NHS
Receptionist / Care Navigator
This job is now closed
Job Description
- Req#: A2381-26-0005-MPS?language=en&page=23&sort=publicationDateDesc
- Booking, amending and cancelling appointments using practice systems
- Using structured care navigation (SMARTnavigation) to guide patients to the most appropriate care pathway
- Processing eConsultations and patient requests within agreed timescales
- Taking messages and directing enquiries to the appropriate team member
- Signposting patients to internal and external services, including community services and specialist clinics
- Maintaining and updating patient records accurately, including scanning, coding and summarising correspondence
- Supporting clear communication between patients and clinical staff
- Escalating urgent or complex matters in line with practice protocols
- Ensuring reception areas are well maintained, stocked and compliant with health and safety requirements
- Completing all mandatory training and engaging in ongoing professional development
- Educational Background:
- Core GCSEs
- Additional training in customer service, administration, or related field is preferred.
- Proven experience in a receptionist or customer service role, preferably in a healthcare setting.
- Experience with medical terminology and understanding basic healthcare operations is beneficial.
- Proficiency in using medical office software, including patient management systems, scheduling tools, and SystmOne.
- Strong computer skills, including proficiency with Microsoft Office applications, particularly Word, Excel, and Outlook.
- Excellent verbal and written communication skills, necessary for interacting effectively with patients, healthcare providers, and insurance companies.
- Ability to handle sensitive information confidentially and interact professionally with diverse individuals.
- Exceptional organisational and time management skills; able to manage multiple tasks and priorities in a fast-paced environment.
- Detail-oriented with a focus on accuracy and precision, especially in scheduling and record-keeping.
- Flexible and adaptable to change, with the ability to quickly learn new systems and adapt to evolving healthcare practices.
- Willingness to take on additional responsibilities as needed to support the practice.
- Ability to work effectively as part of a team, supporting other staff members and contributing to a collaborative work environment.
- Experience in supporting a team administratively, including arranging meetings, preparing materials, and facilitating communication.
- Experience in guiding patients through their healthcare journey, providing support and clear instructions regarding healthcare services.
- Competence in managing patient flows, ensuring efficient and satisfactory service delivery.
- Commitment to ethical standards and professionalism, ensuring patient confidentiality and adherence to data protection regulations
- Educational Background:
- Core GCSEs
- Additional training in customer service, administration, or related field is preferred.
- Proven experience in a receptionist or customer service role, preferably in a healthcare setting.
- Experience with medical terminology and understanding basic healthcare operations is beneficial.
- Proficiency in using medical office software, including patient management systems, scheduling tools, and SystmOne.
- Strong computer skills, including proficiency with Microsoft Office applications, particularly Word, Excel, and Outlook.
- Excellent verbal and written communication skills, necessary for interacting effectively with patients, healthcare providers, and insurance companies.
- Ability to handle sensitive information confidentially and interact professionally with diverse individuals.
- Exceptional organisational and time management skills; able to manage multiple tasks and priorities in a fast-paced environment.
- Detail-oriented with a focus on accuracy and precision, especially in scheduling and record-keeping.
- Flexible and adaptable to change, with the ability to quickly learn new systems and adapt to evolving healthcare practices.
- Willingness to take on additional responsibilities as needed to support the practice.
- Ability to work effectively as part of a team, supporting other staff members and contributing to a collaborative work environment.
- Experience in supporting a team administratively, including arranging meetings, preparing materials, and facilitating communication.
- Experience in guiding patients through their healthcare journey, providing support and clear instructions regarding healthcare services.
- Competence in managing patient flows, ensuring efficient and satisfactory service delivery.
- Commitment to ethical standards and professionalism, ensuring patient confidentiality and adherence to data protection regulations
Job summary
We are looking for a dedicated and professional Receptionist / Care Navigator to join our friendly team at Middleton Park Surgery. This is a key patient-facing role, and the right candidate will play a vital part in ensuring patients receive a positive experience from their very first point of contact with the practice.This role is available on a full-time basis (37.5 hours per week) or part-time. Candidates must be able to work within our core hours of 8:00am to 6:30pm. The primary base is Middleton Park, with flexibility to travel to our sites at Cottingley (LS11) and/or Bramley Village (LS13) desirable.
Main duties of the job
The Care Navigator will act as the first point of contact for patients, providing a professional and welcoming experience in person, by telephone, and online. Key duties include:
This is a varied role that may develop over time in response to service needs. The post holder will be expected to undertake other reasonable duties within the scope of the role.
About us
Middleton Park Surgery is one of 3 surgeries across Leeds that form Bramley Health. The surgery provides care to over 7000 patients in the local area, and also assists the wider surgery population of 17,500 patients.
Bramley Village Health and Wellbeing Centre is managed by The Fuller and Forbes Healthcare group who provide care to over 110,000 patients. More information about our organisation can be found here: www.fullerandforbeshealthcaregroup.com
We are currently looking to expand our administration and care navigation team by recruiting enthusiastic and committed staff members who are focused on improving the care provided by the surgeries.
Details
Date posted
20 March 2026
Pay scheme
Other
Salary
£12.21 an hour Plus 50p p/h sick pay bonus + Subject to change April 26
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
A2381-26-0005-MPS
Job locations
Middleton Community Health Centre
Middleton Park Avenue
Leeds
LS10 4HT
Job descriptionJob description
Job responsibilities
Practice Location: main site and related branches
Contract Type: Permanent, up to full-time
Hours: Up to 37.5 hours per week
Professional Reporting: Site Lead
Managerial Reporting: Site Lead
ROLE PURPOSE
The Care Navigator role makes an important contribution to patient experience, timely access to care, and the smooth day-to-day operation of the practice.
The Care Navigator will ensure that all patient interactions are handled with empathy and efficiency, maintaining confidentiality and compliance with healthcare regulations. This position requires excellent communication skills, strong organisational abilities, and a patient-centric approach to service delivery.
DUTIES AND KEY RESPONSIBILITIES
Patient access and first contact
Welcome patients and visitors in a professional and helpful manner
Act as a first point of contact for patients attending the practice or calling by phone
Help patients access the most appropriate pathway in line with practice protocol and procedures
Provide clear information to patients about appointments and services
Appointment management and care navigation
Book, amend and cancel appointments accurately using the practices systems
Use structured care navigation to guide safe and consistent decisions
Signpost patients to appropriate internal and external services, including special clinics, educational sessions, and community services
Telephone and online enquiries
Answer telephone calls respectfully and efficiently
Deal with enquiries accurately, including taking and passing on clear messages to the appropriate staff member or team
Process online consultations and other incoming patient requests in line with agreed practice protocols and timescales
Patient records and administrative accuracy
Maintain and update patient records accurately and promptly
Ensure all patient interactions are logged promptly and comply with legal and privacy requirements, as well as practice protocols
Scan and code patient correspondence as required
Summarise medical records as required in line with practice protocols
Undertake any other reasonable administrative duties as required
Communication and coordination
Act as a link between patients and healthcare providers, helping ensure communication is accurate, clear and timely
Support patients in understanding their schedules, treatment plans, and any preparatory steps for appointments
Escalate urgent or complex matters appropriately in line with practice protocols and procedure
Service standards and team contribution
Ensure reception and patient-facing areas are appropriately stocked with relevant forms, brochures and informational materials
Maintain cleanliness and safety of the reception area, complying with health and safety guidelines to ensure a safe environment for patients and staff
Collect and compile patient feedback to identify areas for improvement in front desk operations and patient care coordination
Training, development and compliance
Complete all mandatory training relevant to the role
Engage in ongoing development to maintain and improve skills
Keep up to date with practice procedures and changes relevant to the role
General
This role is varied and may develop over time in response to service need
The post holder will be expected to undertake other duties reasonably required within the scope of the role
KEY OUTCOMES/STANDARDS OF PERFORMANCE
Provide a helpful and professional first point of contact for patients
Support patients to access the most appropriate service
Handle face-to-face, telephone and online enquiries accurately and promptly
Book, amend and manage appointments correctly
Maintain accurate patient records and complete administrative tasks carefully
Communicate clearly with patients and colleagues
Escalate urgent or complex issues appropriately
Maintain confidentiality, professionalism and compliance at all times
Job responsibilities
Practice Location: main site and related branches
Contract Type: Permanent, up to full-time
Hours: Up to 37.5 hours per week
Professional Reporting: Site Lead
Managerial Reporting: Site Lead
ROLE PURPOSE
The Care Navigator role makes an important contribution to patient experience, timely access to care, and the smooth day-to-day operation of the practice.
The Care Navigator will ensure that all patient interactions are handled with empathy and efficiency, maintaining confidentiality and compliance with healthcare regulations. This position requires excellent communication skills, strong organisational abilities, and a patient-centric approach to service delivery.
DUTIES AND KEY RESPONSIBILITIES
Patient access and first contact
Welcome patients and visitors in a professional and helpful manner
Act as a first point of contact for patients attending the practice or calling by phone
Help patients access the most appropriate pathway in line with practice protocol and procedures
Provide clear information to patients about appointments and services
Appointment management and care navigation
Book, amend and cancel appointments accurately using the practices systems
Use structured care navigation to guide safe and consistent decisions
Signpost patients to appropriate internal and external services, including special clinics, educational sessions, and community services
Telephone and online enquiries
Answer telephone calls respectfully and efficiently
Deal with enquiries accurately, including taking and passing on clear messages to the appropriate staff member or team
Process online consultations and other incoming patient requests in line with agreed practice protocols and timescales
Patient records and administrative accuracy
Maintain and update patient records accurately and promptly
Ensure all patient interactions are logged promptly and comply with legal and privacy requirements, as well as practice protocols
Scan and code patient correspondence as required
Summarise medical records as required in line with practice protocols
Undertake any other reasonable administrative duties as required
Communication and coordination
Act as a link between patients and healthcare providers, helping ensure communication is accurate, clear and timely
Support patients in understanding their schedules, treatment plans, and any preparatory steps for appointments
Escalate urgent or complex matters appropriately in line with practice protocols and procedure
Service standards and team contribution
Ensure reception and patient-facing areas are appropriately stocked with relevant forms, brochures and informational materials
Maintain cleanliness and safety of the reception area, complying with health and safety guidelines to ensure a safe environment for patients and staff
Collect and compile patient feedback to identify areas for improvement in front desk operations and patient care coordination
Training, development and compliance
Complete all mandatory training relevant to the role
Engage in ongoing development to maintain and improve skills
Keep up to date with practice procedures and changes relevant to the role
General
This role is varied and may develop over time in response to service need
The post holder will be expected to undertake other duties reasonably required within the scope of the role
KEY OUTCOMES/STANDARDS OF PERFORMANCE
Provide a helpful and professional first point of contact for patients
Support patients to access the most appropriate service
Handle face-to-face, telephone and online enquiries accurately and promptly
Book, amend and manage appointments correctly
Maintain accurate patient records and complete administrative tasks carefully
Communicate clearly with patients and colleagues
Escalate urgent or complex issues appropriately
Maintain confidentiality, professionalism and compliance at all times
Person SpecificationPerson Specification
Qualifications
Essential
Experience
Essential
Desirable
Qualifications
Essential
Experience
Essential
Desirable
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
Fuller and Forbes Partnership
Address
Middleton Community Health Centre
Middleton Park Avenue
Leeds
LS10 4HT
Employer's website
Employer details
Employer name
Fuller and Forbes Partnership
Address
Middleton Community Health Centre
Middleton Park Avenue
Leeds
LS10 4HT
Employer's website
About the company
National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.
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