Medical Receptionist / Care Navigator

NHS; Hebburn; On-site; GBP 18,000 - 25,000; Full time

Job summary

A healthcare practice in Hebburn is seeking a motivated Receptionist to support patient access and ensure efficient service delivery. Responsibilities include greeting patients, managing appointments, handling inquiries, and supporting clinical staff. A commitment to excellent patient care and familiarity with clinical systems like EMIS are essential. This role offers a supportive work environment dedicated to high standards of service delivery.

Benefits

Friendly and supportive work environment

Good terms and conditions

Qualifications

• Friendly and effective communication skills with patients and colleagues.
• Experience in Primary Care or equivalent setting preferred.
• Familiarity with clinical systems and medical terminology is a plus.

Responsibilities

• Provide excellent customer service and manage incoming calls efficiently.
• Book patient appointments and manage scheduling.
• Maintain patient confidentiality while handling queries and complaints.

Skills

Communication skills

Organisational skills

IT skills

Understanding of medical terminology

Ability to work under pressure

Tools

EMIS

Office equipment

Job description

Following a retirement and internal restructure, Ellison View Surgery is seeking a highly motivated team member to support our total triage model at reception level. This rewarding role involves helping patients and care providers access the right care from the most appropriate clinician.

Main duties of the job

Key Responsibilities:

Provide excellent customer service and communication to ensure an efficient and effective service.

Prioritise and manage incoming telephone calls.

Book patient appointments and manage scheduling.

Respond to messages in a timely manner.

Handle general enquiries and verbal complaints professionally.

Deliver pathology results to patients as required.

Meet, greet, and direct patients and visitors.

Support clinicians by responding to their needs.

Input, extract, and update data on clinical and administrative systems.

Liaise effectively with external organisations.

Monitor and check workflow to ensure smooth operations.

Follow practice policies and procedures.

Maintain flexibility to cover holidays and sickness.

Work collaboratively as part of the practice team.

About us

Ellison View Surgery is a GP practice serving approximately 6,000 patients, supported by a skilled and experienced clinical team comprising 3 Partners and 1 salaried GP. The team also includes 2 Practice Nurses, 1 Nursing Associate, 1 Health Care Assistant, and 1 Health Care Support Worker.

Our administration team consists of a mix of enthusiastic Medical Receptionists and experienced Senior Administrators.

We pride ourselves on a friendly, supportive work environment while maintaining high standards of patient care.We value and support our team members with good terms & conditions

Job responsibilities

PURPOSE OF THE POST

To support doctors in providing an effective, efficient, and caring service to the practice population. The post holder will use initiative and a flexible approach to deliver high standards of service, prioritising tasks effectively while maintaining patient confidentiality and professionalism.

ORGANISATIONAL CONTEXT

Ellison View Surgery is located within The Glen Primary Care Centre and serves approximately 6,000 patients.

Team structure:

GP Partners

Practice Manager

Salaried GP's & ANP's

Medical Administrators & Secretaries

KEY RESPONSIBILITIES

Greet, meet, and direct patients and visitors.

Respond to queries, verbal complaints, and telephone/email requests.

Book appointments and manage the appointment system.

Deliver pathology results and general non-clinical advice.

Support clinicians by responding to their needs.

Maintain patient confidentiality and professional boundaries at all times.

Administrative Duties:

Data entry and management on clinical systems, including EMIS and Choose & Book.

Create new patient records and manage registrations.

Scan letters, process electronic tests, and handle patient documentation.

Administer chronic disease clinic recalls.

Use office equipment efficiently (computers, printers, scanners, franking machines).

Monitor workflow, identify backlogs, and elevate issues as appropriate.

Policy & Service Development:

Follow practice policies and procedures at all times.

Contribute to the development and improvement of working systems where appropriate.

Human Resources & Teamwork:

Work collaboratively with colleagues and provide guidance to less experienced staff.

Participate in annual appraisals and attend staff meetings.

Maintain flexibility to cover holidays and sickness.

Handle monies and petty cash in accordance with practice procedures.

Accurately input, extract, and maintain patient data, ensuring confidentiality.

KNOWLEDGE, SKILLS, AND EXPERIENCE

General computer skills and familiarity with office equipment.

Helpful, friendly, and effective telephone and face-to-face manner.

Competent in written and spoken English.

Ability to work under pressure and prioritise workload effectively.

Knowledge of EMIS or other clinical systems and medical terminology.

Commitment to equality, diversity, and inclusion in patient care and team interactions.

WORKING CONDITIONS & EFFORT

Predominantly office-based, with computer work and reception duties.

Occasional exposure to distressed or dissatisfied patients.

Comfortable, well-equipped workstations and staff facilities.

FREEDOM TO ACT

Work with minimum supervision while following practice protocols.

Use initiative while having access to support and advice as needed.

Person Specification

Experience

• Friendly, professional, and effective communication skills.
• Good organisational skills and the ability to work under pressure.
• Competent IT skills and familiarity with office equipment.
• Commitment to providing excellent patient care and supporting colleagues.
• Previous experience of working in Primary Care or equivalent setting
• Previous experience with EMIS or other clinical systems
• Understanding 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.