Senior Receptionist/Administrator (Patient Services Team)

Care Navigation Oversee and coordinate the care navigation processes within the PST team to ensure all patient requests are triaged and directed appropriately according to clinical protocols and practice procedures. Provide support and training to new staff in effective care navigation and triage processes. Liaise directly with duty doctors to manage complex or urgent cases, ensuring patients are signposted correctly and efficiently. Monitor care navigation outcomes to identify areas for improvement and implement service changes where required. Act as a point of escalation for reception staff dealing with difficult or uncertain care navigation scenarios. Administration Ensure all administrative protocols and procedures are followed by the reception team, providing guidance where needed. Act as a senior point of contact for complex patient enquiries or complaints, resolving issues with professionalism and sensitivity. Monitor the quality and accuracy of patient record-keeping, ensuring compliance with data protection and confidentiality standards. Oversee new patient registrations, de-registrations, and record updates, ensuring accuracy and consistency. Supervise the processing of appointments, tasks, and email communication within the team, ensuring timeliness and attention to detail. Coordinate cover for clinics such as menopause, dermatology, and minor ops in the absence of colleagues. Delegate administrative tasks to team members while maintaining overall responsibility for their timely and correct completion. Maintain oversight of the practice website content in coordination with the management team, ensuring information is up to date and accessible. Premises Management Assist with the opening and securing of the premises, ensuring staff are aware of the correct procedures and are trained accordingly. Be a point of contact for premises-related issues and liaise with external contractors when necessary. Conduct regular checks to ensure consulting rooms and communal areas are clean, safe, and adequately stocked for clinical use. Report and monitor all Health and Safety concerns, escalating where appropriate and ensuring corrective actions are taken. Maintain oversight of the reception area to ensure it remains welcoming, orderly, and compliant with health and safety regulations. Training and Development Support the training and induction of new reception staff, providing mentoring and coaching as required. Identify development needs within the team and work with management to arrange appropriate training or support. Lead by example in attending and contributing to team meetings, PLT sessions, and other development opportunities. Ensure all team members are compliant with mandatory training and assist in tracking their training records. Keep own knowledge and skills up to date, particularly in regard to care navigation, clinical systems, and NHS processes. General Responsibilities Act as deputy to the Assistant Practice Manager as required. Assist in the implementation of new systems, processes, or software and support team members during transition periods. Attend management meetings when requested to provide updates and feedback from the reception team. Promote a positive and professional working environment, encouraging teamwork and a patient-centred approach in all duties. Uphold and model the practices values, policies, and commitment to excellence in patient care and service delivery. Job description Job responsibilities Care Navigation Oversee and coordinate the care navigation processes within the PST team to ensure all patient requests are triaged and directed appropriately according to clinical protocols and practice procedures. Provide support and training to new staff in effective care navigation and triage processes. Liaise directly with duty doctors to manage complex or urgent cases, ensuring patients are signposted correctly and efficiently. Monitor care navigation outcomes to identify areas for improvement and implement service changes where required. Act as a point of escalation for reception staff dealing with difficult or uncertain care navigation scenarios. Administration Ensure all administrative protocols and procedures are followed by the reception team, providing guidance where needed. Act as a senior point of contact for complex patient enquiries or complaints, resolving issues with professionalism and sensitivity. Monitor the quality and accuracy of patient record-keeping, ensuring compliance with data protection and confidentiality standards. Oversee new patient registrations, de-registrations, and record updates, ensuring accuracy and consistency. Supervise the processing of appointments, tasks, and email communication within the team, ensuring timeliness and attention to detail. Coordinate cover for clinics such as menopause, dermatology, and minor ops in the absence of colleagues. Delegate administrative tasks to team members while maintaining overall responsibility for their timely and correct completion. Maintain oversight of the practice website content in coordination with the management team, ensuring information is up to date and accessible. Premises Management Assist with the opening and securing of the premises, ensuring staff are aware of the correct procedures and are trained accordingly. Be a point of contact for premises-related issues and liaise with external contractors when necessary. Conduct regular checks to ensure consulting rooms and communal areas are clean, safe, and adequately stocked for clinical use. Report and monitor all Health and Safety concerns, escalating where appropriate and ensuring corrective actions are taken. Maintain oversight of the reception area to ensure it remains welcoming, orderly, and compliant with health and safety regulations. Training and Development Support the training and induction of new reception staff, providing mentoring and coaching as required. Identify development needs within the team and work with management to arrange appropriate training or support. Lead by example in attending and contributing to team meetings, PLT sessions, and other development opportunities. Ensure all team members are compliant with mandatory training and assist in tracking their training records. Keep own knowledge and skills up to date, particularly in regard to care navigation, clinical systems, and NHS processes. General Responsibilities Act as deputy to the Assistant Practice Manager as required. Assist in the implementation of new systems, processes, or software and support team members during transition periods. Attend management meetings when requested to provide updates and feedback from the reception team. Promote a positive and professional working environment, encouraging teamwork and a patient-centred approach in all duties. Uphold and model the practices values, policies, and commitment to excellence in patient care and service delivery.