Care Navigator (Reception)
Integrated Care Partnership
Epsom, KT17 4BL · Epsom, KT17 1TF · Epsom, KT19 9PSView on map(opens Google Maps in a new tab)
Salary
Negotiable
Contract
Permanent
Hours
Not specified
Closing date
30 October 2026
9 days leftJob description
The Integrated Care Partnership is a large GP practice and a standalone Primary Care Network (PCN). With a Patient population of 32,000, the Practice ...
assist the doctors, other clinicians and management in the provision of a high quality
service. Receive
and direct patients on arrival in a courteous and efficient manner. Process
and effectively signpost patients to the appropriate healthcare professional,
depending on the presenting condition. Answering
general enquiries, explaining processes and responding to requests. Answering
telephone calls, transferring calls or dealing with the callers' requests appropriately. Process patient requests for appointments. Receiving and recording requests for
home visits and messages for the doctors & nurses. Process repeat prescription requests in accordance with company procedures. Giving
results to patients. Enter patient data onto the clinical system (EMIS) and code appropriately. Initiate contact with and respond to requests from patients, team members and external agencies. To provide cover for colleagues absences.
We are looking for a professional, friendly and reliable Care Navigator to join our team across our four GP surgery sites.
The role is focused on providing excellent patient service, supporting our Total Triage process and ensuring patients are directed to the right service or clinician.
Key Responsibilities- Welcome patients and handle telephone enquiries professionally.
- Support patients with online requests, the NHS App and digital services.
- Accurately record patient information and follow the ICP Total Triage process.
- Book, amend and cancel appointments in line with practice procedures.
- Signpost patients to appropriate services and escalate urgent concerns correctly.
- Process administrative work including EMIS tasks, AccuRx, emails, registrations, documents and patient communications.
- Follow prescription, confidentiality, safeguarding and patient safety procedures.
- Maintain a professional and confidential reception environment.
- Work closely with GPs, nurses, pharmacists, administrators and other Care Navigators.
- Work flexibly across ICP's four sites when required.
- Excellent communication and customer service skills.
- Confident using IT systems.
- Professional, calm and respectful approach.
- Good attention to detail.
- Ability to maintain confidentiality and follow procedures.
- Reliable team player with a willingness to learn.
- Previous GP, NHS, reception or administrative experience.
- Experience using EMIS Web, AccuRx or Docman.
- Understanding of care navigation or Total Triage.
TrainingFull induction and relevant training will be provided, including practice systems, safeguarding, information governance, confidentiality and Total Triage.
Our ExpectationsAt ICP, we expect everyone to contribute to a professional, respectful and patient-centred culture.
Treat our patients and colleagues the way you would expect to be treated yourself.
The Integrated Care Partnership is a large GP practice and a standalone Primary Care Network (PCN). With a Patient population of 32,000, the Practice is ideally placed to benefit from the unique position of being a single Practice PCN.
The Practice is based over four sites. The Old Cottage
Hospital, Epsom, Fitznells Manor Surgery, Ewell Village, Cox Lane Surgery (near
Chessington) and Stoneleigh Medical Centre Stoneleigh.
Experience
Essential
- * Previous experience in a customer service, reception or administrative role.
- * Excellent communication and interpersonal skills.
- * Ability to deal with patients and colleagues in a professional, calm and respectful manner.
- * Good IT skills and confidence using electronic systems.
- * Ability to work effectively in a busy environment and manage competing priorities.
- * Strong attention to detail and accuracy.
- * Understanding of the importance of confidentiality and data protection.
- * Ability to work well as part of a team and follow agreed procedures.
- * Willingness to undertake training and work across ICP sites when required.
Desirable
- Previous experience working in General Practice, primary care or the NHS.
- Experience using EMIS Web, AccuRx and/or Docman.
- Knowledge of care navigation or Total Triage processes.
- Understanding of NHS confidentiality, safeguarding and information governance.
- Experience of working across a multi-site healthcare setting.
- Knowledge of local community and NHS services for appropriate patient signposting.
How to apply
Applications are handled entirely by the employer on the original advert. We do not collect CVs, supporting statements or application data.
Provenance
Source
NHS Jobs
First seen
21 September 2026
Last checked
23 September 2026
Salary, closing date and description are taken from the employer's advert. The original advert always takes precedence.
About the employer
NHS organisation
This listing was structured from NHS Jobs. Vacancy details and the application process remain the responsibility of the original source.
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