Receptionist/Care Navigator

Job description

We are looking for a friendly, organised, and confident individual to join our Reception team at Rowden Medical Partnership. This is a key, patient-facing role at the heart of the practice, where you will make a real difference to how patients access care.

This is not a traditional front-desk-only receptionist position. The role is predominantly telephone-based and focuses on care navigation , supporting patients to access the most appropriate service or clinician for their needs. You will use your communication and listening skills to guide patients, manage demand, and ensure a safe and efficient service.

We are a supportive and dedicated team who take pride in delivering high-quality care to our community. In return, we offer a positive working environment, full training, and the opportunity to develop valuable skills within primary care.

If you enjoy working in a busy environment, are confident speaking with people, and want to play an important role in patient care, we would love to hear from you.

Main duties of the jobIn this role, you will be the first point of contact for patients, supporting them to access the right care in a timely and safe way. A significant part of the role involves handling a high volume of telephone calls, where you will use effective questioning and listening skills to understand patient needs and guide them to the most appropriate service or clinician.

Alongside telephone work, you will also support patients at the reception desk, manage appointments, and assist with a range of administrative tasks to ensure the smooth running of the practice.

You will work closely with clinicians and the wider practice team, helping to manage patient demand and ensuring a professional, empathetic, and efficient service at all times. This is a varied and fast-paced role where no two days are the same.

About usRowden Medical Partnership is a well-established and forward-thinking GP practice based in Chippenham, committed to providing high-quality, patient-centred care to our local community.

We are proud of our supportive and inclusive team environment, where all staff are valued and encouraged to develop. Our Reception team plays a vital role within the practice, working closely with clinicians and management to ensure patients receive the care and support they need.

We recognise that general practice is a busy and evolving environment, and we actively support our staff through training, teamwork, and open communication. We foster a positive working culture where colleagues support one another and contributions are recognised.

In return, we offer a welcoming workplace, opportunities to develop new skills, and the chance to be part of a dedicated team making a real difference to patients every day.

Job responsibilitiesJOB DESCRIPTION and PERSON SPECIFICATION

DEPARTMENT: Reception

REPORTS TO: Reception Manager

ACCOUNTABLE TO: Partners

CONTRACTED HOURS: Full- or part-time, exact hours dependent on candidate and practice needs

WORKING PATTERN: Must be available Mondays and Fridays, plus additional days as agreed

Key Working Relationships

Clinical team

Members of the management team

Patient Services and Administration teams

Community staff

Visitors to the surgery

Clinical Coordinators

Job Purpose

The Receptionist is a key member of the practice team, acting as the first point of contact for patients and visitors. The role is predominantly telephone-based and plays a vital part in delivering safe and effective care navigation .

The post holder will support patients in accessing the most appropriate service or healthcare professional by asking relevant questions, assessing needs, and signposting accordingly. This requires strong communication skills, sound judgement, and a professional, empathetic approach at all times.

The role also involves providing day-to-day administrative and operational support to the wider practice team, while promoting a positive and professional image of the Practice both in person and over the telephone.

The post holder will contribute to ensuring the Practice meets its statutory and regulatory responsibilities, including compliance with Care Quality Commission (CQC) standards and the Data Protection Act 2018 (GDPR).

Job Responsibilities

In this role, you will support patients and the wider practice team through a combination of telephone and reception duties, including:

First point of contact & care navigation: Act as the first point of contact for patients, visitors, and healthcare professionals via telephone, face-to-face, and email. Use effective questioning and listening skills to support care navigation, directing patients to the most appropriate service or clinician in a safe and timely manner.

Telephone and demand management: Handle a high volume of telephone calls as a primary function of the role. Manage patient demand by prioritising, signposting, and responding appropriately in line with practice protocols, including escalating urgent or complex queries where required.

Call and appointment handling: Book, amend, and cancel appointments in line with practice protocols, ensuring patients are directed appropriately based on clinical need. Accurately record requests for home visits and escalate where necessary.

Patient guidance and signposting: Provide clear, consistent information to patients about available services, including self‐care, community services, and alternative healthcare pathways, supporting patients to access the right care at the right time.

Front desk duties: Provide clear information about practice procedures, register and deduct patients, process new patient registrations, and support with temporary cover or transport bookings as required.

Administration: Process repeat prescription requests promptly and accurately; maintain accurate patient records, including contact details, in the clinical system; handle correspondence, scanning, and document workflow; take accurate messages and pass them on appropriately.

Team and practice support: Work collaboratively with colleagues and clinicians, providing cover during staff absence; contribute to service improvements and adapt positively to change.

Premises (on rotation): Open and prepare the building at the start of the day or secure and lock up at close.

Confidentiality and compliance: Handle sensitive information with discretion, tact, and empathy; ensure compliance with GDPR, CQC standards, and Health & Safety requirements.

Other duties: Undertake any reasonable tasks requested by the Partners or Reception Manager to support the smooth running of the Practice.

Note: This job description is not exhaustive but is intended to outline the main duties and responsibilities of the role. These may evolve in line with the needs of the Practice and the NHS. Significant changes will be discussed and agreed with the post holder.

Confidentiality

Patients entrust the Practice with sensitive information relating to their health and personal circumstances. All staff are expected to respect privacy and handle information responsibly.

Confidential information must only be shared with authorised individuals in line with Practice policies, GDPR, and information governance standards.

Health & Safety

The post-holder is responsible for promoting and maintaining their own health, safety, and security, as well as that of colleagues, patients, and visitors. Responsibilities include:

Following personal security procedures and practice guidelines

Identifying and managing risks in daily work activities

Keeping knowledge and skills up to date through training

Applying infection control procedures and maintaining a safe, tidy, and hazard-free environment

Reporting any health, safety, or infection control hazards promptly

Supporting overall cleanliness of work and patient areas

Completing mandatory infection control and health & safety training

Acting with due regard to safeguarding and promoting the welfare of children and vulnerable adults

Equality and Diversity

The post-holder will support the equality, diversity, and rights of patients, carers, and colleagues by:

Respecting the privacy, dignity, beliefs, and individual needs of all

Acting in accordance with practice policies, procedures, and relevant legislation

Welcoming and supporting individuals in a non‐judgemental, respectful manner

Personal & Professional Development

The post-holder is expected to actively engage in personal and professional development, including:

Participating in the annual appraisal and maintaining records of learning and development

Taking responsibility for ongoing learning, skills, and performance

Supporting colleagues by sharing skills and knowledge with others in similar roles

Quality

The post-holder will contribute to maintaining and improving quality within the practice by:

Raising concerns and alerting colleagues to issues relating to quality and risk

Taking accountability for their own performance and actions, whether working independently or under supervision

Reflecting on practice, offering suggestions for improvement, and contributing to team effectiveness

Working collaboratively with colleagues and external agencies to meet patient needs.

Managing workload, time, and resources efficiently

Communication

The post-holder should recognise the importance of clear and effective communication and will:

Communicate clearly and professionally with patients, carers, and colleagues

Share information effectively with the wider team

Adapt communication methods where needed to meet the needs of individuals

Contribution to the Implementation of Services

The post-holder will support the effective running of the practice by:

Applying practice policies, procedures, and guidance in daily work

Working with colleagues to understand and implement changes in policy or guidance

Contribute to audits and service reviews where appropriate

Person SpecificationExperience

Experience of handling and inputting data (electronic and/or paper-based)

Competent in using IT systems and office software

Experience of working in a GP practice or NHS setting

Experience in a customer‐facing/service role

Awareness of equality, diversity and inclusion

Awareness of health & safety in the workplace

Abilities and Aptitudes

Competent in using IT systems and office software

Professional telephone manner and strong interpersonal skills

Confidence and competence in handling a high volume of telephone‐based interactions

Ability to gather relevant information from patients and make informed decisions to support care navigation

Ability to assess situations and respond appropriately with tact and diplomacy

Strong organisational skills with the ability to prioritise and meet deadlines

Ability to handle confidential information securely

Team player with ability to work independently when required

Accuracy and attention to detail

Flexible with working hours

Willingness to cover earlier/later shifts as required

Ability to vary shifts when needed

Ability to adapt working style to meet patients needs

Ability to use standard office equipment effectively

Experience of care navigation or signposting roles

Understanding of primary care services and patient pathways

Qualifications

Good general education, including A to C in English and Maths skills

Disclosure and Barring Service CheckThis 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.

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Extra information

Status

Open

Education Level

Secondary School

Location

Chippenham

Type of Contract

Full-time jobs

Published at

21-05-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English