Job summary We have a vacancy for an enthusiastic, motivated and hard working Care Navigator (Medical Receptionist) to join our busy practice. We are ideally looking for full time hours but will consider part time (minimum 20 Hours) for the right candidate. The successful candidate will be a friendly, organised person with an excellent telephone manner. Must have excellent interpersonal and communication skills, be computer literate and have the ability to work under pressure. Must also have good administrative skills and the ability to multitask. Duties include making appointments, dealing with patient enquiries both in person and on the telephone and general administrative tasks. Flexibility with hours is expected to cover holidays and sickness. Must be reliable, hard working and able to work within the NHS confidentiality guidelines. Full training will be given but previous experience would be advantageous. Main duties of the job Main duties of the role include: To provide comprehensive administrative support for the practice and to act as focal point for patients and staff. To receive and assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors either in person or via the telephone. Facilitate effective communication between patients and members of the healthcare community. Handle patient complaints in accordance with practice protocols. To provide an efficient and accurate support to the clinicians and patients. The successful candidate should be able to offer flexibility with regards to overtime and cover due to sickness and holidays. About us Nelson Medical Practice has a growing patient list size of 10,000. We are a team of 8 GPs with a range of other clinical support staff. Our premises are purpose built and we offer a full range of services to our patients. Staff will receive training and development and will join a hardworking and conscientious team. We are a very supportive and friendly team with a patient focused ethos. Date posted 21 January 2025 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Full-time, Part-time Reference number A3536-25-0000 Job locations Yarnspinners Health Centre Carr Road Nelson Lancashire BB9 7SR Job description Job responsibilities JOB TITLE: Care Navigator/Receptionist REPORTS TO: Reception Manager RESPONSIBLE TO: Practice Manager ACCOUNTABLE TO: GP Partnership JOB SUMMARY The purpose of the role is: To provide comprehensive administrative support for the general practice and to act as focal point for patients and staff. To receive and assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors either in person or via the telephone. Facilitate effective communication between patients and members of the healthcare community. Handle patient complaints in accordance with practice protocols. To provide an efficient and accurate support to the clinicians & patients. MAIN DUTIES 1. To respond to all queries and requests for assistance from patients and visitors at reception ensuring at all times that enquires from patients are efficiently and courteously handled. 2. To ensure that telephones are answered promptly and politely at all times, accurate messages taken and calls passed to the appropriate person as necessary, supplying information as required in a timely fashion. 3. To ensure that scanning, filing, record keeping and distribution of documents are undertaken efficiently and promptly. 4. To ensure that the waiting area and leaflet stands are at all times kept tidy and leaflets are re-stocked or removed as required and to check and put away deliveries of stock as required. 5. Use the surgery computer system for appointments, patient data, repeat prescriptions and other patient related tasks. 6. Greet patients and log arrival on the computer/show patients how to use the automated booking in service. 7. Collect any necessary information from the patient for their consultation, deal with any enquiries and provide any information the patient may need. 8. To send out recall letters or electronic invitations for chronic disease quality marker clinics in line with requirements of the GP Contract. 9. Record requests for house calls, ensuring accurate details are taken and print off visit summary. 10. To prepare mail for posting on a daily basis and deal with incoming mail as required, including date stamping. 11. To file all correspondence in appropriate files on a daily basis. 12. To prepare acute/repeat prescriptions for GP signature, ensuring at all times the correct name, address and date of birth of the patient. 13. To assist with new patient registrations together with inputting their necessary data onto computer and making up new files/amalgamating and process amendments to patient records. 14. To book interpreters as and when required for patients and advise whether or not request has been completed. 15. To ensure the prompt return of patient files on a weekly basis, ensuring that a printed summary/scanned images are included before returning. 16. To advise patients of relevant charges for private services, accept payment and issue receipts if necessary. 17. To photocopy information when required, ensuring photocopying is kept up to date at all times. 18. To cover duties of absent members of staff as and when required including cover during tea/lunch breaks at reception as and when required. 19. To send out DNA letters to patients. 20. To act as chaperone when requested and print off smear forms for the patient/check patient specific directives (PSD). 21. To attend staff meetings as required and participate fully in annual staff appraisal. 22. Any other clerical/reception duties as deemed appropriate and requested by line managers. 23. To be flexible in the workplace in terms of hours worked as and when the need arises. 24. To operate start and end of day procedures in line with practice policy and ensure premises are prepared for staff to receive patients and also secured after use. 25. To provide an efficient audio/copy typing service for GPs and health professionals as required. This includes the typing of letters, reports, patient referrals and liaising with organisations relating to patient matters in an accurate and quality manner. 26. To help and direct patients to see the most appropriate person/department for their request. This Job Description will be subject to review in the light of changing circumstances and is not intended to be rigid or inflexible but should be regarded as providing guidelines within which the individual works. Other duties, of a similar nature and appropriate to the job grade, may be assigned from time to time. HEALTH AND SAFETY RESPONSIBILITIES You should take note that under the Health & Safety at Work Legislation, you are required to take all reasonable steps while at work to ensure your own health and safety and the health and safety of those who may be affected by your acts or omissions at work. You are also required to co-operate fully with regard to implementation of health and safety arrangements and you should not interfere with or misuse anything provided in the interests of Health, Safety and Welfare at Work. SMOKING POLICY The Practice operates a Smoke Free policy and all employees must comply with this. EQUAL OPPORTUNITIES The Practice is an equal opportunities employer and the post-holder will be expected to adhere to all equal opportunities principles. CONFIDENTIALITY An employee shall not as an employee of the practice or following the termination of his/her employment with the practice, disclose other than to an authorised person or in the course of duty, without lawful authority, any matter or information which he/she has obtained or to which he/she has had access owing to his/her official position. In addition, you shall be required to comply with the requirements of the Data Protection Act, in so far as the practice is concerned. It should be noted in this connection that any unauthorised disclosure of information covered by the Act is a criminal offence. INFORMATION TECHNOLOGY SECURITY POLICY You are required to work within the remit of the practice security policy. As a consequence of the above unauthorised/inappropriate use of computers including the internet, email, passwords, computer packages etc will be regarded as gross misconduct and will be treated as such under the practice disciplinary procedure. PRACTICE POLICIES/PROTOCOLS All employees at Nelson Medical Practice have ready access to the Employee Handbook regarding personnel matters. This handbook should be referred to at all times and read in conjunction with practice protocols on the desktop. Staff will be expected to dress appropriately and wear their uniform at all times, including wearing a name badge. Job description Job responsibilities JOB TITLE: Care Navigator/Receptionist REPORTS TO: Reception Manager RESPONSIBLE TO: Practice Manager ACCOUNTABLE TO: GP Partnership JOB SUMMARY The purpose of the role is: To provide comprehensive administrative support for the general practice and to act as focal point for patients and staff. To receive and assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors either in person or via the telephone. Facilitate effective communication between patients and members of the healthcare community. Handle patient complaints in accordance with practice protocols. To provide an efficient and accurate support to the clinicians & patients. MAIN DUTIES 1. To respond to all queries and requests for assistance from patients and visitors at reception ensuring at all times that enquires from patients are efficiently and courteously handled. 2. To ensure that telephones are answered promptly and politely at all times, accurate messages taken and calls passed to the appropriate person as necessary, supplying information as required in a timely fashion. 3. To ensure that scanning, filing, record keeping and distribution of documents are undertaken efficiently and promptly. 4. To ensure that the waiting area and leaflet stands are at all times kept tidy and leaflets are re-stocked or removed as required and to check and put away deliveries of stock as required. 5. Use the surgery computer system for appointments, patient data, repeat prescriptions and other patient related tasks. 6. Greet patients and log arrival on the computer/show patients how to use the automated booking in service. 7. Collect any necessary information from the patient for their consultation, deal with any enquiries and provide any information the patient may need. 8. To send out recall letters or electronic invitations for chronic disease quality marker clinics in line with requirements of the GP Contract. 9. Record requests for house calls, ensuring accurate details are taken and print off visit summary. 10. To prepare mail for posting on a daily basis and deal with incoming mail as required, including date stamping. 11. To file all correspondence in appropriate files on a daily basis. 12. To prepare acute/repeat prescriptions for GP signature, ensuring at all times the correct name, address and date of birth of the patient. 13. To assist with new patient registrations together with inputting their necessary data onto computer and making up new files/amalgamating and process amendments to patient records. 14. To book interpreters as and when required for patients and advise whether or not request has been completed. 15. To ensure the prompt return of patient files on a weekly basis, ensuring that a printed summary/scanned images are included before returning. 16. To advise patients of relevant charges for private services, accept payment and issue receipts if necessary. 17. To photocopy information when required, ensuring photocopying is kept up to date at all times. 18. To cover duties of absent members of staff as and when required including cover during tea/lunch breaks at reception as and when required. 19. To send out DNA letters to patients. 20. To act as chaperone when requested and print off smear forms for the patient/check patient specific directives (PSD). 21. To attend staff meetings as required and participate fully in annual staff appraisal. 22. Any other clerical/reception duties as deemed appropriate and requested by line managers. 23. To be flexible in the workplace in terms of hours worked as and when the need arises. 24. To operate start and end of day procedures in line with practice policy and ensure premises are prepared for staff to receive patients and also secured after use. 25. To provide an efficient audio/copy typing service for GPs and health professionals as required. This includes the typing of letters, reports, patient referrals and liaising with organisations relating to patient matters in an accurate and quality manner. 26. To help and direct patients to see the most appropriate person/department for their request. This Job Description will be subject to review in the light of changing circumstances and is not intended to be rigid or inflexible but should be regarded as providing guidelines within which the individual works. Other duties, of a similar nature and appropriate to the job grade, may be assigned from time to time. HEALTH AND SAFETY RESPONSIBILITIES You should take note that under the Health & Safety at Work Legislation, you are required to take all reasonable steps while at work to ensure your own health and safety and the health and safety of those who may be affected by your acts or omissions at work. You are also required to co-operate fully with regard to implementation of health and safety arrangements and you should not interfere with or misuse anything provided in the interests of Health, Safety and Welfare at Work. SMOKING POLICY The Practice operates a Smoke Free policy and all employees must comply with this. EQUAL OPPORTUNITIES The Practice is an equal opportunities employer and the post-holder will be expected to adhere to all equal opportunities principles. CONFIDENTIALITY An employee shall not as an employee of the practice or following the termination of his/her employment with the practice, disclose other than to an authorised person or in the course of duty, without lawful authority, any matter or information which he/she has obtained or to which he/she has had access owing to his/her official position. In addition, you shall be required to comply with the requirements of the Data Protection Act, in so far as the practice is concerned. It should be noted in this connection that any unauthorised disclosure of information covered by the Act is a criminal offence. INFORMATION TECHNOLOGY SECURITY POLICY You are required to work within the remit of the practice security policy. As a consequence of the above unauthorised/inappropriate use of computers including the internet, email, passwords, computer packages etc will be regarded as gross misconduct and will be treated as such under the practice disciplinary procedure. PRACTICE POLICIES/PROTOCOLS All employees at Nelson Medical Practice have ready access to the Employee Handbook regarding personnel matters. This handbook should be referred to at all times and read in conjunction with practice protocols on the desktop. Staff will be expected to dress appropriately and wear their uniform at all times, including wearing a name badge. Person Specification Qualifications Essential Educated to GCSE level (or equivalent) including Grade C in English & Maths. Desirable ECDL/CLAIT or other IT qualification. NVQ level 2 in customer service. Medical receptionist diploma. EDCL/RSA Typing qualification with the ability to touch type. Experience Essential One years experience in busy customer service or reception environment. Experience of working in a team. Experience of using own initiative. Desirable Previous NHS experience. Experience of computerised recording systems. Experience of using EMIS Web. Understanding of health and safety policies and procedures. Knowledge Essential Knowledge or experience of working with standard office equipment e.g. scanners, copiers, printers, and telephones. An understanding of a General Practice Reception environment. Desirable Confidence to use own judgement based on resourcefulness and local knowledge in response to patient or staff queries. Understanding of local health issues. Disposition Essential Quick to grasp new points and a pleasant articulate manner. Good attendance record in previous employment. Flexible in relation to working hours. Ability to work as part of an integrated, multi skilled team. Approachable and positive. Able to maintain strict confidentiality at all times. Good punctuality and professional appearance. Able to demonstrate compassion and patience. Enthusiastic, honest and reliable. Self motivated. Able to take instructions. Desirable Able to work flexibly in a changing environment. Sensitivity and awareness of minority group needs. Gain satisfaction from helping others. Skills/Abilities/Aptitude Essential Basic computer skills including email, spreadsheets, word processing, preferably Microsoft Office. Willingness to develop and the ability to use on-line learning systems confidently. Good interpersonal/organisational skills and the ability to manage own workload. Good communications skills, face to face and over the telephone and in writing. Ability to deal appropriately with difficult situations and work under pressure, including being able to remain calm when dealing with conflict. Logical thinker, able to file accurately. Ability to translate information and details accurately, both verbally and in writing. Time Management and the ability to work to deadlines. Desirable Good level of skills in spreadsheets and word processing. Person Specification Qualifications Essential Educated to GCSE level (or equivalent) including Grade C in English & Maths. Desirable ECDL/CLAIT or other IT qualification. NVQ level 2 in customer service. Medical receptionist diploma. EDCL/RSA Typing qualification with the ability to touch type. Experience Essential One years experience in busy customer service or reception environment. Experience of working in a team. Experience of using own initiative. Desirable Previous NHS experience. Experience of computerised recording systems. Experience of using EMIS Web. Understanding of health and safety policies and procedures. Knowledge Essential Knowledge or experience of working with standard office equipment e.g. scanners, copiers, printers, and telephones. An understanding of a General Practice Reception environment. Desirable Confidence to use own judgement based on resourcefulness and local knowledge in response to patient or staff queries. Understanding of local health issues. Disposition Essential Quick to grasp new points and a pleasant articulate manner. Good attendance record in previous employment. Flexible in relation to working hours. Ability to work as part of an integrated, multi skilled team. Approachable and positive. Able to maintain strict confidentiality at all times. Good punctuality and professional appearance. Able to demonstrate compassion and patience. Enthusiastic, honest and reliable. Self motivated. Able to take instructions. Desirable Able to work flexibly in a changing environment. Sensitivity and awareness of minority group needs. Gain satisfaction from helping others. Skills/Abilities/Aptitude Essential Basic computer skills including email, spreadsheets, word processing, preferably Microsoft Office. Willingness to develop and the ability to use on-line learning systems confidently. Good interpersonal/organisational skills and the ability to manage own workload. Good communications skills, face to face and over the telephone and in writing. Ability to deal appropriately with difficult situations and work under pressure, including being able to remain calm when dealing with conflict. Logical thinker, able to file accurately. Ability to translate information and details accurately, both verbally and in writing. Time Management and the ability to work to deadlines. Desirable Good level of skills in spreadsheets and word processing. 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 Nelson Medical Practice Address Yarnspinners Health Centre Carr Road Nelson Lancashire BB9 7SR Employer's website https://www.nelsonmedicalpracticelancs.nhs.uk/ (Opens in a new tab)