signposting or directing patients to appropriate services.
• Experience using EMIS Web or other clinical systems.
• Experience managing appointment systems within a healthcare environment.
• Experience processing repeat prescription requests.
• Experience handling patient records and clinical correspondence.
• Experience of scanning, document management and electronic filing.
• Experience processing referrals and liaising with external healthcare providers.
• Experience supporting safeguarding procedures or working with vulnerable patients.
• Experience working in a fast-Paced healthcare environment with competing priorities.

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.