Receptionist / care navigator

NHS Scotland; City of Edinburgh; On-site; GBP 18,000 - 22,000; Part time

Job summary

Join NHS Scotland as a Receptionist at Riverside Medical Practice, where you'll be integral to delivering high-quality care to patients. The role offers flexible part-time shifts along with a comprehensive training program and employee benefits, all within a supportive team environment. We're looking for candidates with excellent customer service skills and the ability to provide empathetic and professional support.

Benefits

NHS Employee Assistance Programme

Access to NHS discounts

In-house training programme

Regular paid over-time opportunities

180 hours annual leave plus public holidays

Qualifications

• Proficient in Microsoft Office applications.
• Demonstrable customer service experience.
• Ability to manage sensitive patient information securely.

Responsibilities

• Provide patient support and manage appointment bookings.
• Act as the first point of contact for patients.
• Perform administrative tasks, including handling requests and storing patient records.

Skills

Customer Service

IT Skills

Communication

Organizational Skills

Education

Educational achievement

Job description

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Client:

NHS Scotland

Location:

Edinburgh, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

31db0f4c880c

Job Views:

7

Posted:

17.06.2025

Expiry Date:

01.08.2025

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Job Description:

Riverside Medical Practice, Musselburgh Primary Care Centre, Inveresk Road, Musselburgh EH21 7BP

• Please apply by sending your CV by email
• Part-time
• 8am-6pm or 7am-6pm shifts available (must be able to work 3 full shifts a week)
• Full-time salary £24,754 per annum once probation period completed, pro rata for less than 37.5 hours
• Closing date: Sunday 29 June we may close the role before this if a large number of people apply, so please apply early

'This is a supportive and positive place to work. Its a vibrant, friendly Practice and staff really have a voice here: if I raise things Im listened to. Its a great team, doing great work.' (Riverside staff member)

Were looking for confident, hardworking and reliable people with top quality customer service skills, empathy and strong IT ability to join our busy Reception team - and provide the best possible experience to patients

Your ability to quickly understand new information and confidently apply this to your daily interactions with patients will be key to succeeding in this role, along with a strong desire to provide professional, helpful and non-judgmental customer service in every patient contact. Full training in the tasks youll need to do will be provided.

Working in our large, dynamic general practice youll work closely with the rest of our Reception team, Practice Manager, GPs and other Practice health professionals, to make sure that patients get the care they need, with the right person at the right time.

For us, it all starts with our team because every single member of our team helps to provide care to patients. We have a real focus on making this a place where people want to work, with regular team activities and a friendly, supportive team working around you.

Whats in it for you?

• £24,754 once probation period completed, pro rata for less than 37.5 hours
• SPPA (NHS) pension (with continuity if youre an existing SPPA member)
• Access to NHS Employee Assistance Programme
• Access to NHS Blue Light scheme and other NHS discounts
• In-house training programme with additional external training opportunities, which can equip you to develop into a range of General Practice or wider NHS administration roles
• Regular paid over-time opportunities
• Permanent contract
• Weekends and week days off work
• Friendly, supportive line management and wider Practice team
• 180 hours annual leave (if full time) plus 8 public holidays

What youll do

• Support the Practice in delivering high quality care to patients
• Answer calls from patients, families and other health professionals, and manage requests in line with Practice procedures
• Book appointments with a wide range of health professionals at the Practice, and signpost patients to other services, in line with Practice protocols
• Being a welcoming and professional first point-of-contact at the Reception desk, booking in patients for appointments, handing over prescriptions, and managing all other requests and queries for example passing on information about test results
• Complete other administrative tasks including calling patients to arrange appointments and pass on information, and accurately processing prescription requests, new patient registrations/change of details, sicklines and paperwork requests
• Ensure all GP and hospital correspondence is scanned and filed in relevant patients computerised records
• Maintain the customer-facing areas of the Practice
• Participate in daily team huddles, individual performance review and other Practice meetings

This job description is not exhaustive and may be adjusted from time to time.

You must

• Enjoy working with the general public within a busy environment, and have demonstrable customer service skills and experience
• Have strong general IT skills including Microsoft Office applications (Word, Teams, Outlook) and the ability to quickly learn how to use General Practice IT systems
• Have excellent verbal communication skills, with the ability to communicate well with patients of all ages and backgrounds on the phone and in-person, putting each individual patient at ease
• Have a structured approach to de-escalating concerns with an ability to calmly and compassionately manage challenging situations
• Be able to rapidly learn new information and apply this consistently in your daily interactions with patients
• Have good organisational and general administrative skills, with good attention to detail
• Be able to switch quickly between tasks dependent on the demands of the dayHave an ability to use initiative and lateral thinking to provide the best outcome for patients
• Be able to handle sensitive patient information in a confidential way, in line with NHS and Practice requirements, along with other sensitive business information
• Be able to follow Practice protocols including clinical triage protocolHave strong interpersonal and organisational skills, which enable you to develop effective working relationships with the rest of the Practice team.
• Be able to reflect on your own performance, and with support to be able to identify and change your practice if things could have been handled differently for the benefit of patients
• 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
• Have a strong commitment to our efforts to create a positive culture, for the benefit of both patients and staff
• Have existing clearance to work in in the UK
• Be able to demonstrate a good level of educational achievement

Itd be nice (but not essential) for you to have

• Experience of working in General Practice or another NHS customer-facing role
• Experience of General Practice IT systems for example Vision and Docman
• Call centre or similar call handling experience

About us

Riverside Medical Practice is based in Musselburgh, close to both Edinburgh city centre and the beaches of East Lothian. Were a busy surgery with 20,000 patients, located in an area with significant health inequality.

This is an exciting time to join our stable, 50-strong team, whose aim is providing the best possible care to each individual patient with the resources we have available to us.

The Practice is based in a purpose-built health centre with recently refurbished staff kitchen, sun terrace and onsite parking. Tea, coffee and biscuits are always available!This is a well-organised practice, with mature systems and processes in place which allow our team to do their jobs to the very best of their abilities.

We look forward to hearing from you and welcoming you to our team.

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, acting in a way that recognizes the importance of peoples rights, behaving in a manner which is welcoming to every individual, non-judgmental and respectful of their circumstances, feelings and priorities.

- Urban Practice