Receptionist/Care Navigator in Chippenham

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:

• Patients
• 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:

• 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.

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-judgmental, 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