Care Navigator / Medical Receptionist

• Welcome patients and visitors in a friendly and professional manner.
• Answer telephone calls and deal with patient enquiries.
• Help patients access the most appropriate care or service.
• Manage appointments and patient requests using SystmOne and Anima.
• Recognise urgent patient needs and escalate appropriately.
• Process messages, documentation and administrative tasks accurately.
• Maintain patient confidentiality and follow practice procedures.
• Work collaboratively with colleagues to maintain a safe and efficient reception service.

• Welcome patients and visitors, providing a friendly and professional reception service.
• Answer incoming telephone calls and respond appropriately to patient enquiries.
• Support patients with appointment requests and access to practice services.
• Use care navigation principles to signpost patients to appropriate services within agreed protocols.
• Process patient requests and manage appointments using SystmOne and Anima.
• Recognise urgent requests, safeguarding concerns and potentially deteriorating patients, escalating promptly according to practice procedures.
• Book, cancel and amend appointments accurately.
• Process patient messages, correspondence, documentation and general administrative tasks.
• Maintain accurate patient records and handle confidential information appropriately.
• Support patients who may be anxious, upset or require additional assistance.
• Work collaboratively with the clinical and administrative teams.
• Support reception cover and maintain an efficient service throughout practice opening hours.
• Follow practice policies, confidentiality, information governance and safeguarding procedures.
• Participate in relevant training and contribute to improvements in patient service.

• 30 hours per week.
• Monday to Friday.
• £13.00 per hour (£20,280 per annum).
• Based at The Cornerstone Practice, March, Cambridgeshire.
• Appointment subject to satisfactory pre-employment checks.

Essential

• Experience working in a customer-facing or patient-facing role.
• Experience dealing with telephone and face-to-face enquiries.
• Confident using computers and learning new systems.
• Experience managing competing demands in a busy working environment.
• Ability to communicate professionally with people from different backgrounds.
• Experience handling sensitive or confidential information.
• Ability to work both independently and as part of a team.

Desirable

• Previous GP practice or NHS reception experience.
• Experience using SystmOne.
• Experience using Anima or another online consultation system.
• Experience with appointment booking and healthcare administration.
• Knowledge of care navigation and primary care services.

Essential

• We are looking for someone who is friendly, reliable, organised and genuinely enjoys helping people.
• GP reception can be busy and demanding, so the ability to remain calm, prioritise effectively and support colleagues is important.
• Previous NHS experience is not essential, and training will be provided on our clinical systems and practice procedures.
• **Closing date: Sunday 15 November 2026.**

Desirable

• GCSE English and Maths at grade 4/C or above, or equivalent.
• Customer service or business administration qualification.
• Care navigation or medical reception training.
• Relevant healthcare administration training.