Care Navigator - Part Time

You will provide a welcoming, helpful and

efficient first point of contact for patients and support the clinical and

Answering telephone,

face-to-face and online enquiries politely and efficiently

Listening carefully, gathering

relevant information and using agreed care-navigation guidance

Directing patients to the most

appropriate clinician, service or source of support without giving clinical

advice

Booking, changing and

cancelling appointments and explaining practice arrangements

Recognising urgent requests and

escalating them promptly according to practice procedures

Processing prescription

requests, messages, forms and general enquiries

Registering permanent and

temporary patients and checking that required information is complete

Recording home-visit and

transport requests accurately and referring them appropriately

Handling samples, forms and

clinical paperwork safely and according to procedure

Taking payments, issuing

receipts and explaining relevant charges

Updating patient demographic

and administrative information accurately

Checking relevant patient

alerts and supporting appropriate appointment booking

Completing allocated tasks and

routine clerical work during quieter periods

Keeping reception and public

areas organised, stocked and ready for use

Responding appropriately to

feedback and passing complaints or concerns to the correct person

The Care Navigator is accountable in the

first instance to the Care Navigator Team Leader. The post-holder will work

within practice policies, agreed procedures and their level of training.

contact and care navigation

Welcome patients and visitors

and respond to telephone, face-to-face and digital enquiries

Use approved questions and

practice protocols to understand the patient's request and identify the

appropriate route

Maintain awareness of available

appointments, services and temporary changes to access arrangements

Support patients who may be

distressed, anxious, frustrated or have communication needs

Contact emergency services or

escalate urgent concerns immediately when required by practice procedure

Explain registration,

temporary-resident and other practice processes clearly

Treat every patient, carer,

visitor and colleague with dignity and respect

and clinical administration

Use the appointment system

accurately and help maintain an orderly flow of patients

Record urgent appointment and

home-visit requests with all relevant information and escalate appropriately

Process prescription enquiries

and requests according to practice procedures

Communicate authorised messages

and information to patients accurately

Handle specimens, request forms

and sample packs safely, following infection-prevention and health-and-safety

Update patient records with

accurate personal and administrative information

Use relevant patient alerts to

support appropriate review booking within agreed procedures

Confidentiality

safety and teamwork

Keep patient and practice

information confidential and secure at all times

Follow data-protection,

information-governance, safeguarding, equality and health-and-safety

Keep the workstation clean,

tidy and secure and report equipment or safety concerns promptly

Work closely with clinical,

reception and administration colleagues

Attend training, appraisal and

team meetings and keep required knowledge up to date

Offer reasonable flexibility to

help cover planned leave or unexpected absence where possible

Raise concerns and suggest

practical improvements to the Care Navigator Team Leader or Practice Manager

Undertake other reasonable

duties appropriate to the role when requested by the Practice Management Team

or partners

The Cornerstone Practice is based in the

centre of March and cares for approximately 9,500 patients. We use SystmOne and

Anima.

Our team includes GP partners, salaried

GPs, advanced practitioners, treatment-room nurses, healthcare assistants, a

mental health practitioner and experienced reception and administration

colleagues. We also work with pharmacy, physiotherapy and social-prescribing

colleagues.

General practice can be busy and

unpredictable. We cannot promise quiet days, but we can promise colleagues who

share information, help one another and understand the importance of a strong

reception team.

Experience