Reception/Care Navigator

NHS; Guildford; On-site; GBP 20,000 - 25,000; Full time

Job summary

Join a leading healthcare provider in Guildford as a Care Navigator/Receptionist. This critical role involves being the first point of contact for patients, ensuring they receive timely support and services. The ideal candidate is compassionate, organized, and thrives in a fast-paced environment while striving for quality care in a diverse practice.

Benefits

Competitive salary

Professional development opportunities

Access to NHS Pension Scheme

25 days annual leave plus bank holidays

A supportive and friendly working environment

Qualifications

• Experience of working with a Reception Team preferably within Primary Care.
• Primary Care Experience.
• Knowledge of NHS and working procedures.

Responsibilities

• Ensure patient queries are dealt with efficiently via online, phone, or in-person.
• Cover the reception desk as required.
• Advise patients regarding lab results as directed.

Skills

Reliable

Teamwork

IT skills

Customer service

Education

GCSE grade A to C in English and Maths

Tools

EMIS

AccuRx

Docman

Job description

Join Our Team as a Care Navigator/ReceptionistAre you a compassionate, organised, and customer-focused individual looking to make a real difference in the lives of patients? We are seeking a dedicated Care Navigator/Receptionist to be the first point of contact for our practice. In this vital role, you will provide a welcoming and efficient service to patients, helping them access the right care at the right time while supporting the wider clinical and administrative teams. If you thrive in a fast-paced, patient-centred environment and enjoy working as part of a supportive team, wed love to hear from you.

Main duties of the job

• Ensuring patient queries are dealt with efficiently and effectively whether by online, phone or in person
• When covering the patients queries ensuring calls are answered promptly and in line with practice protocols
• Ensuring all requests for appointments both routine and emergency are signposted correctly using practice training material and the nurse triage system
• To process and promote use of online services such as Footfall, NHS App or Patient Access
• To process repeat prescription requests
• To process out of hours and other reports received directly into the clinical system
• To advise patients re lab results as directed
• Covering the reception desk as required
• To action registrations received either electronically or in person
• To ensure all relevant clinical data is added correctly onto the patients medical record
• To ensure contact details for patients are kept up to date and processing any updated information
• To promote relevant clinics/services to patients
• Contacting patients pro-actively and as requested to invite them in for review/clinics
• To have a thorough knowledge of all practice procedures
• To work in accordance with protocols
• Ensure building security have thorough knowledge of doors/windows/alarm
• Any other tasks allocated by managers
• Provide annual leave cover where required

About us

About Woodbridge Hill Surgery:

Located in the heart of Guildford, Woodbridge Hill Surgery is a well-established practice serving a diverse patient population of 16,200. We are a proud training practice also involved in research, dedicated to supporting the next generation of healthcare professionals. With a focus on delivering comprehensive and compassionate care, we are proud of our collaborative and inclusive approach to healthcare.

What We Offer:

• Competitive salary, commensurate with experience.
• Professional development opportunities and support for ongoing training.
• A supportive and friendly working environment.
• Access to NHS Pension Scheme.
• 25 days annual leave plus bank holidays.

Job responsibilities

Confidentiality:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:

• Using personal security systems within the workplace according to practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Actively reporting of health and safety hazards and infection hazards immediately when recognised
• Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
• Undertaking periodic infection control training (minimum annually)
• Demonstrate due regard for safeguarding and promoting the welfare of children.

Equality and diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

The post-holder will participate in any training programme implemented by the practice as part of this employment, with such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality:

The post-holder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognize peoples needs for alternative methods of communication and respond accordingly

Person Specification

Experience

• Experience of working with a Reception Team preferably within Primary Care.
• Primary Care Experience.
• Working knowledge of EMIS, AccuRx and Docman

Qualifications

• GCSE grade A to C in English and Maths

Skills

• Reliable and responsible.
• Works well within a Team.
• Ability to support colleagues
• Ability to work in a fast and challenging environment.
• Basic IT skills, including Microsoft package, Excel and Word
• Knowledge of NHS and working procedures

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.