Job Summary
We are looking for a friendly, organised, and confident individual to join our Reception team at Rowden Medical Partnership. This key, patient‑facing role is at the heart of the practice, where you will make a real difference to how patients access care.
This 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.
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 foster a positive working culture where colleagues support one another and contributions are recognised.
Responsibilities
* Act as the first point of contact for patients, visitors and healthcare professionals via telephone, face‑to‑face and email, using effective questioning and listening skills to support care navigation.
* Handle a high volume of telephone calls, managing patient demand by prioritising, signposting and responding appropriately in line with practice protocols.
* Book, amend and cancel appointments, and accurately record requests for home visits and other services.
* Provide clear information about available services, including self‑care, community services and alternative healthcare pathways.
* Perform front desk duties such as registering patients, deducting patients, processing new patient registrations and supporting temporary cover or transport bookings.
* Process repeat prescription requests promptly and accurately, maintain accurate patient records in the clinical system, and handle correspondence, scanning and document workflow.
* Work collaboratively with colleagues and clinicians, providing cover during staff absence, contributing to service improvements and adapting positively to change.
* Open and prepare the building at the start of the day or secure and lock up at close (on rotation).
* Handle sensitive information with discretion, ensuring compliance with GDPR, CQC standards, Health & Safety and other regulatory requirements.
* Undertake any reasonable tasks requested by the Partners or Reception Manager to support the smooth running of the Practice.
Person Specification
Experience
Essential
* Experience of handling and inputting data (electronic and/or paper‑based).
* Competent in using IT systems and office software.
Desirable
* 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
Essential
* 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 the ability to work independently when required.
* Accuracy and attention to detail.
* Flexible with working hours and willingness to cover earlier/later shifts.
* Ability to vary shifts when needed.
Desirable
* 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
Essential
* Good general education, including A to C in English and Maths skills.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure and Barring Service check for any previous criminal convictions.
Contact
Reception Manager: Arthur Welsh, arthur.welsh@nhs.net
Details
Salary: £12.80 an hour
Contract: Permanent
Working pattern: Full‑time, Part‑time
Reference number: A1140-26-0002
Location: Rowden Hill, Chippenham, Wiltshire, SN15 2SB
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