Job summary
The GP Surgery Receptionist / Care Navigator plays a vital role in ensuring patients receive high-quality, efficient, and compassionate care. This frontline position is often the first point of contact for patients, providing a welcoming and professional service both in person and over the phone.
The role combines traditional reception duties with care navigation, helping patients access the right care at the right time. This includes managing appointments, handling enquiries, signposting patients to appropriate services, and supporting clinical teams in the smooth running of the practice.
Main duties of the job
Key responsibilities include:
- Greeting and assisting patients in a friendly and professional manner.
- Managing patient appointments, cancellations, and repeat prescriptions.
- Handling telephone and face-to-face enquiries with empathy and confidentiality.
- Navigating patients to the most appropriate healthcare professional or community service.
- Supporting clinicians with administrative tasks to improve patient flow and access.
- Maintaining accurate records and updating patient information in line with data protection standards.
- Working collaboratively as part of the practice team to ensure a high standard of care.
This role requires excellent communication skills, strong organisational abilities, and a patient-centred approach. The GP Surgery Receptionist / Care Navigator is instrumental in enhancing patient experience and supporting the delivery of primary care services.
About us
We are a friendly and well-established GP practice based in Dagenham, serving a patient population of around 7,000. The practice is run by two dedicated GP Partners and supported by a strong, multidisciplinary team.
Our clinical team includes GPs, Practice Nurses, Healthcare Assistants, a Phlebotomist, a Pharmacist, and Care Coordinators, all working together to provide high-quality care for our patients. We pride ourselves on a collaborative approach, ensuring patients have access to the right care, from the right professional, at the right time.
Behind the scenes, we are supported by a robust and efficient administration and reception team, who play a key role in keeping the practice running smoothly and ensuring an excellent patient experience.
As a practice, we value teamwork, patient-centred care, and continuous improvement. We offer a supportive environment for both staff and patients and are proud of the strong relationships we have built within our community.
Job description
Job responsibilities
Job Title: GP Surgery Receptionist / Care Navigator
Location: Dagenham
Reports to: Reception Manager / Practice Manager
Job PurposeThe GP Surgery Receptionist / Care Navigator is the first point of contact for patients and visitors, providing a professional, efficient, and friendly service. The role combines reception duties with care navigation, helping patients access the most appropriate care and services in a timely manner.
The post-holder will contribute to the smooth running of the practice by managing patient enquiries, supporting clinicians, and ensuring excellent communication across the practice team.
Key ResponsibilitiesReception Duties:
-
Welcome patients and visitors in a professional and caring manner.
-
Manage telephone calls, emails, and face-to-face enquiries promptly and efficiently.
-
Book, amend, and cancel patient appointments using the clinical system.
-
Process repeat prescription requests in line with practice protocols.
-
Maintain patient confidentiality and follow data protection procedures at all times.
-
Handle incoming and outgoing correspondence, including scanning and filing documents.
Care Navigation:
-
Assess patient needs and signpost them to the most appropriate clinician or service (GP, nurse, pharmacist, community service, etc.).
-
Support patients in accessing digital services such as online appointment booking and prescription ordering.
-
Provide information and guidance to patients about available NHS and community resources.
-
Work closely with clinicians and care coordinators to improve patient access and experience.
Administrative Support:
-
Assist in maintaining accurate and up-to-date patient records.
-
Support clinical staff with administrative tasks to ensure efficient workflow.
-
Participate in practice meetings and contribute to service improvement initiatives.
-
Uphold health and safety standards within the reception area.
Person SpecificationEssential:
-
Excellent communication and interpersonal skills.
-
Ability to remain calm and professional under pressure.
-
Strong organisational and multitasking abilities.
-
Competent IT skills with experience using office software and clinical systems (training provided).
-
A caring, patient-focused approach with a commitment to confidentiality.
Desirable:
-
Previous experience in a healthcare or customer service environment.
-
Knowledge of NHS services and care pathways.
-
Ability to work effectively as part of a team and independently.
Emis WEB trained
Job description
Job responsibilities
Job Title: GP Surgery Receptionist / Care Navigator
Location: Dagenham
Reports to: Reception Manager / Practice Manager
Job PurposeThe GP Surgery Receptionist / Care Navigator is the first point of contact for patients and visitors, providing a professional, efficient, and friendly service. The role combines reception duties with care navigation, helping patients access the most appropriate care and services in a timely manner.
The post-holder will contribute to the smooth running of the practice by managing patient enquiries, supporting clinicians, and ensuring excellent communication across the practice team.
Key ResponsibilitiesReception Duties:
-
Welcome patients and visitors in a professional and caring manner.
-
Manage telephone calls, emails, and face-to-face enquiries promptly and efficiently.
-
Book, amend, and cancel patient appointments using the clinical system.
-
Process repeat prescription requests in line with practice protocols.
-
Maintain patient confidentiality and follow data protection procedures at all times.
-
Handle incoming and outgoing correspondence, including scanning and filing documents.
Care Navigation:
-
Assess patient needs and signpost them to the most appropriate clinician or service (GP, nurse, pharmacist, community service, etc.).
-
Support patients in accessing digital services such as online appointment booking and prescription ordering.
-
Provide information and guidance to patients about available NHS and community resources.
-
Work closely with clinicians and care coordinators to improve patient access and experience.
Administrative Support:
-
Assist in maintaining accurate and up-to-date patient records.
-
Support clinical staff with administrative tasks to ensure efficient workflow.
-
Participate in practice meetings and contribute to service improvement initiatives.
-
Uphold health and safety standards within the reception area.
Person SpecificationEssential:
-
Excellent communication and interpersonal skills.
-
Ability to remain calm and professional under pressure.
-
Strong organisational and multitasking abilities.
-
Competent IT skills with experience using office software and clinical systems (training provided).
-
A caring, patient-focused approach with a commitment to confidentiality.
Desirable:
-
Previous experience in a healthcare or customer service environment.
-
Knowledge of NHS services and care pathways.
-
Ability to work effectively as part of a team and independently.
Emis WEB trained
Person Specification
Knowledge & skills
Essential
- Personal Qualities
- Reliable, punctual, and committed to providing high standards of service.
- Positive, can-do attitude with a willingness to support colleagues.
- Patient-centred approach, putting the needs of patients at the heart of daily work.
- Professional appearance and conduct at all times.
Desirable
- Previous experience in a healthcare, reception, or customer service role.
- Knowledge of NHS services and local care pathways.
- Experience using GP clinical systems (e.g., EMIS, SystmOne, Vision).
- Understanding of safeguarding and patient confidentiality in a healthcare setting.
- Ability to use initiative and problem-solve in a busy environment.
- Multilingual skills to support communication with a diverse patient population.
Qualifications
Essential
- Essential
- Good standard of general education (e.g., GCSEs or equivalent in English and Maths).
- Competent IT literacy, with the ability to use Microsoft Office and learn new software systems.
- Willingness to undertake relevant training (e.g., safeguarding, data protection, care navigation).
Desirable
- Desirable
- NVQ Level 2/3 in Customer Service, Business Administration, or Health & Social Care.
- Previous training or experience in medical reception, administration, or healthcare environment.
- First Aid or CPR training.
- Knowledge of clinical systems such as EMIS
Experience
Essential
- Previous experience in a customer service, administration, or reception role.
- Experience dealing with the public in a professional and empathetic manner.
- Ability to handle multiple tasks and prioritise work in a busy environment.
- Experience using IT systems, including email, databases, or scheduling software.
- Desirable:
Desirable
- Previous experience in a healthcare setting, such as a GP practice, clinic, or hospital.
- Familiarity with NHS services and primary care pathways.
- Experience using clinical systems such as EMIS,.
- Experience in care navigation or signposting patients to appropriate services.
- Experience maintaining confidential patient records in line with data protection standards.
Person Specification
Knowledge & skills
Essential
- Personal Qualities
- Reliable, punctual, and committed to providing high standards of service.
- Positive, can-do attitude with a willingness to support colleagues.
- Patient-centred approach, putting the needs of patients at the heart of daily work.
- Professional appearance and conduct at all times.
Desirable
- Previous experience in a healthcare, reception, or customer service role.
- Knowledge of NHS services and local care pathways.
- Experience using GP clinical systems (e.g., EMIS, SystmOne, Vision).
- Understanding of safeguarding and patient confidentiality in a healthcare setting.
- Ability to use initiative and problem-solve in a busy environment.
- Multilingual skills to support communication with a diverse patient population.
Qualifications
Essential
- Essential
- Good standard of general education (e.g., GCSEs or equivalent in English and Maths).
- Competent IT literacy, with the ability to use Microsoft Office and learn new software systems.
- Willingness to undertake relevant training (e.g., safeguarding, data protection, care navigation).
Desirable
- Desirable
- NVQ Level 2/3 in Customer Service, Business Administration, or Health & Social Care.
- Previous training or experience in medical reception, administration, or healthcare environment.
- First Aid or CPR training.
- Knowledge of clinical systems such as EMIS
Experience
Essential
- Previous experience in a customer service, administration, or reception role.
- Experience dealing with the public in a professional and empathetic manner.
- Ability to handle multiple tasks and prioritise work in a busy environment.
- Experience using IT systems, including email, databases, or scheduling software.
- Desirable:
Desirable
- Previous experience in a healthcare setting, such as a GP practice, clinic, or hospital.
- Familiarity with NHS services and primary care pathways.
- Experience using clinical systems such as EMIS,.
- Experience in care navigation or signposting patients to appropriate services.
- Experience maintaining confidential patient records in line with data protection standards.
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.
