Full Time Care Navigator (Receptionist)

We are looking to recruit a new Care Navigator.

The working hours are 37 split as detailed below plus participation in the Saturday morning rota and the 'extended hours' initiative on some weekday evenings.

Monday, Wednesday, Thursday, Friday: 0745 - 1800 hours.

For hours worked Monday to Friday hours, the salary will be based on the real living wage, dependent upon age. Hours worked on a Saturday will be paid at time and a third.

Interviews will take place on Monday 18 May 2026.

Main duties of the job The successful applicant will need to be versatile and have excellent organisational, computer and people skills as well as a clear understanding of confidentiality and the need to maintain confidentiality. The role is varied and involves dealing with patients, both face to face and on the telephone, for both routine and urgent queries, using the clinical administration system to record, code and upload documents, routine duties relating to prescriptions and other work as appropriate and relevant within the Practice.

They will also provide general assistance to the Practice team, internal and external colleagues and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

About us Pocklington Group Practice is a friendly, pro active General Practice located in a purpose built, state of the art healthcare facility, set in the picturesque and growing Yorkshire market town of Pocklington, East Yorkshire. We are a dispensing, training, teaching and paperlite EMIS Web practice serving circa 19,000 patients.

Some of the benefitsconnected with working for Pocklington Group Practice include:

Annual leaveof 5 weeks plus bank holidays pro rate plus a day for your birthday.

Simply Health benefit scheme, after one year's service.

The NHSPension Scheme is automatically available to members of staff unless opt outis desired.

Kitchenand staff rest room for tea/lunch breaks free beverages of tea, coffeeprovided.

Job responsibilities JOBSUMMARY

To providefull reception duties for a busy GP Practice by receiving, assisting anddirecting patients in accessing the appropriate service or healthcareprofessional in a courteous, efficient and effective way.

Toprovide general assistance to the Practice team, internal and externalcolleagues and project a positive and friendly image to patients and othervisitors, either in person or via the telephone.

JOB RESPONSIBILITIES

Administration

• To have a thorough knowledge of allpractice procedures.
• To work in accordance with writtenprotocols.
• Pulling/filing notes and updating asnecessary.
• Using the clinical IT system:
• Carry out registrations and deductionsof patients.
• Scanning and coding documents intopatient records.
• Allocating documents using the clinicalIT system.
• Supporting patients with online accessregistration.
• Scan and photocopy as requested.

Reception

• Receiving patients, consulting withmembers of the Practice team.
• Handing completed repeat prescriptionsto patient whilst maintaining confidentiality.
• Be able to cover all reception positionsas necessary.
• Handling cash in accordance withprotocols.
• Ensure all handovers to staff areconducted efficiently and comprehensively, to ensure continuity of care.

Appointments

• Process appointment requests frompatients/Practice team by telephone and in person.
• Deal with visits/requests.

Other Tasks

• Ensure building security.
• Undertake all other duties identified byyour manager/employer as considered commensurate to the post, as the rolemay change, develop or evolve with time.

Confidentiality

• In the course of seeking treatment,patients entrust us with, or allow us to gather, sensitive information inrelation to their health and other matters. They do so in confidence and have theright to expect that staff will respect their privacy and actappropriately.
• In the performance of the dutiesoutlined in this job description, the post-holder may have access toconfidential information relating to patients and their carers, practicestaff and other healthcare workers.They may also have access to information relating to the practiceas a business organisation. All such information from any source isto be regarded as strictly confidential.
• Information relating to patients,carers, colleagues, other healthcare workers or the business of thepractice may only be divulged to authorised persons in accordance with thepractice policies and procedures relating to confidentiality and theprotection of personal and sensitive data.

Health andSafety

Thepost-holder will assist in promoting and maintaining their own and others' health, safety and security as defined in the Practice's Health and SafetyPolicy and the Practice's Infection Control Policy and published procedures. This will include:

• Using personal security systems within the workplaceaccording to Practice guidelines.
• Identifying the risks involved in work activitiesand undertaking such activities in a way that manages those risks.
• Making effective use of training to update knowledgeand skills.
• Using appropriate infection control procedures,maintaining work areas in a tidy and safe way and free from hazards.
• Actively reporting of health and safety hazards andinfection hazards immediately when recognised.
• Keeping own work areas and general/patient areasgenerally clean, assisting in the maintenance of general standards ofcleanliness consistent with the scope of the job holders role.
• Undertaking periodic training.

Equalityand Diversity

The post-holder will supportthe equality, diversity and rights of patients, carers and colleagues toinclude:

• Actingin a way that recognises the importance of peoples rights, interpretingthem in a way that is consistent with practice procedures and policies,and current legislation.
• Respectingthe privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behavingin a manner that is welcoming to and of the individual, is non-judgmentaland respects their circumstances, feelings priorities and rights.

Personal/ProfessionalDevelopment

The post-holder willparticipate in any training programme implemented by the practice as part ofthis employment, with such training to include:

• Participationin an annual individual performance review, including takingresponsibility for maintaining a record of own personal and/orprofessional development.
• Takingresponsibility for own development, learning and performance anddemonstrating skills and activities to others who are undertaking similarwork.
• Attendappropriate training as directed by Practice management.

Quality

The post-holder will strive tomaintain quality within the Practice, and will:

• Alertother team members to issues of quality and risk.
• Assessown performance and take accountability for own actions, either directlyor under supervision.
• Contributeto the effectiveness of the team by reflecting on own and team activitiesand making suggestions on ways to improve and enhance the teamsperformance.
• Workeffectively with individuals in other agencies to meet patients needs.
• Effectivelymanage own time, workload and resources.

Communication

The post-holder should recognise the importance ofeffective communication within the team and will strive to:

• Communicate effectively with other teammembers.
• Communicate effectively with patientsand carers.
• Recognise peoples needs for alternativemethods of communication and respond accordingly.

Contributionto the Implementation of Services

The post-holder will:

• ApplyPractice policies, standards and guidance.
• Discusswith other members of the team how the policies, standards and guidelineswill affect own work.
• Participatein audit where appropriate.
• Attendappropriate training as directed by Practice management.

Person Specification Qualifications

• Good general secondary education.

Experience

• Previous experience of working directly with members of the public in a busy environment.
• Previous experience of working directly with members of the public in a busy NHS environment.
• Experience of answering telephone calls in a high call-volume environment.
• Experience of working/being part of a team.

Skills

• Library and indexing skills
• Verbal communication skills - ability to deal with people in person and on the telephone
• Verbal: vocabulary, pitch, tone, inflection of voice
• Strong appreciation of customer service skills
• Awareness of diversity issues; works in a postive, non-discriminatory way
• Microsoft Office software
• Verbal reasoning skills
• Body language: positive and self assured

Qualities and Attributes

• Dress: smart and appropriate
• Speech: clear and articulate
• Manner: pleasant and professional
• Flexible approach to undertaking a wide variety of tasks
• Flexible with regard to working hours, holiday cover, extended hours, weekends
• Able to undertake training outside of normal working hours, if necessary
• Interested in/aptitude for learning new skills/taking on new challenges
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