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Oak Hall Surgery

Care Navigator (AKA GP Receptionist)

The closing date is 05 July 2025

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Job summary

We are looking to recruit an enthusiastic and professional Care Navigator medical receptionist/administrator to join our existing team. Experience of working within a GP Surgery environment is preferable.

Main duties of the job

The purpose of the receptionist's job is to ensure that patients are able to access health services including contact/make an appointment to see a clinician in the appropriate manner depending on need and that all patient records are up-to-date and available for all users when required. Computer skills and excellent customer service skills are required along with a professional attitude at all times.

Main duties of the job

  • Maintain and monitor the practice appointment system.
  • Process personal, telephone and e-requests for appointments.
  • Answer incoming phone calls, transferring calls and dealing with the callers'requests appropriately.
  • Signposting patients to the correct service.
  • Initiating contact and responding to, requests from patients, team members and external agencies.
  • Precription requests and other general admin duties.
  • Data entry of new and temporary registrations and relevant patient information as required.
  • Manage all queries as necessary in an efficient manner.
  • Support all clinical staff with general tasks as requested.

  • To read, scan, code (training provided) and action all documentation coming into the Surgery in relation to patients and filing them onto the patient records as per protocols. The documents arrive by post, email and electronically and you will be required to monitor all of these inlets.

  • To ensure that all actions required are dealt with in a timely manner

About us

Oakhall Surgery is a friendly team supporting local patients and each other. Delivering care toapproximately 6000 patients in the beautiful coastal town

We are forward thinking, innovative and patient focused

We recognise that the quality of our work is driven by the quality of our people

We are committed to providing an open, friendly and supportive environment where all staff are encouraged to share ideas and contribute to continuously improving the service we offer

We will provide you with all the tools, training and personal support needed to enjoy and succeed in this key patient service role

Details

Date posted

05 June 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Part-time

Reference number

A4157-25-0002

Job locations

41-43 High Street

New Romney

Kent

TN28 8BW


Job description

Job responsibilities

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone

Job responsibilities:

Administration

  • To have a thorough knowledge of all practice procedures.
  • To work in accordance of written protocols
  • Filing post in medical records

Reception Area

  • Receiving patients consulting with members of practice team
  • Handing completed repeat prescriptions to patient and checking names and address.
  • Be able to cover all reception position as necessary

Appointments

  • Process appointment requests for today future appointments from patients by telephone and in person.
  • Deal with visits requests

Computer

  • Registrations of new patients computer data entry and medical records.
  • Process patients change of address computer data and medical records (have knowledge of practice area.
  • Process repeat prescription request in accordance with practice guidelines.

Telephone

  • Have working knowledge of telephone system, during and after hours.

Other Tasks

  • Ensure building security have thorough knowledge of doors/windows/alarm.
  • Any other tasks allocated by managers

The post-holder will:

  • Apply practice policies, standards and guidance
  • Discuss with other members of the team how the policies, standards and guidelines will affect own work
  • Participate in audit where appropriate

Performance/Professional Development

  • To participate in training sessions to ensure administrative, clinical and computer skills are kept up to date with current technology and practice.
  • To participate in regular appraisal meetings.
  • To participate in regular team meetings.

Working with Patients

  • To work in partnership with our patients to help them achieve better health outcomes.
  • To offer a polite, friendly and efficient level of customer service to all our patients.

Dignity and Respect

  • To treat patients, colleagues and visitors with dignity and respect at all times.
  • To follow the safeguarding protocol to ensure safety of Practice vulnerable population

  • Feedback

    • To listen to feedback from patients and colleagues whether this be a complaint, comment or compliment and if it cannot be dealt with immediately, ensure it is reported immediately to a member of the Practice Management Team.

    CQC

    • To work within the guidelines set by CQC to ensure that the Practice is safe, efficient and provides the best possible care for patients.
    • To offer suggestions to the Managing Partner on how we can improve, progress and develop all processes relating to CQC.

Job description

Job responsibilities

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone

Job responsibilities:

Administration

  • To have a thorough knowledge of all practice procedures.
  • To work in accordance of written protocols
  • Filing post in medical records

Reception Area

  • Receiving patients consulting with members of practice team
  • Handing completed repeat prescriptions to patient and checking names and address.
  • Be able to cover all reception position as necessary

Appointments

  • Process appointment requests for today future appointments from patients by telephone and in person.
  • Deal with visits requests

Computer

  • Registrations of new patients computer data entry and medical records.
  • Process patients change of address computer data and medical records (have knowledge of practice area.
  • Process repeat prescription request in accordance with practice guidelines.

Telephone

  • Have working knowledge of telephone system, during and after hours.

Other Tasks

  • Ensure building security have thorough knowledge of doors/windows/alarm.
  • Any other tasks allocated by managers

The post-holder will:

  • Apply practice policies, standards and guidance
  • Discuss with other members of the team how the policies, standards and guidelines will affect own work
  • Participate in audit where appropriate

Performance/Professional Development

  • To participate in training sessions to ensure administrative, clinical and computer skills are kept up to date with current technology and practice.
  • To participate in regular appraisal meetings.
  • To participate in regular team meetings.

Working with Patients

  • To work in partnership with our patients to help them achieve better health outcomes.
  • To offer a polite, friendly and efficient level of customer service to all our patients.

Dignity and Respect

  • To treat patients, colleagues and visitors with dignity and respect at all times.
  • To follow the safeguarding protocol to ensure safety of Practice vulnerable population

  • Feedback

    • To listen to feedback from patients and colleagues whether this be a complaint, comment or compliment and if it cannot be dealt with immediately, ensure it is reported immediately to a member of the Practice Management Team.

    CQC

    • To work within the guidelines set by CQC to ensure that the Practice is safe, efficient and provides the best possible care for patients.
    • To offer suggestions to the Managing Partner on how we can improve, progress and develop all processes relating to CQC.

Person Specification

Qualifications

Essential

  • Good standard of general education
  • Experience of working with the General Public
  • Excellent communication skills (written and oral)
  • IT skills
  • Clear, polite telephone manner
  • Time Management and the ability to work to deadlines
  • Problem solving skills
  • Interpersonal skills

Desirable

  • Desirable
  • Experience of reception work
  • Experience of working within General Practice
  • Knowledge of EMIS IT system
Person Specification

Qualifications

Essential

  • Good standard of general education
  • Experience of working with the General Public
  • Excellent communication skills (written and oral)
  • IT skills
  • Clear, polite telephone manner
  • Time Management and the ability to work to deadlines
  • Problem solving skills
  • Interpersonal skills

Desirable

  • Desirable
  • Experience of reception work
  • Experience of working within General Practice
  • Knowledge of EMIS IT 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

Oak Hall Surgery

Address

41-43 High Street

New Romney

Kent

TN28 8BW


Employer's website

https://www.oakhallsurgery.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Oak Hall Surgery

Address

41-43 High Street

New Romney

Kent

TN28 8BW


Employer's website

https://www.oakhallsurgery.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Practice Manager

Jacqueline Revell-Hughes

j.revell-hughes@nhs.net

01797366733

Details

Date posted

05 June 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Part-time

Reference number

A4157-25-0002

Job locations

41-43 High Street

New Romney

Kent

TN28 8BW


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