Job summary The main purpose of this role is to provide efficient, courteous and responsive reception, care navigation and administrative support to the practice, catering to the diverse needs of patients and supporting others where necessary. As a care navigator you are the pivotal role between the clinical team and the patient. You are responsible for delivering a positive experience for the patient, and an important part of our team here at Wallington Family Practice Main duties of the job To make appointments for patients attending the surgery or on the telephone using the computerized clinical system To suitably triage and signpost patients to other services including community pharmacy To ensure patients who do not have appointments but who need urgent medical attention are responded to appropriately and in line with practice protocols and policies To cancel and re-arrange appointments where necessary To support and advise those enquiring about registration or those who need temporary registration To respond to any queries and requests for assistance from patients and visitors To advise patients or relevant changes for private services, take payment, record and issue receipts To appropriately address requests for home visits in line with practice protocols To take pathology samples, and respond to requests for x-ray, certificates, etc as needed To retrieve and file records as required ensuring they are kept in the correct order and filed correctly and safely To make and receive calls to patients and other healthcare professionals as required and directed to do so in a courteous and appropriate manner To divert calls or take messages for others About us Wallington Family Practice currently provides general medical services to a population of approximately 20,000 patients.It has 11 GPs, 2 Pharmacists, a Lead Nurse, 4 Practice Nurses, 2 HCA, and an extensive team of admin and reception staff. We are a large proactive teaching practice located in a purpose-built health centre close to Wallington town centre.We are part of the Wallington Primary Care Network (PCN) working collaboratively with local general practice colleagues for the good of the local population. Date posted 19 February 2025 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Full-time Reference number A3467-25-0001 Job locations Jubilee Health Centre Shotfield Wallington SM6 0HY Job description Job responsibilities Job responsibilities To be responsible for undertaking a wide range of reception and administrative duties and the provision of general support to the multidisciplinary team. Duties will include greeting and directing patients, dealing with patient registration, booking appointments, processing of information. You will act as the central point of contact for patients and will distribute information, messages and enquiries to the clinical team. Please see the attached full description Job description Job responsibilities Job responsibilities To be responsible for undertaking a wide range of reception and administrative duties and the provision of general support to the multidisciplinary team. Duties will include greeting and directing patients, dealing with patient registration, booking appointments, processing of information. You will act as the central point of contact for patients and will distribute information, messages and enquiries to the clinical team. Please see the attached full description Person Specification Personal Qualities and Attributes Essential Able to use own judgment and resourcefulness Good time management skills and punctual Adaptable and flexible to a changing environment Diplomatic and calm in stressful situations Confident and assertive Reliable and trustworthy Proactive and enthusiastic Experience Essential Experience of a front line, customer facing position or a role with suitable transferable skills Experience of working to set guidelines, protocols and procedures Good team working skills and experience Desirable Experience of working in the NHS/general practice Experience of working in a multi-disciplinary team Other Essential Flexibility of working hours and able to respond to the needs of the business sometimes at short notice to cover for absent colleagues Neat tidy and presentable to the public Ability and willingness to undertake training Full vaccination or immunity in line with CQC requirements Qualifications Essential GCSE Maths and English at grade C or above or subsequent equivalent Person Specification Personal Qualities and Attributes Essential Able to use own judgment and resourcefulness Good time management skills and punctual Adaptable and flexible to a changing environment Diplomatic and calm in stressful situations Confident and assertive Reliable and trustworthy Proactive and enthusiastic Experience Essential Experience of a front line, customer facing position or a role with suitable transferable skills Experience of working to set guidelines, protocols and procedures Good team working skills and experience Desirable Experience of working in the NHS/general practice Experience of working in a multi-disciplinary team Other Essential Flexibility of working hours and able to respond to the needs of the business sometimes at short notice to cover for absent colleagues Neat tidy and presentable to the public Ability and willingness to undertake training Full vaccination or immunity in line with CQC requirements Qualifications Essential GCSE Maths and English at grade C or above or subsequent equivalent 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 Wallington Family Practice Address Jubilee Health Centre Shotfield Wallington SM6 0HY Employer's website https://www.wallingtonfamilypractice.nhs.uk/ (Opens in a new tab)