Job summary
The Care Navigator acts as the first point of contact for patients and visitors at our busy GP practice, delivering a high-quality reception service and providing essential support to the wider Practice team, working closely with GPs and other clinicians. This role is well suited to someone with strong communication skills, keen attention to detail and the ability to remain calm and composed in a fast-paced environment.
This is a full-time role (37.5 hours per week).
Please note we are unable to offer visa sponsorship for this post, so applicants must already have the right to work in the UK.
Key responsibilities include:
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Welcoming, signposting and supporting patients in a professional, warm and approachable manner.
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Using the appointments system to book, amend and cancel appointments, ensuring all patient information is recorded accurately.
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Acting as the primary point of contact for patients, managing enquiries and communications efficiently (in person, by phone and online).
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Liaising effectively with the multi-professional team and external services, including secondary care providers.
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Confidently using Docman and EMIS Web clinical systems in line with Practice protocols.
Main duties of the job
The main duties of a Care Navigator include maintaining a clean and tidy reception and waiting area, answering calls in line with Practice protocols, booking and amending appointments, monitoring clinics, checking patients in and directing them appropriately.
As a Care Navigator you will handle new patient registrations, update personal details, process payments for chargeable services and carry out general administrative tasks such as scanning, photocopying and managing EMIS/Docman tasks. The Care Navigator also receives deliveries, supports building security procedures and provides flexible cover across all reception and branch sites, working in accordance with Practice policies and procedures.
About us
Northgate Medical Practice is one of the largest GP practices in Canterbury, caring for over 21,000 patients across three sites in Northgate, Blean and Chartham. Our multidisciplinary team of GPs, advanced nurse practitioners, pharmacists and primary care nurses provides a broad range of general practice services and specialist clinics. Patients can access our services at our accessible sites, with dispensing available at our Chartham surgery and through our online systems for booking appointments, remote consultations and ordering prescriptions. We are committed to providing the highest quality care for our registered patients and for those referred into our clinics. As a Health Education England approved training practice, we regularly host GP registrars as well as nursing, physiotherapy and Kent & Medway medical students.
Job description
Job responsibilities
- Maintain a clean, tidy and welcoming reception and waiting area.
- Answer incoming telephone calls promptly and professionally in line with Practice protocol.
- Book, amend or cancel appointments face to face and over the phone, signposting patients to appropriate services.
- Check patients in for appointments and direct them to the appropriate waiting area.
- Receive and record requests for home visits and District Nurse visits, accurately relaying messages.
- Monitor clinics, informing patients of delays and updating clinicians when late visits or additional appointments are added.
- Order ambulances as requested by clinicians.
- Provide an effective handover of outstanding matters to incoming reception staff at the end of each shift.
- Act as a chaperone for clinicians when required.
- Contact patients on behalf of clinicians to arrange follow-up appointments, prescription collections and to relay test results where appropriate.
- Complete patient registrations and accurately enter details onto the clinical system.
- Input data from new patient health questionnaires.
- Process changes to patients personal details, such as address and contact numbers.
- Receive and record payments for medicals, insurance reports and other chargeable services.
- Maintain an adequate supply of Practice leaflets, new patient questionnaires, change of address forms etc., printing more when needed.
- Provide flexible cover across all Care Navigator roles, including branch surgeries.
- Work in accordance with all Practice policies and procedures.
- Carry out general administrative duties as required, including scanning, photocopying and processing documents.
- Complete the Care Navigator EMIS and Docman tasks.
- Receive deliveries and direct them to the appropriate department.
- Ensure building security, maintaining thorough knowledge of doors, windows, alarms and access fobs.
Job description
Job responsibilities
- Maintain a clean, tidy and welcoming reception and waiting area.
- Answer incoming telephone calls promptly and professionally in line with Practice protocol.
- Book, amend or cancel appointments face to face and over the phone, signposting patients to appropriate services.
- Check patients in for appointments and direct them to the appropriate waiting area.
- Receive and record requests for home visits and District Nurse visits, accurately relaying messages.
- Monitor clinics, informing patients of delays and updating clinicians when late visits or additional appointments are added.
- Order ambulances as requested by clinicians.
- Provide an effective handover of outstanding matters to incoming reception staff at the end of each shift.
- Act as a chaperone for clinicians when required.
- Contact patients on behalf of clinicians to arrange follow-up appointments, prescription collections and to relay test results where appropriate.
- Complete patient registrations and accurately enter details onto the clinical system.
- Input data from new patient health questionnaires.
- Process changes to patients personal details, such as address and contact numbers.
- Receive and record payments for medicals, insurance reports and other chargeable services.
- Maintain an adequate supply of Practice leaflets, new patient questionnaires, change of address forms etc., printing more when needed.
- Provide flexible cover across all Care Navigator roles, including branch surgeries.
- Work in accordance with all Practice policies and procedures.
- Carry out general administrative duties as required, including scanning, photocopying and processing documents.
- Complete the Care Navigator EMIS and Docman tasks.
- Receive deliveries and direct them to the appropriate department.
- Ensure building security, maintaining thorough knowledge of doors, windows, alarms and access fobs.
Person Specification
Experience
Essential
- Experience working in a customer-facing role, e.g. reception, call centre.
- Experience handling high volumes of telephone and face-to-face enquiries.
- Experience of working as part of a team in a busy, fast-paced environment.
- Experience inputting and checking data accurately.
Desirable
- Experience working in a GP practice, NHS or other healthcare setting.
- Experience using EMIS, Docman or other clinical IT systems.
- Knowledge of local health and care services and how to signpost patients appropriately.
Additional criteria:
Essential
- Excellent verbal and written communication skills, with a professional and courteous telephone manner.
- Ability to remain calm, empathetic and patient-focused when under pressure.
- Strong organisational skills, able to prioritise tasks and manage competing demands.
- Ability to follow policies and procedures and maintain strict confidentiality (including data protection).
- Reliable, flexible and willing to provide cover across different sites/roles when required.
- Commitment to high-quality patient care and to equality, diversity and inclusion.
Qualifications
Essential
- Good general standard of education (e.g. GCSEs including English and Maths, or equivalent experience).
Desirable
- Up to date with relevant/role specific training.
Person Specification
Experience
Essential
- Experience working in a customer-facing role, e.g. reception, call centre.
- Experience handling high volumes of telephone and face-to-face enquiries.
- Experience of working as part of a team in a busy, fast-paced environment.
- Experience inputting and checking data accurately.
Desirable
- Experience working in a GP practice, NHS or other healthcare setting.
- Experience using EMIS, Docman or other clinical IT systems.
- Knowledge of local health and care services and how to signpost patients appropriately.
Additional criteria:
Essential
- Excellent verbal and written communication skills, with a professional and courteous telephone manner.
- Ability to remain calm, empathetic and patient-focused when under pressure.
- Strong organisational skills, able to prioritise tasks and manage competing demands.
- Ability to follow policies and procedures and maintain strict confidentiality (including data protection).
- Reliable, flexible and willing to provide cover across different sites/roles when required.
- Commitment to high-quality patient care and to equality, diversity and inclusion.
Qualifications
Essential
- Good general standard of education (e.g. GCSEs including English and Maths, or equivalent experience).
Desirable
- Up to date with relevant/role specific training.
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.