What GP receptionists and care navigators do day to day

The role covers many tasks: answering calls, greeting patients, handling online requests, booking and checking appointments, updating contact details, passing messages, dealing with prescription queries, scanning documents, supporting registrations and form completion, and liaising with clinicians.

Some work is done in front of patients; other tasks are administrative but still affect care. Sending a message to the right clinician, correcting a phone number, recording a patient's communication needs or checking an appointment type can prevent delays and miscommunication.

Typical parts of the role

• Patient contact: phone, desk, online forms, text replies and occasional difficult conversations.
• Administrative accuracy: records, demographics, appointments, referrals, recalls, results and document handling.
• Team coordination: messages, handover, checking local routes and knowing who can help.
• Access support: helping patients understand the right route while staying within agreed boundaries.

Manager focus: induction should match real work

Reception and care navigation are administrative safety roles within the practice team, not solely customer service.