Care Navigator in Congleton

We are seeking either one fulltime Care Navigator at 37.5 hours per week or two parttime team members who can share the 37.5 hours across the week. Our standard shift patterns are 08:00 to 16:00 or 10:30 to 18:30, these change on a weekly basis to ensure fairness across the Front of House Team. On Thursdays, the practice provides extended access clinics, so the postholder must be available to work until 8pm, or be able to adjust their hours each Thursday to ensure the late cover.

As a key member of the general practice team, the Care Navigator will signpost patients to the most appropriate healthcare professional or service, ensuring that patients receive timely and effective support. This role acts as the central point of contact for patients, managing the flow of information, messages and enquiries for the clinical and non-clinical teams. You will liaise closely with colleagues across the practice as well as external agencies, secondary care and community service providers. Alongside this, you will also carry out reception duties to help deliver a high quality, patient focused service. This includes welcoming patients, supporting triage, assisting with registrations, booking appointments and processing information (electronic and hard copy) in a timely manner in accordance with current policies. The Care Navigator will play an integral part in the smooth running of the practice and the overall patient experience.

Main duties of the job

• Direct patients to the most appropriate clinician or service based on their presenting needs, using protocols and training.
• Gather essential information from patients via telephone or in person to support triage.
• Handle incoming calls, emails and face to face enquiries professionally, ensuring that patients feel supported and informed.
• Manage and book appointments according to practice procedures.
• Maintain accurate patient records using clinical systems such as EMIS and Docman.
• Participate in meetings, training and practice initiatives such as Flu and Covid clinics.
• Uphold confidentiality, professionalism and equality ensuring all patients are treated with dignity and respect.

About us

Readesmoor Medical Practice is the largest GP practice in Congleton, providing primary care services to a patient population of approximately 14,500 people. Readesmoor is part of the Congleton and Holmes Chapel (CHOC) Primary Care Network, working in collaboration with three other practices: Lawton House Surgery, Meadowside Medical Centre and Holmes Chapel Health Centre. The practice and the wider PCN are supported by a comprehensive multidisciplinary team, including: Paramedic Practitioners, Advanced Nurse Practitioners, First Contact Physiotherapists, Social Prescribing Link Workers. This wider network of practitioners enables us to deliver high quality, patient centred care across the local community.

Job responsibilities

The Care Navigator plays a vital role in ensuring patients access the right care at the right time. Working as part of the general practice team, the post-holder will guide patients to the most appropriate healthcare professional or service, support the smooth running of the practice and contribute to a positive patient experience.

Key Responsibilities:

• Assess patient needs and signpost them to the most suitable clinician, service or resource.
• Support the practice's triage.
• Provide information about available services and community support.
• Work closely with the clinical and non-clinical team to ensure a safe and effective patient flow.
• Act as a first point of contact for patients both in person and via telephone.
• Manage incoming enquiries, emails and requests, ensuring timely distribution to the relevant team.
• Maintain a calm, professional and compassionate approach when dealing with patients.
• Support patient registrations, appointment booking and updating patient records.
• Maintain confidentiality and adhere to data protection regulations at all times.

The post-holder must have:

• Excellent communication and interpersonal skills.
• Ability to remain calm under pressure.
• Strong organisational skills and attention to detail.
• Confidence using IT systems and learning new software.
• A caring, patient-focused approach with a commitment to high quality service.
• Ability to work effectively as part of a team.

The post-holder must demonstrate compassion and respect in every interaction, alongside a proactive, solution-focused approach. They should be dependable, punctual and open to learning with the ability to adapt within an evolving environment.

Person Specification

Qualifications

A good standard of education with an expectation of having both GCSE Maths and English at Grade C (Level 4) or above, or Functional Skills Level 2 in Maths and English.

Experience

Experience of working with the general public. Experience of working in a healthcare setting. Experience of administrative duties.

Knowledge and Skills

• Excellent communication skills and effective in communicating and understanding patient needs.
• Competent in the use of MS Office and Outlook.
• Problem solver with the ability to process information accurately and effectively, interpreting data as required.
• Ability to use own initiative, discretion, and sensitivity.
• Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity.
• Ability to work as a team member and autonomously.
• Sensitive and empathetic in distressing situations.
• Punctual and committed to supporting the team effort.
• High levels of integrity and loyalty.
• Clear, polite telephone manner.
• Flexible and cooperative.
• Motivated.
• Understanding of safeguarding adults and children.
• Demonstrate personal accountability, emotional resilience and work well under pressure.
• Knowledge of and ability to work to key policies and procedures.
• Good organisational skills.
• Clinical IT system user skills and the ability to record accurate notes.
• Chaperone procedure.

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.