Job summary
We are looking for a friendly, experienced receptionist to join our friendly team to cover maternity leave. As a member of frontline staff you will be the first point of contact for our service users and visitors. You will need to be non-judgemental with excellent communication and listening skills.
You must be able to deal objectively and professionally in a calm and approachable manner when liaising with patients, staff, healthcare professionals and outside agencies. Prioritising a busy workload, being a good team player and possessing the ability to deal with a wide range of clerical and administration duties in a busy environment is also required.
Knowledge of the EMIS web system would be an advantage; full training and support would be offered to the successful applicant.
As the biggest provider of GP services in the North West, we are proud to have over 40 practices all rated as Outstanding or Good and we are committed to continually improving the quality of patient services whilst meeting SSP Healths contractual obligations.
We can offer excellent career progression, the chance to work in an innovative environment and the security of knowing our wider SSP Health team is there to support you.
Experience of working in General Practice is desirable.
Main duties of the job
As a Care Navigator, you will play a key role in helping patients access the right care at the right time. You will assess patient enquiries sensitively, providing clear information and signposting patients to the most appropriate clinician, service, or external support based on their needs.
The role involves managing appointment requests, supporting clinicians by ensuring patients are directed correctly, and helping to reduce pressure on GP appointments through effective navigation. You will also handle administrative tasks such as updating patient records, processing requests, and supporting practice workflows.
Excellent communication skills, confidentiality, and a patient-centred approach are essential, as you will regularly engage with patients, carers, and healthcare professionals in a fast-paced primary care environment.
About us
Colne Road Surgery is part of SSP Health, the largest provider of GP services in the North West. We are proud to deliver high-quality, patient-centred care within a supportive and inclusive primary care environment. Our practice is supported by a wider network of over 40 GP practices, all rated Good or Outstanding, enabling shared learning, innovation, and strong clinical governance.
Our team is friendly, dedicated, and passionate about providing accessible healthcare to our community. We foster a positive and respectful workplace where teamwork, professionalism, and compassion are at the heart of everything we do. Staff are encouraged to develop their skills and are supported through training, mentorship, and clear progression opportunities.
By joining Colne Road Surgery, you will become part of a forward-thinking organisation that values its people, promotes work-life balance, and is committed to continuous improvement. You will benefit from the stability and support of a large healthcare provider while working within a close-knit, welcoming practice team.
Job description
Job responsibilities
Colne Road Surgery is seeking a friendly, motivated, and patient-focused Care Navigator/Receptionist to join our practice team on a maternity cover basis. As a key member of our frontline staff, you will be the first point of contact for patients and visitors, supporting them to access the right care at the right time while providing excellent customer service in a busy GP practice environment.
Main Duties and Responsibilities
Patient Navigation and Reception Duties
-
Act as the first point of contact for patients, carers, and visitors, both face-to-face and via telephone
-
Assess patient requests sensitively and accurately, signposting and navigating patients to the most appropriate clinician, service, or external organisation
-
Book, amend, and cancel appointments in line with practice protocols
-
Provide clear information to patients regarding services, clinics, and procedures
Administrative Duties
-
Maintain accurate patient records and update clinical systems as required
-
Process patient requests, correspondence, and administrative tasks efficiently
-
Support clinicians and the wider practice team with administrative workflows
-
Ensure confidentiality and data protection standards are maintained at all times
Communication and Teamwork
-
Communicate professionally and empathetically with patients, staff, healthcare professionals, and external agencies
-
Work collaboratively as part of the practice team to ensure smooth day-to-day operations
-
Manage a busy and varied workload while remaining calm, approachable, and organised
Skills, Knowledge and Experience
Essential
-
Excellent communication and interpersonal skills
-
Ability to remain calm, professional, and non-judgemental in a fast-paced environment
-
Strong organisational skills and ability to prioritise workload
-
Good IT and administrative skills
-
Commitment to confidentiality and patient-centred care
Desirable
-
Experience working in a GP practice or primary care setting
-
Knowledge of the EMIS Web clinical system
-
Previous experience in a reception, care navigation, or healthcare role
Full training and ongoing support will be provided to the successful candidate.
About Us
Colne Road Surgery is part of SSP Health, the largest provider of GP services in the North West, with over 40 practices rated Good or Outstanding. We are committed to delivering high-quality, accessible healthcare and supporting our staff through training, development, and a positive working environment.
What We Offer
-
Supportive and friendly team environment
-
Training and development opportunities
-
Experience within a large, innovative healthcare organisation
-
The security and support of the wider SSP Health network
Job description
Job responsibilities
Colne Road Surgery is seeking a friendly, motivated, and patient-focused Care Navigator/Receptionist to join our practice team on a maternity cover basis. As a key member of our frontline staff, you will be the first point of contact for patients and visitors, supporting them to access the right care at the right time while providing excellent customer service in a busy GP practice environment.
Main Duties and Responsibilities
Patient Navigation and Reception Duties
-
Act as the first point of contact for patients, carers, and visitors, both face-to-face and via telephone
-
Assess patient requests sensitively and accurately, signposting and navigating patients to the most appropriate clinician, service, or external organisation
-
Book, amend, and cancel appointments in line with practice protocols
-
Provide clear information to patients regarding services, clinics, and procedures
Administrative Duties
-
Maintain accurate patient records and update clinical systems as required
-
Process patient requests, correspondence, and administrative tasks efficiently
-
Support clinicians and the wider practice team with administrative workflows
-
Ensure confidentiality and data protection standards are maintained at all times
Communication and Teamwork
-
Communicate professionally and empathetically with patients, staff, healthcare professionals, and external agencies
-
Work collaboratively as part of the practice team to ensure smooth day-to-day operations
-
Manage a busy and varied workload while remaining calm, approachable, and organised
Skills, Knowledge and Experience
Essential
-
Excellent communication and interpersonal skills
-
Ability to remain calm, professional, and non-judgemental in a fast-paced environment
-
Strong organisational skills and ability to prioritise workload
-
Good IT and administrative skills
-
Commitment to confidentiality and patient-centred care
Desirable
-
Experience working in a GP practice or primary care setting
-
Knowledge of the EMIS Web clinical system
-
Previous experience in a reception, care navigation, or healthcare role
Full training and ongoing support will be provided to the successful candidate.
About Us
Colne Road Surgery is part of SSP Health, the largest provider of GP services in the North West, with over 40 practices rated Good or Outstanding. We are committed to delivering high-quality, accessible healthcare and supporting our staff through training, development, and a positive working environment.
What We Offer
-
Supportive and friendly team environment
-
Training and development opportunities
-
Experience within a large, innovative healthcare organisation
-
The security and support of the wider SSP Health network
Person Specification
Experience
Essential
- Essential
- Experience of working in a patient-facing, customer service, or reception role
- Experience of working in a busy, fast-paced environment
- Experience of managing multiple tasks and prioritising workload effectively
- Experience of working as part of a team
Desirable
- Experience working within a GP practice, primary care, or healthcare setting
- Experience of care navigation, signposting, or triaging patient requests
- Experience using clinical systems, particularly EMIS Web
Qualifications
Essential
- Qualifications
- Essential
- Good standard of general education, including GCSEs (or equivalent) in English and Maths
- Willingness to undertake relevant training related to the Care Navigator role
Desirable
- Desirable
- NVQ Level 2 or above in Customer Service, Administration, Health & Social Care, or equivalent
Skills and Knowledge
Essential
- Excellent communication and listening skills
- Ability to remain calm, professional, and non-judgemental when dealing with patients
- Strong organisational and time-management skills
- Ability to assess patient requests and signpost appropriately using practice protocols
- Good IT skills, including use of clinical systems, email, and Microsoft Office
- Understanding of confidentiality, data protection, and patient privacy
Desirable
- Knowledge of GP practice processes and services
- Awareness of local health services and community support pathways
Person Specification
Experience
Essential
- Essential
- Experience of working in a patient-facing, customer service, or reception role
- Experience of working in a busy, fast-paced environment
- Experience of managing multiple tasks and prioritising workload effectively
- Experience of working as part of a team
Desirable
- Experience working within a GP practice, primary care, or healthcare setting
- Experience of care navigation, signposting, or triaging patient requests
- Experience using clinical systems, particularly EMIS Web
Qualifications
Essential
- Qualifications
- Essential
- Good standard of general education, including GCSEs (or equivalent) in English and Maths
- Willingness to undertake relevant training related to the Care Navigator role
Desirable
- Desirable
- NVQ Level 2 or above in Customer Service, Administration, Health & Social Care, or equivalent
Skills and Knowledge
Essential
- Excellent communication and listening skills
- Ability to remain calm, professional, and non-judgemental when dealing with patients
- Strong organisational and time-management skills
- Ability to assess patient requests and signpost appropriately using practice protocols
- Good IT skills, including use of clinical systems, email, and Microsoft Office
- Understanding of confidentiality, data protection, and patient privacy
Desirable
- Knowledge of GP practice processes and services
- Awareness of local health services and community support pathways
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.
