Front Desk & Patient Services Navigator

Thornhills Medical Practice; Newsham; On-site; GBP 20,000 - 24,000; Full time

Job summary

Thornhills Medical Practice in the UK is seeking a permanent patient services advisor to be the first point of contact at reception. You will greet patients, guide them to appropriate services, book appointments and handle enquiries in person, by phone and online.

The role includes signposting, processing registrations, managing NHS emails, and supporting clinical and administrative colleagues with prescriptions, triage requests and test results. A collaborative, empathetic approach is essential.

Qualifications

• Educated to GCSE level or equivalent.
• Experience of working with the general public.
• Experience of administrative duties.
• Strong customer service background.

Responsibilities

• Greet patients, guide them to appropriate services and signpost them, seeking advice where the route is unclear.
• Answer incoming calls and book appointments, handling enquiries in person, by phone and online, and redirecting as needed.
• Take telephone messages, appointment details and home visit requests and enter them on the computer system.
• Assist patients with digital triage requests and action them as the triaging clinician directs.
• Alert doctors to urgent concerns and outstanding calls or visits, and hand over open matters at shift change.
• Relay test results to patients.
• Check prescription requests, direct them to the requested collection point and print repeat prescriptions.
• Monitor personal, generic and reception nhs.net email accounts and action messages promptly.
• Liaise with external agencies and multidisciplinary teams.
• Handle patient feedback initially, referring to the Patient Services Supervisor or Assistant Practice Manager as needed.
• Process new patient registrations, handle filing, post, faxes and recall letters, and use Patient Services and Care Navigation.
• Keep reception areas clean and stocked, arrange refreshments and equipment repairs, and help train new staff.

Skills

Communication

IT skills

Telephone manner

Time management

Teamwork

Policy adherence

Education

GCSE level

Tools

Office

Outlook

Job description

Thornhills Medical Practice in the UK is seeking a permanent patient services advisor to be the first point of contact at reception. You will greet patients, guide them to appropriate services, book appointments and handle enquiries in person, by phone and online.

The role includes signposting, processing registrations, managing NHS emails, and supporting clinical and administrative colleagues with prescriptions, triage requests and test results. A collaborative, empathetic approach is essential.