Care Navigator/Medical Receptionist

Main duties of the job

In this role you will be the friendly, professional face of our Practice- greeting patients, answering calls and helping people access the right care quickly and confidently.

Day to day you'll manage appointments booking, handle prescription queries, process correspondence and keep accurate patient records. You'll use our Emis Web clinical systems and work closely with GPs, nurses and the wider team to keep things running smoothly.

A key part if the role is a care navigation - listening carefully to patients and guiding them to the most appropriate service or clinician, including signposting to community and voluntary sector support.

You'll also rotate to our Connect Hub at Shadsworth Surgery, where you'll support telephone and online triage as part of our modern, team-based approach to general practice.

The role spans both front desk and hub-based working , so adaptability and a calm head under pressure are essential.

Job responsibilities

To act as the main point of contact at the practice for patients accessing services. This role is the focal point of high quality communication between patients, clinicians and outside organisations, helping ensure services are delivered safely, efficiently and compassionately.

The post-holder will be based primarily at Rhyddings Surgery, Oswaldtwistle, and will be rotated to the Connect Hub at Shadsworth Surgery as part if the Practice's new model of care navigation and triage. The Connect Hub deals predominately with remote contacts (telephone and online). Flexibility is key, as the post may occasionally require support outside of regular hours to provide cover.

• Greet patients in person and by telephone, dealing with all queries, concerns and appointments request respectfully and confidentially.
• Offer appropriate appointments using the clinical systems, signposting to other professionals or services where necessary.
• Handle prescription queries, home visits requests following protocol with care and urgency.
• Provide information about available services including new patient registrations
• Manage potentially distressing or difficult conversations with compassion
• Deal with patient complaints and feedback, escalating appropriately

Care Navigation and Connect Hub

• Use active listening and structured questioning to understand a patient's need and navigate them to the most appropriate service or clinicians
• Triaging patient calls at the Connect Hub, Shadsworth Surgery, supporting clinical triage workflow under the supervision of clinicians
• Manage and priorities incoming telephone and online requests using agreed clinical and non-clinical pathways
• Assist patients in accessing services across the Practice's four sites and shared care providers

Administration

• Maintain accurate records, update patient details and handle all documents confidentially
• Manage scanning, coding, filing and shredding of documents as appropriate
• Ensure the surgery is open, secure, tidy and prepared daily

Communication

• Provide a link between patients, primary care, secondary care and allied services
• Collaborate effectively with colleagues to ensure smooth handovers and continuity of care
• Contact patients via letter or telephone when required
• Organisational and Professional Responsibilities
• Comply with all polices, procedures and employment terms
• Uphold patient confidentiality and Data Protection/GDPR standards at all times

Qualifications

• 5 GCSE Passes (including Mathematics and English Language) or Equivalent
• NVQ Level 2/3 in Business Administration, Customer Service Health and Social Care

Other Requirements

• Satisfactory DBS disclosure
• Satisfactory reference
• Full UK driving licence (for multi-site working)

Experience

• Previous experience in a customer-facing or administrative role
• Experience working with members of the public in a busy environment
• Experience managing competing priorities under pressure
• Working knowledge of administrative tasks, appointment booking, record keeping
• Use of basic office software e.g. Microsoft Word, MS Teams, Outlook
• Previous work in a healthcare or GP practice setting
• Experience using EMIS Web clinical system
• Experience of telephone triage or care navigation

Knowledge and skills

• Excellent verbal and written communication skills
• Strong IT skills including Microsoft Office and email
• Ability to deal with confidential and complex situations
• Understanding of patient confidentiality and GDPR
• Ability to work independently and as part of a multi-site team
• Good organisational skills and attention to detail
• Knowledge of NHS primary care services and referral pathways
• Understanding of social prescribing and community services
• Awareness of safeguarding principles for children and adults

Values and Attitudes

• Willingness to learn and develop
• Flexible approach to change and working hours
• Able to work under pressure
• Judgement, common sense and discretion
• Smart appearance and professional manner
• Articulate and able to maintain confidentiality
• Compassionate handling of sensitive issues
• Reliable, loyal and motivated
• Able to support and contribute to the Christian ethos and organisational values of the Practice
• An interest in community health and wellbeing

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.