Care Navigator

As a Care Navigator, you will be responsible for welcoming patients, managing telephone and face-to-face enquiries, and directing patients to the most appropriate service or healthcare professional. You will book appointments, process registrations, manage clinical correspondence, support prescription workflows and maintain accurate patient records using practice systems.

The role also involves handling confidential information, supporting administrative processes, responding sensitively to patient queries, and working collaboratively with the wider practice team to ensure an efficient and effective service. You will be expected to provide excellent customer care at all times while maintaining professionalism, accuracy and confidentiality.

You may also support colleagues across different areas of the practice, contribute to continuous improvement, and help maintain a welcoming environment for patients and visitors.

To provide comprehensive administrative support for the general practice and to act as

focal point for patients and staff.

To receive and assist and direct patients in accessing the appropriate service or

healthcare professional in a courteous, efficient and effective way.

Offer general assistance to the practice team and project a positive and friendly image

to patients and other visitors either in person or via the telephone.

Facilitate effective communication between patients and members of the healthcare

community.

Handle patient complaints in accordance with practice protocols.

To provide an efficient and accurate support to the secretarial team, clinicians &

patients.

To respond to all queries and requests for assistance from patients and visitors at

reception ensuring at all times that enquires from patients are efficiently and

courteously handled.

To ensure that telephones are at all times answered promptly and politely at all times,

accurate messages taken and calls passed to the appropriate person as necessary,

supplying information as required in a timely fashion.

To ensure that scanning, filing, record keeping and distribution of documents are

undertaken efficiently and promptly.

To ensure that the waiting area and leaflet stands are at all times kept tidy and leaflets

are re-stocked or removed as required and to check and put away deliveries of stock as

required.

Use the surgery computer system for appointments, patient data, repeat prescriptions

and other patient related tasks.

Greet patients and log arrival on the computer/show patients how to use the automated

booking in service.

Collect any necessary information from the patient for their consultation, deal with any

enquiries and provide any information the patient may need.

To send out recall letters for chronic disease quality marker clinics in line with

requirements of the GP Contract.

www.suffolkprimarycare.uk

Record requests for house calls, ensuring accurate details are taken and print off visit

summary.

To frank mail and prepare for posting on a daily basis and deal with including incoming

mail as required, including date stamping.

To file all correspondence in appropriate files on a daily basis.

To prepare acute/repeat prescriptions for GP signature, ensuring at all times the correct

name, address and date of birth of the patient.

To assist with new patient registrations together with inputting their necessary data

onto computer and making up new files/amalgamating and process amendments to

patient records.

To book interpreters as and when required for patients and advise whether or not

request has been completed.

To ensure the prompt return of files on a weekly basis to Business Service Organisation

(BSO), ensuring that a printed summary/scanned images are included before returning

patient files to BSO. (CCG currently).

To carryout routine daily backups of computer system.

To advise patients of relevant charges for private services, accept payment and issue

receipts if necessary.

To photocopy and fax information when required, ensuring photocopying is kept up to

date at all times.

To cover duties of absent members of staff as and when required including cover during

tea/lunch breaks at reception as and when required.

To send out DNA letters to patients.

To act as chaperone when requested and print off smear forms for the patient/check

patient specific directives (PSD).

To attend staff meetings as required and participate fully in annual staff appraisal.

Any other clerical/reception duties as deemed appropriate and requested by senior

receptionists or line managers.

To be flexible in the workplace in terms of hours worked as and when the need arises

and be prepared to work across sites.

To operate start and end of day procedures in line with practice policy and ensure

premises are prepared for staff to receive patients and also secured after use.

To provide an efficient audio/copy typing service for GPs and health professionals as

required. This includes the typing of letters, reports, patient referrals and liaising with

organisations relating to patient matters in an accurate and quality manner.

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive

information in relation to their health and other matters. They do so in confidence and have

the right to expect that staff will respect their privacy and act appropriately.

www.suffolkprimarycare.uk

In the performance of the duties outlined in this Job Description, the post-holder will

have access to confidential information relating to patients and their carers, staff and

other healthcare workers. They may also have access to information relating to Suffolk

Primary Care as a business organisation. All such information from any source is to be

regarded as strictly confidential

Information relating to patients, carers, colleagues, other healthcare workers or the

business of Suffolk Primary Care may only be divulged to authorised persons in

accordance with Suffolk Primary Care policies and procedures relating to confidentiality

and the protection of personal and sensitive data

Suffolk Primary Care (SPC) is a forward-thinking partnership of GP surgeries across Suffolk. Our collaborative approach enables doctors and staff to share resources, ensuring the continued delivery of high-quality healthcare.

We are committed to equal employment opportunities and encourage applications from all qualified individuals.

NHS Pension Scheme

Electric Car Salary Sacrifice Scheme

Flexible Working Arrangements

GP remote working options to accommodate personal commitments

At SPC, we invest in our staffs professional growth and well-being, fostering a positive work environment that benefits both our team and the communities we serve.

Experience

Qualifications

Desirable: - ECDL/CLAIT or other IT qualification.; - NVQ level 2 in customer service.; - Medical receptionist diploma