Medical Receptionist / Care navigator

The Methodist Church in Britain; Birmingham; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Training provided for care navigation

Professional development in a supporte

Regular team meetings to share ideas

Job summary

Albany House Surgery is recruiting a medical receptionist and care navigator to support the front desk and direct patients to the right clinician or service, while handling appointments and processing documentation in EMIS and Docman.

This role requires reception experience in healthcare, strong IT skills, and a firm understanding of confidentiality. You will scan, code and securely store records, manage emails and calls, and coordinate with clinicians and external teams.

Qualifications

• Experience of reception work.
• Experience of working with the general public.
• Experience of working in healthcare.
• Basic IT skills, particularly data entry.
• Good interpersonal skills and written and verbal communication.
• Clear and polite telephone etiquette.
• Planning, organising and meeting deadlines.
• Problem-solving ability.
• Understanding of confidentiality and information governance.

Responsibilities

• Provide the first point of contact for patients and visitors, handling enquiries in person, by phone and online.
• Care navigation: directing patients to the most appropriate clinician or service, inside and outside the practice.
• Scan, code and process clinical documentation in line with practice protocols, keeping data accurate.
• Process appointment requests and register new patients on EMIS.
• Log and assess emergency appointment and home visit requests by urgency, following practice protocol.
• Process repeat prescription requests and handle prescription queries.
• Handle cremation forms and death certificates, notifying relevant departments.
• Monitor the reception email account, E-Consult messages and Docman workflow.
• Answer calls and relay information, following up letters, results, samples and paperwork with clinicians.
• Record and safely store vaccine and medication deliveries.
• Open and secure the premises, and keep the reception area calm, clean and tidy.
• Arrange interpreting services and coordinate with third-party agencies as directed by GPs.

Skills

Reception experience

Public interaction

Healthcare environment experience

IT proficiency

Interpersonal skills

Telephone etiquette

Planning & organisation

Problem solving

Confidentiality & IG awareness

Tools

EMIS

Docman

Microsoft Office

Accurx messaging

Job description

Albany House Surgery is recruiting a medical receptionist and care navigator after a team member reduced their hours. The post combines front-desk reception with care navigation, directing patients to the right clinician or service, and with scanning and coding clinical records. It suits someone with reception and healthcare experience who is comfortable working in EMIS and Docman. Strong IT skills and an understanding of confidentiality are essential.

What the job involves

• Provide the first point of contact for patients and visitors, handling enquiries in person, by phone and online
• Care navigation: directing patients to the most appropriate clinician or service, inside and outside the practice
• Scan, code and process clinical documentation in line with practice protocols, keeping data accurate
• Process appointment requests and register new patients on EMIS
• Log and assess emergency appointment and home visit requests by urgency, following practice protocol
• Process repeat prescription requests and handle prescription queries
• Handle cremation forms and death certificates, notifying relevant departments
• Monitor the reception email account, E-Consult messages and Docman workflow
• Answer calls and relay information, following up letters, results, samples and paperwork with clinicians
• Record and safely store vaccine and medication deliveries
• Open and secure the premises, and keep the reception area calm, clean and tidy
• Arrange interpreting services and coordinate with third-party agencies as directed by GPs

What’s required

Experience

• Experience of reception work
• Experience of working with the general public
• Experience of working in healthcare

Skills & knowledge

• Basic IT skills, particularly data entry
• Good interpersonal skills and written and verbal communication
• Clear and polite telephone etiquette
• Planning, organising and meeting deadlines
• Problem-solving ability
• Understanding of confidentiality and information governance

Other

• Smart, polite and confident manner
• Able to work under pressure and on own initiative
• Team player
• Flexible approach

Nice to have

• Experience of working in primary care or general practice
• Knowledge of EMIS, including booking appointments and running searches
• Knowledge of Docman
• Knowledge of Microsoft Office (email, Word, Excel)
• Knowledge of the Accurx messaging system
• Team management or HR skills
• Strong leadership qualities

What’s offered

• Training provided for care navigation
• Professional development in a supportive team
• Regular team meetings to share ideas and best practice