Job summary

A Health Care Navigator is a key member of our practice team and is often the first point of contact for patients accessing our services. The role involves providing a friendly, professional and efficient reception service, helping patients navigate the most appropriate route to care while supporting the smooth day-to-day running of the practice.

The successful candidate will demonstrate excellent communication and organisational skills, maintain patient confidentiality, and be able to manage a varied workload in a busy primary care environment.

Main duties of the job

The Health Care Navigator is responsible for providing a professional, welcoming and efficient first point of contact for patients, helping them access the most appropriate healthcare services. The role includes managing reception and telephone enquiries, processing appointment requests and prescriptions, coordinating referrals, maintaining accurate patient records and supporting clinicians with administrative tasks. The postholder will work collaboratively with the wider practice team to ensure patients receive timely, compassionate and effective support while maintaining confidentiality and adhering to practice policies and procedures.

About us

Oakmeadow Surgery is a friendly and forward-thinking GP practice based in Glenfield, committed to providing excellent, compassionate and personalised NHS care to our patients. We pride ourselves on creating a welcoming and supportive environment where patients feel valued and our team works together to deliver high-quality care.

Our practice is built on a strong ethos of teamwork, respect and continuous improvement. We embrace innovation and the use of technology to improve patient access, enhance the patient experience and support the delivery of safe, effective and efficient care.

As a busy and evolving practice who work collaboratively to meet the diverse needs of our patient population. We believe that every member of staff plays an important role in the patient journey, and we value individuals who share our commitment to kindness, professionalism, integrity and excellent customer service.

We are also proud to be a training practice, supporting the development of GP registrars, medical students and trainee pharmacists. Education and professional development are important parts of our practice, and we value the opportunity to share knowledge, encourage learning and help develop the next generation of healthcare professionals.

We are looking for people who are enthusiastic, adaptable and passionate about making a positive difference to the lives of our patients.

Details

Date posted

13 October 2026

Pay scheme

Other

Salary

£12.71 an hour

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

A5857-26-0002

Job locations

Oakmeadow Surgery

Oakmeadow Surgery

Leicester

Leicestershire

LE3 8NF

United Kingdom

Job description

Job responsibilities

Key Duties and Responsibilities:

Patient Reception and Communication

• Act as the first point of contact for patients, both face-to-face at reception, over the telephone and through digital communication systems, including AccuRx.
• Communicate with patients in a professional, compassionate and courteous manner, recognising that some patients may be distressed or vulnerable.
• Book, amend and cancel appointments using SystmOne.
• Monitor and manage incoming email inboxes, ensuring messages are directed to the appropriate team member and dealt with in a timely manner.
• Support patients to access the most appropriate service based on their needs, following practice protocols and escalation procedures.

Appointment Requests and Care Navigation

• Process and assist with the triage of appointment requests, including those received through Accurx and other communication channels, in accordance with practice protocols.
• Direct patients to the appropriate clinician, service or healthcare provider.
• Process Community Pharmacy Consultation Service (CPCS) referrals in line with practice procedures.
• Arrange and communicate home visit requests to the appropriate clinical team for assessment.
• Recognise urgent requests and escalate them promptly to the appropriate clinician.

Prescriptions and Patient Administration

• Process repeat prescription requests in accordance with practice policies and procedures.
• Process urgent patient registrations and ensure relevant information is entered accurately onto the clinical system.
• Undertake administrative duties, including scanning documents into patient records, updating patient information and managing incoming and outgoing post.
• Process private prescription requests and take card payments where applicable, following practice procedures.
• Manage incoming administrative tasks and correspondence from external clinicians and healthcare professionals, ensuring these are directed to the appropriate team member for action.

Urgent Referrals and Clinical Support

• Process urgent referrals in accordance with established protocols, including two-week-wait (2WW), rapid access and crisis team referrals.
• Ensure urgent referrals are handled promptly and escalated where necessary.
• Assist with Quality and Outcomes Framework (QOF) activities, including contacting patients to arrange appointments, reviews and checks.
• Support clinicians and other members of the multidisciplinary team with administrative tasks as required.

Reception and Equipment Management

• Maintain reception equipment and facilities, including patient check-in screens, telephone call display boards and blood pressure monitoring machines.
• Report equipment faults and ensure issues are addressed promptly.
• Maintain a clean, organised and professional reception environment.
• Undertake chaperone duties for clinicians when appropriately trained and authorised.

General Responsibilities

• Provide administrative and reception cover across the practice as required.
• Maintain strict confidentiality and comply with information governance, data protection and practice policies.
• Follow safeguarding, health and safety, infection prevention and control, and lone-working procedures where applicable.
• Participate in staff training, team meetings, appraisals and relevant practice development activities.
• Work collaboratively with colleagues to support an effective, patient-focused service.
• Undertake other reasonable duties appropriate to the role and level of responsibility.

Person Specification

The successful candidate will demonstrate:

• Excellent verbal and written communication skills.
• A friendly, approachable and professional manner.
• Strong organisational skills and attention to detail.
• The ability to prioritise tasks and work effectively under pressure.
• Good IT skills and confidence using computer systems.
• The ability to work independently and as part of a team.
• A commitment to patient confidentiality and high standards of customer service.
• A flexible and proactive approach to supporting the wider practice team.
• The ability to deal sensitively with confidential, urgent or potentially distressing situations.

Job description Job responsibilities Key Duties and Responsibilities: Patient Reception and Communication Act as the first point of contact for patients, both face-to-face at reception, over the telephone and through digital communication systems, including AccuRx.Communicate with patients in a professional, compassionate and courteous manner, recognising that some patients may be distressed or vulnerable.Book, amend and cancel appointments using SystmOne.Monitor and manage incoming email inboxes, ensuring messages are directed to the appropriate team member and dealt with in a timely manner.Support patients to access the most appropriate service based on their needs, following practice protocols and escalation procedures. Appointment Requests and Care Navigation Process and assist with the triage of appointment requests, including those received through Accurx and other communication channels, in accordance with practice protocols.Direct patients to the appropriate clinician, service or healthcare provider.Process Community Pharmacy Consultation Service (CPCS) referrals in line with practice procedures.Arrange and communicate home visit requests to the appropriate clinical team for assessment.Recognise urgent requests and escalate them promptly to the appropriate clinician. Prescriptions and Patient Administration Process repeat prescription requests in accordance with practice policies and procedures.Process urgent patient registrations and ensure relevant information is entered accurately onto the clinical system.Undertake administrative duties, including scanning documents into patient records, updating patient information and managing incoming and outgoing post.Process private prescription requests and take card payments where applicable, following practice procedures.Manage incoming administrative tasks and correspondence from external clinicians and healthcare professionals, ensuring these are directed to the appropriate team member for action. Urgent Referrals and Clinical Support Process urgent referrals in accordance with established protocols, including two-week-wait (2WW), rapid access and crisis team referrals.Ensure urgent referrals are handled promptly and escalated where necessary.Assist with Quality and Outcomes Framework (QOF) activities, including contacting patients to arrange appointments, reviews and checks.Support clinicians and other members of the multidisciplinary team with administrative tasks as required. Reception and Equipment Management Maintain reception equipment and facilities, including patient check-in screens, telephone call display boards and blood pressure monitoring machines.Report equipment faults and ensure issues are addressed promptly.Maintain a clean, organised and professional reception environment.Undertake chaperone duties for clinicians when appropriately trained and authorised. General Responsibilities Provide administrative and reception cover across the practice as required.Maintain strict confidentiality and comply with information governance, data protection and practice policies.Follow safeguarding, health and safety, infection prevention and control, and lone-working procedures where applicable.Participate in staff training, team meetings, appraisals and relevant practice development activities.Work collaboratively with colleagues to support an effective, patient-focused service.Undertake other reasonable duties appropriate to the role and level of responsibility. Person Specification The successful candidate will demonstrate: Excellent verbal and written communication skills.A friendly, approachable and professional manner.Strong organisational skills and attention to detail.The ability to prioritise tasks and work effectively under pressure.Good IT skills and confidence using computer systems.The ability to work independently and as part of a team.A commitment to patient confidentiality and high standards of customer service.A flexible and proactive approach to supporting the wider practice team.The ability to deal sensitively with confidential, urgent or potentially distressing situations.

Person Specification

Experience

Essential

• Experience working in a customer-facing role. Experience using IT systems to manage information and complete administrative tasks.

Desirable

• Previous experience in general practice, the NHS or another healthcare setting. Experience using SystmOne or other clinical systems.

IT Skills

Essential

• Good general IT skills and confidence learning new computer systems. Ability to use email, electronic records and digital communication tools.

Desirable

• Experience using SystmOne, AccuRx, Microsoft Office or other NHS clinical systems.

Qualifications

Essential

• Good standard of general education, including English and Maths or equivalent experience.

Desirable

• Relevant customer service, administration or healthcare qualification.

Teamwork and Flexibility

Essential

• Ability to work effectively both independently and as part of a multidisciplinary team. Willingness to support colleagues and undertake a range of duties appropriate to the role. Flexible approach to working hours and service requirements.

Desirable

• Experience contributing to service improvements or supporting changes to working practices.

IT Skills

Essential

• Good general IT skills and confidence learning new computer systems. Ability to use email, electronic records and digital communication tools.

Desirable

• Experience using SystmOne, AccuRx, Microsoft Office or other NHS clinical systems.

Judgement and Problem-Solving

Essential

• Ability to recognise urgent or sensitive requests and escalate them promptly in accordance with practice protocols. Ability to work independently within the limits of the role and seek advice when necessary.

Desirable

• Experience supporting clinical teams with urgent referrals, appointment triage or care navigation.

Confidentiality and Professionalism

Essential

• Understanding of the importance of confidentiality, data protection and information governance. Commitment to safeguarding, equality, diversity and inclusion, and maintaining professional boundaries.

Desirable

• Previous training in information governance, safeguarding or health and safety.

Person Specification Experience Essential Experience working in a customer-facing role. Experience using IT systems to manage information and complete administrative tasks. Desirable Previous experience in general practice, the NHS or another healthcare setting. Experience using SystmOne or other clinical systems. IT Skills Essential Good general IT skills and confidence learning new computer systems. Ability to use email, electronic records and digital communication tools. Desirable Experience using SystmOne, AccuRx, Microsoft Office or other NHS clinical systems. Qualifications Essential Good standard of general education, including English and Maths or equivalent experience. Desirable Relevant customer service, administration or healthcare qualification. Teamwork and Flexibility Essential Ability to work effectively both independently and as part of a multidisciplinary team. Willingness to support colleagues and undertake a range of duties appropriate to the role. Flexible approach to working hours and service requirements. Desirable Experience contributing to service improvements or supporting changes to working practices. IT Skills Essential Good general IT skills and confidence learning new computer systems. Ability to use email, electronic records and digital communication tools. Desirable Experience using SystmOne, AccuRx, Microsoft Office or other NHS clinical systems. Judgement and Problem-Solving Essential Ability to recognise urgent or sensitive requests and escalate them promptly in accordance with practice protocols. Ability to work independently within the limits of the role and seek advice when necessary. Desirable Experience supporting clinical teams with urgent referrals, appointment triage or care navigation. Confidentiality and Professionalism Essential Understanding of the importance of confidentiality, data protection and information governance. Commitment to safeguarding, equality, diversity and inclusion, and maintaining professional boundaries. Desirable Previous training in information governance, safeguarding or health and safety.

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

Oakmeadow Surgery

Address

Oakmeadow Surgery

Oakmeadow Surgery

Leicester

Leicestershire

LE3 8NF

United Kingdom

Employer's website

https://www.oakmeadowsurgery.org.uk/ (Opens in a new tab)

Employer details

Employer name

Oakmeadow Surgery

Address

Oakmeadow Surgery

Oakmeadow Surgery

Leicester

Leicestershire

LE3 8NF

United Kingdom

Employer's website

https://www.oakmeadowsurgery.org.uk/ (Opens in a new tab)

Job summary

Are you looking for the next step in your general practice career? Or maybe you are an experienced team leader looking for a new challenge? This is an exciting opportunity for the right candidate to take a senior position in our Health Care Navigation team.

Oakmeadow Surgery are looking for a full-time Reception Team Leader. The desirable candidate should have a experience of working in general practice, using Systm1, QOF management, good IT skills and the ability to support the Reception team.

In this position you will work closely with the management team to ensure the smooth and efficient running of the Reception Services offered by the Practice. We aim to provide our patients with the best care on each contact with the surgery and we are looking for an individual that shares that takes pride in the service they provide.

This opportunity is open to full-time hours; however, flexibility is essential. This role will be offered on a weekly rota basis covering the core hours of 8:00am 6:30pm, and as our practice offers extended opening hours, the occasional morning surgery from 7:00am.

You will be joining a friendly and experienced team We offer good career progression and opportunities to further enhance your skills with guaranteed in-house training and support.

A competitive salary will be offered, reflecting the successful candidates qualifications and relevant experience.

Main duties of the job

The following are the core responsibilities of the role:

• Overseeing the reception services of the practice, ensuring staff achieve their primary responsibilities
• Acting as the communication link between the partners, management team and staff
• Conduct inductions for new receptionists, organise ongoing training, lead team meetings, and support staff wellbeing and performance reviews
• Line managing all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
• Compiling reception staff rotas
• Reviewing and updating all reception procedures as required
• Allocate daily tasks, monitor phone queue performance and digital incoming mailboxes
• Maintain an effective appointment system
• Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practice
• Coordinate the provision of temporary reception staff ensuring sufficient cover is provided for periods of leave and other staff absences
• Update the appointment system to reflect leave and other approved absences
• Act as the first point of escalation for complex patient queries, sensitive conversations, or verbal complaints.
• Ensure compliance with patient confidentiality, data protection, information governance, and Health & Safety standards within the reception area
• Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary

About us

Oakmeadow Surgery is a friendly and forward-thinking GP practice based in Glenfield, committed to providing excellent, compassionate and personalised NHS care to our patients. We pride ourselves on creating a welcoming and supportive environment where patients feel valued and our team works together to deliver high-quality care.

Our practice is built on a strong ethos of teamwork, respect and continuous improvement. We embrace innovation and the use of technology to improve patient access, enhance the patient experience and support the delivery of safe, effective and efficient care.

As a busy and evolving practice who work collaboratively to meet the diverse needs of our patient population. We believe that every member of staff plays an important role in the patient journey, and we value individuals who share our commitment to kindness, professionalism, integrity and excellent customer service.

We are also proud to be a training practice, supporting the development of GP registrars, medical students and trainee pharmacists. Education and professional development are important parts of our practice, and we value the opportunity to share knowledge, encourage learning and help develop the next generation of healthcare professionals.

We are looking for people who are enthusiastic, adaptable and passionate about making a positive difference to the lives of our patients.

Details

Date posted

13 October 2026

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

A5857-26-0001

Job locations

Oakmeadow Surgery

Oakmeadow Surgery

Leicester

Leicestershire

LE3 8NF

United Kingdom

Job description

Job responsibilities

The Reception Team Leader is responsible for overseeing the day-to-day operation of the practice reception services, ensuring the delivery of an efficient, professional and patient-focused service. The role includes line managing and supporting reception staff, coordinating rotas and cover arrangements, delivering inductions and training, conducting team meetings and supporting staff performance and wellbeing.

The postholder will allocate daily tasks, monitor telephone and digital communication channels, maintain an effective appointment system and ensure reception procedures remain up to date. They will act as a key communication link between the Partners, Management Team and reception staff, providing guidance on best practice and acting as the first point of escalation for complex patient queries, sensitive conversations and verbal complaints.

The role also involves ensuring compliance with confidentiality, data protection, information governance and Health & Safety requirements, alongside coordinating practice deliveries and ensuring compliance with cold chain procedures where applicable.

Job description Job responsibilities The Reception Team Leader is responsible for overseeing the day-to-day operation of the practice reception services, ensuring the delivery of an efficient, professional and patient-focused service. The role includes line managing and supporting reception staff, coordinating rotas and cover arrangements, delivering inductions and training, conducting team meetings and supporting staff performance and wellbeing.The postholder will allocate daily tasks, monitor telephone and digital communication channels, maintain an effective appointment system and ensure reception procedures remain up to date. They will act as a key communication link between the Partners, Management Team and reception staff, providing guidance on best practice and acting as the first point of escalation for complex patient queries, sensitive conversations and verbal complaints.The role also involves ensuring compliance with confidentiality, data protection, information governance and Health & Safety requirements, alongside coordinating practice deliveries and ensuring compliance with cold chain procedures where applicable.

Person Specification

Communication Skills

Essential

• Excellent verbal and written communication skills. Ability to communicate professionally with patients, colleagues and external organisations.

Desirable

• Experience managing sensitive conversations, resolving conflicts and responding to patient complaints.

Patient Care and Customer Service

Essential

• A professional, approachable and patient-focused manner. Ability to handle challenging situations with empathy, discretion and patience.

Desirable

• Experience supporting patients with complex queries or additional communication needs.

Confidentiality and Compliance

Essential

• Understands the importance of confidentiality, data protection, information governance and maintaining professional boundaries.

Desirable

• Knowledge of NHS policies, Health & Safety requirements and cold chain procedures.

Leadership and Management

Essential

• Ability to lead, motivate and support a team. Able to delegate tasks, manage workloads and address performance concerns appropriately.

Desirable

• Experience conducting appraisals, staff inductions, team meetings and training.

Qualifications

Essential

• The successful candidate must have a minimum of five GCSEs at grades AC, or equivalent, including English and Maths.

Desirable

• A relevant qualification in leadership, management or customer service would be desirable.

Experience

Essential

• Experience working in a busy reception, administration or customer service environment. Previous experience supporting or supervising staff.

Desirable

• Experience working in general practice or an NHS healthcare setting. Experience line managing a team and coordinating staff rotas.

IT Skills

Essential

• Confident using computer systems, email and Microsoft Office applications. Able to learn new systems and processes quickly.

Desirable

• Experience using SystmOne, AccuRx or other NHS primary care clinical systems.

Person Specification Communication Skills Essential Excellent verbal and written communication skills. Ability to communicate professionally with patients, colleagues and external organisations. Desirable Experience managing sensitive conversations, resolving conflicts and responding to patient complaints. Patient Care and Customer Service Essential A professional, approachable and patient-focused manner. Ability to handle challenging situations with empathy, discretion and patience. Desirable Experience supporting patients with complex queries or additional communication needs. Confidentiality and Compliance Essential Understands the importance of confidentiality, data protection, information governance and maintaining professional boundaries. Desirable Knowledge of NHS policies, Health & Safety requirements and cold chain procedures. Leadership and Management Essential Ability to lead, motivate and support a team. Able to delegate tasks, manage workloads and address performance concerns appropriately. Desirable Experience conducting appraisals, staff inductions, team meetings and training. Qualifications Essential The successful candidate must have a minimum of five GCSEs at grades AC, or equivalent, including English and Maths. Desirable A relevant qualification in leadership, management or customer service would be desirable. Experience Essential Experience working in a busy reception, administration or customer service environment. Previous experience supporting or supervising staff. Desirable Experience working in general practice or an NHS healthcare setting. Experience line managing a team and coordinating staff rotas. IT Skills Essential Confident using computer systems, email and Microsoft Office applications. Able to learn new systems and processes quickly. Desirable Experience using SystmOne, AccuRx or other NHS primary care clinical systems.

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

Oakmeadow Surgery

Address

Oakmeadow Surgery

Oakmeadow Surgery

Leicester

Leicestershire

LE3 8NF

United Kingdom

Employer's website

https://www.oakmeadowsurgery.org.uk/ (Opens in a new tab)

Employer details

Employer name

Oakmeadow Surgery

Address

Oakmeadow Surgery

Oakmeadow Surgery

Leicester

Leicestershire

LE3 8NF

United Kingdom

Employer's website

https://www.oakmeadowsurgery.org.uk/ (Opens in a new tab)