Receptionist / Care navigatorNHS

Job summary

We are looking for a friendly, professional and motivated Receptionist to join our busy GP Practice team.

As the first point of contact for patients, you will play a key role in providing a welcoming, efficient and high-quality service. The role includes reception and telephone duties, appointment management, patient queries and care navigation, ensuring patients are directed to the most appropriate healthcare professional or service.

The successful candidate must have previous experience using EMIS Web and ideally have experience working within a GP Practice or NHS setting. You will need excellent communication and organisational skills, the ability to remain calm under pressure and a professional, compassionate approach to patients.

Confidentiality, teamwork and a commitment to delivering excellent patient care are essential.

Main duties of the job

• Provide a professional, welcoming and efficient reception service to patients, visitors and healthcare professionals.
• Answer telephone calls promptly and courteously, dealing with enquiries appropriately and taking accurate messages.
• Book, amend and cancel appointments using EMIS Web, ensuring patients are directed to the most appropriate service.
• Undertake care navigation, assessing patient needs within the scope of the role and signposting to appropriate clinicians, services or community resources.
• Register new patients and maintain accurate and up-to-date patient records.
• Process requests for prescriptions, test results and other routine patient enquiries in line with practice procedures.
• Maintain strict confidentiality and comply with GDPR, practice policies and NHS requirements.
• Manage challenging or sensitive situations calmly and professionally, escalating concerns where appropriate.
• Liaise effectively with GPs, nurses, administrative staff and external healthcare providers.
• Support the wider practice team with administrative duties and contribute to the smooth running of the practice.
• Follow practice protocols for safeguarding, infection prevention, health and safety and information governance.
• Participate in training, team meetings and service improvement activities as required.

Job description

Job Description GP Practice Receptionist

Job Title: GP Practice Receptionist

Location: Dingle Park Practice

Responsible to: Practice Manager

Accountable to: Practice Manager / Partners

Job Purpose

To provide a professional, friendly and efficient reception service to patients and visitors, supporting the delivery of high-quality primary care services. The postholder will be responsible for reception and administrative duties, appointment management and care navigation, ensuring patients are directed to the most appropriate service.

Main Duties and Responsibilities

• Provide a friendly, professional and welcoming reception service.
• Answer telephone calls and deal with patient enquiries appropriately and sensitively.
• Book, amend and cancel appointments using EMIS Web.
• Undertake care navigation, identifying patients needs and directing them to the most appropriate clinician, service or community resource.
• Maintain accurate and up-to-date patient records on EMIS Web.
• Process administrative requests, including prescription and test-result enquiries, in accordance with practice procedures.
• Register new patients and process patient information accurately.
• Maintain patient confidentiality and comply with GDPR and information governance requirements.
• Deal appropriately with challenging situations and escalate concerns when necessary.
• Liaise effectively with GPs, nurses, administrative staff and other members of the multidisciplinary team.
• Follow practice policies relating to safeguarding, health and safety, infection prevention and confidentiality.
• Participate in staff meetings, training and practice development activities.
• Undertake other reasonable duties appropriate to the role and needs of the practice.

Key Responsibilities

The postholder will be expected to work as part of the wider practice team, demonstrating a positive and flexible approach while maintaining high standards of patient care, professionalism and confidentiality at all times.

About us

Dingle Park Practice is a friendly, well-established GP Practice based in Liverpool, providing high-quality NHS services to our local community.

We are a busy and forward-thinking practice with a diverse, multidisciplinary team including GPs, nurses, healthcare assistants, pharmacists, physiotherapists, social prescribers, care coordinators, administrators and reception staff.

We pride ourselves on providing compassionate, patient-centred care while supporting our staff to work together as one team. We are a training practice and are committed to developing our workforce and continually improving the services we provide.

We are looking for someone who shares our values, enjoys working as part of a team and is committed to providing a friendly and professional service to our patients.