Applicants must have the right to work in the UK.
We are unable to provide visa sponsorship for this role.
We're recruiting two Care Navigators to join our reception team. Care Navigators are the first point of contact for patients, helping direct patients on the phone and at the desk to the right support. You'll be working closely with clinicians and the wider practice team. We need people who are organised, calm under pressure, comfortable dealing with a busy, varied workload, and have genuine compassion to help patients.
Hours
- Full-time (37.5 hours per week)
- Specific contracted hours will fall within the practice's opening hours of 08:00 - 20:00, Monday to Friday (worked as 7.5-hour shifts on a rota)
- Plus Saturday working on a pro rata basis (shifts of either 08:00 - 13:00 or 10:00 -14:30).
- Exact shift patterns will be confirmed with successful candidates.
Please note: this role requires regular travel between our sites, and a full, valid driving licence with access to a vehicle is essential due to limited public transport.
Main duties of the job
- Cover other Care Navigator duties as needed, including travel to Blean and Chartham branch sites
- Greet, signpost and support patients face to face and by phone
- Answer and handle incoming calls
- Book, amend and cancel appointments accurately
- Check patients in and direct them to the correct waiting area
- Liaise with clinicians and the wider team
- General admin duties, including scanning and photocopying
About us
Northgate Medical Practice is one of the largest GP practices in Canterbury, caring for over 21,000 patients across three sites in Northgate, Blean and Chartham. Our multidisciplinary team of GPs, advanced nurse practitioners, pharmacists and primary care nurses provides a broad range of general practice services and specialist clinics. Patients can access our services at our accessible sites, with dispensing available at our Chartham surgery and through our online systems for booking appointments, remote consultations and ordering prescriptions. We are committed to providing the highest quality care for our registered patients and for those referred into our clinics. As a Health Education England approved training practice, we regularly host GP registrars as well as nursing, physiotherapy and Kent & Medway medical students.
Job responsibilities
- Answer incoming telephone calls promptly and professionally in line with Practice protocol.
- Book, amend or cancel appointments face to face and over the phone, signposting patients to appropriate services.
- Check patients in for appointments and direct them to the appropriate waiting area.
- Receive and record requests for home visits and District Nurse visits, accurately relaying messages.
- Monitor clinics, informing patients of delays and updating clinicians when late visits or additional appointments are added.
- Order ambulances as requested by clinicians.
- Provide an effective handover of outstanding matters to incoming reception staff at the end of each shift.
- Act as a chaperone for clinicians when required.
- Contact patients on behalf of clinicians to arrange follow-up appointments, prescription collections and to relay test results where appropriate.
- Complete patient registrations and accurately enter details onto the clinical system.
- Input data from new patient health questionnaires.
- Process changes to patients personal details, such as address and contact numbers.
- Receive and record payments for medicals, insurance reports and other chargeable services.
- Maintain an adequate supply of Practice leaflets, new patient questionnaires, change of address forms etc., printing more when needed.
- Provide flexible cover across all Care Navigator roles, including branch surgeries.
- Work in accordance with all Practice policies and procedures.
- Carry out general administrative duties as required, including scanning, photocopying and processing documents.
- Complete the Care Navigator EMIS and Docman tasks.
- Receive deliveries and direct them to the appropriate department.
- Maintain a clean, tidy and welcoming reception and waiting area.
- Ensure building security, maintaining thorough knowledge of doors, windows, alarms and access fobs.
Person Specification
Experience
- Excellent communication skills and a professional, welcoming manner
- Works well under pressure and as part of a team
- Well organised with strong attention to detail
- Able to use tact, discretion and initiative
- Full, valid driving licence and access to a vehicle, as travel between our three sites is required
- Experience working in a GP practice
- Experience with EMIS Web and/or Docman
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.
Care Navigator in Canterbury employer: Northgate Medical Practice
Northgate Medical Practice is an exceptional employer, offering a supportive and collaborative work environment for Care Navigators. With a commitment to high-quality patient care and a focus on employee development, staff have access to training opportunities and the chance to work alongside a diverse team of healthcare professionals. Located in Canterbury, employees benefit from a vibrant community and the chance to make a meaningful impact in patients' lives while enjoying a flexible work schedule.
Contact Details:
Northgate Medical Practice Recruitment Team
