Job summary We are seeking an enthusiastic, hardworking and motivated individual to join our busy, friendly team as a reception care navigator. To work 16 hours per week Wednesdays and Fridays and to cover holidays and sickness during the working week if needed. As the first point of contact for the practice you will be warm and welcoming to patients calling or visiting the practice and will signpost them to the right person in a timely manner.This is a varied role, our reception care navigators carry out reception and administrative tasks in the practice. Our ideal candidate will have experience of working in general practice and the role would suit someone with excellent customer service skills who enjoys reception work but is looking to expand their skills and experience to carry out "back office" tasks like summarising, coding, registrations and other admin work too. Main duties of the job You must be calm, patient, empathetic and efficient and possess the ability to work under pressure in a fast paced environment. You will be expected to be proactive and use initiative, with good IT skills and the ability to multitask. Excellent organisational and administrative skills are essential as is attention to detail as you will be responsible for patient registrations and ensuring that patients are registered correctly in a timely manner. Good verbal and written communication skills are essential. About us We are a small and patient focused practice with approx. 4500 patients. We are proud to serve a diverse population in Bensham, Gateshead. Many of our patients are from the local Orthodox Jewish Community and many are migrants from a variety of other countries so some cultural awareness and experience of (or a willingness to learn) communicating with people whose first language is not English is of benefit. Our team is led by a Business Partner, GP Partner, Operations Manager and Team Lead. We have four salaried GP's, an Advanced Nurse Practitioner, Quality and Governance Lead, a practice nurse, two healthcare assistants and a reception team of four. We are supported by a primary care network pharmacist, two frailty nurses and two social prescribing link workers. Date posted 26 February 2025 Pay scheme Other Salary £12.31 an hour progressing to £13.13 an hour on completion of training Contract Permanent Working pattern Part-time, Flexible working Reference number A1470-25-0000 Job locations Second Street Gateshead Tyne And Wear NE8 2UR Job description Job responsibilities Purpose of Post To ensure that patients are assisted courteously, efficiently and with empathy, and to support other members of the practice team. The Care Coordinator will act as the first point of call for patients; receiving and directing them to the most appropriate care and answering their enquiries. In addition to reception duties they will also carry out administrative tasks to support the delivery of an efficient caring, and high quality service to our patients. Care Coordination 1. Signposting, navigation and coordination of services Supporting migrant patients to get the care they need Making referrals to the Community Pharmacy Consultation Scheme Signposting patient to services and clinicians that will meet their needs Helping patients to navigate health, social care and VCSE services including accompanying them in consultations or in attending other services where required Supporting patients to register with the practice where there is a barrier, ie language, cultural considerations etc. Carrying out cancer care review calls and arranging follow up with the GP or other appropriate clinician as required Supporting patients with complex needs by carrying out calls to ensure they attend for reviews and working with the MDT to remove any barriers to them accessing care Reception Duties 2. Receiving and Directing Patients Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently Warmly welcome and register new patients who are in the practice area and inform patients of practice facilities. Provide help to patients with general enquiries, and to assist them to make appointments, using the computer appointment system. Care navigation to ensure the patient is seen by the most appropriate clinician or service to meet their needs. Signposting to other services as required. Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system Answer telephones promptly in a polite and professional manner and manage calls appropriately. Dealing with patients and other callers and forwarding to the most appropriate team member if necessary Deal efficiently with general enquiries from patients, explain surgery procedures, appointment system and all other procedures for obtaining services, hand out patient pack / practice leaflet as appropriate To advise patients on approximate waiting times and of any unexpected delays To book interpreters for patients when needed To take in fees from patients where applicable and issue receipts To give patients any forms / referral letters that are waiting for collection checking ID and taking in fees where necessary To listen to patients complaints, remaining polite and empathetic at all times, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed Job description Job responsibilities Purpose of Post To ensure that patients are assisted courteously, efficiently and with empathy, and to support other members of the practice team. The Care Coordinator will act as the first point of call for patients; receiving and directing them to the most appropriate care and answering their enquiries. In addition to reception duties they will also carry out administrative tasks to support the delivery of an efficient caring, and high quality service to our patients. Care Coordination 1. Signposting, navigation and coordination of services Supporting migrant patients to get the care they need Making referrals to the Community Pharmacy Consultation Scheme Signposting patient to services and clinicians that will meet their needs Helping patients to navigate health, social care and VCSE services including accompanying them in consultations or in attending other services where required Supporting patients to register with the practice where there is a barrier, ie language, cultural considerations etc. Carrying out cancer care review calls and arranging follow up with the GP or other appropriate clinician as required Supporting patients with complex needs by carrying out calls to ensure they attend for reviews and working with the MDT to remove any barriers to them accessing care Reception Duties 2. Receiving and Directing Patients Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently Warmly welcome and register new patients who are in the practice area and inform patients of practice facilities. Provide help to patients with general enquiries, and to assist them to make appointments, using the computer appointment system. Care navigation to ensure the patient is seen by the most appropriate clinician or service to meet their needs. Signposting to other services as required. Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system Answer telephones promptly in a polite and professional manner and manage calls appropriately. Dealing with patients and other callers and forwarding to the most appropriate team member if necessary Deal efficiently with general enquiries from patients, explain surgery procedures, appointment system and all other procedures for obtaining services, hand out patient pack / practice leaflet as appropriate To advise patients on approximate waiting times and of any unexpected delays To book interpreters for patients when needed To take in fees from patients where applicable and issue receipts To give patients any forms / referral letters that are waiting for collection checking ID and taking in fees where necessary To listen to patients complaints, remaining polite and empathetic at all times, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed Person Specification Personal Qualitie Essential Good communication skills, in person and over the telephone Cheerful and professional demeanor at all times Possessing sensitivity, tact and diplomacy Self-motivated with a high degree of personal integrity An organised approach to work Reliable Flexible with an adaptable approach Ability to work on own initiative Ability to maintain strict confidentiality Able to work under pressure Calm and patient manner Ability to work to deadlines and under pressure. Ability to multitask and prioritise own workload Time management skills Qualifications Essential Education to GCSE level, NVQ level 2 (or equivalent) Desirable Administrative qualification Care Coortdination training Experience Essential Experience working in a environment with direct contact with the public Customer service experience Experience with database systems Desirable Experience of working in General Practice or other health care setting Experience of summarizing and read coding Experience of using choose and book Knowledge and understanding of the Quality and Outcomes Framework Person Specification Personal Qualitie Essential Good communication skills, in person and over the telephone Cheerful and professional demeanor at all times Possessing sensitivity, tact and diplomacy Self-motivated with a high degree of personal integrity An organised approach to work Reliable Flexible with an adaptable approach Ability to work on own initiative Ability to maintain strict confidentiality Able to work under pressure Calm and patient manner Ability to work to deadlines and under pressure. Ability to multitask and prioritise own workload Time management skills Qualifications Essential Education to GCSE level, NVQ level 2 (or equivalent) Desirable Administrative qualification Care Coortdination training Experience Essential Experience working in a environment with direct contact with the public Customer service experience Experience with database systems Desirable Experience of working in General Practice or other health care setting Experience of summarizing and read coding Experience of using choose and book Knowledge and understanding of the Quality and Outcomes Framework 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 Second Street Surgery Address Second Street Gateshead Tyne And Wear NE8 2UR Employer's website https://secondstreetsurgery.nhs.uk/ (Opens in a new tab)