About this role
Job summary
We are looking for a friendly, enthusiastic, and patient-focused Medical Receptionist/Care Navigator to join our welcoming team for 30 hours per week.
As the first point of contact for patients, you will play a vital role in creating a positive experience for everyone accessing our services. The successful candidate will provide a professional and compassionate reception and administrative service, supporting patients to access the most appropriate care while helping to ensure the smooth day-to-day running of the practice.
Working within a busy and supportive team, you will use your communication and organisational skills to navigate patients to the right service, professional, or support at the right time. This is a rewarding opportunity for someone who enjoys helping people, thrives in a fast-paced environment, and is committed to delivering excellent customer service.
Serving a population of approximately 9,500 patients, Grove House Surgery is a long-established practice with over 100 years of history at the heart of our local community. We are proud to provide high-quality, patient-centred care to a diverse population and value teamwork, compassion, and respect in everything we do.
Main duties of the job
As a Medical Receptionist/Care Navigator, you will be the first point of contact for patients and visitors, providing a professional, friendly, and compassionate service. You will play a key role in helping patients access the most appropriate healthcare professional or service, while supporting the efficient day-to-day running of the practice.
Key responsibilities include
- Welcoming patients and visitors to the practice and dealing with enquiries both in person and by telephone.
- Navigating patients to the most appropriate clinician, service, or healthcare pathway based on their needs.
- Managing appointment bookings, cancellations, and recalls in line with practice procedures.
- Processing repeat prescription requests and other patient-related administrative tasks.
- Receiving, recording, and forwarding messages accurately and efficiently.
- Maintaining and updating patient records while ensuring confidentiality is upheld at all times.
- Handling incoming and outgoing correspondence, including emails and clinical documents.
- Supporting the wider practice team with administrative duties to ensure the smooth running of services.
- Promoting a positive patient experience and providing excellent customer service at all times.
This is a busy and rewarding role within a supportive team environment, offering the opportunity to make a real difference to the experience and care of our patients.
About us
Grove House Surgery is a long-established, community-focused GP practice with over 100 years of history serving our local West Yorkshire community. We provide high-quality, patient-centred care to approximately 9,500 patients and are proud of the strong relationships we have built with generations of local families.
Our multidisciplinary team includes GPs, nurses, healthcare assistants, pharmacists, care coordinators, and administrative staff, all working together to deliver accessible, compassionate healthcare. We are committed to continuous improvement and ensuring patients receive the right care, at the right time, from the right healthcare professional.
At Grove House Surgery, our work is guided by our core values of Care, Commitment, Competence, Confidentiality, Communication, and Community. These values underpin everything we do, from supporting our patients and colleagues to delivering safe, responsive, and high-quality care.
We aim to create a welcoming and supportive environment where staff feel valued and empowered to develop their skills. We are proud of our role within the local community and remain committed to improving the health and wellbeing of the diverse population we serve.
Joining Grove House Surgery offers the opportunity to work within a friendly and supportive team, making a real difference to our patients every day.
Job description
Job responsibilities
Reception and Administrative Duties
Leadership
- Ensure the delivery of high-quality patient services within a safe and efficient work environment by providing effective support to clinicians and staff.
- Maintain a calm and professional reception area, addressing disruptive behaviours politely and safely, and escalating to management when necessary. Stay informed of any updates or changes in practice guidance and team procedures.
- Assist in training new reception team members.
Front Desk
- Be the first point of contact for patients, projecting a positive and friendly image to patients and visitors.
- Assist with any queries, whether in person, over the phone, or online.
- Handle patient enquiries efficiently and courteously.
- Manage the flow of patients arriving at the reception for appointments or inquiries.
- Process payments and issue receipts for non-NHS services.
- Ensure the reception area, noticeboards, and leaflet dispensers are clean, tidy, and free from obstructions.
Registrations and Appointments
- Register new patients and schedule appointments.
- Assist with care navigation, helping patients find the most appropriate clinician or service, both within and outside the practice. (Training will be provided.)
- Monitor incoming E-Consult messages, scheduling appropriate appointments or directing them to appropriate member of staff.
- Accurately record and assess requests for emergency appointments / home visits based on urgency, following practice protocols.
- Once trained, act as a chaperone for patients during GP appointments when requested.
- Arrange interpreting services for patients as needed.
Communication
- Answer incoming phone calls promptly and professionally, ensuring calls are documented and acted upon or redirected as appropriate.
- Coordinate with GPs, Nurses, and the clinical team to relay information, follow up on documentation, results, and appointments.
- Monitor the reception email account, actioning requests and escalating urgent matters to them to appropriate member of staff when necessary.
- Liaise with GP's and clinicians to forward concerns, follow up on samples, letters, prescriptions, and other paperwork.
Prescriptions and Certificates
- Assist with processing prescriptions and addressing patient queries related to prescriptions.
- Handle Cremation Forms and Death Certificates, notifying relevant departments and accurately documenting details of the passing.
Data Handling
- Timely action SystmOne Tasks.
- Update and maintain patient records through accurate data entry.
- Manage incoming correspondence via post and electronically.
Miscellaneous
- Safely accept and record vaccine/medication deliveries, ensuring correct storage and informing relevant departments.
- Open and lock practice premises as needed, ensuring security protocols are followed.
General Duties
- Collaborate professionally with colleagues at Grove House Surgery, fostering strong working relationships.
- Contribute to the development of services, including improving processes, templates, and principles.
- Participate in any required statutory, mandatory, or additional training and development programs.
Person Specification
Skills
Essential
- Experience of working in healthcare
- Strong communication skills (both written and verbal)
- Proficient IT skills, particularly in data entry
- Clear and polite telephone etiquette
- Effective time management and ability to meet deadlines
- Strong problem-solving abilities
- Excellent interpersonal skills
Desirable
- Knowledge of SystmOne - how to book appointments, how to run searches.
- Knowledge of Accurx/Patchs messaging system
- HR skills - managing a team.
Experience
Essential
- Experience of working within a GP Practice
- Experience of reception work
Desirable
- Experience of SystmOne
- Experience of working within other Healthcare environment
Qualifications
Essential
- GCSE Grade A to C in English
Other Qualities
Essential
- Smart, polite and confident
- Excellent Planning and organising skills
- Able to perform under pressure
- Work on own initiative & Self motivated
- Team player
- Flexible
- Fully understands the importance of Confidentiality and Information Governance
Desirable
- Experience of working in Primary care
Knowledge
Essential
- Basic IT skills
- Good interpersonal and communication skills
Desirable
- Knowledge of the SystmOne clinical system
- Knowledge of Microsoft office (email/word/excel)
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
Grove House Surgery
Address
Soothill Lane
Batley
West Yorkshire
WF17 5SS
United Kingdom
Employer's website
http://www.grovehousesurgerybatley.co.uk/ (Opens in a new tab)