Health Care Navigator

• Act as the first point of contact for patients, both face-to-face at reception, over the telephone and through digital communication systems, including AccuRx.
• Communicate with patients in a professional, compassionate and courteous manner, recognising that some patients may be distressed or vulnerable.
• Book, amend and cancel appointments using SystmOne.
• Monitor and manage incoming email inboxes, ensuring messages are directed to the appropriate team member and dealt with in a timely manner.
• Support patients to access the most appropriate service based on their needs, following practice protocols and escalation procedures.

• Process and assist with the triage of appointment requests, including those received through Accurx and other communication channels, in accordance with practice protocols.
• Direct patients to the appropriate clinician, service or healthcare provider.
• Process Community Pharmacy Consultation Service (CPCS) referrals in line with practice procedures.
• Arrange and communicate home visit requests to the appropriate clinical team for assessment.
• Recognise urgent requests and escalate them promptly to the appropriate clinician.

• Process repeat prescription requests in accordance with practice policies and procedures.
• Process urgent patient registrations and ensure relevant information is entered accurately onto the clinical system.
• Undertake administrative duties, including scanning documents into patient records, updating patient information and managing incoming and outgoing post.
• Process private prescription requests and take card payments where applicable, following practice procedures.
• Manage incoming administrative tasks and correspondence from external clinicians and healthcare professionals, ensuring these are directed to the appropriate team member for action.

• Process urgent referrals in accordance with established protocols, including two-week-wait (2WW), rapid access and crisis team referrals.
• Ensure urgent referrals are handled promptly and escalated where necessary.
• Assist with Quality and Outcomes Framework (QOF) activities, including contacting patients to arrange appointments, reviews and checks.
• Support clinicians and other members of the multidisciplinary team with administrative tasks as required.

• Maintain reception equipment and facilities, including patient check-in screens, telephone call display boards and blood pressure monitoring machines.
• Report equipment faults and ensure issues are addressed promptly.
• Maintain a clean, organised and professional reception environment.
• Undertake chaperone duties for clinicians when appropriately trained and authorised.

• Provide administrative and reception cover across the practice as required.
• Maintain strict confidentiality and comply with information governance, data protection and practice policies.
• Follow safeguarding, health and safety, infection prevention and control, and lone-working procedures where applicable.
• Participate in staff training, team meetings, appraisals and relevant practice development activities.
• Work collaboratively with colleagues to support an effective, patient-focused service.
• Undertake other reasonable duties appropriate to the role and level of responsibility.

• Excellent verbal and written communication skills.
• A friendly, approachable and professional manner.
• Strong organisational skills and attention to detail.
• The ability to prioritise tasks and work effectively under pressure.
• Good IT skills and confidence using computer systems.
• The ability to work independently and as part of a team.
• A commitment to patient confidentiality and high standards of customer service.
• A flexible and proactive approach to supporting the wider practice team.
• The ability to deal sensitively with confidential, urgent or potentially distressing situations.

Essential

• Ability to work effectively both independently and as part of a multidisciplinary team. Willingness to support colleagues and undertake a range of duties appropriate to the role. Flexible approach to working hours and service requirements.

Essential

• Ability to recognise urgent or sensitive requests and escalate them promptly in accordance with practice protocols. Ability to work independently within the limits of the role and seek advice when necessary.

Essential

• Understanding of the importance of confidentiality, data protection and information governance. Commitment to safeguarding, equality, diversity and inclusion, and maintaining professional boundaries.