Receptionist/Care Navigator

Cardiff and Vale University Health Board; Darwen; On-site; GBP 22,000 - 28,000; Full time

Job summary

Darwen Healthlink is seeking a highly experienced Senior Receptionist/Care Navigator to support the Practice Manager and Leadership team. The role involves overseeing the reception, directing patients to the right services, handling queries, and assisting with administrative tasks across the GP practice.

The post requires strong communication skills, a professional telephone manner, DBS clearance, and the ability to manage rotas, train staff, and resolve issues in a busy primary care environment.

Qualifications

• GCSE level or equivalent is required.
• GCSE Maths and English (C or above) are essential.
• Experience with the general public in a frontline role.
• Experience performing administrative duties in a busy setting.
• Excellent written and verbal communication skills.
• Polite and confident telephone manner.
• Ability to plan, organise, and work as part of a team.
• Flexible and cooperative, with integrity and reliability.
• DBS check required; health care setting experience preferred.

Responsibilities

• Oversee the operational running of the reception and team.
• Direct opening/closing procedures per practice policy.
• Ensure mandatory external training for the team is up to date.
• Prepare weekly staff rotas to maintain adequate staffing.
• Respond to IT issues within the team and monitor daily tasks.
• Direct major complaints to Leadership Team when needed.
• Provide general admin support to clinical staff and reception.

Skills

GCSE Maths

GCSE English

Customer service

Administrative duties

Excellent communication

Telephony skills

Time management

Team player

Policy adherence

DBS clearance

Education

GCSE level or equivalent

Tools

Emis Web

Lexacom

Iplato

Job description

To assist the Practice Manager and Leadership team to oversee the reception/care navigation team as directed. Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephoneMain duties of the job a. To oversee the operational running of the reception and team b. Ensure that the team complies to the opening and closing procedures in the practice according to practice policy c. Ensure mandatory blue stream /external training for the team is up to date and recorded on training spreadsheet d. Complete staff rotas on a weekly basis ensuring the reception team is adequately staffed at all times. e. Respond and solve to IT problems within the team f. Monitor tasks ensuring completion of all daily tasks g. In the absence of the Practice Manager to direct major complaints towards the Leadership Team and oversee and respond to minor complaints h. Produce SEA and record appropriately on GP teamnet Alert Practice Manager or Leadership Team to any problems that could affect the safety of the Practice a. Direct any staff concerns (either about or from) toward the Practice Manager or Office Supervisor b. Compete any relevant training required and keep up to date with policies and procedures. c. Update Reception procedures with approved content from Practice Manager, General reception duties Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice. Deal with all general queries, explain procedures and make new and follow up appointments Scanning of patient related documentation and attaching scanned documents to patients healthcare records. Accept test samples from patients and deal with accordingly Support all clinical staff with general administrative tasks as requested Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure administrative procedures are completed. Receiving and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery, including; Relay of GP advice and test results to patients Liaison with external organisations as required Input data into the patients healthcare records as necessary Maintain a clean and tidy working area at all times Maintain adequate stationery stocks within the reception office and consulting rooms Patient notes and correspondence Retrieve and re-file records as required ensure correspondence, report, results etc are filed or scanned promptly and in the correct file Use e‑mail and onward correspondence as required and record and action all incoming faxes Process requests for information I.E SAR and patient online access under the guidance of the team leader Premises Complete opening procedures at the start of the day when first to arrive and make all necessary preparations to receive patients Complete closing procedures at the end of the day ensuring all confidential information is stored away securely and internal lights are off a. Partake in audit as directed by the audit lead b. Support administrative and prescribing staff, providing cover during staff absences c. To support QOF administration team with contacting and inviting relevant patients to the surgery for reviews and procedures

• Educated to GCSE level or equivalent
• GCSE Mathematics & English (C or above)
• E, Experience of working with the general public
• Experience of administrative duties
• Excellent communication skills (written and oral)
• Clear, polite telephone manner
• Effective time management (Planning & Organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving & analytical skills
• Ability to follow policy and procedure
• Polite and confident
• Flexible and cooperative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Flexibility to work outside of core office hours
• Disclosure Barring Service (DBS) check, Experience of working in a health care setting as a Medical Receptionist/Care Navigator in a GP PracticeDarwen Healthlink is a forward thinking, proactive training practice situated within the West Pennine Moors. We are seeking to employ a highly experience motivated Senior Receptionist/Care Navigator, who has ambition, innovative ideas and would like to become a part of our dedicated team of administration staff., Darwen Healthlink is a high QOF achiever and we use Emis Web Clinical System, Lexacom, Remote Access and Iplato. Our patient list size is currently around 15500, patients and we are located in a modern multipurpose Health Centre with a variety of Community based healthcare providers within the building such as Treatment Rooms, Dental, Podiatry, MSK, Audiology and have an onsite Community Pharmacy. The Health Centre is located just off Junction 4 of the M65 providing easy access to the Motorway networksOur practice team consists of 4 GP Partners, 2 Salaried GPs, 1 Advanced Nurse Practitioners, 2 Clinical Pharmacist, 1 Pharmacy Technician, 1 Mental Health Practitioner, 6 Practice Nurses, 1 Healthcare Assistant, 2 Phlebotomists and 1 Practice Manager, who are supported by an effective and professional administrative team who have been provided with training on workflow optimisation and care navigation.