Health Navigator & Practice Administrator

• NHS Pension Scheme (subject to eligibility)
• 5 weeks' annual leave plus bank holidays (pro rata for part-time staff)
• Sick pay
• Free flu vaccination
• Health and wellbeing programme
• Free on-site parking
• Company events
• Comprehensive induction and ongoing training
• Opportunities for professional development within a supportive and friendly team

• Act as a welcoming first point of contact for patients, both in person and by telephone.
• Assess patient requests and confidently direct patients to the most appropriate clinician or healthcare service.
• Provide clear, professional and compassionate communication in line with practice policies.
• Use sound judgement and problem-solving skills to respond appropriately to patient enquiries.
• Utilise practice navigation resources, including Accurx, the Nurse Matrix and Community Pharmacy Pathways, to ensure safe and consistent patient navigation.
• Review and action incoming online consultations via Accurx.
• Book appointments accurately using EMIS, ensuring patients are allocated to the appropriate clinician and appointment type.
• Arrange telephone, face-to-face and nursing appointments according to clinical need and practice protocols.
• Maximise appointment utilisation by booking efficiently and minimising unused clinical time.
• Ensure patients are booked into appropriate QOF and vaccination appointments where applicable.

• Review, code and workflow all incoming patient correspondence (paper and electronic), including post, Docman and Accurx.
• Maintain accurate and up-to-date patient records within EMIS, including summarising new patient records and coding key clinical information.
• Action urgent clinical documents promptly, ensuring they are filed accurately within the patient record.
• Monitor and manage shared inboxes relating to workflow, coding, recalls and clinical administration.
• Manage a varied workload of clinical administrative tasks, including patient recalls, invitations, reviews, clinical searches, coding and correspondence to support contractual and clinical requirements.
• Update and maintain patient records using the clinical system, ensuring accurate coding and documentation.
• Monitor and action EMIS tasks, Docman workflow, Accurx responses, website enquiries and practice email inboxes throughout the day.

• Work collaboratively with GPs, nurses, pharmacists, care coordinators and administrative colleagues.
• Build positive working relationships with internal and external healthcare professionals.
• Demonstrate flexibility by supporting colleagues during periods of annual leave or sickness where reasonably practicable.
• Participate in team meetings, mandatory training and continuous professional development.
• Maintain confidentiality and always comply with GDPR and Information Governance requirements.

• GP Partners and Salaried GPs
• Advanced Nurse Practitioners
• Nursing Team
• Pharmacy Team
• First Contact Physiotherapists
• Mental Health Practitioners
• Care Coordinators
• Administration and Reception Team

Essential

• Excellent IT skills and confidence using computerised systems.
• Excellent written and verbal communication skills.
• Strong organisational skills with excellent attention to detail.
• Ability to prioritise competing workloads and meet deadlines under pressure.
• Professional, courteous and patient-focused approach.
• Strong interpersonal skills and the ability to work effectively within a multidisciplinary team.
• Ability to work independently using initiative and sound judgement.

Essential

• A minimum of two years' experience in a busy administrative, reception, or customer service role within a healthcare setting
• Experience handling confidential information professionally.
• Experience maintaining accurate records and ensuring high standards of data