Care Navigator/ Front Desk Receptionist

Allscreens Nationwide Ltd; Kettering (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

Weavers Medical in Kettering, OH is seeking a Care Navigator and Front Desk Receptionist to provide professional patient-facing service, manage appointments, and support clinical and administrative staff. You will guide patients to the right clinician using care navigation, apply empathetic communication, handle calls, registrations, payments, and ensure accurate records across two sites.

The role requires strict confidentiality, GDPR awareness, health and safety compliance, and collaboration

Qualifications

• Experience in front desk or patient-facing roles preferred.
• Understanding of GDPR and patient confidentiality.
• Ability to use medical record systems.

Responsibilities

• Provide a professional, friendly, and efficient service to patients in person or over the telephone.
• Utilise care navigation techniques to guide patients to the most appropriate clinician or service.
• Apply non-violent communication to ensure empathetic and respectful interactions.
• Process appointment requests, home visit requests, and telephone consultations accurately.
• Take and relay accurate messages to clinical and administrative staff.
• Manage incoming and outgoing correspondence, including post and emails.
• Update patient information on the clinical system following practice procedures.
• Initiate contact with patients, healthcare providers, and external agencies as appropriate.
• Maintain a clean and organized reception area and support fire safety procedures.
• Make appointments using care navigation and signpost patients to the right source of help.
• Greet patients and mark arrivals; advise on delays and late policies.
• Process new registrations and accept cash/card payments for non-NHS services.

Job description

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

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 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.