Medical Receptionist / Care Navigator

Job description

Job responsibilities

PURPOSE OF THE POST

To support doctors in providing an effective, efficient, and caring service to the practice population. The post holder will use initiative and a flexible approach to deliver high standards of service, prioritising tasks effectively while maintaining patient confidentiality and professionalism.

ORGANISATIONAL CONTEXT

Ellison View Surgery is located within The Glen Primary Care Centre and serves approximately 6,000 patients.

Team structure:

• GP Partners

• Practice Manager

• Salaried GP's & ANP's

• Medical Administrators & Secretaries

• Receptionists

KEY RESPONSIBILITIES

Reception & Patient Care:

• Greet, meet, and direct patients and visitors.

• Respond to queries, verbal complaints, and telephone/email requests.

• Book appointments and manage the appointment system.

• Deliver pathology results and general non-clinical advice.

• Support clinicians by responding to their needs.

• Maintain patient confidentiality and professional boundaries at all times.

Administrative Duties:

• Data entry and management on clinical systems, including EMIS and Choose & Book.

• Create new patient records and manage registrations.

• Scan letters, process electronic tests, and handle patient documentation.

• Administer chronic disease clinic recalls.

• Use office equipment efficiently (computers, printers, scanners, franking machines).

• Monitor workflow, identify backlogs, and escalate issues as appropriate.

Policy & Service Development:

• Follow practice policies and procedures at all times.

• Contribute to the development and improvement of working systems where appropriate.

Human Resources & Teamwork:

• Work collaboratively with colleagues and provide guidance to less experienced staff.

• Participate in annual appraisals and attend staff meetings.

• Maintain flexibility to cover holidays and sickness.

Financial & Information Management:

• Handle monies and petty cash in accordance with practice procedures.

• Accurately input, extract, and maintain patient data, ensuring confidentiality.

KNOWLEDGE, SKILLS, AND EXPERIENCE

• General computer skills and familiarity with office equipment.

• Helpful, friendly, and effective telephone and face-to-face manner.

• Competent in written and spoken English.

• Ability to work under pressure and prioritise workload effectively.

• Knowledge of EMIS or other clinical systems and medical terminology.

• Commitment to equality, diversity, and inclusion in patient care and team interactions.

WORKING CONDITIONS & EFFORT

• Predominantly office-based, with computer work and reception duties.

• Occasional exposure to distressed or dissatisfied patients.

• Comfortable, well-equipped workstations and staff facilities.

FREEDOM TO ACT

• Work with minimum supervision while following practice protocols.

• Use initiative while having access to support and advice as needed.

Person Specification

Experience

Essential

• Friendly, professional, and effective communication skills.
• Good organisational skills and the ability to work under pressure.
• Competent IT skills and familiarity with office equipment.
• Commitment to providing excellent patient care and supporting colleagues.

Desirable

• Previous experience of working in Primary Care or equivalent setting
• Previous experience with EMIS or other clinical systems
• Understanding of medical terminology

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

Ellison View Surgery

Address

The Glen Primary Care Centre

30 Glen Street

Hebburn

Tyne And Wear

NE31 1NU

Employer's website

https://www.ellisonviewsurgery.nhs.uk/ (Opens in a new tab)