Description
As the first point of contact for patients, you will play a key role in delivering excellent customer service and supporting the smooth running of the practice.
Duties include welcoming patients, handling telephone and face-to-face enquiries, responding to emails, processing prescription requests, filing and coding clinical correspondence and referrals, supporting safeguarding processes, undertaking site checks, monitoring stock levels, and helping maintain a safe environment.
Working as part of a team of four, you will contribute to a shared workload and help ensure patients receive the right support at the right time. The role is offered on a split rota of 07:45-13:45 (Week 1) and 13:00-19:00 (Week 2).
Previous experience in a GP practice or similar patient-facing role is essential. Applicants must have 6-12 months' experience and be proficient in EMIS Web. The successful candidate must deliver excellent patient care and customer service while maintaining professionalism and accuracy.
If you are a reliable team player with excellent communication skills, attention to detail and a commitment to patient care, we would love to hear from you.
Main duties of the job
As a Patient Care Navigator / Receptionist / Administrator, you will be the first point of contact for patients and visitors, providing a professional, friendly and efficient service. You will welcome patients, respond to enquiries in person and by telephone, and support patients in accessing the most appropriate services.
The role includes processing prescription requests, responding to emails, filing and coding clinical correspondence, maintaining accurate patient records, processing referrals via NHS e-Referral Service, actioning eConsults as directed by the clinical team, managing appointments, registering new patients, and handling general enquiries.
You will be expected to cover colleagues' absences where required, attend practice meetings, maintain a tidy reception area, support patient recall programmes, and undertake additional administrative tasks as directed by the Practice Manager.
You will support safeguarding processes, undertake site checks, monitor stock levels, report issues appropriately, and help ensure the premises are safe and secure.
Working as part of a team of four, you will share workloads, support colleagues during busy periods, and contribute to a positive, patient-focused environment. Excellent communication skills, attention to detail, flexibility and a commitment to high-quality patient care are essential.
Person Specification
Essential
- Has experience of working within a busy multidisciplinary team.
- Has willingness to learn.
- Has excellent communication and interpersonal skills.
- Demonstrates empathy, patience and professionalism when supporting patients.
- Has strong organisational and administrative abilities.
- Can work accurately under pressure in a fast-paced environment.
- Is IT literate and able to learn new systems quickly.
- Has excellent attention to detail.
- Understands the importance of confidentiality and data protection.
- Is a reliable, flexible and supportive team player.
- Has a minimum of 6 to 12 months' experience working in a GP practice.
- Is trained and proficient in EMIS Web.
Desirable
- Have experience using Docman and NHS clinical systems.
- Have experience processing referrals using the NHS e-Referral Service (e-RS).
- Have previous experience as a Patient Care Navigator, Receptionist or Administrator within Primary Care.
- Have knowledge of GP practice procedures and NHS services.
- Have experience handling prescription requests.
- Have an understanding of safeguarding procedures within a healthcare setting.
- Hold a customer service, business administration or healthcare-related qualification.
- Have experience supporting QOF recalls, patient call and recall programmes.
- Have completed training in information governance, data protection or safeguarding.
- Are able to provide flexible cover for annual leave and sickness absence at short notice.
- Is proactive, uses initiative and can contribute ideas to improve practice processes and patient experience.