Receptionist / Care Navigator

Job description

Job responsibilities

Practice Location: main site and related branches

Contract Type: Permanent, up to full-time

Hours: Up to 37.5 hours per week

Professional Reporting: Site Lead

Managerial Reporting: Site Lead

ROLE PURPOSE

The Care Navigator role makes an important contribution to patient experience, timely access to care, and the smooth day-to-day operation of the practice.

The Care Navigator will ensure that all patient interactions are handled with empathy and efficiency, maintaining confidentiality and compliance with healthcare regulations. This position requires excellent communication skills, strong organisational abilities, and a patient-centric approach to service delivery.

DUTIES AND KEY RESPONSIBILITIES

Patient access and first contact

Welcome patients and visitors in a professional and helpful manner

Act as a first point of contact for patients attending the practice or calling by phone

Help patients access the most appropriate pathway in line with practice protocol and procedures

Provide clear information to patients about appointments and services

Appointment management and care navigation

Book, amend and cancel appointments accurately using the practices systems

Use structured care navigation to guide safe and consistent decisions

Signpost patients to appropriate internal and external services, including special clinics, educational sessions, and community services

Telephone and online enquiries

Answer telephone calls respectfully and efficiently

Deal with enquiries accurately, including taking and passing on clear messages to the appropriate staff member or team

Process online consultations and other incoming patient requests in line with agreed practice protocols and timescales

Patient records and administrative accuracy

Maintain and update patient records accurately and promptly

Ensure all patient interactions are logged promptly and comply with legal and privacy requirements, as well as practice protocols

Scan and code patient correspondence as required

Summarise medical records as required in line with practice protocols

Undertake any other reasonable administrative duties as required

Communication and coordination

Act as a link between patients and healthcare providers, helping ensure communication is accurate, clear and timely

Support patients in understanding their schedules, treatment plans, and any preparatory steps for appointments

Escalate urgent or complex matters appropriately in line with practice protocols and procedure

Service standards and team contribution

Ensure reception and patient-facing areas are appropriately stocked with relevant forms, brochures and informational materials

Maintain cleanliness and safety of the reception area, complying with health and safety guidelines to ensure a safe environment for patients and staff

Collect and compile patient feedback to identify areas for improvement in front desk operations and patient care coordination

Training, development and compliance

Complete all mandatory training relevant to the role

Engage in ongoing development to maintain and improve skills

Keep up to date with practice procedures and changes relevant to the role

General

This role is varied and may develop over time in response to service need

The post holder will be expected to undertake other duties reasonably required within the scope of the role

KEY OUTCOMES/STANDARDS OF PERFORMANCE

Provide a helpful and professional first point of contact for patients

Support patients to access the most appropriate service

Handle face-to-face, telephone and online enquiries accurately and promptly

Book, amend and manage appointments correctly

Maintain accurate patient records and complete administrative tasks carefully

Communicate clearly with patients and colleagues

Escalate urgent or complex issues appropriately

Maintain confidentiality, professionalism and compliance at all times

Person Specification

Qualifications

Essential

• Educational Background:
• Core GCSEs
• Additional training in customer service, administration, or related field is preferred.

Experience

Essential

• Proven experience in a receptionist or customer service role, preferably in a healthcare setting.
• Experience with medical terminology and understanding basic healthcare operations is beneficial.
• Proficiency in using medical office software, including patient management systems, scheduling tools, and SystmOne.
• Strong computer skills, including proficiency with Microsoft Office applications, particularly Word, Excel, and Outlook.
• Excellent verbal and written communication skills, necessary for interacting effectively with patients, healthcare providers, and insurance companies.
• Ability to handle sensitive information confidentially and interact professionally with diverse individuals.
• Exceptional organisational and time management skills; able to manage multiple tasks and priorities in a fast-paced environment.
• Detail-oriented with a focus on accuracy and precision, especially in scheduling and record-keeping.

Desirable

• Flexible and adaptable to change, with the ability to quickly learn new systems and adapt to evolving healthcare practices.
• Willingness to take on additional responsibilities as needed to support the practice.
• Ability to work effectively as part of a team, supporting other staff members and contributing to a collaborative work environment.
• Experience in supporting a team administratively, including arranging meetings, preparing materials, and facilitating communication.
• Experience in guiding patients through their healthcare journey, providing support and clear instructions regarding healthcare services.
• Competence in managing patient flows, ensuring efficient and satisfactory service delivery.
• Commitment to ethical standards and professionalism, ensuring patient confidentiality and adherence to data protection regulations

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.

Employer details

Employer name

Fuller and Forbes Partnership

Address

Bramley Village Health and Wellbeing Centre

16 Highfield Road

Leeds

LS13 2BL

Employer's website

http://bramleyonline.co.uk/ (Opens in a new tab)