Care Navigator in Leominster

The Care Navigator is often the first point of contact for patients and visitors to Mortimer Medical Practice and plays a vital role in ensuring patients receive timely access to the most appropriate healthcare professional or service. The postholder will provide a welcoming, efficient and professional reception and administrative service whilst using care navigation skills to support patients in accessing the right care, at the right time, from the right person.

Working within Practice policies, protocols and NHS guidance, the Care Navigator will contribute to the smooth running of the Practice by delivering excellent customer service, maintaining accurate patient records and supporting both clinical and non-clinical teams. The role requires excellent communication skills, sound judgement, empathy, confidentiality and the ability to remain calm whilst managing competing priorities within a busy healthcare environment.

Main duties of the job

• To deliver a high-quality patient experience by acting as the first point of contact for patients, relatives and external agencies.
• Using Care Navigation principles to direct patients safely and appropriately to the most suitable clinician, healthcare professional or external service.
• Supporting delivery of the Practice's Total Triage model through effective management of patient contacts.
• Providing comprehensive reception and administrative support to ensure the efficient operation of the Practice.
• Maintaining accurate patient records in accordance with Practice procedures, GDPR and NHS information governance requirements.
• Promoting a positive, professional and compassionate image of Mortimer Medical Practice at all times.

About us

Mortimer Medical Practice is a friendly, well-established GP practice located in rural Kingsland, Herefordshire, serving a diverse and supportive patient population. The practice has two branch sites in nearby Orleton and Leintwardine, all of which are dispensing. With nearly 9,000 patients, we are proud of our reputation for delivering high-quality, patient-centred care within a welcoming and inclusive environment.

Our multidisciplinary team works collaboratively with respect, professionalism and kindness. We foster a positive workplace culture where every team member is recognised for their contribution and encouraged to develop their skills and interests. Staff wellbeing is important to us, and we strive to maintain a supportive atmosphere where colleagues feel valued.

We are committed to continuous improvement and providing excellent clinical care; our team benefits from strong clinical leadership, regular communication and opportunities for ongoing professional development. We encourage learning, share expertise across the practice and support career progression wherever possible.

As a group of smaller community-focused practices, we build meaningful relationships with patients and colleagues. We take pride in knowing our patients and delivering personalised care that makes a real difference to their health and wellbeing.

Mortimer Medical Practice offers an excellent opportunity to develop careers in primary care in a rewarding and fulfilling environment.

Job responsibilities

• Welcome patients and visitors in a courteous, professional and compassionate manner.
• Assess patient requests using approved Care Navigation principles and Practice protocols.
• Signpost patients to the most appropriate clinician, service or healthcare provider according to their needs.
• Support patients in accessing a wide range of NHS and community services where appropriate.
• Assist patients in understanding the services available both within and outside the Practice.
• Escalate urgent clinical concerns immediately in accordance with Practice procedures.
• Manage incoming telephone calls, face-to-face enquiries and electronic requests efficiently and professionally.
• Book, amend and cancel appointments in accordance with Practice protocols and clinician availability.
• Process home visit requests in line with Practice procedures.
• Check patients into clinics and manage patient flow throughout the day.
• Keep patients informed of delays and changes to appointments.
• Ensure consulting rooms and reception areas are prepared and maintained to provide a welcoming environment.

Administrative Responsibilities

• Maintain accurate electronic patient records using the Practice clinical system.
• Register new patients and update demographic information.
• Process repeat prescription requests in accordance with Practice policy.
• Respond to authorised requests for test results whilst maintaining strict confidentiality.
• Process incoming correspondence and electronic workflow as directed.
• Manage tasks generated through Practice systems including EMIS Web, Anima, NHSmail and other approved digital platforms.
• Receive and accurately record messages for clinicians and other members of the Practice Team.
• Liaise effectively with pharmacies, hospitals, community services and other healthcare providers.
• Respond positively and professionally to patient enquiries.
• Explain Practice procedures and available services clearly.
• Process requests for non-NHS services and collect fees where applicable.
• Support patients who may require additional assistance or reasonable adjustments.
• Deal sensitively with distressed or anxious patients, escalating concerns when appropriate.
• Handle complaints courteously and in accordance with the Practice Complaints Procedure.

Information Governance

• Maintain confidentiality at all times.
• Comply with GDPR, NHS Confidentiality Code of Practice and Information Governance policies.
• Ensure patient information is accurate, secure and handled appropriately.

Health, Safety and Security

• Maintain a clean, tidy and safe reception environment.
• Follow all Health & Safety, Fire Safety and Infection Prevention and Control procedures.
• Report hazards, incidents or security concerns promptly.
• Assist with opening and closing procedures as required.

Team Working

• Work collaboratively with all members of the multidisciplinary team.
• Provide cover for colleagues during periods of absence or increased demand.
• Participate in Practice meetings and contribute to service improvements.
• Demonstrate flexibility to support the changing needs of the Practice.

Training and Personal Development

• Participate in mandatory and statutory training.
• Undertake Care Navigation training and continue to develop knowledge of local NHS and community services.
• Participate in annual appraisal and personal development planning.
• Maintain competence in Practice systems and digital technologies.

General Responsibilities

The duties outlined above are not exhaustive and may change to meet the evolving needs of the Practice. All employees are expected to undertake any reasonable duties consistent with the grade and nature of the post.

Place of Work

The main place of work will be based at Kingsland, but there may be occasional times where travel is required to the practices branch surgeries at Orleton and Leintwardine.

Health & Safety

Working within a healthcare environment, the post-holder must take responsibility for their own and others health, safety and security.

Confidentiality

In the course of seeking treatment, patients entrust us with sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues.

Personal and Professional Development

The post-holder will participate in any training program implemented by the Practice as part of this employment.

Quality

The post-holder will strive to maintain quality within the Practice.

Communication

The post-holder should recognise the importance of effective communication within the team.

Notes: This job description provides an overview of the role and is not exhaustive. The post-holder may be asked, following appropriate consultation, to undertake other duties commensurate with the post to meet the changing needs of the Practice.