Care Navigator​/Receptionist

An opportunity has arisen within our Care Navigation team!

We are looking to welcome an enthusiastic, hardworking, and committed individual with excellent communication and interpersonal skills to join our team.

Although previous experience in this role is an advantage, we do provide full training for this post and so this is not essential. So if you think you may have the skills required for this post and you would like to join our team, even without experience, please do apply.

The successful candidate will be working as part of a team who are mostly the first point of contact in the practice. This is a fast-paced and busy role where multi-tasking and strong organisational skills are essential. Personal resilience and the ability to thrive under pressure are also essential qualities for success in this role. We have an experienced team who are happy, friendly and approachable.

You must be able to adhere to the practice's strict confidentiality policy for this role.

• Ability to adapt to fluctuating service demands and maintain efficiency.
• Polite and professional telephone manner, even when under pressure.
• Empathetic and confident when helping patients, practice staff and clinicians face-to-face, online or over the phone.
• A strong desire to learn and be taught, ability to learn quickly and apply consistent attention to detail.

For this role you will need good IT & English skills, as you will be regularly writing responses & communicating with patients via online message, email & text messages.

Merton Lodge Surgery is a rural GP practice based in the town of Alford, Lincolnshire. We serve a list of approximately 7,000 patients and are proud to be rated Good by the CQC.

Our dedicated multi-disciplinary team includes General Practitioners, Advanced Nurse Practitioners, Nurses, Health Care Assistants, and Administrative staff who work closely together to provide a caring and efficient service to our patients. The practice is led by our GP partner, two Advanced Nurse Practitioner partners, and a supportive management team who actively encourage both the personal and professional development of all staff.

At Merton Lodge Surgery, we place strong emphasis on teamwork, collaboration, and staff wellbeing. We believe that mutual respect and high morale are central to delivering excellent patient care, and we are proud to foster a workplace culture where every team member feels valued. Many of our colleagues have been with us for a significant number of years, reflecting the strength of our team culture, and our regular staff feedback surveys consistently show high levels of satisfaction.

Staff also have access to a comprehensive wellbeing programme, reflecting our commitment to supporting those who support our patients.

• 5 weeks of annual leave PLUS bank holidays.
• Option to opt-in to an excellent NHS pension scheme.
• Blue Light Card

The following are the core responsibilities of the Care Navigator. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

• Process and effectively signpost patients via AccuRX or phone to the appropriate healthcare professional, depending on the presenting condition and in line with the Care Navigator triage tool
• Answer incoming phone calls, transferring calls or dealing with the caller's requests appropriately
• Action incoming messages on AccuRX appropriately and in a timely manner
• Process patient requests for appointments
• Initiate contact with and respond to requests from patients, team members and external agencies
• Complete opening and closing procedures in accordance with the duty rota allocation displayed on the whiteboard
• Complete daily workload tasks in accordance with the duty rota allocation displayed on the whiteboard
• Welcome visitors and sign in as per practice procedure
• Photocopy documentation as required
• Data entry of new and temporary registrations and relevant patient information as required
• Print and file patient blood forms as per practice Standard Operating Procedure
• Print…