Hathaway Medical Centre is looking to recruit an enthusiastic and highly motivated GP Receptionist & Call Handler (Care Navigator) to join our friendly and supportive GP practice team.
This is a patient-facing role, delivered via telephone and face-to-face reception duties. It would suit someone who enjoys working with people and as part of a team, and who approaches patients, GPs, clinicians, and colleagues with respect, professionalism, and empathy. You will be reliable, hard-working, and able to think on your feet in a busy practice environment, remaining calm and organised while working under pressure and supporting the effective running of the practice.
Key Responsibilities
Reception & Patient Contact
* Greet and assist patients in a professional, welcoming, and friendly manner
* Provide high-quality customer service to patients and visitors at all times
* Support patients in navigating services and accessing appropriate care
Call Handling & Patient Access
* Answer incoming calls promptly and professionally, maintaining a courteous telephone manner
* Book, amend, and cancel patient appointments using the practice clinical system
* Respond to patient queries relating to appointments, prescriptions, test results, and general practice information
* Direct triage forms and ensure information is accurately recorded and appropriately actioned
* Signpost patients to the most appropriate services or healthcare professionals based on need
Clinical Support & Safety
* Recognise and appropriately escalate urgent calls in line with practice protocols
* Follow agreed triage and escalation procedures for urgent or complex requests
* Work closely with clinicians and administrative teams to ensure continuity of care
Administrative Duties
* Maintain accurate and up-to-date patient records
* Process administrative tasks such as scanning, filing, and responding to emails
* Handle sensitive information in line with GDPR, NHS policies, and confidentiality requirements
Team Working
* Work collaboratively with colleagues to support the smooth running of the practice
* Demonstrate flexibility to support service cover, including annual leave and sickness
* Contribute positively to a supportive and professional team culture
Skills & Experience
Essential
* Excellent verbal and written communication skills with a professional and empathetic telephone manner
* Strong organisational skills with the ability to prioritise workload effectively
* High attention to detail when recording patient information
* Ability to remain calm and effective during busy periods and high call volumes
* Basic IT skills, including Microsoft Office
Desirable
* Experience working in a GP practice or NHS setting
* Familiarity with SystmOne
* Previous reception, call handling, or customer service experience in a busy environment
* Knowledge of appointment triage processes and medical terminology
Previous applicants need not apply.
Working pattern:
This role covers Monday, Tuesday, Thursday and Friday.
Applicants must be available to work full days on Monday and Friday, as this is essential to the role.
Shifts are mostly worked between 8.00am and 6.30pm, with Tuesday afternoon shifts including a later finish of up to 8.00pm.
Additional Information
* Flexibility is required to cover annual leave and sickness
* Occasional evening, Saturday, or cross-site working within Chippenham may be required
* Applicants must have the right to work in the UK (visa sponsorship not available)
Benefits
* NHS Pension Scheme
* Free on-site parking
* Supportive, friendly working environment
* Opportunities for training, development, and progression
Safeguarding
Hathaway Medical Centre is committed to safeguarding and promoting the welfare of children and adults and expects all staff to share this commitment.
How to Apply
Please apply online or send your CV with a brief covering note, letting us know which days and times you are available to work, to:
No agencies.
Job Type: Part-time
Expected hours: 26 – 30 per week
Benefits:
* Company pension
* Free parking
* On-site parking
Education:
* GCSE or equivalent (preferred)
Experience:
* Customer service: 1 year (required)
Work Location: In person