Receptionist/Administrator

The GP Surgery Receptionist/Care Navigator plays a vital role in ensuring patients receive high-quality, efficient, and compassionate care. This frontline position is often the first point of contact for patients, providing a welcoming and professional service both in person and over the phone. The role combines traditional reception duties with care navigation, helping patients access the right care at the right time. This includes managing appointments, handling enquiries, signposting patients to appropriate services, and supporting clinical teams in the smooth running of the practice.

Main duties of the job:

• Greeting and assisting patients in a friendly and professional manner.
• Managing patient appointments, cancellations, and repeat prescriptions.
• Handling telephone and face-to-face enquiries with empathy and confidentiality.
• Navigating patients to the most appropriate healthcare professional or community service.
• Supporting clinicians with administrative tasks to improve patient flow and access.
• Maintaining accurate records and updating patient information in line with data protection standards.
• Working collaboratively as part of the practice team to ensure a high standard of care.

This role requires excellent communication skills, strong organisational abilities, and a patient-centred approach. The GP Surgery Receptionist/Care Navigator is instrumental in enhancing patient experience and supporting the delivery of primary care services.

About us:

We are a friendly and well-established GP practice based in Bethnal Green, serving a patient population of around 14,000. The practice is run by four dedicated GP Partners and supported by a strong, multidisciplinary team. Our clinical team includes GPs, Practice Nurses, Healthcare Assistants, a Phlebotomist, a Pharmacist, and Care Coordinators, all working together to provide high-quality care for our patients. We pride ourselves on a collaborative approach, ensuring patients have access to the right care, from the right professional, at the right time. Behind the scenes, we are supported by a robust and efficient administration and reception team, who play a key role in keeping the practice running smoothly and ensuring an excellent patient experience. As a practice, we value teamwork, patient-centred care, and continuous improvement. We offer a supportive environment for both staff and patients and are proud of the strong relationships we have built within our community.

Job responsibilities:

The GP Surgery Receptionist/Care Navigator is the first point of contact for patients and visitors, providing a professional, efficient, and friendly service. The role combines reception duties with care navigation, helping patients access the most appropriate care and services in a timely manner. The post-holder will contribute to the smooth running of the practice by managing patient enquiries, supporting clinicians, and ensuring excellent communication across the practice team.

Key Responsibilities:

• Welcome patients and visitors in a professional and caring manner.
• Manage telephone calls, emails, and face-to-face enquiries promptly and efficiently.
• Book, amend, and cancel patient appointments using the clinical system.
• Process repeat prescription requests in line with practice protocols.
• Process incoming and outgoing correspondence in line with practice protocol.

Person Specification:

Qualifications: Please see attached job description and person specification. Knowledge of EMISWEB and General Practice Receptionist: Please see attached job description and person specification.

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.