Reception/Care Navigator

Whitehall Surgery; Ledston; On-site; GBP 18,000 - 22,000; Full time

Job summary

Whitehall Surgery in Wortley Beck Health Centre, Leeds, is seeking a Care Navigator to provide a friendly reception service. You will signpost patients to appropriate services, handle complex queries at first contact, and support both clinical and admin colleagues for smooth clinic operations.

The role involves welcoming patients, booking appointments, managing records, handling signposting, and assisting with administrative duties and triage via System One.

Qualifications

• General education to GCSE pass standard in English and Math
• Windows, Word, Outlook and web browsers skills
• Keyboard skills
• General office experience
• Experience of dealing effectively with the general public
• Experience of making efficient use of booking systems
• Working knowledge of medical terminology and read coding
• Local knowledge of the healthcare system
• Excellent written communication skills
• Ability to work under pressure while maintaining a positive professional attitude
• Ability to work as part of the team or independently

Responsibilities

• To welcome patients presenting either in person or by telephone; ensuring you respond promptly and positively
• Book appointments for patients and cancel appointments where needed
• Support patients in navigating to the most appropriate service, which may include informing patients of external health care providers and online services
• Effectively handle all queries that present at the practice; problem solving, signposting and escalation of matters, as appropriate
• Ensure patient records are accurate and kept up to date
• Initiating contact with and responding to requests from patients, other team members and associated healthcare providers
• Carrying out administrative duties which include scanning, tasks, out of hours reports, new patient registrations, opening and sorting of post (both internal and external), photocopying, updating patient details, data inputting as requested
• Processing medication requests, including issuing repeat medication and appliance items, as well as forwarding patient requests onto the practice pharmacy team/on-call GP Communicating effectively with local pharmacy staff and resolving/investigating any queries they may have
• Processing e-consults via system one and triaging the patient accordingly using signposting where necessary
• Keeping the reception area and notice boards clean, tidy and up to date

Skills

Customer service

Dealing with general public

Excellent written communication

Work under pressure

Teamwork and independent work

Keyboard skills

Education

GCSE English and Maths

Tools

Windows

Word

Outlook

Web browsers

Systmone

Booking systems

Job description

Job summary

Working within our Care Navigator (GP reception) tram, the postholder will help provide a friendly and welcoming service for all patients. The Care Navigator will support patients to access the right health care in a professional and efficient manner. Follow practice processes to actively signpost patients to the most appropriate healthcare service, whilst handling any complex queries and challenging situations in a professional manner, ensuing any issues are resolved where possible, at first point of contact. Assist both clinical and admin colleagues with the smooth running of the reception area.

Main duties of the job

• To welcome patients presenting either in person or by telephone; ensuring you respond promptly and positively


• Book appointments for patients and cancel appointments where needed.


• Support patients in navigating to the most appropriate service, which may include informing patients of external health care providers and online services.


• Effectively handle all queries that present at the practice; problem solving, signposting and escalation of matters, as appropriate.


• Ensure patient records are accurate and kept up to date


• Initiating contact with and responding to requests from patients, other team members and associated healthcare providers.


• Carrying out administrative duties which include scanning, tasks, out of hours reports, new patient registrations, opening and sorting of post (both internal and external), photocopying, updating patient details, data inputting as requested.


• Processing medication requests, including issuing repeat medication and appliance items, as well as forwarding patient requests onto the practice pharmacy team/on-call GP


• Communicating effectively with local pharmacy staff and resolving/investigating any queries they may have.


• Processing e-consults via system one and triaging the patient accordingly using signposting where necessary.

About us

hitehall Surgery is a forward-thinking NHS General Practice located within Wortley Beck Health Centre, providing high-quality, patient-centred healthcare to our local community. The practice is committed to delivering safe, effective, and compassionate care while ensuring services are accessible, responsive, and tailored to meet patient needs.

Serving approximately 8,900 registered patients, Whitehall Surgery provides a wide range of primary care services, including general medical consultations, long-term condition management, preventative healthcare, and support for patients with complex needs.

Our dedicated team of GPs, healthcare professionals, and administrative staff work collaboratively to deliver excellent standards of care. We are committed to ensuring patients feel valued, listened to, and involved in decisions about their healthcare.

The practice continually strives to improve services through innovation, effective use of technology, and quality improvement initiatives. We promote digital access, patient choice, strong clinical governance, confidentiality, and equality across all areas of our work.

Our vision is to provide accessible, compassionate, and responsive primary care services that support the health and wellbeing of every patient registered with Whitehall Surgery.

• To welcome patients presenting either in person or by telephone; ensuring you respond promptly and positively.


• Book appointments for patients and cancel appointments where needed.


• Support patients in navigating to the most appropriate service, which may include informing patients of external health care providers and online services.


• Effectively handle all queries that present at the practice; problem solving, signposting and escalation of matters, as appropriate.


• Ensure patient records are accurate and kept up to date


• Initiating contact with and responding to requests from patients, other team members and associated healthcare providers.


• Carrying out administrative duties which include scanning, tasks, out of hours reports, new patient registrations, opening and sorting of post (both internal and external), photocopying, updating patient details, data inputting as requested.


• Processing medication requests, including issuing repeat medication and appliance items, as well as forwarding patient requests onto the practice pharmacy team/on-call GP Communicating effectively with local pharmacy staff and resolving/investigating any queries they may have.


• Processing e-consults via system one and triaging the patient accordingly using signposting where necessary.


• Keeping the reception area and notice boards clean, tidy and up to date.

Job responsibilities

• To welcome patients presenting either in person or by telephone; ensuring you respond promptly and positively.


• Book appointments for patients and cancel appointments where needed.


• Support patients in navigating to the most appropriate service, which may include informing patients of external health care providers and online services.


• Effectively handle all queries that present at the practice; problem solving, signposting and escalation of matters, as appropriate.


• Ensure patient records are accurate and kept up to date


• Initiating contact with and responding to requests from patients, other team members and associated healthcare providers.


• Carrying out administrative duties which include scanning, tasks, out of hours reports, new patient registrations, opening and sorting of post (both internal and external), photocopying, updating patient details, data inputting as requested.


• Processing medication requests, including issuing repeat medication and appliance items, as well as forwarding patient requests onto the practice pharmacy team/on-call GP Communicating effectively with local pharmacy staff and resolving/investigating any queries they may have.


• Processing e-consults via system one and triaging the patient accordingly using signposting where necessary.


• Keeping the reception area and notice boards clean, tidy and up to date.


• Taking payments for private documents from patients and providing receipts


• Support all clinical staff with general tasks as required.


• Attend and positively contribute to team meetings.


• To be able to work with people from a wide variety of cultures and backgrounds, and people with disabilities and learning difficulties, and to be able to communicate with them (and, when necessary, their carers) appropriately to facilitate their care and understanding of their care within the service.


• Treat all patients fairly and with respect.


• Fully comply with all company Health and Safety requirements, including reporting all accidents, near accidents, and hazards.


• Provide cover as required

Person Specification

Qualifications

Essential

• EDUCATION, SKILLS, EXPERIENCE, OTHER APTITUDES


• General education to GCSE pass standard in English and Math


• Windows, Word, Outlook and web browsers skills


• Keyboard skills


• General office experience


• Experience of dealing effectively with the general public


• Experience of making efficient use of booking systems


• Working knowledge of medical terminology and read coding


• Local knowledge of the healthcare system


• Excellent written communication skills


• Ability to work under pressure while maintaining a positive professional attitude


• Ability to work as part of the team or independently

Desirable

• Experience of working in primary care


• Experience of working in a GP practice


• Experience working with Systmone

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.

Employer details

Employer name: Whitehall Surgery

Address: 1st Floor Wortley Beck Health Centre, Ring Road, Leeds, West Yorkshire, LS12 5SG, United Kingdom

Employer's website: Apply through our website

Employer contact details

For questions about the job, contact:

Practice Manager

Kelly Smith

[e-mail]

01134677533