GP Receptionist / Care Navigator LS28

NHS; Pudsey; On-site; GBP 20,000 - 30,000; Part time

Job summary

An established industry player is seeking a Care Navigator to join their reception team. This role is vital in providing a friendly and efficient service to patients, ensuring they access the right healthcare. You will be responsible for managing appointments, handling queries, and supporting both clinical and administrative tasks. Working in a fast-paced environment, you will collaborate with a dedicated team to enhance patient experiences and contribute to the smooth operation of the health center. If you thrive in dynamic settings and are passionate about patient care, this opportunity is perfect for you.

Qualifications

• Excellent command of spoken and written English is essential.
• Computer literacy and good listening skills are required.

Responsibilities

• Welcome patients and book/cancel appointments as needed.
• Handle queries, maintain accurate patient records, and support clinical staff.

Skills

Computer literacy (Word and Outlook)

Listening skills

Attention to detail

Professional communication skills

Flexibility and adaptability

Ability to work under pressure

Teamwork

Multi-tasking

Knowledge of medical terminology

Job description

Working within the Robin Lane Health & Wellbeing Centre reception team, the post-holder will help provide a friendly and welcoming service for all patients. The Care Navigator will support patients to access the right health care in a professional and efficient manner. Follow practice processes to actively signpost patients to the most appropriate healthcare professional and service, whilst handling any complex queries and challenging situations in a professional manner, ensuring any issues are resolved where possible, at the first point of contact. Assist both clinical and admin colleagues with the smooth running of the reception area and surgery building.

The post-holder is expected to comply with the employment policies and procedures, with due regard to clinical and information governance policies and procedures, and any other policies and procedures necessary for the safe and effective discharge of the duties contained within this document.

This job description is subject to a flexibility clause and may change according to business requirements.

Please note working hours will be Monday - Friday and will consist of 8:00am starts and 6:30pm finishes.

Part time hours need to be 25 hours per week minimum.

Main duties of the job

To welcome patients presenting either in person or by telephone; ensuring you respond promptly and positively.

• Book appointments for patients and cancel appointments where needed.
• Support patients in navigating to the most appropriate service, which may include informing patients of external health care providers and online services.
• Effectively handle all queries that present at the practice; problem solving, signposting and escalation of matters, as appropriate.
• Ensure patient records are accurate and kept up to date and that all patient contacts are documented in the system using the Care Navigation Template.
• Initiating contact with and responding to requests from patients, other team members and associated healthcare providers.

About us

We are a forward-thinking organisation, operating in an extremely fast-paced environment.

You'll find yourself working with a variety of highly motivated, supportive and experienced colleagues, where no two days are the same.

We work collaboratively with our GP practices to offer better services and improve access for our patients.

Job responsibilities

Carrying out administrative duties which include scanning, tasks, out of hours reports, new patient registrations (including basic urine dip), opening and sorting of post (both internal and external), photocopying reports, updating patient details, filing INR reports and data inputting as requested.

• Processing medication requests, including issuing repeat medication and appliance items, as well as forwarding patient requests onto the practice pharmacy team/on-call GP.
• Communicating effectively with local pharmacy staff and resolving/investigating any queries they may have.
• Processing e-consults via system one and triaging the patient accordingly using signposting where necessary.
• Opening up/locking up of practice premises and maintaining security in accordance with practice protocols.
• Carry out chronic disease recalls and vaccination campaigns, booking relevant appointments working from a list to ensure clinics are fully utilised.
• Informing patients of test results and following up with instructions from clinicians.
• Keeping the reception area and notice boards clean, tidy and up to date.
• Taking payments for private documents from patients and providing receipts.
• Support all clinical staff with general tasks as required.
• Assisting the Site Co-ordinator with weekly fire alarm checks and weekly/monthly legionella testing, when required.
• Assisting the Site Co-ordinator with weekly room plans and petty cash records, when required.
• To be able to work with people from a wide variety of cultures and backgrounds, and people with disabilities and learning difficulties, and to be able to communicate with them (and, when necessary, their carers) appropriately to facilitate their care and understanding of their care within the service.
• Attend and positively contribute to team meetings.
• Fully comply with all company Health and Safety requirements, including reporting all accidents, near accidents, and hazards.
• Be familiar with and adhere to the practice safeguarding policies, procedures and guidance for both children and adults at risk of abuse or neglect.
• All employees should undertake mandatory safeguarding children, adults, and MCA training (as appropriate to role) including updates and other professional development activities to ensure training compliancy.
• Treat all patients fairly and with respect.
• Provide cover across all sites as required.

This is not an exhaustive list, and it is expected that this role will develop as the business grows.

Person Specification

Experience

• Computer literate in Word and Outlook.
• Good Listening skills and attention to detail and accuracy.
• Professional verbal and written communication skills are essential.
• Excellent command of spoken and written English.
• Able to demonstrate flexibility and adaptability in a changing environment.
• Able to work constructively with internal and external parties to resolve issues.
• Ability to work under pressure while maintaining a positive professional attitude.
• Ability to work as part of the team.
• Able to multi-task.
• Knowledge of medical terminology.

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.