About this role
Job summary Job Overview
We are looking for a friendly, professional and enthusiastic Front of House team member to join us at Lea Wharf Medical.
As one of the first points of contact for our patients, you will play an important role in providing a welcoming and efficient service, both face-to-face and over the telephone. You will support patients with a wide range of enquiries, help them access the right services and work closely with our clinical and administrative teams to ensure the smooth day-to-day running of the practice.
This is a busy and varied role, so we are looking for someone who enjoys working with people, communicates confidently and compassionately, and can remain calm and organised when priorities change.
Lea Wharf Medical is a large and developing GP practice in Hertford. You will be joining a supportive multidisciplinary team where teamwork is important and there are opportunities to learn, develop your skills and gain valuable experience within primary care.
Previous GP practice experience would be beneficial but is not essential. A positive attitude, excellent customer service skills and a genuine commitment to providing a great experience for our patients are what matter most.
Main duties of the job
Welcoming patients and visitors and dealing with enquiries at reception.Answering telephone calls and supporting patients to access the most appropriate service.Booking, changing and cancelling appointments in line with practice procedures.Processing patient requests and administrative queries accurately and efficiently.Signposting patients to appropriate members of the practice team and other healthcare services.Maintaining accurate patient records and handling confidential information appropriately.Working closely with clinical and administrative colleagues to support effective patient care.Managing challenging or sensitive situations professionally and escalating concerns when required.Completing general reception and administrative duties to support the day-to-day running of the practice.
About us About Lea Wharf Medical
Lea Wharf Medical is a large and forward-thinking GP practice based in Hertford, providing primary care services to a growing patient population.
Our team includes GPs, nurses, healthcare assistants, pharmacists and a wide range of administrative and support colleagues, all working together to provide high-quality, accessible care to our patients.
We are a busy practice with a friendly and supportive working environment. We value teamwork, communication and continuous improvement, and encourage our staff to contribute ideas and develop their skills.
Joining Lea Wharf Medical offers the opportunity to become part of a diverse multidisciplinary team, gain valuable experience within primary care and develop within an organisation that is continually evolving to meet the needs of its patients and community.
Job description Job responsibilities Job Description Front of House / Care Navigator
The Front of House / Care Navigator is an important member of the patient services team and is often the first point of contact for patients at Lea Wharf Medical.
The role involves providing a friendly and professional service face-to-face and over the telephone, supporting patients with enquiries and helping them access the most appropriate service or member of the practice team.
Main ResponsibilitiesWelcome patients and visitors and manage reception enquiries.Answer incoming telephone calls and respond to patient queries.Care navigate patients to the most appropriate clinician, service or team using agreed practice pathways.Book, amend and cancel appointments in line with practice procedures.Support patients with general enquiries, including prescriptions, test results and other administrative requests.Accurately record information and maintain patient records on the clinical system.Recognise urgent or concerning situations and escalate appropriately.Manage difficult or sensitive conversations calmly and professionally.Maintain patient confidentiality and follow information governance procedures at all times.Work closely with clinical and administrative colleagues to support the smooth running of the practice.Complete required training and contribute positively to the wider practice team.The post holder will not provide clinical advice or make clinical decisions and should seek appropriate support where a patient's needs fall outside agreed care navigation pathways.
Person Specification
Knowledge and Skills Essential
-Ability to multitask and remain calm under pressure -Ability to work effectively as part of a team -Understanding of the importance of confidentiality and data protection -Strong customer service and interpersonal skills
Desirable
-Previous knowledge of working within a GP practice or NHS environment -Experience of managing high volumes of telephone and face-to-face enquiries
Experience Essential
-Excellent customer service and communication skills, with a professional and welcoming manner. -Confident communicating with patients face-to-face and over the telephone. -Ability to remain calm, professional and compassionate when dealing with upset, anxious or challenging patients. -Strong attention to detail and ability to maintain accurate records. -Willingness to undertake all required training and development for the role.
Desirable
-Previous experience working in a GP practice, NHS or other healthcare environment. -Previous experience in a reception, front-of-house, call-handling or customer service role. -Experience dealing with a high volume of telephone calls and face-to-face enquiries. -Experience using SystmOne or another clinical system. -Knowledge of GP practice appointment systems and patient access routes. -Understanding of NHS confidentiality, GDPR and information governance requirements.
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 Lea Wharf Medical
Address 17 Bircherley Green
Hertford
SG14 1BN
United Kingdom
Employer's website https://www.leawharfmedical.nhs.uk/ (Opens in a new tab)