This role plays a vital part in delivering safe, accessible, and patient-centred care. As a Receptionist and Care Navigator, the postholder will be the first point of contact for patients, providing a welcoming, efficient, and supportive service. They will guide patients to the most appropriate care, manage appointments, support prescription and dispensing processes, and respond to enquiries with professionalism and empathy.
This role offers the opportunity to work within a supportive, forward-thinking practice that values teamwork, development, and high standards. The successful candidate will gain strong healthcare experience, ongoing training, and the chance to make a meaningful difference to patients and the wider community.
Main duties of the job
The Receptionist and Care Navigator is responsible for providing a professional, patient-focused front-of-house and administrative service within the practice. The role includes meeting and greeting patients, answering telephone calls, responding to general enquiries, and ensuring patients are directed to the most appropriate service through effective care navigation.
The postholder books, amends, and manages appointments in line with practice protocols, ensuring urgent matters are escalated appropriately. They process repeat prescription requests, support prescription clerking, and safely hand out medication to dispensing patients in accordance with practice procedures.
The role also involves maintaining accurate patient records, scanning and processing documents, handling confidential information in line with GDPR and NHS guidance, and supporting the smooth day-to-day running of reception services. Teamwork, professionalism, and excellent communication skills are essential throughout.
About us
Avon Valley Practice is a community-focused GP surgery serving the populations of Upavon, Durrington, and surrounding villages in Wiltshire. With sites in both Upavon Surgery and Durrington Surgery, the practice offers accessible, high-quality primary care services to patients of all ages.
The practice is committed to delivering comprehensive, patient-centred care that supports both clinical needs and wider wellbeing. Core services include routine and urgent GP consultations, nurse-led clinics (e.g. chronic disease management, immunisations, health reviews), prescription and medication support, and a range of allied health services. Practice staff work collaboratively with the wider PCN (Primary Care Network), community partners, and voluntary sector organisations to improve population health and increase access to support.
Avon Valley Practice places strong emphasis on continuity of care, effective care navigation, and positive patient experience. The team strives to be welcoming, responsive, and proactive in meeting the evolving needs of its patients, while maintaining robust governance, safety, and quality standards across both sites.
Job responsibilities
Please refer to the job plan. However, here's a brief summary of the job:The Receptionist and Care Navigator provides a professional, patient-focused front-of-house service, acting as the first point of contact for patients. The role includes meeting and greeting patients, answering telephone calls, managing appointments, and responding to general enquiries. The postholder uses care navigation principles to direct patients to the most appropriate clinician or service, ensuring safe and timely access to care. Responsibilities also include processing repeat prescriptions, supporting prescription clerking, and safely handing out medication to dispensing patients. Accurate record-keeping, confidentiality, teamwork, and adherence to practice policies are essential to support the smooth and efficient running of the practice.
Person Specification
Experience
* Good level of computer literacy, with confidence in using digital systems, email, and electronic records.
* Digitally enabled, with the ability and willingness to learn and use clinical and administrative software.
* Excellent verbal and written communication skills, with the ability to communicate clearly, professionally, and sensitively with patients and colleagues.
* Reliable, punctual, and dependable, with a strong commitment to attendance and consistent performance.
* Able to work effectively as part of a team, contributing positively to a supportive and collaborative working environment.
* Demonstrates initiative and problem-solving skills, with the ability to manage tasks proactively and respond appropriately to changing priorities.
* Maintains confidentiality and professionalism at all times.
* Able to work calmly and accurately in a busy, patient-facing environment.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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