Receptionist/Care Navigator in Norwich

About the Role

Hoveton and Wroxham Medical Centre has an opportunity for a receptionist to join our team on a full-time basis although we can consider two part-time positions. Please note you will be expected to work across both sites.

You will be working in a fast paced environment. Our reception team takes on average 250 calls per day. In this essential front-line role, our reception team is highly trained in assessing a patient\’s needs to decide the urgency of their condition and direct them to the right care, person, or service, ensuring those most in need are seen first. This role would also suit someone who has previous call centre experience.

The main responsibilities of the role include:

• Greeting and directing all patients.
• Making appointments and giving out appointment cards, where required.
• Dealing with requests for information, and managing problems and complaints.
• Advising patients of practice procedures.
• Registering new patients.
• Answering the telephone, promptly.

Please see the attached job description for further information.

About the Candidate

To be considered for this role, you will have the following;

Essential:

• Previous reception experience and keen to help us to provide high levels of service to our patients
• Organised, flexible and friendly
• Excellent communication skills, with a clear and polite telephone manner.
• Ability to work in a polite, confidential and discreet manner, respecting patients at all times.
• Experience of working with the general public, being sensitive and empathic in distressing situations.
• Confidence to work as part of a team and ability to \”think on your feet\” and also use your initiative to work independently.
• Strong IT and administration skills.
• Ability to multi-task, prioritise and work accurately under pressure.
• Previous medical or healthcare receptionist experience is desirable.
• Some flexibility is required, as you will sometimes need to work additional or alternative hours to cover for colleagues.

About Us

Hoveton & Wroxham Medical Centre is a well-established, semi-rural practice with a patient population of around 10,000. We are a 6-doctor dispensing practice and we pride ourselves on how our teams work together to provide a high-quality, effective, efficient and reliable service to our practice population. We treat our patients with respect, dignity and the upmost care and compassion, and are always looking for new and innovative ways to improve our services.

We are a teaching practice involved in training GPs and medical students from the UEA. Our aim is for all those working at the practice to feel valued, respected and mutually supported.

From 2026, Hoveton and Wroxham Medical Centre will be managing primary care services at the new Magna Medical Centre in Rackheath.

This is a friendly practice which is undergoing rapid expansion. The practice has a homely, supportive and caring atmosphere putting the patients and staff at the heart of everything it does.

Disclosure and Barring Service Check

Please note 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 to check for any previous criminal convictions.