Front of House

Job Description Front of House / Care Navigator The Front of House / Care Navigator is an important member of the patient services team and is often the first point of contact for patients at Lea Wharf Medical. The role involves providing a friendly and professional service face-to-face and over the telephone, supporting patients with enquiries and helping them access the most appropriate service or member of the practice team. Main Responsibilities Welcome patients and visitors and manage reception enquiries. Answer incoming telephone calls and respond to patient queries. Care navigate patients to the most appropriate clinician, service or team using agreed practice pathways. Book, amend and cancel appointments in line with practice procedures. Support patients with general enquiries, including prescriptions, test results and other administrative requests. Accurately record information and maintain patient records on the clinical system. Recognise urgent or concerning situations and escalate appropriately. Manage difficult or sensitive conversations calmly and professionally. Maintain patient confidentiality and follow information governance procedures at all times. Work closely with clinical and administrative colleagues to support the smooth running of the practice. Complete required training and contribute positively to the wider practice team. The post holder will not provide clinical advice or make clinical decisions and should seek appropriate support where a patient's needs fall outside agreed care navigation pathways.