Receptionist/ Care Navigator

Home Roles Non-Clinical Receptionist/ Care Navigator

The receptionist or care navigator serves as the initial point of contact for patients visiting a surgery. This role plays a crucial function in facilitating communication between patients, doctors, and other medical personnel.

Receptionists are integral members of the practice team, equipped with training to utilize available resources effectively. This may involve directing patients to alternative services, providing self-help guidance, or scheduling appointments with suitable clinicians within the practice's multi-disciplinary team. This practice is commonly referred to as 'care navigation'.

A receptionist or care navigator in a GP surgery is responsible for various tasks aimed at facilitating the smooth operation of the practice and ensuring patients receive appropriate care and assistance. Here are some common tasks they may be expected to perform:

  • Greeting and welcoming patients.
  • Appointment scheduling.
  • Answering phone calls.
  • Patient registration.
  • Patient triage.
  • Patient check-in and check-out process.
  • Information and signposting.
  • Administrative support.
  • Handling pateint queries and complaints.
  • Care navigation.
  • Health promotion.
  • Collaboration with healthcare professionals.
  • Data entry, record keeping and coding.
  • Patient follow-up and reminders. 
  • Patient record checking (results). 
  • Prescription management.

Here are some essential skills and behaviors for success in this role:

 

  1. Excellent communication skills.
  2. Empathy and compassion.
  3. Active listening.
  4. Customer survice skills.
  5. Problem-solving skills.
  6. Attention to detail.
  7. Organisation and time management.
  8. Adaptability.
  9. Cultural sensitivity.
  10. Teamwork and collaboration.
  11. Stress management.
  12. IT proficiency.
  13. Confidentiality skills.
  14. Professionalism.
  15. Work well under pressure.

There are no set requirements for this role, however, customer facing roles or previous experience, especially in a medical setting would be a strong advantage. 

If this is something you are interested in, please email us at ddlmc.thehubplus@nhs.net for more information.