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NHS Jobs; Bargoed; On-site; GBP 21,000 - 27,000; Full time

Job summary

South Street Surgery is seeking a friendly Receptionist/Care Navigator to join our team and provide a professional administrative service to patients, clinicians and staff. You will be the first point of contact, assisting patients to access the most appropriate healthcare professional or service with care and discretion.

Key duties include greeting patients, handling enquiries, booking appointments, signposting to services and supporting care navigation, while maintaining patient records and

Qualifications

• Excellent communication and interpersonal skills.
• Good telephone manner and customer service skills.
• Ability to work calmly under pressure in a busy environment.
• Good organisational skills and attention to detail.
• Basic IT skills and ability to learn new systems.
• Ability to work independently and as part of a team.
• Understanding of confidentiality and data protection.

Responsibilities

• Welcome patients and visitors in a courteous and professional manner.
• Deal with patient enquiries face to face and via telephone.
• Book, amend and cancel appointments per practice protocols.
• Signpost patients to the appropriate clinician or service.
• Manage home visit requests and relay information appropriately.
• Process patient arrivals and maintain records.
• Handle messages for clinicians and staff.
• Communicate effectively with patients, carers and external agencies.
• Operate IT systems accurately and report any issues.

Skills

Communication skills

Telephone manners

Customer service

Calm under pressure

Organisational skills

Attention to detail

IT skills

Teamwork

Confidentiality

Data protection

Tools

EMIS Web

Job description

South Street Surgery Job Title Receptionist / Care Navigator Responsible To Practice Manager

Job Purpose To provide a professional, efficient and friendly reception and administrative service to patients, doctors, nursing staff and the wider practice team. The Receptionist/Care Navigator will act as the first point of contact for patients, helping them access the most appropriate healthcare professional or service in a timely manner whilst ensuring confidentiality and excellent customer care at all times.

Main Duties and Responsibilities

Reception Duties

• Welcome patients and visitors to the surgery in a courteous and professional manner.
• Deal with patient enquiries both face to face and via telephone.
• Book, amend and cancel appointments in accordance with practice protocols.
• Signpost patients to the most appropriate clinician, healthcare professional or external service.
• Manage requests for home visits and relay information appropriately.
• Process patient arrivals and maintain accurate appointment records.
• Receive and accurately record messages for clinicians and other members of the practice team.
• Handle difficult or sensitive situations calmly and professionally.

Care Navigation

• Support patients in accessing the right service at the right time.
• Use agreed care navigation protocols to direct patients appropriately.
• Promote and encourage the use of online services where suitable.
• Provide information regarding practice services and local healthcare services.

Administrative Duties

• Process incoming and outgoing correspondence.
• Scan and file documents accurately within the clinical system.
• Process prescription requests in line with practice procedures.
• Maintain accurate patient records and update demographic details when required.
• Support clinicians and managers with general administrative tasks.
• Action tasks and workflow items within agreed timescales.

Communication

• Communicate effectively with patients, carers, colleagues and external agencies.
• Work collaboratively as part of the wider practice team.
• Maintain confidentiality at all times in accordance with GDPR, practice policy and NHS guidance.

IT and Systems

• Use practice computer systems efficiently and accurately.
• Undertake data entry and administrative processing as required.
• Report any IT or system issues appropriately.

Health & Safety

• Follow practice health and safety procedures at all times.
• Assist in maintaining a safe environment for patients, staff and visitors.
• Report accidents, incidents or hazards promptly.

General Responsibilities

• Attend training and team meetings as required.
• Participate in mandatory training updates.
• Maintain a professional appearance and manner.
• Undertake any other reasonable duties appropriate to the role.

Person Specification

Essential Criteria

• Excellent communication and interpersonal skills.
• Good telephone manner and customer service skills.
• Ability to work calmly under pressure in a busy environment.
• Good organisational skills and attention to detail.
• Basic IT skills and ability to learn new systems.
• Ability to work both independently and as part of a team.
• Understanding of confidentiality and data protection.

Desirable Criteria

• Previous reception or customer service experience.
• Experience working within a GP practice or healthcare environment.
• Knowledge of clinical systems such as EMIS Web.
• Experience of appointment management and care navigation.

Working Conditions

The post holder will be required to work flexibly to meet the needs of the practice. The role may involve periods of prolonged computer and telephone use. Occasional cover for colleagues during sickness or annual leave may be required.

Equality and Diversity

South Street Surgery is committed to equality of opportunity and welcomes applications from all sections of the community.

Confidentiality

In the course of seeking treatment, patients entrust us with sensitive information relating to their health and other matters. Employees must maintain strict confidentiality at all times in accordance with practice policy, GDPR and NHS regulations.

Disclosure and Barring Service (DBS)

This post may be subject to a DBS check in accordance with current legislation and practice requirements.