Receptionist/Care Navigator in Chippenham

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 job:

• Act as the first point of contact for patients, supporting them to access the right care in a timely and safe way.
• Handle a high volume of telephone calls, using effective questioning and listening skills to understand patient needs and guide them to the most appropriate service or clinician.
• Support patients at the reception desk, manage appointments, and assist with a range of administrative tasks to ensure the smooth running of the practice.
• 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.

About us:

Rowden 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 responsibilities:

• Act as the first point of contact for patients, visitors, and healthcare professionals via telephone, face-to-face, and email.
• Handle a high volume of telephone calls as a primary function of the role.
• Book, amend, and cancel appointments in line with practice protocols.
• Provide clear, consistent information to patients about available services.
• Process repeat prescription requests promptly and accurately; maintain accurate patient records.
• Work collaboratively with colleagues and clinicians, providing cover during staff absence.
• Handle sensitive information with discretion, tact, and empathy; ensure compliance with GDPR, CQC standards, and Health & Safety requirements.
• 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.

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.

Equality and Diversity:

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

Personal & Professional Development:

The post-holder is expected to actively engage in personal and professional development.

Quality:

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

Communication:

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

Contribution to the Implementation of Services:

The post-holder will support the effective running of the practice.

Person Specification:

• 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.
• Professional telephone manner and strong interpersonal skills.
• Ability to gather relevant information from patients and make informed decisions.
• Strong organisational skills with the ability to prioritise and meet deadlines.
• Good general education, including A to C in English and Maths skills.

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.