Air Balloon Surgery

Care Navigator (Receptionist)

The closing date is 01 February 2026

Job summary

An opportunity to join the fantastic Air Balloon Surgery team who have a reputation for being very friendly, welcoming and supportive to those directly working in the practice and those we work with across the health and social services community.

The role of Care Navigator is critical in the provision of services and ensuring that patients are able to access the most appropriate services for their needs, and will include a range of face to face, telephone and administrative work.

This vacancy has arisen following the resignation of a member of the team, who is leaving to pursue clinical training elsewhere.

Please read on and see our attached Practice Profile, job description and person specification for more details about us, the job, the hours and pay, and how to apply.

NO AGENCIES - emails from employment agencies will be ignored.

Main duties of the job

In the role of Care Navigator you would be working within the fantastic and dedicated Care Navigator team to provide responsive and professional reception and patient navigation services to our 13,600 or so patients. The team currently comprises 12 care navigators who all work a range of part time working patterns. The surgery is currently open to the public from 08.00-18.30 Monday to Friday. Our Care Navigation (Reception) services are normally based in reception on the ground floor and in the Care Navigator room or triage room on the first floor, and all Care Navigators spend time working in all areas, covering a range of face to face, telephone and administrative tasks.

To be successful in this role, we would expect candidates to have experience of working within a busy reception, service or customer-focused environment, have excellent interpersonal skills, able to demonstrate a high standard of language and IT literacy, attention to detail, and the ability to remain calm under pressure. While primary care experience and knowledge of Emis Web may be an advantage, it is not essential as full training would be provided.

About us

We are a well established enterprising General Practice based in St George about three miles from the city centre in the East part of Bristol. We are a large and lively team committed to providing excellent patient care but also with a firm commitment to personal and professional development.

We are proud to have been described as a friendly, welcoming, warm bunch of amazing people.

Date posted

24 January 2026

Pay scheme

Other

Salary

£12.73 an hour Increase to £12.98 on completion of probation

Contract

Permanent

Working pattern

Part-time

Reference number

A0104-26-0000

Job locations

Air Balloon Surgery

Kenn Road

Bristol

BS5 7PD

Job description

Job responsibilities

The purpose of this post is to provide Care Navigator (Receptionist) services for the practice.

General Duties

Sign-post patients appropriately to practice services in accordance with the navigation Standard Operating Procedures.

Carry out all duties within the policies and procedures established by the Practice.

Carry out all duties within the requirements of Health & Safety legislation, and ensure that due regard is given to the safety and security of other members of staff, patients and property.

Use the computer system to assist with the efficient execution of duties.

Liaise with all other staff working with the Practice as necessary.

Carry out other tasks and duties from time-to-time or on a day-to-day basis as required and directed by the management team.

Assist with routine administrative tasks from other departments.

Initiate contact with and respond to requests from patients, other team member and associated healthcare agencies and providers.

To undertake specific assigned tasks, project support, or development / change work which may arise from time to time, under the direction of the relevant line manager.

Participate in development plans for the practice and their implementation.

Provide reception, sign-posting and administrative support for seasonal and/or exceptional public health campaigns such as, but not limited to, mass vaccination clinics.

Reception

Sign-post patients appropriately to practice services in accordance with the navigation Standard Operating Procedures.

Make appointments for patients attending or calling by telephone, using the computer system, and in accordance with the Practices appointment protocols.

Contact patients to make arrangements for appointments and other actions in accordance with instructions of Triage GPs.

Receive telephone requests for home visits.

Receive general telephone enquiries and transfer callers to other surgery staff as appropriate.

Receive requests for repeat prescriptions.

Give out repeat prescriptions to patients and pharmacies attending.

Give out letters, reports, or forms to patients attending, and take payments where applicable in accordance with the navigation Standard Operating Procedures.

Liaison with other members of the practice team for patients attending.

Deal with all enquiries received by telephone or in person, as appropriate.

On occasions when working extended or out of hours sessions, working with the GP on duty, ensure that building is secure, in accordance with Practice Procedure.

Records & Triage

Receive overflow of telephone calls and sign-post patients appropriately to practice services in accordance with the navigation Standard Operating Procedures.

Receive general telephone enquiries and transfer callers to other surgery staff as appropriate.

Receive overflow of telephoned appointment requests and book appointments in accordance with the relevant appointments protocol or Triage GP requests.

Receive telephoned requests for home visits in accordance with the relevant home visits protocol.

Process repeat prescription requests in accordance with the practice procedure.

Processing of GPP workflow and tasks.

Respond to requests for results and other clinical information in accordance with practice policy

Liaise with GPs using the appropriate message system.

Cover in Records and Reception during busy periods or to cover breaks.

General photocopying

Systems Administration & Support

Retrieval and provision of information or documents from practice systems or external bodies as required.

Assist with the cancellation and rebooking of doctor and other clinician appointment sessions as required and as directed by the Assistant Practice Manager or Care Navigator Service Manager.

Take and deal appropriately with incoming telephone calls.

Liaise directly with hospital personnel, labs and other agencies with regard to medical matters.

Liaise directly with patients by telephone or in person with regard to medical and administrative matters.

Working under the direction of other members of the team provide communication service as requested and required.

Please see attached job description for more information.