Care Navigator Lead (General Practice)

Job description

Job responsibilities

Care Navigator Lead (GP Practice)

Job summary

The Care Navigator Lead plays a vital role in ensuring the smooth day to day running of the Total Triage Hub and plays a vital role in ensuring the patient accesses the right care at the right time and given the most appropriate appointment or advice to meet their needs. As the first point of contact in General Practice, they support our Total Triage model by helping the patient navigate healthcare services efficiently and appropriately. Total triage is a General Practice workflow, whereby every patient contacting the practice first provides some information on the reasons for contact, the request is triaged by an experienced clinician before an appointment is allocated.

In line with our Total Triage model, and to ensure the practice communicates with patients in a timely way, Care Navigators gather key information from patients via phone, online, or in person. Using clear protocols, they direct patients to the most suitable clinician, service, or self-care resource, which may include GPs, nurses, pharmacists, social prescribers, or external services.

Their role reduces unnecessary GP appointments, supports clinical decision-making, improves access, and enhances patient satisfaction. Care Navigators also assist with administrative tasks, referrals, and follow-ups, contributing to a smooth and responsive patient journey.

Strong communication skills, empathy, discretion, and an ability to work under pressure are essential for this role.

Main duties of the Care Navigator Lead

• To ensure the smooth day to day running of the Total Triage Hub, you will be integral in the support of this team
• Signpost patients to the appropriate healthcare professional, service or self-care resource to meet their needs.
• Manage appointments and monitor online consultations (e.g., Accurx).
• Handle incoming calls, emails, and face-to-face queries professionally.
• Maintain accurate patient records, including data entry, coding, scanning, and system updates on EMIS & Accurx.
• Provide general administrative support to clinical and non-clinical teams.
• Participate in audits, meetings, and mandatory training.
• Contribute to practice initiatives, such as flu clinics and patient participation groups.
• Provide cover during staff absences and work collaboratively with colleagues to ensure smooth service delivery.

Responsibilities

The Care Navigator Lead is a key member of the general practice team, acting as one of the first point of contact for patients. They are responsible for efficiently navigating patients to the most appropriate service or healthcare professional using clinical triage protocols. The role supports the Total Triage model, ensuring that all patient requests are handled safely, promptly, and effectively, whether made via telephone, online systems, or in person.

In addition, the Care Navigator Lead provides comprehensive administrative support to ensure smooth day-to-day practice operations.

Key Responsibilities

The following are the core duties of the Care Navigator. Duties may vary depending on workload, staffing levels, and individual training.

Patient Navigation & Triage Hub

• Ensure the smooth day to day running of the Total Triage Hub
• Signpost patients to the appropriate healthcare professional, service, or self-care resource based on clinical protocols.
• Process and manage all in-person, telephone, and online appointment requests.
• Respond to general patient queries, offering appropriate advice or redirecting as needed.
• Support the Total Triage process by gathering relevant information and navigating accordingly.
• Ensure all patient interactions are documented accurately and confidentially.

Administrative & Clerical Duties

• Monitor the appointment system, assessing demand and availability daily.
• Handle incoming and outgoing correspondence, including emails and mail.
• Input and code clinical data and documentation onto EMIS and Accurx.
• Scan and upload patient documents, ensuring correct clinical coding.
• Perform general clerical tasks as required.
• Carry out system searches and support audit activities.

Communication & Collaboration

• Initiate and respond to communication from patients, staff, and external agencies.
• Liaise effectively with clinical staff, the Patient Services Team, and external services (e.g., hospitals, community teams).
• Attend staff meetings, contribute ideas, and take meeting minutes when required.
• Provide cover for colleagues during absences and assist in rota planning for breaks and out-of-hours.

Training & Development

• Undertake all mandatory training and practice induction programmes.
• Keep training up to date and attend refresher courses as required.
• Participate in annual appraisals and regular one-to-one reviews with management.
• Support new staff and participate in peer training when appropriate.

Person Specification

Qualifications

Essential

• Good standard of education, to GCSE Level or equivalent.
• Recent, relevant experience in administration, secretarial, reception or customer service role.

Desirable

• Educated to academic Level 2 (i.e., GCSE Grade A-C, NVQ2) or considerable recent NHS administrative experience. Customer Services Qualification level 2 or above (or relevant experience)

Personal Qualities

Essential

• Friendly, empathetic, and professional
• Calm under pressure and adaptable
• Clear, polite, and professional telephone manner
• Motivated and proactive
• Reliable and trustworthy
• Willing to learn and open to feedback
• Polite, professional, and confident manner
• Flexible, cooperative, and adaptable
• Self-motivated and proactive
• Forward-thinking and keen to improve service delivery
• Trustworthy, with high levels of integrity and loyalty
• Sensitive and empathetic, particularly in distressing situations
• Resilient and able to perform under pressure
• Committed to providing outstanding care and service to patients

Experience

Essential

• Strong leadership and team management skills
• Excellent communication skills (written and oral)
• IT-literate with good knowledge of Microsoft Office and email systems
• Strong organisational and time management skills
• Team-oriented with the ability to work independently
• Problem solving & analytical skills
• Ability to follow policies, protocols, and maintain confidentiality

Desirable

• Experience of working with clinical systems for example, EMIS, AccuRx and Docman.
• Experience of working in a general practice setting

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Riverside Medical Practice

Address

Barker Street

Shrewsbury

SY1 1QJ

Employer's website

https://www.riverside-medical.co.uk (Opens in a new tab)