Receptionist/Care Navigator

Job summary

We are seeking a friendly, proactive, and highly organised Care Navigator to join our supportive team across Birchgrove Surgery and Rhiwbina Branch Surgery. As a key first point of contact for our patients, you will play a vital role in helping them access the right care at the right time and ensuring the smooth running of our busy GP practices. The position is 25 hours Monday Friday 8am - 1pm.

Main duties of the job

• Provide a warm, professional welcome to all patients and visitors
• Manage incoming calls, appointment bookings, and patient queries
• Signpost patients to the most appropriate healthcare professional or service
• Support the clinical team with administrative tasks
• Update and maintain accurate patient records
• Assist in promoting self-care, digital tools, and community resources
• Work flexibly across both surgery sites as needed

About us

You will join a warm, supportive, and collaborative team. We pride ourselves on:

• A positive, inclusive atmosphere where everyone feels valued

• Strong teamwork, with colleagues who help and encourage each other

• A proactive and patient-centred approach, always aiming for high-quality care

• Respect, compassion, and professionalism in everything we do

• Open communication, ensuring every team member is heard and supported

Our work ethic is rooted in reliability, kindness, and going the extra mile for our patients and one another. We are a busy practice, but we work together to make the environment enjoyable, friendly, and organised.

Job responsibilities

Answering high volume calls from our patients, in an efficient and courteous manner, putting patients at ease and providing clear concise information.

Take clear and concise notes of patient interactions ensuring these documented accurately in EMIS WEB clinical software tool.

After appropriate training, triage patient calls using a variety of questioning techniques in order to develop a full picture of the nature of the patients problem and signpost the patient to the appropriate care.

Identify potentially serious problems and bring those to the immediate attention of the correct clinician; i.e. on call GP; Minor Illness Nurse, etc.

For less serious problems signpost the patient and identify an appropriate timeframe for them to be seen, and the appropriate person to see them.

Build and maintain strong relationships with all staff.

Developing and maintaining an in-depth knowledge and understanding of the services provided in the practice and in the wider health community; be able to use this knowledge to guide the patient to the service, which is most likely to meet their needs, whether inside or outside the practice.

Deal appropriately with instructions and queries from clinicians and outside agencies.

Cover the reception desk to deal with patient enquiries face to face.

Following practice standard operating procedures.

Maintain strict confidentiality in relation to all issues concerned within the service and adhere to the requirements of the Data Protection Act 1984, Information Governance and Caldicott Principles.

Person specification

Qualifications

Essential

• We are looking for someone who: Has excellent communication and customer service skills Is confident using IT systems and able to learn new software quickly Works well under pressure and can multitask effectively Has a positive, compassionate, and patient-focused approach Enjoys being part of a team but can also work independently Previous experience in primary care or reception work is desirable but not essential, as full training will be provided

Desirable

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