Receptionist/Care Navigator in Leek

We are recruiting for a Receptionist/Care Navigator on a temporary 3 to 6 month contract, with the potential for a permanent position for the right candidate. Hours between 25 and up to 37.5 hours per week will be considered. The 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.

Main duties of the job

• 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 practice's clinical system.
• Register new patients and update existing patient records.
• 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).
• 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.
• 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.

About us

We are a friendly GP practice in Leek, with 4 GP Partners, a nursing team including Nurse Practitioners, Practice Nurses and Health Care Support Workers, and a Business and Administration team.

Job responsibilities

• 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.
• 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 online triage system, telephone and face-to-face, into the most appropriate clinic/slot following agreed policies.
• 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.
• 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 booking of appointments, requesting repeat prescriptions and access to test results.
• Ensure the reception and waiting area are kept neat and tidy.
• Complete work in a timely manner whilst adhering to all practice policies and procedures.
• 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.
• Receive samples from patients, adhering to the infection control procedures.
• Ensure that stock of patient questionnaires/patient leaflets are sustained.
• 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).
• Ensure own statutory and mandatory training is up to date on an ongoing basis.

Person Specification

• Basic IT skills.
• Good interpersonal communication skills.
• Good time management.
• Empathy & compassion.
• Team player attitude.
• Knowledge of clinical IT systems (EMIS).

Experience

• Experience of working in a GP practice.

Qualifications

• GCSE (or equivalent) in English and Maths.

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.