Medical Reception/Care Navigator

The Methodist Church in Britain; Batley; On-site; GBP 12,000 - 18,000; Part time

Job summary

Grove House Surgery in the United Kingdom is seeking a part-time front-desk and care navigation assistant for 30 hours a week. You will greet patients, answer calls, manage bookings and direct people to the right clinician or service.

The role includes handling repeat prescriptions, updating patient records in SystmOne (including death certificates and cremation forms), processing non-NHS payments, and chaperoning when trained.

Qualifications

• GCSE Grade A-C in English.
• Experience of working in a GP practice.
• Experience of reception work.
• Experience of working in healthcare.

Responsibilities

• Be the first point of contact for patients and visitors in person, by phone and online, managing the flow of patients at reception.
• Navigate patients to the most appropriate clinician, service or pathway, within and outside the practice.
• Manage appointment bookings, cancellations and recalls, and register new patients.
• Record and assess urgency of emergency appointment and home visit requests per practice protocol.
• Process repeat prescription requests and handle prescription queries.
• Answer calls and take, record and forward messages, acting on or redirecting them.
• Monitor E-Consult messages and the reception email account, escalating urgent matters.
• Update patient records through accurate data entry and timely SystmOne tasks.
• Handle post and electronic correspondence, liaising with clinicians on letters, results and samples.
• Handle cremation forms and death certificates, notifying relevant departments.
• Process payments and issue receipts for non-NHS services; accept and record vaccine and medication deliveries.
• Chaperone patients during GP appointments once trained, and arrange interpreting services.

Skills

Strong written and verbal comms

IT skills

Data entry

Telephone etiquette

Time management

Interpersonal skills

Problem solving

Education

GCSE English (A-C)

Tools

SystmOne

Accurx

Patchs

Microsoft Office

Job description

A front-desk and care navigation post at Grove House Surgery, a long-established GP practice with a multidisciplinary team, for 30 hours a week. The role centres on greeting patients, handling calls and enquiries, and directing people to the right clinician or service, alongside appointments, repeat prescriptions and patient records. What sets it apart is the SystmOne work, handling death certificates and cremation forms, and chaperoning once trained. Applicants need prior experience in a GP practice and reception work.

What the job involves

• First point of contact for patients and visitors in person, by phone and online, managing the flow of patients at reception
• Navigate patients to the most appropriate clinician, service or pathway, within and outside the practice
• Manage appointment bookings, cancellations and recalls, and register new patients
• Record and assess urgency of emergency appointment and home visit requests per practice protocol
• Process repeat prescription requests and handle prescription queries
• Answer calls and take, record and forward messages, acting on or redirecting them
• Monitor E-Consult messages and the reception email account, escalating urgent matters
• Update patient records through accurate data entry and timely SystmOne tasks
• Handle post and electronic correspondence, liaising with clinicians on letters, results and samples
• Handle cremation forms and death certificates, notifying relevant departments
• Process payments and issue receipts for non-NHS services; accept and record vaccine and medication deliveries
• Chaperone patients during GP appointments once trained, and arrange interpreting services

Qualifications

• GCSE Grade A to C in English

Experience

• Experience of working within a GP practice
• Experience of reception work
• Experience of working in healthcare

Skills & knowledge

• Strong written and verbal communication
• Proficient IT skills, particularly data entry
• Clear and polite telephone etiquette
• Time management and meeting deadlines
• Excellent interpersonal skills
• Strong problem-solving

Other

• Smart, polite and confident
• Excellent planning and organising
• Able to perform under pressure
• Works on own initiative and self-motivated
• Team player and flexible
• Understands confidentiality and information governance

Nice to have

• Knowledge of SystmOne, including booking appointments and running searches
• Knowledge of Accurx or Patchs messaging
• HR skills, including managing a team
• Experience of SystmOne
• Experience of other healthcare environments
• Experience of working in primary care
• Knowledge of Microsoft Office (email, Word, Excel)