Care Navigator - Administrator

Care Navigator - Administrator

Application Deadline: 31 August 2026

Department: Primary Care

Employment Type: Full Time

Location: DMC Chadwick Road Surgery, SE15 4PU

Reporting To: Assistant Practice Manager

Compensation: £25,000 - £26,000 per year

Description

Our Care Navigator / Administrator staff handle all incoming calls, signpost patients to appropriate services and maintain a welcoming practice environment. You are the first point of contact for patients and provide initial support with queries, compliments and complaints. You will support clinicians by liaising with patients regarding appointments, referrals, registrations, general enquiries and more. You will also liaise with other healthcare providers to support patient care.

Location

This role shares across two practice sites:

• Chadwick Road Surgery
• Crystal Palace Road Surgery

Main Duties & Responsibilities

Core functions (but not limited to):

• Process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition
• Answer incoming phone calls, transferring calls or dealing with the callers’ requests appropriately including by-pass line
• Be helpful and friendly to patients who contact the practice by phone or in person providing the best possible patient service
• Make appointments for patients, take requests for home visits and answer queries in a friendly and helpful manner
• Keep patients informed of any delays or problems when they are in the practice and deal with any concerns that may arise
• Assist with cancelling and rescheduling appointments as required
• Support the clinical team with requests
• Ensure Care Navigator / Administrator tasks are completed
• Ensure adequate supplies of registration forms are available; if taking in registration forms at reception, ensure patient has completed the form fully.
• Order ambulances and interpreters for patients as required
• Check patient details are current and correct, then update patient records
• Fully understand how the telephone system works
• Work as a team member with your admin and Care Navigators colleagues
• Understand the patient complaints procedure and adhere to it
• Ensure that the patient waiting areas are clean and tidy, and at the end of each session tidy up rooms, magazines and leaflets
• In conjunction with the Medicines Co‑ordinator, ensure that patients are aware of the 72‑hour turn‑around for prescription requests
• Email, scan and code clinical correspondence
• Be aware of all Care Navigator / Administrator and office protocols
• Become familiar with Hospital & laboratory courier collections and ensure procedure is adhered to
• Be aware of non‑NHS & private services charges, how to accept payments & issue receipts, and that these are recorded in the petty cash ledger book
• Open and close the practice, checking security and setting alarms as necessary
• At the end of the day, secure the building, check that all windows are closed and locked, blinds closed, necessary plugs are removed from sockets, switch off lights and activate the burglar alarm

Administrative duties

• Process registering new patients, making up notes and entering their details on the computer system
• Process new arrivals and deductions
• Support GP Links
• Manage the generic inbox
• Scan and code all clinical documents
• Use the electronic filing system to complete filing
• Deal with internal and external post
• Complete admin tasks and support with AccuRx Total Triage
• Undertake photo‑copying and other basic office duties as directed by the team
• Deal with queries for further information from hospitals or other local providers about patients
• Assist in preparing and sending out practice correspondence
• Ensure that the system is operational at the beginning of each day, and switched on to answer phone at lunchtime and at the end of each day
• Clerical duties
• Ensure prescriptions are handled accurately and efficiently following protocol
• Monitor incoming electronic test results to ensure prompt review by clinicians
• Data entry of new and temporary registrations and relevant patient information (e.g., smoking status, BP, ethnicity, medication from hospital letters)
• Scan all patient information into the computerised record (medical documents, hospital reports and letters)
• Deal with referrals to primary and secondary care
• Action tasks set by clinicians via the clinical systems and email
• Handling of documents via clinical systems and practice protocols

Secondary responsibilities

• Participate in practice audit as directed by the audit lead
• Cover shifts in the event of staff holidays and sickness
• Provide lunch cover where needed
• Undertake any other duties required by the needs of the practice and commensurate with the post
• Act as a chaperone when required following mandatory training, participate and contribute to team meetings and other meetings
• Undertake training as required including mandatory and statutory training, core skills training and ongoing developmental training
• Know all practice procedures
• Work in accordance with written protocols
• Participate in appraisal scheme
• Present a positive image of the practice at all times

Skills, Knowledge & Expertise

Experience

• Experience of working in a primary care environment
• Experience of working with the general public
• Experience of working in a healthcare setting

Skills

• Excellent communication skills (written and oral)
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• EMIS / SystmOne / Vision user skills
• Effective time management (planning & organisational)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Ability to follow clinical policy and procedure
• PC skills, able to use basic Word, Excel and e‑mail

Personal qualities

• Polite and confident
• Flexible and cooperative
• Motivated
• Problem solver with the ability to process information accurately and effectively, interpreting data as required
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure / in stressful situations
• Able to communicate effectively and understand the needs of the patient
• Effectively utilises resources
• Punctual and committed to supporting the team effort
• A willingness to learn and progress with a ‘can do’ attitude

Other requirements

• Flexibility to work outside core office hours
• Disclosure Barring Service (DBS) check
• Occupational Health clearance