About this role
Job summary
An exciting opportunity has arisen to welcome new members to the reception team at Picton Medical Centre, a friendly, long-established and busy GP practice serving the Manningham area of Bradford.
We are looking for friendly, organised and motivated individuals to join our team as Receptionists / Care Navigators. Working across our two practice sites, you will play an important role in providing a welcoming, professional and efficient service to patients, visitors and colleagues.
You will be a key point of contact for patients, helping them access the most appropriate services while supporting the smooth day-to-day running of the practice. The role would suit someone with excellent communication and customer service skills who can work well under pressure, use their initiative and contribute positively to a busy team.
The positions are permanent and part-time, offering 25 hours or more per week at £12.71 per hour. Flexibility is essential, as you will be required to work across both practice sites. Shift will be 8-1pm or 1-6pm. Staff working until 6pm may be required to cover some shifts until 6:30pm
Interested applicants are encouraged to apply early, as shortlisting will begin as soon as the advert goes live.
Main duties of the job
As a Receptionist / Care Navigator, you will provide reception, patient navigation and administrative support to the practice team. Your main duties will include:
Welcoming patients and visitors and responding to enquiries professionally and courteously.
Answering telephone calls promptly, recording messages accurately and directing enquiries to the appropriate team member.
Helping patients access the most appropriate service or appointment pathway in accordance with practice procedures.
Booking routine and same-day appointments using the practice appointment system.
Processing prescription and home visit requests in line with agreed procedures.
Scanning, coding and processing correspondence and maintaining accurate patient records using SystmOne.
Liaising with clinicians, colleagues and other healthcare professionals to support patient care.
Providing general administrative support to the clinical and wider practice teams.
Promoting the practice's online services and helping patients access services appropriately.
Maintaining patient confidentiality and following practice policies, procedures and information governance requirements.
Supporting the smooth running of reception and ensuring a professional, organised and welcoming environment.
You will need to be adaptable, organised and able to manage competing priorities while maintaining a high standard of customer service.
About us
Picton Medical Centre is a friendly, established GP practice serving the Manningham community in Bradford. We have been providing services to the local community for over 20 years and operate across two sites.
Our practice is committed to delivering accessible, patient-centred care and continually improving the services available to our patients. Our reception and administrative teams are essential to this work, supporting our clinicians and helping patients navigate the services available to them.
We value teamwork, professionalism, confidentiality and excellent communication. We are looking for people who share these values and want to make a positive contribution to the experience of our patients and the wider practice team.
Our locations:
Picton at Westbourne Green, 50 Heaton Road, Bradford, BD8 8RA.
Picton at Whetley Medical Centre, 2 Saplin Street, Bradford, BD8 9DW.
Job description Job responsibilities Job title: Receptionist / Care Navigator
Contract: Permanent, part-timeHours: 25 hours or more per weekPay: £12.71 per hourWork base: Picton at Westbourne Green and Picton at Whetley Medical Centre, Bradford.
Main responsibilitiesReception and patient care navigation
Welcome patients and visitors in a polite, professional and helpful manner.
Act as the first point of contact for patients, responding to enquiries face-to-face and by telephone.
Help patients access the most appropriate service or appointment pathway in accordance with practice procedures.
Book routine and same-day appointments using the practice appointment system.
Manage patient arrivals and help ensure the smooth flow of patients to their appointments.
Deal with enquiries calmly and efficiently, providing clear information and directing queries to the appropriate team member.
Maintain a welcoming, calm and professional reception environment.
Handle sensitive or challenging situations professionally and courteously.
Telephone and communication
Answer telephone calls promptly, aiming to answer within four rings where possible.
Record messages accurately on SystmOne and ensure they are passed to the appropriate person for action.
Liaise with the duty doctor and other clinical staff regarding patient queries and instructions.
Deal with actions arising from clinical consultations and requests in line with agreed procedures.
Use email and internal communication systems effectively.
Liaise with other healthcare professionals, secondary care providers and community services when required.
Clinical and administrative support
Process prescription and home visit requests in line with practice procedures.
Prepare daily prescription lists for the pharmacist.
Prepare daily home visit lists and print relevant patient summaries.
Scan and code incoming correspondence into SystmOne in accordance with agreed protocols.
Ensure patient information is entered accurately and all assigned tasks are completed on SystmOne.
Provide administrative support to the clinical and wider practice teams.
Support the delivery of local and enhanced services and contribute to practice targets, including the Quality and Outcomes Framework (QOF).
Undertake photocopying, shredding and other general administrative duties.
Receive and receipt payments in accordance with practice procedures.
Promote the practice's online services to support patient access and engagement.
Teamwork and practice support
Work collaboratively with reception colleagues, clinicians and the wider multidisciplinary team.
Respond appropriately to changing workloads and priorities.
Follow instructions from the Practice Manager, supervisors and relevant clinical staff.
Maintain an awareness of relevant NHS and local primary care services and administrative processes.
Complete training and development activities as required.
Work towards objectives and targets agreed with the Practice Manager as part of the annual appraisal process.
Health, safety and confidentiality
Maintain patient confidentiality and handle personal information securely at all times.
Follow practice policies, procedures, information governance requirements and health and safety guidance.
Keep reception and work areas tidy, organised and accessible.
Ensure confidential patient information is not left visible or accessible to unauthorised individuals.
Follow practice security arrangements and ensure designated areas are secured at the end of the working day.
Switch off electrical equipment where appropriate and ensure the building is secured when required.
Ensure telephone lines are transferred to the designated out-of-hours provider in accordance with practice procedures.
Working patternThe role offers a flexible shift pattern across five days, Monday to Friday. Shifts will generally be allocated between:
Morning shift: 8.00 am 1.00 pm.
Afternoon shift: 1.00 pm 6.00 pm.
On some days, the post holder will be required to work until 6.30 pm to meet the operational needs of the practice.
Flexibility is essential, as the successful candidate will be required to work across both practice sites according to service requirements.
Additional informationThis job description is not exhaustive. The post holder may be required to undertake other duties appropriate to the role and level of responsibility, in line with the needs of the practice.
Person Specification
Qualifications Essential
A minimum of five GCSEs or equivalent, including English and Mathematics at grades AC or equivalent.
Desirable
NVQ or equivalent qualification in Customer Service or a related subject.
Knowledge and Skills Essential
Excellent written and verbal communication skills. Good IT skills and confidence using computer systems. Strong interpersonal skills and the ability to communicate professionally with a wide range of people. Good time management and the ability to work to deadlines. Effective planning and organisational skills. The ability to remain calm and work effectively under pressure. A flexible and adaptable approach to changing priorities. Self-motivation and the ability to work independently and as part of a team. An understanding of patient confidentiality and the importance of handling sensitive information appropriately. An understanding of the general practice environment and the importance of providing a professional, patient-focused service. The ability to follow procedures and maintain accuracy when dealing with patient information.
Desirable
Negotiation and conflict management skills. Problem-solving skills. The ability to manage challenging situations professionally and sensitively. Previous medical receptionist or GP practice experience is desirable but not essential. We welcome applications from candidates who can demonstrate the essential skills, experience and personal qualities required for the role.
Experience Essential
Experience of working effectively with others. Experience of using own initiative to resolve issues and complete tasks. Experience in a customer service role. Practical experience of using computerised recording systems.
Desirable
Experience working in a GP reception or primary care environment. Experience using the SystmOne clinical system.
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 Picton Medical Centre
Address 50 Heaton Road
Bradford
West Yorkshire
BD8 8RA
United Kingdom
Employer's website https://www.pictonmedicalcentre.nhs.uk/ (Opens in a new tab)