Care Navigator (Receptionist)

The Methodist Church in Britain; West of England; On-site; GBP 20,000 - 26,000; Full time

Benefits offered by this job

Full training provided

Professional development

Job summary

Air Balloon Surgery in St George is seeking a Care Navigator (Receptionist) to guide patients to the right services, book appointments and manage prescriptions. You will work in a busy team of navigators, handling face-to-face and phone inquiries with full training provided on EMIS Web.

Role involves front-line customer service, data entry, and coordination with clinicians and external bodies. Full training offered and opportunities for development.

Qualifications

• Good basic education to GCSE level or equivalent.
• Experience dealing with the public in a retail, commercial or public sector role.
• Front-line work in a customer-focused environment such as retail or service.
• Basic IT proficiency and ability to use web-based and Windows-based systems.

Responsibilities

• Sign-post patients to practice services under the navigation SOPs.
• Make appointments by phone or in person under practice protocols.
• Process repeat prescriptions, new patient registrations and GP workflow tasks.
• Respond to requests for results and clinical information under policy.
• Liaise with GPs, clinicians and hospital staff via the practice systems.
• Take calls, transfer to appropriate staff and handle home visit requests.
• Assist patients with e-consult forms and distribution of letters/reports.
• Retrieve information from practice systems and support other admin tasks.
• Assist with cancelling and rebooking clinician appointment sessions.
• Support seasonal public health campaigns and assigned projects.

Skills

IT literacy

Multitasking

Communication

Email usage

Attention to detail

Calm under pressure

Education

GCSE level

Tools

EMIS Web

Job description

Care Navigator (Receptionist) post at Air Balloon Surgery, a General Practice in St George, covering a retirement from 4 January 2027. The work centres on directing patients to the right practice service, booking appointments, handling prescription requests and general administration, both face to face and by phone. The post sits within a team of 12 care navigators working a range of part-time patterns, with time spent on reception and in the triage room. Primary care experience is not essential, as full training is given on the EMIS Web system.

What the job involves

• Sign-post patients to practice services under the navigation Standard Operating Procedures
• Make appointments by phone or in person under practice protocols, and contact patients on triage GP instructions
• Process repeat prescriptions, new patient registrations and GPP workflow tasks
• Respond to requests for results and clinical information under practice policy
• Liaise with GPs and clinicians through the practice message system
• Liaise with hospital staff, laboratories and other agencies on medical matters
• Liaise with patients by phone or in person on medical and administrative matters
• Take calls, transfer them to other staff as appropriate and receive home visit requests
• Help patients complete e-consult forms and give out letters, reports and forms, taking payments where applicable
• Retrieve information from practice systems or external bodies and support other departments with routine administration
• Assist with cancelling and rebooking clinician appointment sessions
• Support seasonal public health campaigns such as mass vaccination clinics, and assigned project or change work

What’s required

Qualifications

• Good basic education to GCSE level or equivalent

Experience

• Dealing with the public in a retail, commercial or public sector role
• Front-line work in a very customer-focused industry such as retail or service

Skills & knowledge

• IT literacy with basic knowledge of web-based and Windows-based systems
• Ability to multitask and prioritise
• Excellent communication, including accurate written and spoken English
• Use of email
• Attention to detail
• Calm and organised under pressure

Other

• Willingness to learn new skills
• Excellent people skills, including dealing with challenging people
• Empathy
• Honesty
• Punctuality
• Willingness to work extra hours on occasions

Nice to have

• Caldicott and information governance knowledge
• Basic knowledge of GDPR and data protection
• Basic working knowledge of EMIS Web and EMIS Appointments
• Reception or service qualification, such as hotel reception or public service
• ECDL or similar
• Experience dealing with the public face to face and by phone, including in conflict or stressful situations
• Experience of high-volume reception and administrative work, including data input
• Primary care experience

What’s offered

• Full training provided, including on EMIS Web
• Commitment to personal and professional development