Care Navigator

EMPLOYING ENTITY: Central London Healthcare CiC

Salary: £31,750 per annum

Hours: 37.5 h per week

Responsible to: Operations Manager

Key Relationships: General Practice, Healthcare LTD, One Westminster, Central and North West London NHS Foundation Trust (CNWL), Central London Community Healthcare NHS Trust (CLCH)

Overview: Central London Healthcare CiC is a GP Federation serving 30 general practices in Central London (Westminster), supporting four Primary Care Networks. The organisation delivers NHS contracts such as Community Dermatology, Cardiology, Secondary Care Referral, and out‑of‑hospital services, and manages a diverse workforce across clinical and non‑clinical roles.

Main Duties of the Job:

• Use SystmOne to record all patient interactions, using appropriate templates and in accordance with GDPR regulations.
• Maintain up‑to‑date and accurate records.
• Respond effectively and timely to tasks assigned to the CN.
• Support patients via Surgery Connect telephony system and email.
• Understand local third‑sector organisations, services and pathways.
• Keep records up‑to‑date internally and externally.

General Duties & Responsibilities:

• Support patients to develop and review Care Plans in line with a personalised care approach, to manage their needs and achieve better healthcare outcomes.
• Chair and participate in regular MDTs and ICTs as required.
• Provide coordination and navigation for people and their carers across health and care services, ensuring joined‑up service delivery.
• Refer onward to other health, social care and third‑sector providers where required.
• Proactively identify when action or additional support is needed, alerting relevant professionals and highlighting any safety concerns.
• Demonstrate a flexible attitude and be prepared to carry out other duties as reasonably required within the post or the level of responsibility.
• Work collaboratively with the Care Navigator team to meet organisation and personal targets.

Equality and Diversity: The post-holder supports the equality, diversity and rights of patients, carers and colleagues, recognising the importance of people’s rights, respecting privacy, dignity and needs, and behaving in a welcoming, non‑judgmental manner.

Criteria:

• GCSE Passes at Grade C or above or equivalent experience.
• Excellent standard of written and verbal English and numeracy.
• Keyboard skills.
• Excellent customer service skills.
• Good administrative and organisational skills.
• IT literate.
• Educated to degree level in a relevant subject.
• Experience using SystmOne.
• Knowledge of medical terminology.

Knowledge and Experience:

• Good knowledge of the Health & Social Care system.
• Strategic understanding and experience of working in the NHS, especially Primary Care Services.
• Good practical and conceptual knowledge of healthcare improvement methods and practices.
• Flexible and adaptable – able to work according to changing need.
• Commitment to personal development.
• Ability to use own judgment, resourcefulness, common sense and local knowledge to respond to enquiries while adhering to practice limitations.
• Building trust and rapport.
• Structuring conversations using a coaching approach.
• Experience creating personalised care & support plans.
• Ability to make decisions appropriate to the situation while adhering to practice/PCN policies.
• Ability to work at the desired times – flexibility to cover annual leave and sickness.

Benefits:

• Cycle to work scheme
• Discretionary pay progression
• Employee Assistance Program (EAP)
• Enhanced annual leave entitlement (27 days full‑time, pro‑rata for part‑time)
• Eye care voucher scheme through partnership with Specsavers
• Free tea/coffee, etc.
• Life Assurance scheme
• Modern office
• NHS Pension
• Refer & Earn scheme