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Jorvik Gillygate

Care Navigator Team Leader

The closing date is 05 September 2025

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Job summary

The Reception Team Leader at Jorvik Gillygate Practice plays a crucial role in ensuring the smooth and efficient operation of the reception area. The ideal candidate will have excellent IT skills, oversee the reception team, managing patient interactions, and maintaining a welcoming and professional environment for all visitors.

The Reception Team Leader is responsible for ensuring that all administrative tasks are completed accurately and in a timely manner, contributing to the overall effectiveness of the practice.

Main duties of the job

  • Lead and manage the reception team, providing guidance, support, and training as needed.
  • Excellent IT skills, with proficiency in Microsoft Office Suite and practice management software (e.g., SystmOne, scheduling systems).
  • Oversee the scheduling and management of patient appointments, ensuring optimal use of practice resources.
  • Ensure that all patient inquiries, whether in person, over the phone, or via email, are handled promptly and professionally.
  • Maintain accurate patient records and ensure compliance with data protection regulations.
  • Monitor and manage the reception area to ensure it is tidy, welcoming, and equipped with necessary materials.
  • Collaborate with healthcare professionals and administrative staff to ensure seamless practice operations.
  • Handle any escalated patient concerns or complaints, ensuring they are resolved effectively and in line with practice policies

About us

Jorvik Gillygate Practice are a forward thinking, innovative and driven organisation who recognise that the quality of care we provide is only as good as the quality of the people that work at our practice.

We are committed to providing each other with an open friendly and supportive environment where all staff are comfortable sharing ideas and who can expect to be provided with all the tools and support, they need to enjoy working and succeeding at Jorvik Gillygate.

Details

Date posted

15 August 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

A3630-25-0011

Job locations

Woolpack House

The Stonebow

York

North Yorkshire

YO1 7NP


East Parade Medical Practice

89 East Parade

York

YO317YD


South Bank Medical Centre

175 Bishopthorpe Road

York

YO231PD


Job description

Job responsibilities

  • Team Leadership: Lead, manage, and motivate the reception team to deliver excellent customer service. Conduct regular team meetings and performance reviews to ensure staff development and engagement.
  • Operational Management: Oversee the scheduling and management of patient appointments, ensuring efficient use of practice resources and minimising wait times.
  • Patient Interaction: Ensure all patient inquiries, whether in person, over the phone, or via email, are handled promptly, professionally, and with empathy.
  • Record Keeping: Maintain accurate patient records and ensure compliance with data protection regulations. Implement and monitor systems for efficient data management.
  • Policy Development: Develop and implement reception policies and procedures to enhance efficiency and patient satisfaction. Regularly review and update these policies as needed.
  • Reception Area Management: Ensure the reception area is tidy, welcoming, and equipped with necessary materials. Address any maintenance or supply issues promptly.
  • Complaint Resolution: Handle escalated patient concerns or complaints, ensuring they are resolved effectively and in line with practice policies.
  • Collaboration: Work closely with healthcare professionals and administrative staff to ensure seamless practice operations and effective communication.

Job description

Job responsibilities

  • Team Leadership: Lead, manage, and motivate the reception team to deliver excellent customer service. Conduct regular team meetings and performance reviews to ensure staff development and engagement.
  • Operational Management: Oversee the scheduling and management of patient appointments, ensuring efficient use of practice resources and minimising wait times.
  • Patient Interaction: Ensure all patient inquiries, whether in person, over the phone, or via email, are handled promptly, professionally, and with empathy.
  • Record Keeping: Maintain accurate patient records and ensure compliance with data protection regulations. Implement and monitor systems for efficient data management.
  • Policy Development: Develop and implement reception policies and procedures to enhance efficiency and patient satisfaction. Regularly review and update these policies as needed.
  • Reception Area Management: Ensure the reception area is tidy, welcoming, and equipped with necessary materials. Address any maintenance or supply issues promptly.
  • Complaint Resolution: Handle escalated patient concerns or complaints, ensuring they are resolved effectively and in line with practice policies.
  • Collaboration: Work closely with healthcare professionals and administrative staff to ensure seamless practice operations and effective communication.

Person Specification

Qualifications

Essential

  • GSCE grade A to C in English and Maths

Experience

Essential

  • Previous experience in a reception or administrative management role, preferably in a healthcare setting.
  • Excellent IT skills, with proficiency in Microsoft Office Suite and practice management software e.g. SystmOne, scheduling systems.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Proficiency in using computer systems and office software.
  • Strong organisational skills and attention to detail.
  • Ability to handle sensitive information with confidentiality and professionalism.
Person Specification

Qualifications

Essential

  • GSCE grade A to C in English and Maths

Experience

Essential

  • Previous experience in a reception or administrative management role, preferably in a healthcare setting.
  • Excellent IT skills, with proficiency in Microsoft Office Suite and practice management software e.g. SystmOne, scheduling systems.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Proficiency in using computer systems and office software.
  • Strong organisational skills and attention to detail.
  • Ability to handle sensitive information with confidentiality and professionalism.

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

Jorvik Gillygate

Address

Woolpack House

The Stonebow

York

North Yorkshire

YO1 7NP


Employer's website

https://www.jorvikgillygatepractice.co.uk/ (Opens in a new tab)

Employer details

Employer name

Jorvik Gillygate

Address

Woolpack House

The Stonebow

York

North Yorkshire

YO1 7NP


Employer's website

https://www.jorvikgillygatepractice.co.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

HR Assistant/Clinical Admin Manager

Sue Harris

sue.harris20@nhs.net

03033340894

Details

Date posted

15 August 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

A3630-25-0011

Job locations

Woolpack House

The Stonebow

York

North Yorkshire

YO1 7NP


East Parade Medical Practice

89 East Parade

York

YO317YD


South Bank Medical Centre

175 Bishopthorpe Road

York

YO231PD


Privacy notice

Jorvik Gillygate's privacy notice (opens in a new tab)