Patient Care Navigator (Admin Receptionist)

NHS; West Midlands Combined Authority; On-site; GBP 25,000 - 26,000; Full time

Job summary

A leading healthcare organization in West Midlands is seeking an administrative assistant to support medical staff and ensure smooth practice operations. You will handle front-line patient interactions, clerical tasks, and compliance with health and safety protocols. The ideal candidate has GCSEs in English and Maths, is computer literate, and possesses a caring and empathetic approach towards patients. This role offers a permanent full-time contract with a salary of £25,642 per year.

Qualifications

• Essential: GCSEs in English and Maths, numerate, and computer literate.
• Desirable: Graduate level education and computing skills.
• Caring and empathetic approach to patients.

Responsibilities

• Assist with administrative work, clerical duties, and patient reception.
• Ensure practice targets are met by contacting patients for appointments.
• Participate in training and maintain practice’s Health and Safety procedures.

Skills

Computer literacy

Caring approach

Education

GCSEs grade A-C in English and Maths

Graduate

Tools

EMIS Web

Job description

Overview

To assist in the day-to-day running of the organisation providing administrative, clerical, and reception support to the practice team. The appointee will multitask with good timekeeping, organisation, efficiency, professionalism, and the ability to work independently and as part of a team while supporting the delivery of practice policies and procedures. The post holder will help ensure practice targets are met by regularly contacting patients to attend clinics including Smear tests, Diabetes, Vaccinations, New Patient Registrations, Blood Test Clinics, and by pursuing other targets required by the practice.

Responsibilities

• All general office administrative work, assisting the medical secretary with clerical duties, and providing front-line service to patients and trust-related staff at reception.
• Greet patients warmly and remain polite and approachable at all times.
• Support the Clinical & Management team to enable the smooth running of surgeries, clinics & the practice.
• Receive and appropriately direct patients on arrival to the surgery.
• Answer telephone calls, take messages, deal with inquiries, and book appointments with clinicians as appropriate.
• Make and amend appointments for doctors and other clinicians using EMIS Web or other systems used by the practice.
• Explain practice procedures to patients (e.g., complaints procedures) as required.
• File/scan medical records and notes quickly, accurately, and efficiently.
• Maintain a tidy workspace and environment at all times and clear up after yourself before leaving.
• Maintain communication between doctors, nurses, and other practice staff regarding practice matters.
• Ensure consulting rooms, waiting rooms, and offices are clean, tidy, and stocked prior to each surgery session.
• Ensure patient-related forms are available as needed and accessible via the website.
• Support and participate in the practice’s Health and Safety procedures.
• Attend basic life support, safeguarding, and any other training required, as requested by the organisation.
• Ensure security measures are carried out daily (e.g., rooms secured, alarms activated).
• Respect patient confidentiality at all times and comply with data protection legislation.
• Encourage and develop teamwork within the practice; participate in practice and management meetings; support audits and inspections as appropriate.
• Work with doctors, nurses, and managers to improve practice systems for monitoring and measuring performance.
• Ensure Practice Policies are fully implemented; support, manage and train the administrative team; undertake personal development where available.
• Chaperone patients during physical examinations as required, in line with the Chaperone policy.

About Us

At F4HG we are committed to ensuring that all patients receive the best possible care in relation to long-term illnesses by promoting healthy living and encouraging a healthy lifestyle through clinics and education meetings. Patient and Doctor face-to-face appointments are offered, with the option for a doctor to speak with patients by phone for convenience. The aim is to ensure residents in Newham have access to high-quality, local health and social care services. We are dedicated to keeping patients and staff healthy and to providing an extraordinary service.

Job Details

Date posted: 15 September 2025

Salary: £25,642 a year

Contract: Permanent

Working pattern: Full-time

Location: Multiple sites in London (e.g., Stratford and surrounding areas)

Job Description

Responsibilities include undertaking all work proactively, accurately and timely, informing patients of the complaints procedure, logging complaints, recording tasks, completing timesheets, attending practice meetings, and supporting practice development away days. Other duties as requested by partners and managers or as required to facilitate smooth running. Ensure confidentiality and data protection compliance, and participate in audits and practice management meetings.

Person Specification

Qualifications

• Essential: GCSEs grade A-C in English and Maths; literate with numerical ability.
• Desirable: Graduate; Computing skills.

Experience

• Essential: Computer literate with a caring, empathetic approach to patients.
• Desirable: Experience using EMIS Web; Experience in General Practice or the NHS.

Compliance

Disclosure and Barring Service (DBS) check required. This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a DBS disclosure.