Receptionist / Care Navigator

Nhs View All Jobs; Norwich; On-site; GBP 12,000 - 18,000; Part time

Job summary

Hoveton and Wroxham Medical Centre is recruiting two part-time receptionists to support our fast-paced frontline team. One role is 26 hours over three days, the other 18 hours over two days.

The successful candidates will handle high volumes of patient calls and provide friendly, confidential help while directing patients to the appropriate care and service. Experience in a call centre or medical reception is beneficial.

Qualifications

• Previous reception experience and keen to help us to provide high levels of service to our patients.
• Organised, flexible and friendly.
• Excellent communication skills, with a clear and polite telephone manner.
• Strong IT and administration skills.
• Ability to multi-task, prioritise and work accurately under pressure.
• Previous medical or healthcare receptionist experience is desirable.
• Some flexibility is required to cover additional or alternative hours.

Responsibilities

• Greeting and directing all patients.
• Making appointments and giving out appointment cards, where required.
• Dealing with requests for information, and managing problems and complaints.
• Advising patients of practice procedures.
• Registering new patients.
• Answering the telephone, promptly.

Skills

Reception experience

Organised

Flexible

Communication skills

IT skills

Multi-tasking

Confidentiality

Job description

Hoveton and Wroxham Medical Centre is looking to recruit 2 part‑time receptionists to join our team. The first of the roles is 26 hours over three days, the second is 18 hours over two days. You will be working in a fast paced environment. Our reception team takes on average 250 calls per day. In this essential front‑line role, our reception team is highly trained in assessing a patient's needs to decide the urgency of their condition and direct them to the right care, person or service, ensuring those most in need are seen first. This role would also suit someone who has previous call centre experience.

Main duties of the job

• Greeting and directing all patients.
• Making appointments and giving out appointment cards, where required.
• Dealing with requests for information, and managing problems and complaints.
• Advising patients of practice procedures.
• Registering new patients.
• Answering the telephone, promptly. Previous reception experience and keen to help us to provide high levels of service to our patients
• Organised, flexible and friendly
• Excellent communication skills, with a clear and polite telephone manner.
• Ability to work in a polite, confidential and discreet manner, respecting patients at all times.
• Experience of working with the general public, being sensitive and empathic in distressing situations.
• Confidence to work as part of a team and ability to "think on your feet" and also use your initiative to work independently.
• Strong IT and administration skills.
• Ability to multi-task, prioritise and work accurately under pressure.
• Previous medical or healthcare receptionist experience is desirable.
• Some flexibility is required, as you will sometimes need to work additional or alternative hours to cover for colleagues.

Person Specification Experience Essential

• Previous reception experience and keen to help us to provide high levels of service to our patients
• Organised, flexible and friendly
• Excellent communication skills, with a clear and polite telephone manner.
• Ability to work in a polite, confidential and discreet manner, respecting patients at all times.
• Experience of working with the general public, being sensitive and empathic in distressing situations.
• Confidence to work as part of a team and ability to "think on your feet" and also use your initiative to work independently.
• Strong IT and administration skills.
• Ability to multi-task, prioritise and work accurately under pressure.
• Previous medical or healthcare receptionist experience is desirable.
• Some flexibility is required, as you will sometimes need to work additional or alternative hours to cover for colleagues.

Hoveton & Wroxham Medical Centre is a well-established, semi-rural practice with a patient population of around 10,500. We are a 7-doctor dispensing practice and we pride ourselves on how our teams work together to provide a high-quality, effective, efficient and reliable service to our practice population. We treat our patients with respect, dignity and the upmost care and compassion, and are always looking for new and innovative ways to improve our services. We are a teaching practice involved in training GPs and medical students from the UEA. Our aim is for all those working at the practice to feel valued, respected and mutually supported. From 2026, Hoveton and Wroxham Medical Centre began managing primary care services at the new Magna Medical Centre in Rackheath. You will be expected to work across both sites. This is a friendly practice which is undergoing rapid expansion. The practice has a homely, supportive and caring atmosphere putting the patients and staff at the heart of everything it does.