Senior Receptionist/care Navigator

The Methodist Church in Britain; Darwen; On-site; GBP 21,000 - 24,000; Full time

Job summary

Darwen Healthlink in Darwen is seeking a Senior Receptionist/Care Navigator on a one-year fixed-term contract to support the Practice Manager and lead the reception team.

The role involves directing patients to the right service, managing rotas, maintaining training records, handling complaints, and resolving IT issues within the team. A DBS check is required and flexibility to work outside core hours is essential.

Qualifications

• Excellent written and oral communication is required.
• Clear, polite telephone manner.
• Effective time management and planning.
• Good interpersonal, problem-solving and analytical skills.
• Following policy and procedure.

Responsibilities

• Oversee the operational running of the reception and care navigation team.
• Ensure the team follows opening and closing procedures under practice policy.
• Keep mandatory training up to date and recorded on the training spreadsheet.
• Complete weekly staff rotas so reception is adequately staffed at all times.
• Monitor daily tasks to ensure completion.
• Handle minor complaints and direct major complaints to Leadership Team in the Practice Manager's absence.
• Produce SEA reports and record them on GP TeamNet.
• Resolve IT problems within the team.
• Alert the Practice Manager or Leadership Team to any risk to practice safety.
• Receive, assist and direct patients to the appropriate service or healthcare professional.
• Scan patient documents into records, file correspondence, and process SAR and patient online access requests.
• Support clinical and administrative staff, including providing cover during absences.

Skills

Written and oral communication

Telephone manner

Time management

Interpersonal skills

Policy adherence

Education

GCSE level education

GCSE Maths and English grade C or above

Job description

A one-year fixed-term Senior Receptionist/Care Navigator post in the reception and care navigation team at Darwen Healthlink, a training GP practice in a multipurpose health centre. The postholder helps the Practice Manager run the reception team, directs patients to the right service or clinician, and covers rotas, training records and complaints. The practice serves around 15,500 patients from a building shared with dental, podiatry and audiology services, and the post requires flexibility to work outside core office hours. A DBS check is required.

What the job involves

• Oversee the operational running of the reception and care navigation team
• Ensure the team follows opening and closing procedures under practice policy
• Keep mandatory training up to date and recorded on the training spreadsheet
• Complete weekly staff rotas so reception is adequately staffed at all times
• Monitor daily tasks to ensure completion
• Handle minor complaints and direct major complaints to the Leadership Team in the Practice Manager's absence
• Produce SEA reports and record them on GP TeamNet
• Resolve IT problems within the team
• Alert the Practice Manager or Leadership Team to any risk to practice safety
• Receive, assist and direct patients to the appropriate service or healthcare professional
• Scan patient documents into records, file correspondence, and process SAR and patient online access requests
• Support clinical and administrative staff, including providing cover during absences

What’s required

Qualifications

• Educated to GCSE level or equivalent
• GCSE Mathematics and English at grade C or above

Experience

• Experience of working with the general public
• Experience of administrative duties

Skills & knowledge

• Excellent written and oral communication
• Clear, polite telephone manner
• Effective time management and planningGood interpersonal, problem-solving and analytical skills
• Following policy and procedure

Checks & eligibility

• DBS check

Other

• Sensitive and empathetic in distressing situations
• Works well under pressure
• Works as a team member and autonomously
• Flexible, cooperative and motivated
• Integrity, loyalty and a forward-thinking approach
• Flexibility to work outside core office hours

Nice to have

• NVQ Level 2 in Health and Social Care
• Experience working in a GP practice as a medical receptionist or care navigator