Care Navigator in Conisbrough

We are looking for a confident, kind person to join our strong team of Care Navigators and Advanced Care Navigators in supporting the clinical team at our practice.

The practice is innovative and forward thinking and we need team members who are the same.

The role is full time, at 37.5 hours per week.

We need the successful candidate to be able work at any time between 8am and 6:30pm Monday to Friday.

Rotas will be made in advance and every attempt will be made to keep the shifts fixed, but flexibility to ensure sick and annual leave cover of colleagues is essential.

You need to be confident with IT and learning new skills, be polite and understanding with our patients and fit into our existing team well.

• 20 days annual leave, plus 8 days for Bank Holidays

Main duties of the job

You will be responsible for undertaking a wide range of Care Navigation duties and the provision of general support to the multidisciplinary team.

Duties can include, but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, the processingof information and assisting patients as required, handling complaints anddistressed or upset patients in a firm but supportive manner.

You will act as the central point of contact for patients, thedistribution of information, messages and enquiries for the clinical team, liaising with multi-disciplinary team members and external agencies such assecondary care and community service providers.

About us

Conisbrough Group Practice is a large, forward-thinking GP practice committed to providing safe, effective and patient-centred healthcare to our local community.

Our team consists of GPs, nurses, healthcare professionals, care navigators and administrative staff who work collaboratively to deliver excellent primary care services.

We are committed to continuous improvement, innovation and staff development, ensuring that our patients receive the highest standard of care while providing a supportive and rewarding working environment for our colleagues.

Our patient satisfaction results are something we are proud of, along with how easy it is too see one of our 19 doctors, 6 nurses and several other healthcare professionals in our practice.

We actively engage with our Primary Care Network (PCN), Integrated Care Board (ICB) and wider healthcare partners to improve outcomes for our population and help shape the future of local healthcare services.

We invest in our practice and community so that we can give the best possible care to all.

• Job responsibilities
• Care Navigation

Receive and process patient requests, either in person, by telephone, online, or via other communication methods.

Use approved care navigation training and pathways to signpost patients to the most appropriate service, this can include following instructions from the triage or on call teams.

Book appointments according to practice protocols and appointment availability.

Support patients to access self-care resources, community services, pharmacy services, NHS services, and local support organisations where appropriate.

Promote and support the use of online services and digital healthcare solutions.

Ensure urgent clinical matters are escalated promptly in accordance with practice procedures.

• Reception Duties
• Greet patients and visitors in a professional, courteous, and helpful manner.
• Manage incoming and outgoing telephone calls efficiently.
• Deal with patient enquiries and requests sensitively and effectively. This can include emails, phone calls, messages via digital platforms, etc
• Register new patients and maintain accurate patient records.
• Process appointment requests, cancellations, and amendments.
• Handle patient correspondence and documentation as required.
• Administrative Duties
• Maintain accurate electronic records using the clinical system.
• Scan, code, redirect and file documentation in accordance with practice procedures.
• Process repeat prescription requests according to practice protocols.
• Support administrative tasks associated with patient care and practice operations.
• Assist with recalls, invitations, and other patient communications.
• Undertake administrative tasks as received from the clinical system

Provide a high standard of customer service at all times.

Actively contribute to a positive patient experience.

Respond appropriately to patient concerns and direct complaints in line with practice policy.

• Demonstrate empathy and professionalism when dealing with challenging situations
• Governance, Compliance and Risk
• Support compliance with Care Quality Commission (CQC) standards, NHS regulations, and Practice policies.
• Take an active role to ensure the practices readiness for inspections and reviews from regulators and commissioners such as the CQC and ICB.
• Maintain health and safety, infection control, and data protection standards.
• Identify operational risks and take practical steps to resolve issues.
• Finance and Resources
• Monitor resources, equipment, and space to ensure smooth operations. Ensure costeffective use of resources in daily operations.
• Communication and Teamwork
• Act as a key point of contact
• Build effective working relationships with staff, patients, PCN colleagues, and suppliers.
• Attend meetings as requested
• Other Duties and Expectations
• Provide temporary cover for selected responsibilities when required, such as during periods of annual leave
• Maintain knowledge of and compliance with Practice policies and procedures relating to this post
• Attend relevant training courses as requested by the Business Manager and Practice Partnership, including assigned statutory and mandatory training
• Undertake any other duties as required by the Practice and determined by the Business Manager and/or Practice Partnership
• Promote the welfare of children, young people and vulnerable adults and comply with the practice safeguarding policies and procedures.
• Maintain strict confidentiality regarding patient, staff and business information and comply with practice policies and procedures
• Follow practice policies in relation to Health and Safety and Patient Safety
• Be committed to equality, diversity and appropriate professional conduct
• Work within scope of practice and avoid decision making outside of competence

This job description is intended as a guide and does not constitute and exhaustive list of duties. It may be amended to meet the changing needs of the practice.

Person Specification

Qualifications

• Good standard of general education, including GCSEs (or equivalent) in English and Mathematics at Grade C/Level 4 or above.
• Evidence of good IT literacy, including the use of Microsoft Office applications and electronic record systems.
• Willingness and ability to undertake role-related training, including Care Navigation training and mandatory NHS training requirements.
• Understanding of the importance of confidentiality and data protection within a healthcare environment.
• Care Navigation training or relevant NHS reception/care coordination qualification.
• NVQ Level 2 or 3 in Business Administration, Customer Service, Health and Social Care, or an equivalent qualification.
• Training in safeguarding, information governance, customer service or conflict resolution.
• Knowledge of NHS services and primary care pathways.
• Familiarity with clinical systems such as EMIS Web, Systm One or similar healthcare software.

Experience

• Previous experience working in a customer-facing role, demonstrating excellent communication and interpersonal skills.
• Experience handling telephone, face-to-face and written enquiries in a professional and courteous manner.
• Experience managing competing priorities and working effectively in a busy environment.
• Experience maintaining accurate records and handling confidential information.
• Experience using computer systems for data entry, record keeping and administrative tasks.
• Experience working as part of a team and building positive working relationships.
• Demonstrable ability to provide a high standard of customer service and deal with challenging situations in a calm and professional manner.
• Previous experience working in a GP practice, NHS organisation, healthcare setting or other patient-facing environment.
• Experience of care navigation, signposting, patient triage support or appointment management.
• Experience using clinical systems such as EMIS Web, Systm One, Docman or NHS Digital platforms.
• Experience processing repeat prescriptions, patient registrations, referrals or healthcare-related administrative processes.
• Experience supporting compliance with healthcare regulations, policies and quality standards.
• Experience promoting and supporting the use of online services and digital healthcare solutions.
• Experience handling patient concerns or complaints in accordance with organisational policies.
• Experience contributing to operational improvement, risk management or service development initiatives.
• 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.

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