Care Navigator in Burnley

We are looking for a friendly, experienced receptionist to cover maternity leave. As a member of frontline staff, you will be the first point of contact for our service users and visitors. You will need to be non-judgemental with excellent communication and listening skills. You must be able to deal objectively and professionally in a calm and approachable manner when liaising with patients, staff, healthcare professionals, and outside agencies. Prioritising a busy workload, being a good team player, and possessing the ability to deal with a wide range of clerical and administration duties in a busy environment is also required.

Knowledge of the EMIS web system would be an advantage; full training and support would be offered to the successful applicant. Experience of working in General Practice is desirable.

As a Care Navigator, you will play a key role in helping patients access the right care at the right time. You will assess patient enquiries sensitively, providing clear information and signposting patients to the most appropriate clinician, service, or external support based on their needs. The role involves managing appointment requests, supporting clinicians by ensuring patients are directed correctly, and helping to reduce pressure on GP appointments through effective navigation. You will also handle administrative tasks such as updating patient records, processing requests, and supporting practice workflows.

Excellent communication skills, confidentiality, and a patient-centred approach are essential, as you will regularly engage with patients, carers, and healthcare professionals in a fast-paced primary care environment.

Colne Road Surgery is part of SSP Health, the largest provider of GP services in the North West. We are proud to deliver high-quality, patient-centred care within a supportive and inclusive primary care environment. Our practice is supported by a wider network of over 40 GP practices, all rated Good or Outstanding, enabling shared learning, innovation, and strong clinical governance.

Our team is friendly, dedicated, and passionate about providing accessible healthcare to our community. We foster a positive and respectful workplace where teamwork, professionalism, and compassion are at the heart of everything we do. Staff are encouraged to develop their skills and are supported through training, mentorship, and clear progression opportunities.

By joining Colne Road Surgery, you will become part of a forward-thinking organisation that values its people, promotes work-life balance, and is committed to continuous improvement. You will benefit from the stability and support of a large healthcare provider while working within a close-knit, welcoming practice team.

Job responsibilities include:

• Being the first point of contact for patients and visitors.
• Supporting patients to access the right care at the right time.
• Providing excellent customer service in a busy GP practice environment.

Skills, Knowledge and Experience:

• Essential: Excellent communication and interpersonal skills.
• Ability to remain calm, professional, and non-judgemental in a fast-paced environment.
• Strong organisational skills and ability to prioritise workload.
• Good IT and administrative skills.
• Commitment to confidentiality and patient-centred care.

Desirable:

• Experience working in a GP practice or primary care setting.
• Knowledge of the EMIS Web clinical system.
• Previous experience in a reception, care navigation, or healthcare role.

Full training and ongoing support will be provided to the successful candidate.

Person Specification:

• Experience of working in a patient-facing, customer service, or reception role.
• Experience of working in a busy, fast-paced environment.
• Experience of managing multiple tasks and prioritising workload effectively.
• Experience of working as part of a team.
• Experience working within a GP practice, primary care, or healthcare setting.
• Experience of care navigation, signposting, or triaging patient requests.
• Experience using clinical systems, particularly EMIS Web.

Qualifications:

• Good standard of general education, including GCSEs (or equivalent) in English and Maths.
• Willingness to undertake relevant training related to the Care Navigator role.
• NVQ Level 2 or above in Customer Service, Administration, Health & Social Care, or equivalent.

Skills and Knowledge:

• Excellent communication and listening skills.
• Ability to remain calm, professional, and non-judgemental when dealing with patients.
• Strong organisational and time-management skills.
• Ability to assess patient requests and signpost appropriately using practice protocols.
• Good IT skills, including use of clinical systems, email, and Microsoft Office.
• Understanding of confidentiality, data protection, and patient privacy.
• Knowledge of GP practice processes and services.
• Aware of local health services and community support pathways.

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.