Care Navigator

At Alwoodley Medical Centre, our Care Navigators are the friendly, reassuring voice and face that patients rely on when they need help most. This is not just an administrative role—it's a vital part of how we make healthcare feel accessible, personal, and well-coordinated. Every day, you will be helping patients make sense of their healthcare journey. Whether someone is unsure where to go, needs urgent direction, or simply a bit of reassurance, you will be the person who listens, understands, and guides them to the right care quickly and safely. You’ll be empowering patients to access the right clinician at the right time, while helping the whole practice run smoothly behind the scenes.

This role suits someone who genuinely enjoys working with people. You’ll need warmth, confidence, and the ability to stay calm and organised in a busy environment. No two days are the same – you might be solving problems on the phone one moment and supporting a colleague with patient flow the next. We're looking for someone who brings empathy, clear communication, and a can-do attitude. In return, you’ll join a supportive, close-knit team where your work has real meaning and impact every single day. If you’re someone who likes helping others, thrives in a fast-paced environment, and wants to be part of a practice that truly values patient care, this is a role where you can make a real difference.

Main duties of the job

This is a varied and hands-on role that supports the smooth day-to-day running of the practice, with a strong focus on both patient communication and essential administrative tasks. A key part of the role will involve answering and managing incoming phone calls, supporting patients with their enquiries, and helping them access the right service or member of the team. You will also provide reception cover when needed, greeting patients in person and ensuring they are supported in a calm, professional, and efficient way. Alongside patient-facing duties, you will be involved in a range of important administrative tasks. This includes dealing with comments and patient feedback, ensuring information is recorded and directed appropriately, and supporting the wider team with communication tasks. You will also be responsible for scanning and processing clinical and administrative documents accurately, helping to maintain high-quality patient records and ensuring information is available to clinicians in a timely manner. The role is varied and can be fast-paced, requiring good organisation, attention to detail, and the ability to switch between tasks. No two days are the same—you may be on the phones one moment and managing workflow or documents the next. This is a role for someone who is flexible, practical, and happy to get involved wherever needed to support the team and maintain a high standard of patient care.

About us

Alwoodley Medical Centre is a friendly, forward-thinking GP practice committed to delivering high-quality, patient-centred care to our local community. We are proud of our reputation for being approachable, supportive, and professional, with patients at the heart of everything we do. Our team is made up of GPs, nurses, healthcare assistants, and an experienced administrative and reception team who work closely together to keep the practice running smoothly. We value collaboration and believe that good communication across all roles is key to providing safe and effective care. The atmosphere within the practice is warm, respectful, and team-focused. We support one another, especially in busy periods, and take pride in maintaining a calm and organised environment even when things are fast-paced. Everyone’s contribution is valued, and we encourage a culture where people feel comfortable asking questions, learning, and developing in their role. Our work ethic is centred on professionalism, reliability, and compassion. We understand the importance of primary care in people’s lives and strive to make every patient interaction as helpful and positive as possible. Working at Alwoodley Medical Centre also offers the opportunity to be part of a supportive NHS environment where no two days are the same. Staff benefit from a varied role, opportunities to develop new skills, and being part of a team that genuinely makes a difference to the local community every day.

Key Responsibilities

• Answer incoming telephone calls promptly, professionally, and with empathy
• Provide a high standard of customer service to patients and visitors at all times
• Act as a Care Navigator, directing patients to the most appropriate clinician or service
• Book, amend, and cancel appointments using the EMIS clinical system
• Manage a wide range of patient queries efficiently and sensitively
• Update and maintain accurate patient records on EMIS
• Support reception duties, including face-to-face interaction with patients
• Carry out a variety of administrative tasks to support the wider practice team
• Work collaboratively with clinical and non-clinical staff to ensure effective service delivery
• Maintain patient confidentiality and adhere to data protection guidelines at all times

Person Specification

Essential:

• Previous experience dealing with patients or customers in a busy environment
• Excellent communication and interpersonal skills
• Confident and professional telephone manner
• Ability to remain calm under pressure and manage competing demands
• Strong organisational skills and attention to detail
• Good IT skills and willingness to learn systems such as EMIS
• Ability to handle sensitive and confidential information appropriately
• A positive, flexible, and team-focused approach

Desirable:

• Previous experience working in a GP practice, NHS, or healthcare setting
• Experience using the EMIS system
• Understanding of NHS services and patient pathways

What We Offer

• A friendly, welcoming, and supportive team environment
• A varied and engaging role within a busy GP practice
• Full training provided, including use of the EMIS system
• Opportunities to develop skills and progress within primary care
• NHS pension scheme (where applicable)
• Competitive annual leave entitlement

Qualifications

• Good standard of general education (e.g. GCSEs or equivalent), including English and Maths
• Basic IT skills
• NVQ Level 2 or equivalent in Business Administration, Customer Service, or Healthcare
• Additional training in customer service or healthcare-related fields

Experience

• Previous experience dealing with patients or customers in a busy environment
• Experience of working in a customer-facing or telephone-based role
• Experience of handling enquiries and providing information clearly and effectively
• Experience of working as part of a team
• Previous experience working in a GP practice, NHS, or healthcare setting
• Experience using the EMIS clinical system
• Experience of appointment booking systems or similar administrative systems
• Understanding of patient confidentiality and data protection

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.