Enhanced Access Bank Care Navigator

• Act as the first point of contact for patients attending Enhanced Access clinics, providing a friendly, professional, and efficient service.
• Welcome and check patients into appointments, ensuring accurate patient information is recorded and maintained.
• Manage front desk and reception duties, including answering telephone queries, signposting patients, and responding to general enquiries.
• Support GPs, nurses, and other healthcare professionals with basic administrative tasks and day-to-day requests.
• Assist with appointment management, including booking, cancelling, and rearranging appointments as required.
• Ensure clinical sessions run smoothly
• Signpost patients to the most appropriate healthcare service, clinician, or community resource based on their needs.
• Maintain patient confidentiality and comply with NHS policies, procedures, and data protection requirements.
• Process and distribute correspondence, messages, and documentation accurately and in a timely manner.
• Escalate urgent patient concerns or operational issues to the appropriate staff member.
• Work collaboratively with colleagues across the Primary Care Network to deliver high-quality patient care and service delivery.
• Contribute to a positive patient experience by providing excellent customer service in a busy and dynamic healthcare environment.
• Undertake other administrative and operational duties appropriate to the role as required by the Enhanced Access service.

• Act as the first point of contact for patients attending Enhanced Access appointments.
• Check patients into appointments accurately and efficiently using clinical systems.
• Confirm and update patient demographic information where required.
• Assist patients with general enquiries and provide information about services available within the PCN.
• Manage patient flow within clinics to ensure appointments run efficiently.
• Provide support to patients who may require additional assistance due to language barriers, disabilities, or other needs.
• Ensure waiting areas remain safe, tidy, and welcoming.
• Maintain patient confidentiality at all times.

• Provide information regarding available health services and appointment options.
• Support patients in accessing services within primary care and the wider NHS.
• Escalate concerns or urgent issues appropriately in accordance with practice and PCN procedures.
• Promote self-care and other appropriate healthcare pathways where suitable.
• Assist patients in understanding the services available through Enhanced Access.

• Process incoming and outgoing correspondence accurately and efficiently.
• Scan, file, and maintain records in accordance with information governance requirements.
• Support clinicians with routine administrative requests.
• Manage internal communications and relay messages accurately.
• Assist with appointment bookings, cancellations, amendments, and clinic scheduling.
• Support the completion of clinic preparation and follow-up activities.
• Maintain accurate records and documentation.
• Assist with data entry and data quality activities.
• Support reporting requirements as requested by management.

• Ensure appointment books are maintained accurately.
• Monitor appointment utilisation and identify available capacity.
• Support the smooth operation of Enhanced Access sessions.
• Assist with patient recalls and follow-up bookings when required.
• Liaise with clinical and administrative colleagues to address scheduling issues.
• Inform patients of any delays, changes, or cancellations to appointments.
• Ensure clinic rooms are appropriately prepared for sessions where required.

• Communicate effectively with a wide range of individuals, including patients who may be distressed, anxious, or upset.
• Respond professionally to telephone enquiries.
• Take and relay messages accurately and promptly.
• Work collaboratively with member practices and PCN teams.
• Demonstrate excellent customer service skills in all interactions.
• Represent the PCN in a professional manner at all times.

• Maintain strict confidentiality regarding patient and organisational information.
• Handle sensitive information in accordance with GDPR, NHS policies, and local procedures.
• Ensure accurate and secure management of patient records.
• Report any information governance concerns through appropriate channels.

• Actively participate in team meetings and service reviews.
• Identify opportunities to improve patient experience and operational efficiency.
• Support the implementation of new processes and procedures.
• Participate in audits and quality improvement initiatives where required.
• Maintain awareness of developments within primary care and NHS services.

• Assist in maintaining a safe environment for patients, visitors, and staff.
• Report incidents, accidents, hazards, or concerns promptly and appropriately.
• Follow infection prevention and control procedures.
• Participate in mandatory training and updates.
• Support emergency procedures where required.

• Develop positive working relationships with colleagues across member practices.
• Support team objectives and service delivery priorities.
• Contribute to a positive, inclusive, and supportive working environment.
• Demonstrate professionalism, reliability, and accountability in all aspects of the role.
• Undertake additional duties appropriate to the post and grade as required.

Essential

• Experience working in customer service
• Experience working with members of the public
• Understanding of confidentiality and data protection requirements
• Ability to work in a busy environment
• Experience with computer systems and Microsoft Word Applications

Desirable

• Previous experience within a GP practice, PCN, or NHS setting.
• Knowledge of primary care services.
• Experience using clinical systems such as EMIS Web, SystmOne, or similar.
• Understanding of Care Navigation principles.
• Knowledge of NHS services and pathways.