Care Navigator

• Patient Requests: Reviewing and processing incoming patient requests received through digital and other approved channels
• Care Navigation: Reviewing, categorising and routing requests using Anima or other approved clinical and digital systems
• Patient Signposting: Helping patients access the right care by directing them to appropriate practice services, community services, external providers or approved self-referral pathways
• Clinical Escalation: Recognising potential red flags and escalating clinical concerns, uncertainty or requests requiring clinical judgement to an appropriate clinician
• Patient Records: Accurately recording and maintaining complete and up-to-date patient information within clinical systems
• Patient Support: Clearly explaining available options and access routes without providing clinical advice or making independent clinical decisions
• Collaborative Working: Working closely with clinical and administrative colleagues to effectively manage patient requests and workflows
• Service Improvement: Contributing ideas to improve patient access, signposting, administrative workflows, data quality and clinical system processes
• Confidentiality: Maintaining strict confidentiality and complying with Information Governance, data protection and organisational policies

• Strong written and verbal communication skills
• Excellent accuracy and attention to detail
• Good IT skills and a willingness to learn new clinical and digital systems
• A well-organised and methodical approach to work
• The ability to work independently and under pressure
• The ability to follow agreed processes, pathways and procedures
• The ability to recognise potential red flags and understand when escalation is required
• An understanding of the boundaries of the Care Navigator role, including when clinical input is required
• An understanding of confidentiality, Information Governance and data protection
• The ability to manage your workload effectively and meet agreed timescales.

Desirable

• Experience working within primary care, the NHS or another healthcare environment
• Experience of patient administration, care navigation or clinical workflow management
• Previous experience of using the NHS Directory of Services or similar service directories