At Botesdale Health Centre, we pride ourselves on providing high-quality medical care in a friendly, courteous, and professional manner. As a Care Navigator, you will be at the forefront of our patient services, working across various touchpoints to guide and support our patients through their healthcare journey.
Key responsibilities:
Patient Engagement: Serve as the first point of contact for patients, dealing with enquiries both on the phone and at the reception desk, providing a high-quality and responsive customer care service.
Referral Management: Process all referrals sent from GPs, efficiently utilising the NHS e-Referral Service (e-RS). This includes submitting urgent referrals, such as two-week-wait (2WW) referrals, recording e-RS references in clinical records, and tracking their progress to ensure timely patient care.
Triage Hub Operations: Play a crucial role within our Triage Hub, reviewing online consultation submissions, assessing urgency (categorising as Emergency, Urgent, Routine, Self-care/advice, or Signpost), and identifying any red-flag keywords or safeguarding indicators.
Patient Communication & Coordination: Contact patients to explain triage outcomes and confirm care plans. Coordinate with the team in the triage hub to book appointments based on urgency, modality, and clinician, ensuring patient agreement and providing clear next steps and safety-netting advice.
Information Governance & Confidentiality: Adhere strictly to patient confidentiality at all times, only accessing patient data necessary for your role using your own login, and never discussing patient information in public areas. Report any suspected unauthorised access or confidentiality breaches immediately.
Safety & Escalation: Identify potentially serious problems and escalate concerns to the appropriate clinician without delay.
About the Candidate
Essential:
- Exceptional communication skills, both verbal and written, with the ability to convey information clearly and empathetically to patients, even in challenging situations.
- Strong organisational and administrative abilities, with keen attention to detail.
- Proven experience in a patient-facing role, ideally within a healthcare setting.
- A clear understanding and commitment to patient confidentiality, data protection (UK GDPR).
- Ability to work effectively under pressure, prioritise tasks, and manage a high volume of patient interactions.
- Ability to follow established protocols and procedures meticulously.
- A compassionate and patient-centred approach to care.
Desirable:
- Experience in using clinical systems (e.g. EMIS, Anima, e-RS) and online consultation platforms.
About Us
We are an equal opportunities employer and welcome applications from all backgrounds in line with the Equality Act 2010.
We are committed to safeguarding and promoting the welfare of children and vulnerable adults. All appointments are subject to appropriate pre-employment checks, including DBS clearance.
Disclosure and Barring Service Check
Please note 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 to check for any previous criminal convictions.
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