Care Navigator

• Answering incoming telephone calls promptly and professionally.
• Greeting and assisting patients and visitors at the reception desk.
• Booking, cancelling and amending appointments.
• Responding to emails and online patient enquiries.
• Processing administrative tasks and requests from GPs and the wider clinical team.
• Managing patient registrations and updating patient records.
• Signposting patients to the most appropriate healthcare professional or service.
• Maintaining confidentiality and handling sensitive information appropriately.
• Supporting colleagues with the smooth day-to-day running of the practice.

• Welcome patients and visitors in a professional, friendly and courteous manner.
• Provide a high standard of customer service at all times.
• Register new patients in accordance with practice procedures.
• Book, amend and cancel appointments using the clinical system.
• Assist patients with online services where appropriate.
• Ensure patient queries are dealt with promptly or directed to the appropriate member of staff.

• Answer incoming telephone calls efficiently and professionally.
• Navigate patients to the most appropriate clinician or healthcare service based on practice protocols.
• Deal with patient enquiries sensitively and accurately.
• Take clear and accurate messages where required.

• Process incoming emails and correspondence.
• Complete administrative tasks assigned by GPs, nurses and other clinicians.
• Process repeat prescription requests in line with practice procedures.
• Scan and accurately code clinical documents.
• Manage incoming and outgoing post.
• File and retrieve patient records when required.
• Maintain accurate patient information on the clinical system.

• Support patients to access the right healthcare professional or external service.
• Signpost patients to community, pharmacy, self-care or NHS services where appropriate.
• Follow practice protocols when directing urgent or emergency cases.

• Maintain patient confidentiality in accordance with GDPR, NHS guidance and practice policies.
• Work collaboratively with all members of the practice team.
• Assist with the training and support of new staff where appropriate.
• Participate in team meetings and mandatory training.
• Maintain a clean, safe and welcoming reception environment.
• Undertake any other reasonable duties appropriate to the role.

• Follow all Health and Safety legislation and practice policies.
• Report accidents, incidents and hazards promptly.
• Participate in fire safety and emergency procedures.

• A welcoming and highly supportive team environment.
• Full training and ongoing support.
• The opportunity to develop new skills within primary care.
• A varied and rewarding role where no two days are the same.
• The chance to make a genuine difference to the health and wellbeing of our local community.

Essential

• Excellent communication and interpersonal skills
• Friendly, approachable and professional manner
• Excellent customer service skills
• Ability to remain calm under pressure
• Good organisational and time management skills
• Good IT skills including Microsoft Office
• Ability to work accurately with attention to detail
• Ability to prioritise workload
• Ability to work independently and as part of a team
• Good standard of literacy and numeracy
• GCSE English and Maths (or equivalent)

Desirable

• Experience working in a GP practice or NHS setting
• Knowledge of EMIS Web
• Knowledge of Care Navigation principles
• Knowledge of NHS services and referral pathways