Medical Office Front Desk jobs

Receptionist / Care Navigator

Langham Place Surgery, Northampton

Hours: Monday to Friday, 3:30pm to 6:30pm (15 hours per week)

Contract: Permanent, Part-Time

Salary: £12.85

About the Role

Langham Place Surgery is looking for an enthusiastic, forward-thinking and dedicated Receptionist/Care Navigator to join our friendly and supportive team.

This is a busy and rewarding role that requires excellent customer service skills, strong communication abilities and the confidence to work in a fast-paced environment. As one of the first points of contact for our patients, you will play a vital role in ensuring patients receive the right care, at the right time, from the right service.

Our reception team are highly skilled in care navigation, handling patient triage requests and signposting patients to the most appropriate clinician, healthcare professional or external service based on their needs. Working closely with clinical and administrative colleagues, you will help deliver a safe, efficient and patient-focused service.

Main Duties and ResponsibilitiesReception and Patient Services

• Process face-to-face, telephone and online requests for appointments.
• Answer incoming telephone calls, dealing with patient queries professionally and efficiently.
• Welcome patients and visitors to the practice.
• Allocate appointments appropriately using the practice clinical system.
• Register new and temporary patients.
• Process and manage prescription requests.
• Handle patient enquiries and requests in a confidential and professional manner.
• Send text messages and appointment reminders as required.
• Rearrange appointments when surgeries, clinics or clinician availability changes.

Care Navigation and Triage

• Handle patient triage requests in accordance with practice protocols.
• Gather relevant information to assist with appropriate appointment allocation.
• Care navigate patients to the most suitable clinician, healthcare professional or service.
• Signpost patients to local NHS, community, voluntary and self-referral services where appropriate.
• Recognise urgent situations and escalate concerns promptly to the clinical team.
• Process online consultation requests and direct them appropriately.
• Support patients in accessing online services, the NHS App and other digital healthcare services.

Administrative Duties

• Log messages and tasks for GPs and other staff.
• Input and update patient information within electronic healthcare records.
• Direct requests for information including SARs, insurance reports, solicitor requests, DVLA forms and referral requests to the appropriate team.
• File, scan and archive documentation as required.
• Check and process correspondence.
• Support QoF, IIF and other practice initiatives.
• Assist with business continuity procedures and checks.
• Support clinical and administrative teams with general tasks as required.

General Practice Support

• Assist with infection prevention and control tasks.
• Maintain a clean, tidy and professional reception environment.
• Monitor reception displays and patient information boards.
• Chaperone patients when required and appropriately trained.
• Process payments relating to non-NHS services.
• Assist with room preparation and restocking when required.
• Work occasional Flu Clinic Saturdays as required.
• Attend mandatory Practice Learning Time (PLT) sessions.

Complaints and Patient Experience

• Handle patient concerns and complaints sensitively and professionally.
• Escalate complaints appropriately and liaise with the Reception Supervisor and Practice Manager.
• Maintain high standards of customer service at all times.
• Provide support to patients in sometimes difficult or distressing circumstances.

General Responsibilities

• Undertake training necessary to support safe and effective service delivery.
• Work collaboratively with all members of the primary care team.
• Respond appropriately to requests from patients, colleagues and external organisations.
• Escalate concerns and seek support when required.
• Follow practice policies, procedures and information governance requirements.
• Carry out other duties appropriate to the role as reasonably requested by the Partners, Practice Manager, Assistant Practice Manager or Reception Supervisor.

Person SpecificationEssential

• Educated to GCSE level or equivalent.
• Experience working in a busy customer service or public-facing environment.
• Experience undertaking administrative duties.
• Excellent communication and interpersonal skills.
• Excellent telephone manner.
• Strong IT skills including Microsoft Office, Outlook and Excel.
• Ability to work under pressure and manage multiple priorities.
• Effective organisational and time management skills.
• Ability to work both independently and as part of a team.
• Excellent attention to detail.
• Problem-solving skills and sound judgement.
• Ability to follow policies and procedures.
• Professional, polite and confident manner.
• Flexible, reliable and motivated approach.
• High levels of integrity and confidentiality.
• Ability to communicate sensitively and empathetically with patients.
• Understanding of the importance of confidentiality and information governance.
• Ability to gather information accurately to support care navigation and triage.
• Disclosure and Barring Service (DBS) Check.

Desirable

• GCSE English and Mathematics Grade C/4 or above.
• Previous Medical Receptionist experience.
• Experience within General Practice or Primary Care.
• Experience of care navigation or patient triage.
• SystmOne knowledge and experience.
• AMSPAR Receptionist Qualification.
• NVQ Level 2 in Healthcare.
• Knowledge of clinical terminology.
• Experience working within a healthcare setting.
• Benefits
• NHS Pension Scheme

Experience

Preferred:

• Medical Receptionist: 1 year
• Customer Service: 1 year
• Primary Care or Healthcare experience

Work Authorisation

Applicants must have the right to work in the United Kingdom.

Work Location

In person

Reference ID

Receptionist / Care Navigator

• Additional annual leave entitlement
• Company events
• Health and wellbeing programme
• Sick pay
• Gym membership
• Employee discounts
• Supportive team environment
• Opportunities for ongoing training and development

Job Types: Part-time, Permanent

Pay: £12.85 per hour

Benefits:

• Additional leave
• Company events
• Company pension
• Gym membership
• Health & wellbeing programme
• Sick pay
• Store discount

Education:

• GCSE or equivalent (preferred)

Experience:

• Medical Receptionist: 1 year (preferred)
• Customer service: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person