Medical Receptionist/Care Navigator

Grassendale Medical Practice

An excellent opportunity has arisen to work for a well-respected Medical Practice in South Liverpool. You will provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone. Great training and career progression can be considered for the right person.

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Weekly wage


Total hours per week

37 hours

Expected duration

12 months

Possible start date

10 Jun 2019


Duties will include:


  • Navigating patients to the most appropriate services i.e. identifying emergencies, forwarding to care at the chemist, Social services etc.
  • Liaising with patients at the reception desk and via telephone
  • Liaising with non-practice staff i.e. medicine management, ANP’s, Health Visitors, Community matrons etc.
  • Handling patient queries
  • Processing repeat prescriptions
  • Signing out controlled drug prescriptions
  • Taking action of alerts for monitoring bloods/chronic illnesses ensuring patients are up to date
  • Arranging appropriate appointments and adding correct invite codes
  • Ensuring spreadsheet diary is up to date
  • Processing blood forms when instructed by GP or when checking if patient is overdue for any specific blood tests
  • Making general referrals to Treatment room, district nurses etc.
  • Creating receiving and completing tasks between clinical and non-clinical staff
  • Typing and processing letters to patients
  • Identifying emergencies
  • Handling minor complaints from patients


  • Process appointment requests for urgent on the day and future appointments from patients by telephone, in person, via email or eConsultation
  • Taking home visit request
  • Adding appointments on the practice system


  • To have a thorough knowledge of all Practice procedures
  • To work in accordance of written protocols
  • Handling and opening of all mail coming into the surgery
  • Pulling/filing notes for surgeries as necessary
  • Scanning all hospital and clinic’s correspondence
  • Fax and photocopy as requested
  • Coding hospital discharge and clinic letters
  • Taking action of all necessary hospital discharge letters/clinic letters
  • Summarising patient files
  • Dealing with PMR’s & SAR’s
  • Registering & deducting new and old patients
  • Cash handling and giving out receipts at reception
  • Checking NHS mail and electronic letters for any action needed i.e. eConsultations
  • Using Iplato to send text messages to patients
  • Opening and closing of business
  • Stocking clinicians' rooms with all appropriate equipment
  • Cold chaining (checking fridge temperatures are within range and reporting any abnormal readings to practice management)
  • Open Exeter (bespoke software)


  • Registrations of new patients – computer data entry and medical records
  • Process patients change of address – computer data and medical records (have knowledge of Practice area
  • Process repeat prescription request in accordance with Practice guidelines


  • Have working knowledge of telephone system, during and after hours
  • Answer the telephone in polite and courteous and professional manner
  • Handling complaints received from telephone

Other Tasks

  • Clear rooms after surgeries
  • Ensure building security – have thorough knowledge of doors/windows/alarm
  • Any other tasks allocated by managers
  • Problem solving
  • Team support
  • Handling complaints
  • Training apprentice staff
  • Sending and receiving faxes
  • Open and closing up the building

Working week

Hours can vary but will be between the times of 8am – 6.30pm Monday to Friday.

37 hour per week

Date posted

16 May 2019

Apprenticeship Level

Intermediate Level Apprenticeship


1 available

Requirements and prospects


  • Excellent communicator
  • Attention to detail
  • Good customer service skills


  • GCSE English and maths at Grade 4/C or above or equivalent is preferred

Personal Qualities

  • Able to use own initiative
  • Punctual
  • Reliable
  • Willing to learn
  • Team player

Future Prospects

  • Permanent position may be on offer after apprenticeship

About the employer

Grassendale Medical Practice are a long established general medical practice. The doctors practice together as a non-limited partnership, the partners being Dr MD Baxter and Dr MC Widnall.


Grassendale Medical Practice


Darby Road
L19 9BP

Training provider

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

  • Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
  • Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
  • Level 2 qualification in Customer Service
  • Functional Skills in maths and English if required

Training framework

Customer Service

Training provider


Applications for this apprenticeship are being processed by Riverside College


Tom Scott


Application instructions

Application closing date: 29 May 2019

Apply now

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