Receptionist (Care Navigator)

Job summary As a Receptionist (Care Navigator) at Whitchurch RoadSurgery, you will be a key member of the primary care team, ensuring smoothday-to-day operations of the practice.
The role goes beyond traditionalreception duties, as you will assist patients by navigating them to theappropriate care, be it with the GP, nurse, or other health professionals.
Youwill play a pivotal role in enhancing patient experience by managingappointments, signposting services, and providing clear communication.
Main duties of the job Key Responsibilities- Welcome and assistpatients upon arrival at the surgery.- Provide generalinformation and respond to patient queries in person and over the phone.- Manage patientcheck-in using the practice's clinical system (, EMIS, Vision)- Appointment Management:- Schedule, amend,and cancel appointments for GPs, nurses, and other clinicians.- Monitor and manageonline appointment systems, including telephone triage.- Ensure patientsare directed to the appropriate healthcare professional or service (CareNavigation).- Care Navigation: - Identify patients'needs and direct them to the most suitable resource, whether within thepractice (, nurse, pharmacist) or external services (, physiotherapy,mental health support).- Ensure efficientuse of clinical time by reducing inappropriate GP appointments- Administrative Duties:- Handle repeatprescription requests and routine paperwork, ensuring accuracy.- Manage incomingand outgoing mail, referrals, and other administrative documents.- Update patientrecords and ensure accurate data input, maintaining confidentiality at alltimes- Communication:- Liaise withpatients, GPs, nurses, and other clinical staff to ensure clear and efficientcommunication.- Handle patientcomplaints and concerns professionally, escalating where necessary.- Patient Confidentiality:- Uphold strictconfidentiality policies regarding all patient information, in compliance withNHS guidelines and GDPR regulations.
About us Whitchurch Road Surgery is a well-established GP practice committed to delivering high-quality primary healthcare services to the local community.
Located in a convenient area, the surgery offers a range of medical services aimed at promoting the health and well-being of patients.
With a dedicated team of GPs, nurses, healthcare assistants, and administrative staff, the surgery prides itself on providing patient-centered care in a welcoming and supportive environment.
Job description Job responsibilities Whitchurch Road Surgery is seeking a friendly, organized,and proactive Receptionist (Care Navigator) to join our dynamic team.
This keyrole involves not only traditional reception duties but also the important taskof helping patients navigate the range of services available within ourpractice and the wider healthcare system.
The ideal candidate will haveexcellent communication skills, a compassionate approach, and a commitment todelivering outstanding patient care.Key Responsibilities- Patient Reception: - Serve as the first point of contact for patients, ensuring a warm andprofessional welcome.
- Manage incoming phone calls andface-to-face inquiries, addressing questions and resolving concernspromptly.
- Appointment Scheduling: - Handle appointment bookings,amendments, and cancellations via the practices clinical systems (Vision, Emis).
- Manage online appointment requests and support patients in navigating thedigital booking system.
-Care Navigation: - Assess patient needs and signpost to the appropriate clinician or healthcareservice (, GP, nurse, physiotherapy, pharmacy).
- Improve patient flow by ensuring that clinical resources are used effectivelyand that patients receive timely, appropriate care.
- Administrative Tasks: - Process repeat prescriptions, patient registrations, and other essentialdocumentation.
- Ensure patientrecords are updated accurately and maintain confidentiality at all times, inline with GDPR and NHS standards.
- Team Collaboration: - Work closely with clinical and non-clinical staff to support efficientpractice operations and deliver high-quality patient care.Skills and Qualifications- Previous experience in a reception, administration, orhealthcare setting is desirable.- Strong organizational skills, with the ability tomultitask in a fast-paced environment.- Excellent communication and interpersonal abilities, witha patient-focused approach.- Proficiency in using IT systems, with experience inhealthcare software preferred.- Ability to maintain confidentiality and adhere to GDPRregulations.This role offers a rewarding opportunity to make a real difference to patientcare, while working in a supportive, forward-thinking practice over timedepending on practice needs and NHS requirements.
Person Specification Experience Essential 1.
Experience in Customer-Facing Role - Previous experience in a reception, customer service, or administrative role where you dealt directly with the public.
2.
Excellent Communication Skills - Strong verbal and written communication skills, with the ability to interact professionally and empathetically with patients, staff, and healthcare professionals.
3.
IT Literacy - Proficient in using computers and basic software applications such as Microsoft Office (Word, Excel) and email.
- Ability to quickly learn and use clinical systems (, EMIS, Vision).
4.
Organisational Skills - Ability to manage multiple tasks, prioritize workload effectively, and work efficiently under pressure.
5.
Attention to Detail - Accurate data entry and record-keeping skills, with attention to patient details and sensitive information.
6.
Team Player - Ability to work collaboratively in a multidisciplinary team, showing flexibility and a positive attitude.
7.
Confidentiality and Data Protection - Understanding of the importance of maintaining patient confidentiality and adhering to GDPR guidelines.
8.
Compassionate and Patient-Centred Approach - A caring attitude with the ability to handle sensitive patient queries and concerns with empathy and professionalism.
9.
Flexibility - Willingness to work across different shifts, including early mornings, evenings, as required by the surgery.
Desirable 1.
Previous Experience in a Healthcare Setting - Experience working in a GP surgery, hospital, or other healthcare environment with knowledge of medical terminology.
2.
Familiarity with Care Navigation - Previous experience in a care navigator or similar role, with the ability to signpost patients to appropriate healthcare services.
3.
Knowledge of Clinical Systems - Familiarity with clinical management systems such as EMIS or Vision would be highly advantageous.
4.
Knowledge of NHS and Local Healthcare Services - Understanding of the NHS system, including how primary care operates, local healthcare services, and referral pathways 5.
Training in Customer Service or Medical Administration - Relevant qualifications or formal training in customer service, medical administration, or care navigation.
6.
First Aid or Basic Life Support Training - Certification in first aid or basic life support.