Care Navigator​/Front Desk Receptionist

The Care Navigator plays a key role in supporting the smooth running of the practice by providing frontline assistance to patients, visitors, and the wider clinical team. You will act as the first point of contact for patients, helping them access the most appropriate services or healthcare professional, while undertaking a range of reception-based administrative duties to ensure excellent patient experience and efficient practice operations.

This role requires excellent communication skills, a proactive attitude, and a commitment to providing high-quality patient care.

A key focus is on improving patient outcomes, enhancing continuity of care, and promoting independence and wellbeing wherever possible.

Patient Support and Navigation

• Provide a professional, friendly, and efficient service to patients, whether in person or over the telephone.
• Utilise care navigation techniques to guide patients to the most appropriate clinician, service, or source of support, identifying patient needs regardless of how they are presented.
• Apply the principles of Non-Violent Communication (NVC) to ensure that patient interactions are empathetic, respectful, and solution-focused.
• Process appointment requests, home visit requests, and telephone consultations accurately and efficiently.
• Take and relay accurate messages to clinical and administrative staff.

Administrative Duties

• Manage incoming and outgoing correspondence, including post and emails.
• Process and distribute incoming and outgoing mail appropriately.
• File and retrieve paperwork as required following practice protocols.
• Ensure that patient information is recorded and updated accurately on the clinical system in line with practice procedures.
• Initiate contact with and respond to requests from patients, healthcare providers, and other external agencies as appropriate.

We are a large GP surgery in a town centre location with a branch site in Mawsley as well.

We have a large team of GP's Nurses, HCA's MHP's and other services including Physio.

WEAVERS MEDICAL

Job Description

Title
Care Navigator and Front Desk Receptionist

Responsible to
Managing Partner

Location
Weavers Medical, Prospect House, Kettering and Mawsley branch Surgery, School Road, Mawsley

Job Summary

The Care Navigator plays a key role in supporting the smooth running of the practice by providing frontline assistance to patients, visitors, and the wider clinical team. You will act as the first point of contact for patients, helping them access the most appropriate services or healthcare professional, while undertaking a range of reception-based administrative duties to ensure excellent patient experience and efficient practice operations.

This role requires excellent communication skills, a proactive attitude, and a commitment to providing high-quality patient care.

A key focus is on improving patient outcomes, enhancing continuity of care, and promoting independence and wellbeing wherever possible.

Main Duties and Responsibilities

Patient Support and Navigation

• Provide a professional, friendly, and efficient service to patients, whether in person or over the telephone.
• Utilise care navigation techniques to guide patients to the most appropriate clinician, service, or source of support, identifying patient needs regardless of how they are presented.
• Apply the principles of Non-Violent Communication (NVC) to ensure that patient interactions are empathetic, respectful, and solution-focused.
• Process appointment requests, home visit requests, and telephone consultations accurately and efficiently.
• Take and relay accurate messages to clinical and administrative staff.

Administrative Duties

• Manage incoming and outgoing correspondence, including post and emails.
• Process and distribute incoming and outgoing mail appropriately.
• File and retrieve paperwork as required following practice protocols.
• Ensure that patient information is recorded and updated accurately on the clinical system in line with practice procedures.
• Initiate contact with and respond to requests from patients, healthcare providers, and other external agencies as appropriate.

Practice Support

Maintain a clean and tidy work environment, including shared spaces such as kitchen and reception areas.

• Act as a fire coordinator on a rota basis following training.

Reception Duties

Make appointments using care navigation and actively sign post patients to the most appropriate source of help

Use directory of services as part of care navigation.

Help patients with using the digital practice via the tablets located in the reception area

Direct patients to the website to request sick notes, medication, change of address etc.

Accept forms over the desk for completion by the doctor and advise of charges

Cancel and re-schedule appointments as required from time to time

Greet patients and mark them as arrived for their appointment

Encourage patient use of self check in

Advise patients of late policy as required

Ensure patients waiting are advised of delays in their…