About this role
Job summary
We are seeking a friendly, organised, and highly motivated individual to join our busy GP practice as a Receptionist-Care Navigator. As the first point of contact for our patients, you will play a vital role in ensuring a welcoming and professional experience, delivering excellent customer service both in person and over the telephone.
This is a varied and fastpaced role where you will be responsible for managing appointments, handling patient enquiries, and supporting the smooth daytoday running of the practice. The ideal candidate will have strong communication skills, the ability to remain calm under pressure, and a genuine commitment to patient care.
Main duties of the job
The postholder will be responsible for providing an efficient and effective reception service, acting as the first point of contact for patients, visitors and external agencies. They will receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous and professional manner.
They will support the delivery of patient services by operating the practice appointment system, managing patient enquiries and undertaking care navigation to ensure patients are signposted to the most appropriate service. The postholder will carry out a range of administrative duties, including the processing of repeat prescriptions, clinical correspondence and the maintenance of accurate patient records in line with practice policies and procedures.
The postholder will work collaboratively as part of the practice team to support the smooth day-to-day running of the service and contribute to the delivery of high-quality, patient-centred care. They will ensure confidentiality is maintained at all times and that patients are treated with dignity and respect.
About us
The Nile Practice has a list size of 9900 patients and is across 3 sites, Cheslyn Hay, Cannock and Hednesford. We are also a member of Cannock Villages PCN.
Our practice is home to a dedicated multidisciplinary team including GPs, ANP's, Nurses, Healthcare Assistants, Administrative staff. We also receive support from ARRS staff including Pharmacists, Care Co-ordinator, Physiotherapist, Dietician, Mental Health Nurse and Social Prescribers, who work collaboratively to provide safe, effective care to our patient population.
We pride ourselves on maintaining a welcoming, inclusive, and supportive working environment, where all staff are valued. Teamwork, respect, and open communication are central to our work ethic.
You will be joining a highly experienced and supportive team that values collaboration and shared learning. The atmosphere within the practice is friendly, professional, and patient-focused, ensuring a positive experience for both staff and patients. We support development through training, mentoring, and opportunities to grow within the organisation.
Job description Job responsibilities
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 on factors such as workload and staffing levels:
a. Process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition
b. Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately
c. Process patient requests for appointments using e-consult triage system
d. Process repeat prescription requests
e. Initiate contact with and respond to requests from patients, team members and external agencies
f. Enter read-code data on EMIS
g. Photocopy documentation as required
h. Process online new registrations
i. Input data into the patients healthcare records as necessary
j. Process referrals using electronic referral system (ERS)
k. Direct requests for information, e.g. SAR, insurance/solicitors letters and DVLA forms, to the appropriate team member
l. Manage all queries as necessary in an efficient manner
m. Carry out system searches as requested
n. Maintain a clean, tidy, effective working area at all times
o. Monitor and maintain the reception area and noticeboards
p. Support all clinical staff with general tasks as required
Person Specification
Experience Essential
Experience of working in a primary care environment Experience of working with the general public Experience of working in a healthcare setting Experience with working on EMIS clinical system
Qualifications Essential
Educated to GCSE level or equivalent Effective time management (planning & organising) Ability to work as a team member and autonomously Good interpersonal skills Ability to follow clinical policy and procedure Polite and confident Flexible and cooperative Motivated Problem solver with the ability to process information accurately and effectively, interpreting data as required High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure / in stressful situations Able to communicate effectively and understand the needs of the patient Effectively utilises resources Punctual and committed to supporting the team effort
Desirable
Experience of working in a primary care environment Active signposting or Care Navigator training qualification Healthcare qualification (level 2) or working towards gaining equivalent level Customer service qualification (NVQ) or equivalent Competent in the use of Office and Outlook EMIS user skills
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 The Nile Practice
Address High Street
Cheslyn Hay
Walsall
WS6 7AE
United Kingdom
Employer's website https://www.thenilepractice.co.uk (Opens in a new tab)