Key Responsibilities Care Navigation & Patient Support Provide a warm, professional first point of contact for all patients. Use active signposting to direct patients to the most appropriate clinician, service or resource in line with practice protocols. Manage incoming telephone calls and online requests, ensuring urgent issues are identified and escalated promptly. Assist patients in understanding digital access routes ie online systems and NHS App. Communicate clearly, sensitively and respectfully when supporting vulnerable or distressed patients. Reception Duties Welcome patients and manage face to face enquiries at the reception desk. Book, amend and manage appointments using clinical systems. Process prescription requests, sick notes, referrals and other administrative tasks following practice guidelines. Handle payments and issue receipts where applicable. Maintain a calm, organised front desk environment, even during busy periods. Administrative Support Process and route incoming clinical correspondence, pathology results, and documentation. Perform accurate scanning, coding and workflow management using digital systems. Maintain patient records in line with practice and NHS data standards. Support administrative projects such as audits, data quality improvement and service development. Confidentiality & Compliance Adhere to strict confidentiality and data protection policies at all times. Respect patient privacy and maintain secure handling of all personal data. Follow practice policies, health and safety procedures, safeguarding standards and infection control protocols. Communication & Teamwork Work collaboratively within a multidisciplinary team, supporting colleagues and sharing information effectively. Attend staff meetings, mandatory training and development sessions. Demonstrate a positive, flexible attitude and willingness to support the wider team during periods of high demand.