Receptionist / Care Navigator

Full-time (37.5 hours a week) or part-time
- 8am-6pm or 7am-6pm shifts available (from 2 up to 4 days a week)
- Full-time salary £23,464 per annum once probation period completed, pro rata for less than 37.5 hours

"This is a supportive and positive place to work. It’s a vibrant, friendly Practice and staff really have a voice here: if I raise things I’m listened to. It’s a great team, doing great work."
Riverside staff member

**Are you confident, hard working and reliable, with strong customer service experience? Do you want to use your skills to provide the best possible experience to patients? This might be the role for you**

**We’re looking for people with good customer service experience, empathy and sound IT skills to join our busy Reception team.**

**Working in our large, dynamic general practice you’ll work closely with the rest of our Reception team, Practice Manager, triage team, GPs and other Practice health professionals, to make sure that patients get the care they need, with the right person at the right time.**

**For us, it all starts with our team - because every single member of our team helps to provide care to patients. We have a real focus on making this a place where people want to work, with regular team activities and a friendly, supportive team working around you.**

**What’s in it for you?**
- £23,464 once probation period completed, pro rata for less than 37.5 hours
- SPPA (NHS) pension (with continuity if you’re an existing SPPA member)
- Access to NHS Employee Assistance Programme
- Access to NHS Blue Light scheme and other NHS discounts
- In-house training programme with additional external training opportunities, which can equip you to develop into a range of General Practice or wider NHS administration roles
- Regular paid over-time opportunities
- Permanent contract
- Weekends and week days off work
- Friendly, supportive line management and wider Practice team
- 180 hours annual leave (if full time) plus 8 public holidays

**What you’ll do**
- Support the Practice in delivering high quality care to patients
- Answer calls from patients, families and other health professionals, and manage requests in line with Practice procedures
- Book appointments with a wide range of health professionals at the Practice, and signpost patients to other services, in line with Practice protocols
- Being a welcoming and professional first point-of-contact at the Reception desk, booking in patients for appointments, handing over prescriptions, and managing all other requests and queries - for example passing on information about test results
- Complete other administrative tasks including calling patients to arrange appointments and pass on information, and accurately processing prescription requests, new patient registrations/change of details, sicklines and paperwork requests
- Ensure all GP and hospital correspondence is scanned and filed in relevant patient’s computerised records
- Maintain the customer-facing areas of the Practice, ensuring all are tidy
- Participate in daily team huddles, individual performance review and other Practice meetings

This job description is not exhaustive and may be adjusted from time to time.

**You must**
- Enjoy working with the general public within a busy environment, and have demonstrable customer service skills and experience
- Have excellent verbal communication skills, with the ability to communicate well with patients of all ages and backgrounds on the phone and in-person, putting each individual patient at ease
- Have a structured approach to de-escalating concerns with an ability to calmly and compassionately manage challenging situations
- Have good organisational and general administrative skills, with good attention to detail
- Be able to switch quickly between tasks dependent on the demands of the dayHave an ability to use initiative and lateral thinking to provide the best outcome for patients
- Be able to handle sensitive patient information in a confidential way, in line with NHS and Practice requirements, along with other sensitive business information
- Be able to follow Practice protocols including clinical triage protocolHave strong interpersonal and organisational skills, which enable you to develop effective working relationships with the rest of the Practice team.
- Be able to reflect on your own performance, and with support to be able to identify and change your practice if things could have been handled differently for the benefit of patients
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
- Have a strong commitment to our efforts to create a positive culture, for the benefit of both patients and staff
- Have existing clearance to work in in the UK
- Be able to demonstrate a good level of educational achievement

**It’d be nice (but not essential) for you to have**
- Experience of working