Receptionist/Care Navigator

Leek Health Centre; Leek; On-site; GBP 18,000 - 21,000; Full time

Job summary

Leek Health Centre is hiring a Receptionist/Care Navigator to greet patients, manage appointments, and provide administrative and patient support. You will be the first point of contact, handling enquiries in person, over the phone, and online, while ensuring confidentiality and high-quality service.

The role combines administrative tasks with clinical liaison, requiring clear communication, empathy, accuracy, and teamwork within a busy GP practice.

Qualifications

• Excellent communication skills, empathy and attention to detail.
• Experience using clinical software (EMIS).
• Knowledge of GDPR and data protection.

Responsibilities

• Greet patients and answer enquiries, book and reschedule appointments.
• Record patient information and maintain confidentiality.
• Support clinical staff and coordinate clinics and referrals.
• Process payments and manage non-NHS duties.
• Handle incoming/outgoing correspondence and maintain records.

Skills

Communication skills

Empathy

Attention to detail

Tools

EMIS

Docman

AccuRx

Job description

We are recruiting for a Receptionist/Care Navigator for up to 37.5 hours per week (full-time and part-time applications will be considered) on an initial fixed-term contract of 3 to 6 months, with the possibility of an extension subject to review. A GP Receptionist/Care Navigator plays a vital role in the smooth running of a medical practice. They are the first point of contact for patients whether in person, on the phone, or via digital communication and ensure that patients receive a friendly, efficient, and professional service. This role combines administrative duties with patient support, requiring excellent communication skills, empathy, and attention to detail.

Patient Reception & Communication

Greet patients and visitors in a courteous and professional manner. Answer telephone calls, respond to patient enquiries, and direct calls appropriately. Book, reschedule, and cancel appointments using the practices clinical system. Register new patients and update existing patient records.

Administrative Duties

Handle incoming and outgoing correspondence (emails, letters, test results). Process prescriptions and repeat medication requests. Manage waiting lists, referrals, and follow-up appointments. Maintain confidentiality and adhere to data protection policies (GDPR).

Support to Clinical Staff

Liaise with doctors, nurses, and other healthcare professionals to ensure smooth workflow. Prepare patient notes, files, and documents for consultations. Assist in coordinating clinics, home visits, and specialist appointments.

Systems & Record Keeping

Use clinical software (EMIS) to record and update patient information. Ensure accurate data entry and coding. Handle payments and maintain records for private services or non-NHS work

Job Summary

To provide a point of contact for patients and to act as a focal point of communication between patients, doctors and other medical and clerical staff.

Main Responsibilities

Receive visitors/patients to the practice in a friendly and professional manner at all times. Receive and book requests for appointments from patients via the telephone and face-to-face, into the most appropriate clinic/slot following agreed policies (and using own initiative from time-to-time). Receive and direct patients efficiently so that they can access the appropriate service or healthcare professional without difficulty. Ensure communication to and from patients, other members of the primary health care team and external agencies is processed accurately and within the necessary timescales. Ensure confidentiality of patient information at all times. Explain practice procedures as required to help to resolve any hostility that may occur from patients misunderstanding of services. Update daily GP rota board and unset/set emergency line at start and end of the day. Direct patients to register with the surgery online. Register patients in accordance with practice procedures. Update patient demographic information when changes are identified. Process emails sent to the practice generic email address. Request repeat prescriptions in accordance with the repeat prescribing policy. Promote online access for book of appointments, requesting repeat prescriptions and access to test results. Ensure the reception and waiting area are kept neat and tidy. Setting good examples of and ensuring: time keeping and attendance, appearance, attitude, customer service skills. Completing work in a timely manner whilst adhering to all practice policies and procedures to reduce risk to yourself, colleagues and patients. Close the practice premises in accordance with practice security protocols when required. Act as chaperone during consultations and provide non-medical assistance to simple procedures requested by the clinician.

Reception Desk

Receive samples from patients, adhering to the infection control procedures and ensuring they are labelled with appropriate information and passed to a member of clinical team. Ensure that information that cannot be dealt with on front desk is passed to the most appropriate person. Ensure that stock of patient questionnaires/patient leaflets are sustained.

Administration

Complete office administration in a timely manner, including but not limited to EMIS tasks, Docman, registrations, emails, online access requests etc. Offer general assistance to the management team, practice team, patients and visitors to the practice, either in person or over the telephone. Communicate with patients via telephone, confidential email and AccuRx text messaging service. Support QOF/QIF and enhanced services targets as directed by the Reception Manager or Business Manager. Maintain awareness of target patient groups (i.e GSF, ILCT, Admissions Avoidance). General IT troubleshooting. Ensure own statutory and mandatory training is up to date on an ongoing basis.

We reserve the right to close this vacancy early should we receive a high volume of applications.