Care Navigator (Medical Receptionist), Kendal

Overview

Are you passionate about helping people and making a difference every day? We’re looking for a Care Navigator to join our friendly, patient-focused team at The James Cochrane Practice, the largest GP surgery in the South Lakes with over 17,500 patients across two Kendal sites.

As a Care Navigator, you’ll be the first point of contact for patients whether face-to-face, by phone, or online. Your role is key to ensuring patients feel supported and cared for.

We are looking for people with great communication and customer service skills who can work in a busy, professional, patient-focused environment. Previous healthcare experience is helpful, although training will be provided.

Main duties

• Book appointments and handle medical administration
• Welcome and check in patients
• Answer queries and provide information to patients
• Share test results and assist with next steps

About us

The James Cochrane Practice has a long-standing reputation for excellent patient care. As the largest General Practice in the South Lakes area we have a registered list of over 17,500 patients and operate from two sites in Kendal. We are looking for an energetic and professional Care Navigator who is proactive and works well on their own initiative to join our busy team.

• 27 days annual leave plus Bank Holidays
• Access to exclusive NHS discounts with retailers and leisure providers
• Be part of an innovative, supportive team in a vibrant practice

Job responsibilities

As a Care Navigator, you’ll be the first point of contact for patients, providing a friendly, professional service in person, by phone, or online. You’ll help with appointments, queries, and practice information, keep systems and public areas running smoothly, and support the team with administrative tasks. This role is key to ensuring patients feel cared for and the practice operates efficiently.

Core Responsibilities

• Signpost patients to the correct service
• Handle appointment requests (in person, phone, and electronic)
• Answer and transfer calls, manage patient and external queries
• Process new and temporary registrations and update patient records
• Maintain accurate data entry and confidentiality
• Keep reception and office areas clean, tidy, and safe; report defects
• Support clinical staff with general tasks and audits
• Manage mail, messages, and electronic communications promptly
• Complete opening and closing procedures per policy
• Ensure compliance with Health & Safety and Fire policies

Key Standards to Follow

• Handle all enquiries promptly, efficiently, and courteously
• Record and distribute documents accurately and on time
• Ensure accurate and timely data entry on the computer system
• Type doctors letters correctly and without delay when required
• Be familiar with written instructions on: Surgery times and booking arrangements; Identifying patients needing urgent attention; Clinical and nursing team duties; Duties of non-clinical staff

Person SpecificationExperience

• The ideal Care Navigator will be a professional, customer-focused individual with strong communication and organisational skills. You should be able to work both independently and as part of a team, demonstrate flexibility, and maintain confidentiality. A commitment to learning, accuracy in administration, and a positive approach to patient care are key to success in this role.

Qualifications

• GCSE (AC) or equivalent in Maths and English
• Desire to learn and develop within the role
• Strong work ethic, self-starter, able to work autonomously
• Excellent interpersonal, written, and oral communication skills
• Ability to manage time effectively and follow policies
• Professional demeanour and customer service focus
• Flexible and cooperative, able to adapt to changing workloads
• Ability to use judgment and initiative appropriately
• Commitment to confidentiality and safeguarding
• Flexibility to work outside core hours occasionally
• Ability to travel between practice sites
• DBS check and pre-employment clearance
• IT literacy
• Evidence of continuing education or professional development
• Familiarity with NHS systems and processes

Disclosure and safeguarding

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.