Receptionist/Care Navigator

Old Swan Health Centre Group Practice; West Kirby; On-site; GBP 11,000 - 14,000; Part time

Job summary

Old Swan Health Centre Group Practice is seeking a part-time Care Navigator/Receptionist (20 hours per week) to join a busy team serving 9,200 patients. Training provided; no prior GP experience required beyond enthusiasm and customer service skills.

The role focuses on front desk operations, handling calls, signposting to appropriate care, and maintaining patient records with EMIS. Excellent telephone and multitasking abilities are essential.

Qualifications

• Experience in a GP Practice or office environment is desirable.
• Strong IT, communication and customer service skills required.

Responsibilities

• Answer high volume calls in a courteous manner and provide clear information.
• Take notes of patient interactions and document in EMIS using the Ardens template.
• Triages calls after training to direct patients to the correct care.
• Identify urgent issues and alert the appropriate clinician promptly.
• Build strong relationships with team members and healthcare professionals.
• Guide patients to services inside or outside the practice as needed.
• Handle emails, online requests, and scanning/doc forwarding for action.
• Support the pharmacy team with prescription requests and processing.

Skills

Communication

Customer service

Telephone skills

IT

Multitasking

Front desk operations

Tools

EMIS

Ardens Navigation Template

Job description

Old Swan Health Centre Group Practice is looking to recruit a part-time, 20 hours per week Care Navigator/Receptionist to join our busy but friendly team serving 9,200 patients. The ideal candidate will have experience of working in a GP Practice or office environment, along with IT, communication and customer service skills. Previous experience is not essential as training will be provided. This role will be perfect for an enthusiastic, self-motivated person who has a passion for delivering excellent patient care. The successful candidate should be confident, professional with excellent telephone skills and the ability to multi-task in a fast-paced environment. The ideal candidate will have experience working in a GP practice or office environment, along with strong IT, communication, and customer service skills. Previous experience is not essential, as full training will be provided. This role will be perfect for an enthusiastic, self-motivated person who has a passion for delivering excellent patient care. The successful candidate should be confident, professional with excellent telephone skills and the ability to multi-task in a fast-paced environment. The Care Navigator is responsible for the daily operations of the front desk and will be responsible for answering the telephone, scheduling appointments, and performing other administrative duties. Following practice processes to actively signpost patients to the most appropriate healthcare professional and service, whilst handling any complex queries and challenging situations in a professional manner, ensuring issues are resolved where possible at the first point of contact.

KEY DUTIES AND RESPONSIBILITIES:

• Answering high volume calls from our patients, in an efficient and courteous manner, putting patients at ease and providing clear concise information.
• Take clear and concise notes of patients interactions ensuring that these are documented accurately in EMIS using Ardens Navigation Template.
• After appropriate training, triage patient calls using a variety of questioning techniques to develop a full picture of the nature of the patients problem and signpost the patient to the appropriate care.
• Identify potentially serious problems and bring those to the immediate attention of the correct clinician ie doctor, oncall doctor For less serious problems negotiate with the patient and identify an appropriate timeframe for them to be seen and the appropriate professional to see them.
• Building and maintaining strong relationships with all direct team members, clinicians and healthcare professionals in the practice.
• Developing and maintaining an in-depth knowledge and understanding of the services provided in the practice and in the wider health community; be able to use this knowledge to guide the patient to the service, which is most likely to meet their needs, whether inside or outside the practice.
• Deal appropriately with instructions and queries from clinicians and outside agencies.
• Following practice standard operating procedures.
• Dealing with patient requests received via Online and Patchs Responding to email requests received Scanning documents and forwarding for action when required.
• Action tasks received.
• Supporting the pharmacy team with patient prescription requests, both in paper form and over the telephone.
• Processing and issuing of prescriptions within standard timeframes as per practice policy.
• Maintain strict confidentiality in relation to all issues concerned within the service and adhere to the requirements of the Data Protection Act 1984, Information Governance and Caldicott Principles.