Receptionist / Care Navigator

Job summary

Bramley Village Health and Wellbeing Centre is looking for a Care Navigator for up to 30 hours per week, based predominantly at our Middleton Park Surgery site (LS10 4HT).

The Care Navigator is a key front-line position responsible for managing the first impressions of the practice. This role involves greeting patients, managing communication between patients and medical staff, and facilitating patient access to appropriate healthcare services efficiently. The Care Navigator plays a crucial role in guiding patients through the complexities of healthcare interactions, ensuring they receive timely and appropriate care.

Key responsibilities include:

1. Scheduling appointments
2. Managing patient records
3. Answering phone calls
4. Providing patients with information about healthcare services

The Care Navigator will ensure that all patient interactions are handled with empathy and efficiency, maintaining confidentiality and compliance with healthcare regulations. This position requires excellent communication skills, strong organisational abilities, and a patient-centric approach to service delivery.

Main duties of the job

Front Desk Management:

1. Appointment booking
2. Telephone Enquiries
3. eConsultations: Process eConsultations received.
4. Patient Records Management
5. Summarising:
6. Coding and scanning
7. Any other administrative work as required.

Healthcare Provider Liaison

1. Resource Navigation
2. Patient Follow-Up
3. Resource Management
4. Safety Protocols
5. Feedback Collection
6. Service Enhancement Initiatives
7. Training Participation
8. Knowledge Upgrading

About us

Middleton Park GP Surgery is one of 3 surgeries across Leeds that form Bramley Village Health and Wellbeing Centre. The surgery provides care to over 7000 patients in the local area, and also assists the wider surgery population of 17,000 patients.

Bramley Village Health and Wellbeing Centre is managed by The Fuller and Forbes Healthcare group who provide care to over 120,000 patients. More information about our organisation can be found here: www.fullerandforbeshealthcaregroup.com

We are currently looking to expand our administration and care navigation team by recruiting enthusiastic and committed staff members who are focused on improving the care provided by the surgeries.

Date posted: 24 April 2025

Pay scheme: Other

Salary: £12.21 an hour Plus 50p per hour discretionary sick pay bonus

Contract: Permanent

Working pattern: Part-time

Reference number: A2381-25-0011-Leeds

Job locations

Middleton Community Health Centre
Middleton Park Avenue
Leeds
LS10 4HT

Bramley Village Health and Wellbeing Centre,
16 Highfield Road,
Bramley, Leeds
West Yorkshire
LS13 2BL

Cottingley Health Centre
115 Cottingley Approach
Leeds
LS11 0HJ

Job description

Role duties

Patient Interaction and Support:

1. Front Desk Management: Greet patients upon arrival, verify their information, and direct them to appropriate departments. Ensure a welcoming and respectful environment for all visitors.
2. Appointment booking: Efficiently manage appointment scheduling using the practices systems; adjust schedules as needed to accommodate patient needs and maximise resource utilisation.
3. Telephone Enquiries: Handle incoming calls, provide information to callers, take messages, or redirect calls to appropriate staff members.

Administrative Responsibilities:

1. eConsultations: Process eConsultations received.
2. Patient Records Management: Maintain and update patient records with accuracy. Ensure all patient interactions and transactions are logged promptly and comply with legal and privacy requirements.
3. Summarising: Summarisation of medical records as required.
4. Coding and scanning: Scan and code patient correspondence.
5. Any other administrative work as required.

Communication and Coordination:

1. Healthcare Provider Liaison: Act as a liaison between patients and healthcare providers. Ensure that communication is clear and that patients understand their schedules, treatment plans, and any preparatory steps for appointments.
2. Resource Navigation: Guide patients to access various healthcare resources available to them, including special clinics, educational sessions, and community services.
3. Patient Follow-Up: Conduct follow-ups with patients regarding future appointments, treatment plans, and healthcare management strategies.

Facility Support:

1. Resource Management: Manage front-office supplies and ensure that patient areas are stocked with necessary items like forms, brochures, and informational materials.
2. Safety Protocols: Maintain cleanliness and safety of the reception area, complying with health and safety guidelines to ensure a safe environment for patients and staff.

Quality Improvement:

1. Feedback Collection: Collect and compile patient feedback to identify areas for improvement in front desk operations and patient care coordination.
2. Service Enhancement Initiatives: Participate in initiatives aimed at enhancing patient satisfaction and improving service delivery effectiveness.

Professional Development:

1. Training Participation: Engage in ongoing training to enhance skills related to patient care, technology use, communication, and administrative management.
2. Knowledge Upgrading: Stay updated on new healthcare regulations, insurance policies, and patient care technologies to continually improve service quality.

Miscellaneous:

The Practice recognises that the role above is wide and varied is evolving in nature. Therefore, this job description is not intended to be exhaustive and there will be other tasks and duties that the post holder will be expected to perform within what is ordinarily expected of this role.

Person Specification

Qualifications Essential:

• Core GCSEs; additional training in customer service, administration, or related field is preferred

Experience Essential:

• Proven experience in a receptionist or customer service role preferably in a healthcare setting
• Experience with medical terminology and understanding basic healthcare operations is beneficial
• Technical Skill: Proficiency in using medical office software including patient management systems and SystmOne.
• Strong computer skills including proficiency with Microsoft Office applications particularly Word and Outlook.

Communication Skills:

• Excellent verbal and written communication skills necessary for interacting effectively with patients and healthcare providers.
• Ability to handle sensitive information confidentially and interact professionally with diverse individuals.

Organisational Skills:

• Exceptional organisational and time management skills able to manage multiple tasks and priorities in a fast-paced environment.
• Detail-oriented with a focus on accuracy and precision especially in scheduling and record-keeping.

Desirable:

• Strong customer service orientation with the ability to remain patient and empathetic while handling patient inquiries and concerns.
• Skills in conflict resolution and ability to manage stressful situations calmly and effectively.
• Flexible and adaptable to change with the ability to quickly learn new systems and adapt to evolving healthcare practices.
• Ability to work effectively as part of a team supporting other staff members and contributing to a collaborative work environment.

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: Fuller and Forbes Partnership

Address: Middleton Community Health Centre, Middleton Park Avenue, Leeds, LS10 4HT

Employer's website: http://bramleyonline.co.uk/