Care Coordinator/Navigator

Bexley Group Practice is looking for a caring, organised and proactive Care Coordinator/Care Navigator to join our friendly and supportive team. This is a rewarding role where you will help patients access the right services, coordinate their care and work closely with healthcare professionals across primary, community and secondary care. Every day offers the opportunity to make a positive impact on patients' health and wellbeing. The role is currently a 17 hour post which will be Monday 1.30 - 6.30pm, Thursday 7.45 - 1.45pm and Friday 7.45 - 1.45pm. Given the right candidate there may be opportunity to increase the hours.

Main duties of the job

• Support patients to access the right care by coordinating services across primary, community and secondary care.
• Work with our multidisciplinary team to ensure patients, particularly those with long‑term conditions or complex needs, receive personalised care.
• Provide a professional and welcoming reception service as the first point of contact for patients and visitors.

Key responsibilities include:

• Coordinating patient care and following up referrals, appointments and care plans.
• Supporting patients to access health, social care and voluntary services through information and signposting.
• Liaising with GPs, clinicians, hospitals, community teams and external organisations.
• Maintaining accurate patient records and updating EMIS Web.
• Providing a friendly, efficient reception service for patients in person and by telephone.
• Booking, amending and cancelling appointments using EMIS Web.
• Responding to patient enquiries and directing them to the appropriate clinician or service.
• Processing requests, correspondence and administrative tasks confidentially and efficiently.
• Working with the wider team to ensure the smooth running of the practice and high‑quality patient care.

About us

Serving over 14,000 patients, we are a high‑performing GP practice with an excellent reputation for delivering outstanding patient care, consistently achieving high QOF and local incentive scheme outcomes. You will work alongside an experienced multidisciplinary team including GPs, an Advanced Clinical Practitioner, Physician Associate, Pharmacist, Nursing Team, Mental Health Practitioner and a strong administrative team, all committed to providing the highest standard of care.

Main duties and responsibilities

Care Coordination

• Coordinate care for identified patients, ensuring timely follow up of referrals, investigations and care plans.
• Support patients to access appropriate health, social care and voluntary sector services.
• Signpost patients to services that best meet their individual needs.
• Liaise with GPs, clinicians, hospitals, community services, social care providers and other healthcare professionals to support joined‑up care.
• Assist with personalised care planning and ensure patients are involved in decisions about their care.
• Monitor patient pathways and escalated concerns where appropriate.
• Maintain accurate patient records using EMIS Web and other relevant systems.
• Support the practice in achieving quality improvement initiatives, QOF and enhanced service requirements where appropriate.

Reception and Patient Services

• Provide a courteous, professional and compassionate reception service.
• Welcome patients and visitors to the practice.
• Answer incoming telephone calls promptly and deal with enquiries efficiently.
• Book, amend and cancel appointments using EMIS Web in accordance with practice protocols.
• Signpost patients to the most appropriate clinician or service.
• Process prescription requests, registrations and other patient documentation as required.
• Manage incoming and outgoing correspondence.
• Ensure patient information is handled confidentially and in accordance with GDPR and practice policies.
• Support the smooth day‑to‑day running of reception and administrative services.

Administrative Duties

• Maintain accurate electronic patient records.
• Process referrals, hospital correspondence and other clinical documentation as directed.
• Assist with administrative tasks supporting the clinical team.
• Ensure all work is completed accurately and within agreed timescales.
• Participate in practice meetings and training sessions.
• Undertake any other reasonable administrative duties appropriate to the role.

Communication and Team Working

• Work collaboratively within the multidisciplinary team.
• Build positive working relationships with colleagues and external organisations.
• Communicate professionally with patients, carers and healthcare professionals.
• Demonstrate empathy, discretion and confidentiality at all times.
• Contribute to a positive and supportive working environment.

Confidentiality

The post holder will have access to confidential patient and practice information and must maintain confidentiality at all times in accordance with GDPR, NHS guidance and practice policies.

Health and Safety

Working in accordance with practice Health and Safety policies. Reporting incidents, accidents and hazards promptly. Maintaining a safe working environment for patients, visitors and colleagues.

Equality and Diversity

The post holder will support the practice's commitment to equality, diversity and inclusion, treating all patients and colleagues with dignity, respect and without discrimination.

Infection Prevention and Control

The post holder must comply with all Infection Prevention and Control policies and procedures and undertake mandatory training as required.

Professional Development

Participate in induction, mandatory training and continuing professional development. Attend practice meetings and training events. Participate in annual appraisal and performance reviews.

Flexibility

This job description is intended to provide an outline of the main duties and responsibilities of the post. It is not exhaustive and may be amended following consultation to meet the changing needs of the practice. The post holder may be required to undertake other duties appropriate to the grade of the role.

Person Specification

Experience

• Experience of working in a customer‑facing role.
• Experience of working within an administrative environment.
• Experience of dealing with confidential information.
• Experience of working as part of a team.
• Experience of working with a GP surgery.
• Experience of working in primary care.

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.