Care Navigator

Patient Engagement: Serve as the first point of contact for patients, dealing with enquiries both on the phone and at the reception desk, providing a high-quality and responsive customer care service.

Referral Management: Process all referrals sent from GPs, efficiently utilising the NHS e-Referral Service (e-RS). This includes submitting urgent referrals, such as two-week-wait (2WW) referrals, recording e-RS references in clinical records, and tracking their progress to ensure timely patient care.

Triage Hub Operations: Play a crucial role within our Triage Hub, reviewing online consultation submissions, assessing urgency (categorising as emergency, urgent, routine, self-care/advice, or signpost), and identifying any red-flag keywords or safeguarding indicators.

Patient Communication & Coordination: Contact patients to explain triage outcomes and confirm care plans. Coordinate with the team in the triage hub to book appointments based on urgency, modality, & clinician, ensuring patient agreement and providing clear next steps and safety-netting advice.

Information Governance & Confidentiality: Adhere strictly to patient confidentiality at all times, only accessing patient data necessary for your role using your own login, & never discussing patient information in public areas. Report any suspected unauthorised access or confidentiality breaches immediately.

Safety & Escalation: Identify potentially serious problems & escalate concerns to the appropriate clinician without delay.

If you would like to find out more information about this role, please do not hesitate to get in contact with us.

At Botesdale Health Centre, you will be part of a supportive and forward-thinking team dedicated to making a real difference in our community. We offer a rewarding role where your skills will be highly valued, contributing directly to positive patient outcomes.

We are an equal opportunities employer and welcome applications from all backgrounds in line with the Equality Act 2010.

We are committed to safeguarding and promoting the welfare of children and vulnerable adults. All appointments are subject to appropriate pre-employment checks, including DBS clearance.

To be considered for this position, you will have the following skills and experience::

Desirable: - Experience in using clinical systems (e.g. EMIS, Anima, e-RS) and online consultation platforms.