Care Navigator/ Front Desk Receptionist

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 of the job

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.

About us

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.

Details

• Date posted: 21 August 2026
• Pay scheme: Other
• Salary: £13 an hour
• Contract: Permanent
• Working pattern: Part-time
• Reference number: A2970-26-0024
• Job locations: Prospect House, 121 Lower Street, Kettering, Northants, NN16 8DN, United Kingdom, Mawsley Branch, School Road, Mawsley, Northamptonshire, NN14 1SN, United Kingdom

Job responsibilities

WEAVERS MEDICAL

Job Description

TitleCare Navigator and Front Desk Receptionist

Responsible toManaging Partner

LocationWeavers Medical, Prospect House, Kettering and Mawsley branch Surgery, School Road, Mawsley

Job Summary

Main Duties and Responsibilities

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 appointments

Page patients who are past their appointment time.

Process new registration requests

Accept cash/card payments non NHS services and issue receipts to patients.

Process requests for urgent prescriptions and advise patient of process/policy

Answering the telephone when working on the first floor reception desk

Administration

To have a thorough knowledge of all practice procedures

To work in accordance of written protocols

Preparing paperwork/notes for surgeries and clinics

Preparing home visit paperwork for GPs and paramedic

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.