Medical Receptionist​/Care navigator

Albany House Surgery is recruiting a medical receptionist and care navigator after a team member reduced their hours. The post combines front-desk reception with care navigation, directing patients to the right clinician or service, and with scanning and coding clinical records. It suits someone with reception and healthcare experience who is comfortable working in EMIS and Docman. Strong IT skills and an understanding of confidentiality are essential.

• Provide the first point of contact for patients and visitors, handling enquiries in person, by phone and online
• Care navigation: directing patients to the most appropriate clinician or service, inside and outside the practice
• Scan, code and process clinical documentation in line with practice protocols, keeping data accurate
• Process appointment requests and register new patients on EMIS
• Log and assess emergency appointment and home visit requests by urgency, following practice protocol
• Process repeat prescription requests and handle prescription queries
• Handle cremation forms and death certificates, notifying relevant departments
• Monitor the reception email account, E-Consult messages and Docman workflow
• Answer calls and relay information, following up letters, results, samples and paperwork with clinicians
• Record and safely store vaccine and medication deliveries
• Open and secure the premises, and keep the reception area calm, clean and tidy
• Arrange interpreting services and coordinate with third-party agencies as directed by GPs

• Experience of reception work
• Experience of working with the general public
• Experience of working in healthcare

• Basic IT skills, particularly data entry
• Good interpersonal skills and written and verbal communication
• Clear and polite telephone etiquette
• Planning, organising and meeting deadlines
• Problem-solving ability
• Understanding of confidentiality and information governance

• Smart, polite and confident manner
• Able to work under pressure and on own initiative
• Team player
• Flexible approach

• Experience of working in primary care or general practice
• Knowledge of EMIS, including booking appointments and running searches
• Knowledge of Docman
• Knowledge of Microsoft Office (email, Word, Excel)
• Knowledge of the Accurx messaging system
• Team management or HR skills
• Strong leadership qualities

• Training provided for care navigation
• Professional development in a supportive team
• Regular team meetings to share ideas and best practice