Care and Appointments Navigation Coordinator in Bradford

An exciting opportunity has arisen for a self‑motivated individual to join our Care navigation Team. This role will be primarily based at our Great Horton surgery but will require travel to our other sites.

Main duties of the job

• To deliver exceptional front‑line support to patients and visitors through effective care navigation, accurate appointment coordination, and proactive communication.
• This role ensures patients are guided to the most appropriate healthcare services efficiently and compassionately.
• It also involves contributing to the administrative and operational needs of the Care and Appointments Navigation Team and wider practice, supporting a smooth, safe, and patient‑centred service environment.

About us

We are a caring, committed team aiming to improve the health of our community by delivering high‑quality patient care while maintaining a fulfilling work environment, dedicated to our Investors in People accreditation. At The Ridge, teamwork is deeply ingrained, ensuring exceptional care for our patients. The practice is committed to sustainability. We participate in the Green Impact Scheme and actively seek to reduce our carbon footprint.

As a Disability Confident employer, we are committed to:

• Inclusive, accessible recruitment
• Offering interviews to disabled applicants
• Providing necessary adjustments
• Supporting employees with disabilities or long‑term health conditions

What's it for you?

• Generous annual leave, increasing with service (recognising NHS continuous service)
• 24/7 employee assistance programme
• NHS staff discounts
• Onsite mental health first aider
• Onsite gym equipment for staff
• Onsite parking

Job responsibilities

Performance Maximisation

• Deliver a courteous, responsive, and efficient reception and care navigation service, both in person and over the phone.
• Ensure patients are appropriately navigated to the correct service or clinician, using clinical protocol guidance and sound judgment.
• Maintain an up‑to‑date understanding of practice services, clinical rotas, and care pathways to ensure accurate and effective signposting.
• Accurately book, amend, or cancel appointments, ensuring a consistent and professional patient experience across all channels.
• Record home visit requests clearly and promptly, escalating to the Duty Doctor when required.
• Process paper repeat prescriptions accurately and follow up any issues according to protocol.
• Act as a chaperone during clinical appointments when required, following safeguarding and confidentiality standards.
• Proactively support the wider team with administrative tasks and help maintain a well‑organised work environment.
• Provide reliable cover for colleagues during periods of sickness or annual leave to support team continuity and service delivery.
• Demonstrate strong personal organisation and attention to detail in managing competing priorities throughout the day.

Communication

• Communicate with patients, carers, clinicians, and colleagues clearly, compassionately, and professionally at all times.
• Use telephone and clinical systems (e.g., SystmOne, e‑consult platforms) to handle messages and tasks with accuracy and timeliness.
• Confidently explain practice services, appointment types, and procedures in a way patients understand.
• Work collaboratively with the Reactive and Proactive administration teams to ensure seamless coordination across all patient contact points.
• Promote open, honest, and respectful dialogue within the team, supporting positive working relationships and effective information flow.
• Support internal communication by reporting patient feedback, emerging issues, or barriers to care that need clinical or operational follow‑up.
• Be open to listening back to your own patient calls and engaging in reflective feedback sessions, using constructive coaching to develop communication skills and enhance patient interactions.
• Collaborate with colleagues to cover workloads and maintain seamless service during absences, sharing best practices and providing support where needed.

Leading

• Informally support peers and new starters by demonstrating good practices, explaining procedures, and sharing knowledge.
• Assist in training both new and existing staff members, helping them build confidence and competence in care navigation and appointment processes.
• Participate actively in team discussions, service development initiatives, and improvement projects.
• Reflect on personal performance and contribute ideas to improve workflows, reduce errors, or enhance the patient experience.
• Participate in Protected Learning Time (PLT) sessions – including on non‑working days where possible – to stay informed, support team learning, and contribute to shared capability‑building.
• Take ownership of assigned responsibilities and demonstrate initiative in resolving issues.
• Demonstrate effective time management by prioritising tasks, meeting deadlines, and managing workload independently.
• Consistently adhere to practice policies, procedures, and professional standards, modelling positive behaviours and a proactive attitude.

Health and Well‑being

• Promote infection prevention and control by following hand hygiene, PPE, and cleaning protocols.
• Open and secure the building as part of daily operations, including managing alarm systems and access where appropriate.
• Participate in regular safety checks, reporting any hazards or maintenance issues promptly.
• Serve as a designated Fire Warden, supporting the team during emergency situations and evacuations.
• Maintain a tidy, safe, and organised working environment in line with health and safety regulations.
• Participate in workplace wellbeing initiatives and check‑ins, recognising the importance of mental and emotional health in a busy working environment.
• Raise concerns where appropriate and seek support when facing challenges, encouraging a healthy, open working atmosphere.
• Uphold safeguarding responsibilities in line with the practice's policies available on PeopleHR.

Values and Culture

• Embody and promote the core values outlined in the Practice Overview and Strategy, including being Friendly, Caring, Innovative, Open, and Team‑focused.
• Role model the behaviours promoted through the Practice Development Framework and contribute to building a learning, supportive culture.
• Foster a collaborative culture by actively supporting colleagues across departments, breaking down silos, and working together to achieve shared success.
• Support a culture of learning and knowledge‑sharing by contributing to the training and onboarding of new employees, as well as supporting the ongoing development of existing team members.

Additional Information

This job description is not intended to be exhaustive. The post‑holder may be required to undertake other duties from time to time, as reasonably required by the practice, to meet the evolving needs of the organisation.

Person Specification Required Skills and Competencies

• Excellent communication skills – verbal and written; able to interact confidently and compassionately with patients and colleagues.
• Strong IT proficiency, including familiarity with practice systems (e.g., SystmOne), Microsoft Office, and call‑handling tools.
• Ability to multitask and prioritise effectively in a fast‑paced, front‑line environment.
• Attention to detail and accuracy in booking appointments, inputting patient information, and processing requests.
• Calm under pressure, with strong problem‑solving skills and emotional resilience in dealing with distressed or unwell patients.
• Team‑oriented approach with a willingness to support others, learn new skills, and adapt to service demands.
• Understanding of confidentiality and data protection, with a professional approach to sensitive information.
• Commitment to personal development, including attending training and staying informed about practice changes.
• Basic understanding of safeguarding, infection control, and health and safety policies, with a willingness to undertake further training.

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.