Care navigator

This vacancy will be starting around end of Aug to Mid Sept 2025. The role is very varied and requires a candidate who can work in a fast-paced environment and with accuracy. You will need to have exceptional communication and people skills, both of which will help you to achieve a rewarding role in this supportive organisation.

We have a keen team ethos at the Garden Surgery which is underpinned by training and mentoring. There are opportunities to support the clinical team with various administrative duties which help to create multiskilled personnel and shares knowledge and progression too.

You will need to be resilient and have a good work ethic to be able to keep up with changes and provide a care navigation service to our patients.

Main duties of the job

This role is clerical and administrative and involves dealing with people who are often distressed or frustrated, so good listening and communication skills are needed to project a confident and positive approach to problems.

About us

At the Garden Surgery, we aim to be inclusive and supportive. We organise social events to spend time together out of work and all our employees get an extra day’s leave on their birthday. We have a weekly fruit delivery for staff and the odd bake-off which usually involves cake and buns! For healthier staff, there is the Park run and the odd event that involves a bit of competition.

We all work hard to provide a good, reliable service to patients and we value each other too.

Job responsibilities

Job Title: Medical Receptionist

Department: Reception and Administration Team

Main Purpose of Job: To provide a focal point of contact for patients of the practice and administrative support to the practice's clinicians.

Main Duties:

1. Welcoming patients and visitors face to face and over the telephone.
2. Ensure confidentiality is maintained at all times.
3. Establish the reason behind visitors' attendance/call to surgery in a friendly and courteous manner.
4. Ensure the patient is dealt with in an efficient and appropriate way.
5. Ensure enquiries/telephone calls are actioned in a prompt manner and where necessary passed to the appropriate responsible person.

Management of Patient Registration:

1. Take necessary details from patients to ensure appropriate registration form is provided to patients.
2. Ensure all required details on the registration forms are complete.
3. Register patients on computer and book new patient check with Practice nurse or Health Care assistant.

Appointment management:

1. Locate appropriate appointment type based on information provided by patients with appropriate healthcare professional.
2. Ensure necessary details are obtained from patients to book appointments (i.e., Name and address, reason for attendance).
3. Confirm the correct patient has been booked into the appointment slot.
4. Provide an efficient appointment booking service.
5. Effectively handle requests for cancellation and rearranging of appointments.
6. Action requests/directions from doctors/nurses.
7. Create requests for home visits and pass clinically based messages promptly.
8. Ensure all necessary, appropriate and relevant information is obtained to deal with problems.
9. Manage daily results and distribute to clinicians.
10. Calling Patients for checks.
11. React to directions to call in patient groups where required and with appropriate training.
12. Repeat prescribing and online access management.
13. Administration of outgoing communications and/or samples.
14. Safeguard all keys, cash and accessible patient identifiable information.
15. Review personal and team's responsibilities regularly.
16. Use initiative and competence to identify outstanding actions and tasks accordingly.
17. Action relevant tasks and responsibilities promptly, efficiently and professionally adhering to Practice protocols and staff handbook.
18. Report inadequacies in building and be responsible for Health and Safety.
19. Identify own training needs.
20. Participate in Significant event analysis process.
21. Accept and react to change.
22. Work reliably, calmly and competently under pressure.
23. Be positive, honest and professional in your approach.
24. Communicate capably, act resourcefully.
25. Work at all times in an organised way and in accordance with protocols, procedures and regulation including the staff handbook.

RESPONSIBILITY / ACCOUNTABILITY

Not Applicable

Responsible for Equipment: The postholder is not responsible for the maintenance of any equipment used to perform their duties, however, they would be expected to use the equipment correctly and as instructed as part of their induction. Any faults/issues should be reported to the responsible person.

Reports to: Practice Manager

Accountable to: The Practice Manager and Partners

THIS JOB DESCRIPTION IS NOT EXHAUSTIVE, OTHER AD HOC RESPONSIBILITIES WILL BE ALLOCATED FROM TIME TO TIME WITH THE APPROPRIATE TRAINING AND SUPERVISION WHERE NECESSARY.

Person Specification

Experience

• Awareness of health inequalities and vulnerability.
• Ability to be non-judgemental.
• Experience within a GP Practice.

Qualifications

• GCSE grade 4 or C or above in English and Maths.
• Experience in a fast-paced environment.

Skills

• Ability to problem solve.
• Great communication skills (including telephone-based and face to face).
• Patience and understanding.
• Awareness of compliance 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.