Receptionist/Care Navigator

NHS; Felixstowe; On-site; GBP 20,000 - 25,000; Part time

Job summary

A healthcare practice in Felixstowe is seeking a part-time receptionist/care navigator to join their team. The role involves managing patient calls, handling appointments, and providing excellent customer service. Ideal candidates will have strong interpersonal skills and prior healthcare experience is desirable. This position offers a competitive salary and the opportunity to join the NHS pension scheme.

Benefits

Competitive salary

NHS pension scheme

Qualifications

• Experience of working with the general public, being sensitive in distressing situations.
• Ability to work as part of a team.
• Strong command of written and spoken English.

Responsibilities

• Manage incoming and outgoing telephone calls.
• Handle appointment bookings and follow-up requests.
• Ensure patient records are updated accurately.

Skills

Interpersonal skills

Customer service

Attention to detail

IT skills

Job description

Howard House Surgery in Felixstowe are looking to welcome a reliable receptionist/care navigator with excellent interpersonal and customer service skills, to our join our fantastic team. This position is offered on a part-time basis working over either 3 or 4 days a weekfor 23.5 hours. You must be available to work until 18:30 on some days and flexibility is crucial to accommodate training, holidays and occasional sickness.

The receptionist plays a pivotal role in the experience of patients at our practice, helping them to access the right services and dealing with their queries face-to-face, online and by telephone.

General practice is a challenging environment that requires a calm and caring approach with the ability to work under pressure. The ideal candidate will be a highly motivated team player who has customer service/patient experience and offers excellent communication skills.

We plan to hold interviews week commencing 13th October 2025.

Main duties of the job

• Dealing with, as a matter of priority, all telephone calls and making outgoing calls for doctors and others, as required.
• Receiving and recording requests for telephone advice.
• Handling general enquiries for appointments and/or explaining surgery procedures.
• Making new and follow-up appointments.
• Receiving and recording requests for home visits.
• Dealing with all administration relating to notification of the death of a patient.
• Booking appointments and dealing with the administration relating to private medicals e.g., HGV and DVLA medicals etc.
• Receiving and recording messages from other agencies.
• Recording and updating patient records with missing information such as mobile phone numbers and other registration details, missing QOF data.
• Ensuring patients receive reminders if they are due for a regular check such as an annual review, childhood immunisation, chronic disease check, cervical smear.
• Manage demand by ensuring patients are allocated appropriately to appointments and advising patients of other ways of dealing with minor illness.
• Act as chaperone when requested.
• Attend staff meetings as required and participate fully in annual staff appraisal.

About us

We are part of Suffolk Primary Care, which is a group of GP practices delivering patient care across Suffolk.

Howard House Surgery supports in excess of 8500 patients from a diverse range of backgrounds. We have an established team with a strong focus on customer service and on developing staff in order to deliver excellent standards of patient care.

We use SystmOne and askmyGP to facilitate effective and efficient ways of working.

We offer a competitive salary along with other employee benefits, and the opportunity to join the NHS pension scheme.

Job responsibilities

Ifyou would like to find out more information about this role, please see theattached job specification.

Person Specification

Experience

• Ability to work in a polite, confidential and discreet manner, respecting patients and colleagues at all times.
• Experience of working with the general public, being sensitive and empathic in distressing situations.
• Ability to work as part of a team.
• Strong IT and administration skills, with a high level of accuracy and attention to detail.
• You should be able to work calmly and professionally as part of a team, with the ability to multi-task.
• A strong command of written and spoken English with an excellent telephone manner is a must.
• Good time management skills and the ability to follow protocols and or instruction and attention to detail is essential.
• We would love to hear from candidates with healthcare experience.
• Previous medical or healthcare receptionist experience is desirable.

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.