Performance Maximisation Deliver a courteous, responsive, and efficient reception and care navigation service, both in person and over the phone. Ensure patients are appropriately navigated to the correct service or clinician, using clinical protocol guidance and sound judgment. Maintain an up-to-date understanding of practice services, clinical rotas, and care pathways to ensure accurate and effective signposting. Accurately book, amend, or cancel appointments, ensuring a consistent and professional patient experience across all channels. Record home visit requests clearly and promptly, escalating to the Duty Doctor when required. Process paper repeat prescriptions accurately and follow up any issues according to protocol. Act as a chaperone during clinical appointments when required, following safeguarding and confidentiality standards. Proactively support the wider team with administrative tasks and help maintain a well-organised work environment. Provide reliable cover for colleagues during periods of sickness or annual leave to support team continuity and service delivery. Demonstrate strong personal organisation and attention to detail in managing competing priorities throughout the day. Communication Communicate with patients, carers, clinicians, and colleagues clearly, compassionately, and professionally at all times. Use telephone and clinical systems (e.g., SystmOne, e-consult platf orms) to handle messages and tasks with accuracy and timeliness. Confidently explain practice services, appointment types, and procedures in a way patients understand. Work collaboratively with the Reactive and Proactive administration teams to ensure seamless coordination across all patient contact points. Promote open, honest, and respectful dialogue within the team, supporting positive working relationships and effective information flow. Support internal communication by reporting patient feedback, emerging issues, or barriers to care that need clinical or operational follow-up. Be open to listening back to your own patient calls and engaging in reflective feedback sessions, using constructive coaching to develop communication skills and enhance patient interactions. Collaborate with colleagues to cover workloads and maintain seamless service during absences, sharing best practices and providing support where needed. Leading Informally support peers and new starters by demonstrating good practices, explaining procedures, and sharing knowledge. Assist in training both new and existing staff members, helping them build confidence and competence in care navigation and appointment processes. Participate actively in team discussions, service development initiatives, and improvement projects. Reflect on personal performance and contribute ideas to improve workflows, reduce errors, or enhance the patient experience. Participate in Protected Learning Time (PLT) sessions - including on non-working days where possible - to stay informed, support team learning, and contribute to shared capability-building. Take ownership of assigned responsibilities and demonstrate initiative in resolving issues. Demonstrate effective time management by prioritising tasks, meeting deadlines, and managing work load independently. Consistently adhere to practice policies, procedures, and professional standards, modelling positive behaviours and a proactive attitude. Health and Wellbeing Promote infection prevention and control by following hand hygiene, PPE, and cleaning protocols. Open and secure the building as part of daily operations, including managing alarm systems and access where appropriate. Participate in regular safety checks, reporting any hazards or maintenance issues promptly. Serve as a designated Fire Warden, supporting the team during emergency situations and evacuations. Maintain a tidy, safe, and organised working environment in line with health and safety regulations. Participate in workplace wellbeing initiatives and check-ins, recognising the importance of mental and emotional health in a busy working environment. Raise concerns where appropriate and seek support when facing challenges, encouraging a healthy, open working atmosphere. Uphold safeguarding responsibilities in line with the practice's policies available on PeopleHR. Values and Culture Embody and promote the core values outlined in the Practice Overview and Strategy, including being Friendly, Caring, Innovative, Open, and Team-focused. Role model the behaviours promoted through the Practice Development Framework and contribute to building a learning, supportive culture. Foster a collaborative culture by actively supporting colleagues across departments, breaking down silos, and working together to achieve shared success. Support a culture of learning and knowledge-sharing by contributing to the training and onboarding of new employees, as well as supporting the ongoing development of existing team members. Additional Information This job description is not intended to be exhaustive. The post-holder may be required to undertake other duties from time to time, as reasonably required by the practice, to meet the evolving needs of the organisation.