Care Navigator

The role of a Primary Care Co-ordinator is central to ensuring smooth day-to-day operations within a medical practice. They act as the first point of contact for patients, carers, and visitors, creating a welcoming and supportive environment while maintaining professionalism and efficiency. A Primary Care Co-ordinator's responsibilities extend beyond answering phones and booking appointments; they play a vital part in the overall patient experience and the effectiveness of the healthcare team.

Main duties of the job:

• Being the first point of contact for patients, carers, and visitors, providing a professional and welcoming service through handling enquiries, booking appointments, and supporting vulnerable patients while maintaining confidentiality.
• Managing and updating patient records, processing prescriptions, handling documentation, and keeping reception areas safe and organised.
• Working collaboratively with GPs, nurses, and practice staff to ensure smooth operations, escalating issues when necessary, and supporting wider practice initiatives such as clinics and health campaigns.
• Treating all patients and colleagues with dignity and respect, upholding GDPR and practice policies, adapting to changing demands, and contributing to continuous service improvement through meetings, training, and other duties as required by management.

About us:

Sandwich Medical Practice is a welcoming and progressive GP surgery located in the heart of Sandwich, Kent. We are proud to be part of the Deal & Sandwich Primary Care Network, working closely with neighbouring practices to support our local community. Rated Good by the Care Quality Commission, we offer a wide range of services and are also a training practice, supporting GP trainees, medical and nursing students. We are committed to providing compassionate, patient-centred care and are always looking for new ways to improve how we work.

Job responsibilities:

• Delivering an excellent first impression of the practice, acting as the primary point of contact for patients, carers, and visitors.
• Providing a welcoming, professional, and efficient service by managing face-to-face and telephone enquiries, directing individuals to the appropriate services, and ensuring urgent needs are prioritised.
• Booking, amending, and cancelling appointments to optimise clinical time, assisting patients with completing forms and updating personal details, and processing repeat prescription requests in line with practice protocols.
• Supporting vulnerable patients, including those with disabilities, language barriers, or additional needs, ensuring equitable access to care.
• Maintaining the highest standards of patient confidentiality at all times, in line with GDPR and practice policies.
• Performing a range of administrative tasks, including maintaining and updating accurate patient records using the clinical system, managing incoming documentation, preparing reports and audits, and supporting data entry, scanning, and filing requirements.
• Ensuring the reception and waiting areas remain clean, safe, and welcoming, contributing to a positive patient experience.
• Collaborating with GPs, nurses, and other practice staff to maintain smooth patient flow, elevate complex or urgent issues appropriately, and provide cover during periods of staff absence.
• Actively contributing to practice-wide initiatives, such as flu clinics, health promotion campaigns, and patient engagement activities.
• Attending and participating in practice meetings, training sessions, and appraisals, contributing ideas for continuous service improvement.

This position requires a compassionate, adaptable, and proactive individual who can thrive in a busy, patient-focused environment. The successful candidate will uphold the practice's policies on confidentiality, safeguarding, and health and safety, while demonstrating professionalism and empathy in every interaction.

Person Specification:

• Clinical governance: Awareness of the importance of confidentiality, patient safety, and accuracy in clinical records.
• Qualifications: Good standard of general education (minimum GCSE level or equivalent in English and Maths).
• Personal/professional attributes: Friendly, approachable, and professional manner; ability to remain calm, empathetic, and polite when dealing with distressed or difficult patients; flexible and adaptable to meet the needs of the practice; reliable, punctual, and able to work effectively as part of a team; commitment to providing high-quality patient service.
• Experience: Customer service and reception experience; communication and interpersonal skills; strong IT skills; working under pressure and managing priorities; confidentiality and data protection.

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.