Receptionist / Care Navigator

Hampshire and Isle of Wight Healthcare NHS Foundation Trust; Forton; On-site; GBP 20,000 - 25,000; Full time

Job summary

A regional healthcare provider in Forton is seeking a Receptionist/Care Navigator to join their GP Surgery teams. In this vital role, you will serve as the first contact for inquiries, handling phone calls, booking appointments, and supporting healthcare professionals. The ideal candidate should have excellent communication skills and the ability to work in a busy environment. Opportunities for career development in a compassionate healthcare setting are provided.

Benefits

Career development opportunities

Training and support

Collaborative working environment

Qualifications

• Proven communication skills for answering calls and interacting with patients.
• Ability to prioritize tasks in a fast-paced environment.
• Experience using electronic patient records (e.g., Systm1) is preferred.

Responsibilities

• Act as the first point of contact for patient enquiries.
• Manage phone calls and reception duties.
• Book, cancel, and manage patient appointments.

Skills

Communication skills

Customer service

Teamwork

Attention to detail

Systm1 proficiency

Job description

We are looking to recruit a Receptionist/Care Navigators in our GP Surgery teams. You will work as part of a busy team where you will be the first point of contact for all enquiries. You will be answering the phone to patients, professionals and clinicians and will be a key link within the team. The duties are many and varied and include answering the telephone, covering reception, booking appointments, sorting mail and using Systm1 (an electronic patient record). The post-holder will be part of a motivated team, working to support a range of healthcare professionals, making sure we always deliver the best possible care and experience for our patients. We're currently recruiting for:

• Southampton - The work will involve working in our call centre and on reception at one of our four sites within Southampton. We require somebody with the ability to work a mixture of early shifts with a 7.45 a.m. start and late shifts with a 6.30 p.m. finish. There is also the opportunity to work on a Saturday on a rota basis.
• Gosport - The working hours will be 8-6:30 x3 days a week and 8-6 x1 day a week with a day off., The duties and responsibilities to be undertaken by members of the reception team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Care Navigator Lead, dependent on current and evolving practice workload and staffing levels: Unlock and open surgery ready for business on time. Retrieve signed prescriptions from locked cupboard and place in correct order in script box. Answer the telephone to make, cancel or change patient appointments. Review and action other incoming correspondence including online consultations and emails. Deal with a whole range of enquiries raised by patients plus check in for appointments face to face at the front desk. Deal with any patient issues escalating to Management for any complaints. Cancel clinics under direction from management plus re-booking patients. Meet and greet any visitors coming into the practice. Booking, cancelling, or checking any patients transport requests online. Checking and actioning workflow tasks within the Clinical System. Re-print forms issued on ICE by clinicians. Prepare external post to be sent out via Royal Mail plus internal post to be collected. Check waiting room at intervals during the day for any health and safety issues that may affect users. Follow protocol for shutting surgery at night and preparing for next days business. Ensure security of data at all times.

  Hampshire and Isle of Wight Healthcare NHS Foundation Trust is a newly established organisation, bringing together expertise from across mental health, learning disabilities, community, and physical health services. We are dedicated to delivering compassionate, high-quality, and accessible care to the diverse communities of Hampshire and the Isle of Wight. With over 13,000 dedicated staff working across more than 300 sites, we place patients and staff at the centre of everything we do. Our goal is to create an integrated healthcare system that improves accessibility and ensures more consistent care for patients. By working together, we aim to improve patient outcomes, drive innovation, and meet the unique needs of the populations we serve. Our Trust unites services from Southern Health, Solent NHS Trust, Isle of Wight NHS Trusts community and mental health teams, as well as Hampshire CAMHS, originally part of Sussex Partnership NHS Foundation Trust. This transformation enables us to deliver more seamless care across the region, ensuring that patients receive the right support, in the right place, at the right time. Join us as we embark on this exciting journey to shape the future of healthcare across Hampshire and the Isle of Wight. We are deeply committed to our CARE values of compassion, accountability, respect, and excellence, and offer outstanding opportunities for career development, training, and collaborative working.