Reception​/care navigator

Downton Road Surgery is recruiting a part-time receptionist and care navigator for its reception team. The role is the first point of contact for patients in person and by phone, directing them to the right service, and it also covers back-office administration such as third-party documents, prescriptions and GP requests. The post is 20 hours a week, split between front-of-house and behind-the-scenes work.

Applicants need GCSE English and Maths at grade C or above.

• First point of contact for patients in person and by phone, signposting them to the right service
• Maintain the appointment system and book appointments and home visits, including personal, telephone and e-requests
• Answer incoming calls, transferring them or dealing with the query
• Identify patients needing urgent care and direct them appropriately
• Handle emergency calls from patients and clinical staff, dialling 999 when required
• Deal safely and appropriately with angry or stressed people
• Process incoming and outgoing post, third-party documents, prescriptions and GP requests
• Liaise with external agencies such as hospitals and community services
• Process information requests including SARs, insurance and solicitors' letters and DVLA forms
• Enter data for new and temporary registrations and patient healthcare records
• Advise on charges for private services and take payments
• Support clinical and admin colleagues, including cover for absences, and complete opening and closing procedures

• Educated to GCSE level or equivalent
• GCSE Mathematics and English at grade C or above

• Previous experience working with people

• Driven to give the best possible patient experience

• Experience of working in primary care