The Care Navigator is responsible for providing friendly, efficient, and compassionate support to patients, clinicians, and other staff. This role serves as the first point of contact for the practice, managing the appointments system, processing requests, and facilitating effective communication between patients and the healthcare team.
The Care Navigator also assists with a variety of administrative duties to support the smooth running of the practice including the provision of secretarial and clerical support to clinical staff and other members of the practice team.
The role involves working closely with patients, GPs, the extended primary care team and other relevant health and social care professionals to ensure care delivery is of a high quality. Key responsibilities include provision of efficient, professional and high-quality patient support face to face, over the telephone and online, executing management plans, leading on completion of administrative tasks, arranging coverage, supporting reception and admin teams, and managing various communication channels efficiently. The role will deliver essential patient recall across all areas of QOF and LTC LCS ensuring patient appointments are well utilised and escalating any issues directly to the Reception Manager for prompt resolution. The role demands excellent organisational skills, customer service, and the ability to work collaboratively with a diverse healthcare team.
Main duties of the job
- Offer a welcoming and professional first point of contact for patients, visitors, and telephone callers
- Maintain and monitor the practice appointments system
- Process personal and telephone requests for appointments, visits and telephone consultations and ensure callers are directed to the appropriate healthcare professional
- Process and distribute incoming (and outgoing) mail, take messages, and provide general administrative support
- Process repeat prescriptions in accordance with practice guidelines
- Perform data entry, filing, and other clerical duties as required
- Maintain organization and tidiness of the reception area
- Work with the triage GP to contact patients, arrange ongoing care, and complete administrative tasks
- Manage the practice's electronic, paper, and telephone communications effectively and efficiently
- Liaise with patients about their management plans under clinician supervision
- Provide word‑processing support for clinicians, including letters, reports, and referrals
- Support operational and quality improvement initiatives, such as QOF, DES, and LCS targets
- Cover for members of the reception and admin team during leave or absence
- Adhere to practice policies, standards, and legislation regarding information governance, confidentiality, and patient rights
Person Specification
Qualities / Attributes
- Ability to provide quality care
- Good interpersonal and communication skills
- Good organisational skills
- Good team working skills
- Ability to work independently following verbal or written instructions
- Adaptable to change
- Basic IT skills
- Basic first aid knowledge
- Health and safety awareness
- Chaperone training certificate or experience
- Understanding of primary care operations and services; familiarity with electronic patient record systems
Experience
- Receptionist experience
- EMIS experience
- Experience of using eConsult or similar
- Experience in GP Practice or outpatient reception
- Knowledge of clinical terminology and processes
Qualifications
- GCSE grade A to C in English and Maths
- Qualified to NVQ level 3
- Business administration or equivalent
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.
