Care Navigator in Hitchin

We are looking to recruit a Care Navigator to join our friendly and supportive general practice team. The Care Navigator role is a key frontline position, acting as the first point of contact for patients and visitors to the practice. You will play an essential role in ensuring patients are directed to the most appropriate care in a timely and efficient manner.

Main duties of the job

• Provide a high-quality, patient-focused service and be responsible for a range of administrative and reception duties, including:

• Registering new patients and ensuring patient records are accurately maintained
• Completing and processing triage forms to support appropriate clinical decision-making
• Allocating, booking and managing patient appointments across clinical services
• Processing paper prescriptions in line with practice procedures
• Opening and/or closing the practice as required
• Providing cover for alternative working patterns during periods of staff absence
• Supporting the smooth day-to-day running of the practice while maintaining patient confidentiality at all times

About us

We are an NHS GP practice committed to delivering high-quality, patient-centred care to our local community. Our multidisciplinary team works collaboratively to provide safe, effective and compassionate services. We value teamwork, continuous improvement and staff wellbeing, and we strive to create a positive and inclusive working environment where all team members feel supported and respected.

Job responsibilities

The Care Navigator is a key member of the practice team and acts as the first point of contact for patients, carers and visitors. The post holder will provide a professional, welcoming and efficient reception and administrative service, supporting the smooth day-to-day running of the practice and ensuring patients are appropriately directed to the correct service or clinician. The role requires excellent communication skills, a patient-centred approach and the ability to work effectively as part of a busy multidisciplinary team.

Main Duties and Responsibilities

• Act as the first point of contact for patients, carers and visitors, both in person and via telephone
• Register new patients in accordance with practice policies and NHS requirements
• Complete and process triage forms accurately to support appropriate clinical assessment
• Allocate, book and manage patient appointments, ensuring patients are directed to the most appropriate service
• Provide patients with accurate information regarding practice services and access routes

Administrative Duties

• Process paper prescriptions in line with practice procedures and confidentiality requirements
• Maintain and update patient records accurately and in a timely manner
• Ensure all data is handled in accordance with GDPR and patient confidentiality standards
• Support general administrative tasks as required to ensure the efficient operation of the practice

Practice Support

• Open and/or close the practice in line with agreed procedures
• Provide cover for alternative working patterns during periods of staff absence
• Support extended access services where required, including working additional hours outside of core practice times
• Work collaboratively with clinical and non-clinical colleagues to ensure a high standard of service delivery

General Responsibilities

• Maintain a courteous, calm and professional manner at all times, particularly when dealing with distressed or unwell patients
• Adhere to all practice policies, procedures and NHS guidelines
• Participate in training and team meetings as required
• Contribute to a positive, supportive and inclusive working environment

Working Hours

The role operates on one of two fixed working patterns: Monday to Friday, 7:45am - 1:30pm or Monday to Friday, 1:30pm - 6:30pm. Additional hours may be requested to support extended access services outside of core practice hours, subject to service requirements.

Confidentiality

In the course of seeking treatment, patients entrust the practice with sensitive personal information. The Care Navigator must respect patient confidentiality at all times and comply with data protection legislation and practice policies.

Person Specification

Qualifications

• Good general standard of education, including literacy and numeracy skills
• NVQ Level 2 or equivalent in Customer Service, Administration or Healthcare

Experience

• Experience of working in a customer service-focused role
• Experience of dealing with the public, both face to face and via telephone
• Experience of working in a busy, fast-paced environment
• Experience working in a healthcare, NHS or GP practice setting
• Experience of appointment booking or reception based work

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.