Senior Receptionist/care Navigator

1 week ago


Bury St, Suffolk, United Kingdom Primary Care Careers Full time

About the Role:

Angel Hill Surgery has an opportunity for a senior receptionist to join our team on a full-time basis.

There is more to our receptionist roles than answering the phone and making appointments.

In this essential front-line role at the practice, receptionists help patients to access the right services, assist with keeping health records accurate and up-to-date, and ensure that appointment bookings are well-managed.


The main responsibilities of the role include:

  • Maintain current care navigation standards as authorised
  • Maintain reception guides
  • Maintain reception standards and overall professional standards
  • Maintain waiting room standards with social prescriber, nurse manager and reception staff
  • Ensure bank holiday, vaccination clinics and surgery closures are displayed appropriately, with the operations manager/practice manager and organise staff as required.
  • Ensuring staff training has been completed
  • With the care coordinators and/or operations manager arrange additional reception cover when campaigns are being sent out that requires an appointment to be booked. Ensure staff read the latest policies and procedures assigned to them
  • Plan and arrange staff training for duties within reception
  • Disseminate information to all reception staff
  • Review the abusive patients' book and bringing to the attention of management or partner any that require further action.
  • Arrange and undertake induction training with staff into reception
  • Act at the initial point of contact for patients who are complaining
  • Undertake return to work interviews for staff who were off for anything other than annual leave
  • With the practice manager and operations manager, discuss members of staff for their 'end of probationary, and their annual appraisal
  • Attend meetings as requested
  • Reception staff rota including holiday authorisation and cover for short notice absence
  • Doctor rota including authorising holiday, highlighting reduced capacity, managing changes to clinic,
  • Nursing rota
  • Room rota
  • Excellent communication skills, with a clear and polite telephone manner
  • Ability to work in a polite, confidential and discreet manner, respecting patients at all times
  • Experience of working with the general public, being sensitive and empathic in distressing situations
  • Confidence to work as part of a team and ability to "think on your feet"
  • Strong IT and administration skills
  • Previous medical or healthcare receptionist experience is desirable.
Some flexibility is required, as you will sometimes need to work additional or alternative hours to cover for colleagues.

About Us:

Angel Hill Surgery is a practice in the centre of Bury St Edmunds. Who serve our 14,200 patients with a highly motivated and dedicated team of healthcare professionals.

With our 5 GP partners, we have 6 salaried GPs, 3 advance care practitioners (one who is a visiting paramedic), a practice nursing team of 6 and a full dispensing and administrative team.

We are a training practice and we always have at least 2 trainee GPs working in the practice. We also have a full education programme and multi-discipline team meetings. We offer the NHS pension scheme.

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