Receptionist/ Care NavigatorNHS

Job summary

As the first point of contact for patients and visitors, you will provide a professional, high-quality reception and telephone service, ensuring excellent customer care at all times. Working in a busy and evolving healthcare environment, you will use strong communication, organisational and problem-solving skills to manage enquiries, support patient access, and maintain an efficient service. The role requires a compassionate, patient-centred approach, with the ability to remain calm, professional and organised under pressure while maintaining confidentiality, dignity and respect.

Part-Time Hours.

16.5 Hours a week - Monday to Wednesday.

Afternoon Shift - 1pm to 6:30pm.

Overtime available.

Main duties of the job

• Act as the first point of contact for patients, visitors and healthcare professionals, providing a professional and welcoming service.
• Manage incoming telephone calls and respond to patient enquiries efficiently.
• Undertake care navigation, directing patients to the most appropriate clinician or service.
• Book, amend and cancel appointments in line with practice procedures.
• Process routine patient requests.
• Manage incoming correspondence, tasks and messages, ensuring appropriate action is taken.
• Provide assistance to patients accessing practice and NHS services.
• Liaise effectively with clinical staff and external organisations to support patient care.
• Maintain confidentiality and comply with GDPR, NHS information governance requirements and practice policies.
• Support the smooth running of reception services and ensure a positive patient experience.
• Handle patient concerns sensitively, escalating issues when required.
• Participate in training, team meetings and mandatory updates.
• Work flexibly as part of the wider practice team, supporting colleagues as required.
• Maintain a calm, organised and patient-focused approach in a busy environment.

Job description

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

About us

Cloughmore Medical Centre is a well-established and respected GP practice committed to providing high-quality, patient-centred care to our local community. We have approximately 8200 patients within our practice. We are proud of our friendly, supportive and forward-thinking team culture, where every member of staff plays an important role in delivering excellent services to our patients.

Our team is made up of dedicated clinicians, receptionists, administrators and healthcare professionals who work collaboratively, supporting one another in a positive and inclusive working environment.

We work alongside 7 other practices within South East Cardiff to deliver patient centred care.

In return, we offer a welcoming workplace, supportive colleagues, access to the NHS Pension Scheme, generous annual leave entitlement, and opportunities for personal and professional growth. If you are looking for a role within a respected practice that values its people and embraces innovation, Cloughmore Medical Centre is an excellent place to build your career.