About this role
Job summary
We are looking to recruit an enthusiastic individual to join our well established reception team for 30 - 37 hours per week, working between the hours of 7:45 and 18:30.
You are the first voice patients hear and the first face they see when they visit the surgery.
We pride ourselves on our consistent professional, compassionate and caring attitude towards all patients and visitors to the practice.
Main duties of the job
The Care Navigator role requires excellent communication, triage, prioritisation, and organisational skills, along with the ability to manage a wide range of administrative tasks in a busy primary care environment.
You will support patients in accessing the most appropriate service or healthcare professional, respond to day-to-day enquiries, process medication requests, and manage document scanning and workflow tasks. Patient interactions may take place face-to-face, by telephone, or through online systems, so confidence in using a variety of communication and digital platforms is essential.
The role also involves providing administrative and operational support to the wider practice team, helping to ensure the delivery of safe, effective, and patient-centred care.
About us
We are a friendly family practice and have been looking after our local population for over 90 years.
Our clinical team at Newburn Surgery includes six GPs, two Practice Nurses and two Health Care Assistants.
The practice is managed by a Practice Manager and a Deputy Practice Manager
We are a teaching practice training medical students, doctors and nurses.
We are a member of the Newcastle Outer West Primary Care Network.
We use SystmOne as our clinical system.
Job description Job responsibilities
Provide a professional, friendly, and efficient first point of contact for patients and visitors. Assess and direct patient requests to the most appropriate clinician, service, or healthcare professional using agreed protocols. Manage incoming telephone calls, online requests, and face-to-face enquiries. Book, amend, and cancel appointments as required. Support patients in accessing practice and community services. Maintain confidentiality and handle sensitive information appropriately. Process repeat prescription requests in accordance with practice procedures. Scan, code, and accurately file patient correspondence and clinical documentation. Process incoming and outgoing correspondence. Maintain accurate patient records and update demographic information as required. Support workflow management and ensure tasks are completed within agreed timescales. Work collaboratively with clinicians and administrative colleagues to support practice operations. Assist with the smooth day-to-day running of reception and administrative functions. Contribute to continuous improvement initiatives and practice development. Participate in training and development activities as required. Adhere to practice policies, procedures, and NHS guidance.
Person Specification
Experience Essential
Experience of working in a customer service or administrative role. Excellent verbal and written communication skills. Strong organisational and prioritisation skills. Ability to remain calm and professional in a busy environment. Good IT skills and confidence using digital systems. Ability to work effectively both independently and as part of a team. Understanding of confidentiality and data protection requirement.
Desirable
Experience working within a GP practice, NHS, or healthcare setting. Knowledge of using SystmOne software. Proficient with Word, Outlook and Excel.
Qualifications Essential
GCSE grade A to C in English and Maths
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 Newburn Surgery
Address 4 Newburn Road
Newburn
Newcastle upon Tyne
NE15 8LX
United Kingdom
Employer's website https://www.newburnsurgery.nhs.uk (Opens in a new tab)