About this role
Job summary
Great with people? Calm under pressure? Looking for a busy, varied role where no 2 days are the same? We want to hear from you!
The Cornerstone Practice in March is looking for a friendly, reliable and organised Care Navigator to join our busy reception team.
You will be the first point of contact for patients, helping them access the right care while supporting the smooth running of the practice.
We need someone who can think on their feet, manage competing demands and remain professional and approachable, even when things get busy!
Excellent customer service, communication and IT skills are essential.
Previous GP reception experience would be an advantage, but the right attitude and transferable skills are just as important.
30 hours per week | Monday to Friday | £13.00 per hour (£20,280 per annum)
Main duties of the job
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.
About us
The Cornerstone Practice is a busy GP practice based in March, Cambridgeshire, providing care to approximately 9,500 patients.
Our established multidisciplinary team includes GPs, Advanced Nurse Practitioners, nurses, paramedics, healthcare assistants and administrative colleagues.
We are committed to delivering safe, high-quality patient care and recognise the important role our reception team plays in helping patients access the services they need.
Job description Job responsibilities
The Cornerstone Practice is seeking an enthusiastic, organised and reliable Care Navigator / Medical Receptionist to join our reception team.
As the first point of contact for patients, you will play an important role in helping people access appropriate care while supporting the smooth running of our busy GP practice.
This is a varied, patient-facing role requiring excellent communication skills, attention to detail and the ability to remain calm and professional under pressure.
Key responsibilities
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.
Working arrangements
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.
Person Specification
Experience 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.
Additional Information 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.**
Qualifications Essential
Good standard of general education. Good written and spoken English. Competent IT and keyboard skills.
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.
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.
Employer details Employer name The Cornerstone Practice
Address Elwyn Road
March
Cambs
PE15 9BF
United Kingdom
Employer's website https://www.cornerstoneandmercheford.nhs.uk/ (Opens in a new tab)