GP Receptionist / Care Navigator

We are seeking an enthusiastic, caring, and empathetic individual to join our well-established Reception team at a busy GP surgery in Deal. You will be the first point of contact for our patients, responsible for managing appointments, answering telephone enquiries, welcoming patients, and ensuring confidentiality at all times.

The ideal candidate will be proficient in IT, well-spoken, and able to work effectively as part of a team. Previous experience in a healthcare role is desirable, but not essential as full training will be provided.

Please note we are unable to act as sponsors.

Main duties of the job

The role includes greeting patients and visitors warmly as the first point of contact, answering incoming telephone calls and handling enquiries efficiently, signing patients in upon arrival, and managing appointment bookings. You will also be responsible for processing requests for repeat prescriptions in a timely manner, keeping patient records up to date, filing documents accurately, and coordinating requests for home visits. Additionally, you will support other administrative tasks as required to ensure the smooth running of the surgery.

About us

We are a busy GP surgery, led by one GP partner, a salaried GP, and supported by three dedicated practice nurses. Together, our team works hard to meet the diverse and ever-changing needs of our patients. We take great pride in delivering excellent patient care and fostering a friendly, welcoming environment for all.

Job responsibilities

This job description is not exhaustive and may be reviewed and updated periodically. You will be expected to carry out any reasonable duties requested from time to time.

Use the computer software programmes appropriately for the benefit of patient care. Troubleshoot basic computer issues, contacting the Help Desk when necessary. Scan letters and medical reports onto the computer system.

Handle and process requests for repeat prescriptions efficiently.

Inform patients of their test results when normal and record information accurately on the computer. Update patient details such as changes of address, telephone number, or name on both paper notes and computer records. Notify the doctor of any home visit requests. Take messages for the doctor and type letters as requested. Administration of petty cash.

Attend practice meetings as required.

Sort, date-stamp, and route incoming external mail appropriately.

Greet patients and visitors warmly upon arrival at the practice.

Open the surgery at the start of the day, disabling the alarm system, and secure the premises by locking up and setting the alarm at the end of the day.

Respond to and redirect patient and visitor enquiries promptly and appropriately.

Maintain and update the computerised appointment system accurately.

Book, amend, and cancel patient appointments as needed.

Set up new patients on the computer system in line with practice protocols.

Ensure consulting rooms are clean, tidy, and stocked with adequate supplies such as examination gloves and forms. Assist with general cleaning duties if the cleaner is absent.

Answer incoming telephone calls and redirect them appropriately.

Maintain both computerised and manual filing systems, ensuring patient notes and other records are up to date.

Work safely at all times in accordance with legislative requirements and the practices policies and procedures.

Person Specification

Qualifications

• GCSE English and Maths at grade C/4 or above, or equivalent.
• Experience working with the public, face to face or by telephone.
• Experience working as part of a team.
• Competent IT skills, including the ability to use email, Microsoft office, and clinical admin systems.
• Good written and communication skills.
• Ability to communicate clearly and professionally with patients, colleagues and external services.
• Ability to remain calm, polite and professional in a busy environment.
• Ability to prioritise workload and manage competing demands.
• Understanding of confidentiality and the importance of patient privacy.
• A satisfactory DBS check, where required for this role.
• Experience working in a GP practice.
• Experience working in primary care or an NHS setting.
• Experience using EMIS Web and Docman.
• Previous experience working in a busy reception or administrative environment.

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.