Medical Receptionist/ Care Navigator in Manchester

To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include, but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing information and assisting patients as required. To act as the central point of contact for patients, distributing information, messages and enquiries for the clinical team, liaising with multi-disciplinary team members and external agencies such as secondary care and community service providers.

Main duties of the job

• Equality, Diversity and Inclusion: A good attitude and positive action towards Equality Diversity & Inclusion (ED&I) creates an environment where all individuals can achieve their full potential.
• Safety, Health, Environment and Fire (SHEF): This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety.
• Confidentiality: The organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care.
• Induction: At Whitley Road Medical Centre, you will be required to complete the induction programme and the practice management team will support you throughout the process.
• Security: The security of the organisation is the responsibility of all personnel. The post holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager.

About us: We are based in North Manchester, very close to the city centre and we manage a patient list size of 6418 patients. The practice is very friendly and has a supportive administrative and clinical team. Our clinical team currently consists of 3 GP partners, 1 Practice Nurse, 1 Physician Associate, Pharmacist and Pharmacy Tech, 1 Nursing Associate, 1 Healthcare Assistant, Mental Health Practitioners, and a First Contact Physiotherapist. The Admin Team consists of a Practice Manager, Data Manager, Secretary, Office manager and 7 reception staff. We use EMIS Web, Docman, and Accurx and have a "Good" CQC rating with Outstanding for Well Led April 2025 and a high QOF achievement. We are also actively involved with the Primary Care Network and in the training of medical students.

Job responsibilities: All staff at Whitley Road Medical Centre have a duty to conform to the following:

• Quality and Continuous Improvement (CI): To preserve and improve the quality of this organisation's outputs, all personnel are required to think not only of what they do but how they achieve it.
• Learning and development: The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role.
• Collaborative working: All staff are to recognise the significance of collaborative working and understand their own role and scope and identify how this may develop over time.
• Managing information: All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care and presenting and communicating information.
• Professional conduct: All staff are required to dress appropriately for their role.

Primary key responsibilities:

• Maintain and monitor the practice appointment system.
• Process personal, telephone and e-requests for appointments.
• Answer incoming phone calls, transferring calls or dealing with the caller's request appropriately.
• Process and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition.
• Initiate contact with and respond to requests from patients, team members and external agencies.
• Clinically code data on Emis and Docman.
• Photocopy/Scan documentation as required.
• Data entry of new and temporary registrations and relevant patient information as required.
• Input data into patients' healthcare records as necessary.
• Direct requests for information, i.e., SAR, insurance/solicitors letters and DVLA forms to the administrative team.
• Manage all queries as necessary in an efficient manner.
• Carry out system searches as requested.
• Maintain a clean, tidy, effective working area at all times.
• Monitor and maintain the reception area and notice boards.
• Support all clinical staff with general tasks as requested.
• Process repeat prescription requests received by phone, email, fax, post, slips and the online access system, in accordance with practice protocol.
• Produce prescriptions for the GP to sign in an acceptable timeframe.
• Ensure all prescription requests are processed and are ready for collection within a 48-hour timeframe.
• Generate requests for medication on behalf of the patient for non-repeat items.
• Actively encourage patients to reconcile medications to facilitate monthly collections.
• Discuss with patients the requirements, encouraging patients to order only what they require.
• Act upon compliance issues, liaising with the appropriate clinician.
• Ensure medication reviews are arranged by maintaining an accurate recall system.
• Effectively liaise with external services, i.e., district nurses, to ensure medicaments are arranged for housebound patients.
• Input data into the patients' healthcare records as necessary.
• Deal with all prescription related enquiries in a timely manner.
• Record and report adverse effects accurately and appropriately, informing the practice manager immediately.

Qualifications:

• Educated to GCSE Level or Equivalent.
• GCSE Mathematics and English (C or above).
• NVQ Level 2 in Health and Social Care.

Experience:

• Experience with working with the General Public.
• Administration Duties.
• Working in a Healthcare Setting.

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.