Reception Team

The Role of the Reception Team

The Reception Team is the first point of contact for patients accessing the practice. Whether by phone, online, or in person at the front desk. Our Care Navigators are always ready to provide support and guidance.

Our Care Navigators are trained to manage multiple tasks at once while maintaining confidentiality and a professional attitude. The ability to stay calm under pressure and adapt to constant changes is essential in this role.

Core Responsibilities

• Provide first point of contact for patients via telephone, online services, and in-person at the front desk.
• Support patients with empathy and professionalism.
• Use care navigation techniques to ask patients about their symptoms and ensure they are booked with the most appropriate clinician or directed to an alternative service.
• Book, amend, and manage patient appointments
• Respond to both medical and administrative queries from patients and healthcare staff
• Relay messages from clinicians to patients in a timely and accurate manner

Meet Our Team

• Rachel, Care Navigator Supervisor
• Fiona
• Elaine
• Patrycja
• Lorraine
• Rebecca
• Clare
• Ella

Page published: 19 September 2025

Last updated: 16 January 2026