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.

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 signpost 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 appointments.
• Page patients who are past their appointment time.
• Process new registration requests.
• Accept cash/card payments for non-NHS services and issue receipts to patients.
• Process requests for urgent prescriptions and advise patients of process/policy.
• Answer the telephone when working on the first floor reception desk.
• Administration
• To have a thorough knowledge of all practice procedures.
• To work in accordance with written protocols.
• Preparing paperwork/notes for surgeries and clinics.
• Preparing home visit paperwork for GPs and paramedics.
• Filing paperwork at the front desk ready for collection.
• Photocopying as required.
• Weekly process incoming and outgoing notes to PCSE.
• Confidentiality
• Uphold patient confidentiality at all times in accordance with practice policies, GDPR, and NHS guidelines.
• Access and use confidential information only when necessary and only share information with authorised personnel.
• Health, Safety, and Security
• Promote and maintain own and others health, safety, and security as defined in the practices Health and Safety Policy.
• Adhere to the Prospect House Fire Strategy and all related emergency procedures.
• Equality and Diversity
• Act in a manner that recognises the equality, diversity, and rights of patients, carers, and colleagues.
• Ensure respectful and non-judgemental communication and behaviour towards all individuals.
• Personal and Professional Development
• Participate in annual appraisals and personal development reviews.
• Take responsibility for own learning, professional development, and performance.
• Contribute to the induction and support of new team members as appropriate.
• Communication
• Communicate effectively with patients, carers, colleagues, and external agencies.
• Recognise the need for alternative methods of communication and adapt appropriately.
• Additional Responsibilities
• Carry out any other duties reasonably requested by the Reception Supervisor or Managing Partner, commensurate with the role and grade.

This job description is not exhaustive and will be reviewed regularly in line with service needs.

Person Specification

• Qualifications
• GCSE grade A to C in English and Maths.
• Experience
• Administrative experience: 1 year.
• Health and Social Care experience: 1 year.
• Disclosure and Barring Service Check
• This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.