Job summary
The care
navigator plays a key role in providing a high-quality, patient-focused service
within the Practice. As the first point of contact for patients, visitors, and
external organisations, the post holder will ensure a professional, welcoming,
and efficient service across both practice sites, supporting the smooth running
of day-to-day operations.
Our care
navigators help our patients feel welcome, understood and valued, and assist
our doctors, nurses and other healthcare staff to provide an outstanding
service.
Main duties of the job
We are seeking a compassionate and proactive Care Navigator to join our team. The successful candidate will play a vital role in guiding patients through their healthcare journey, ensuring they receive the support and services they need in a timely manner.
- Act as a primary point of contact for patients navigating their healthcare pathways.
- Provide information about available services and resources within the practice and the wider healthcare system.
- Assist patients in accessing appropriate services, including specialist referrals, community resources, and health education.
- Maintain accurate records and documentation in line with practice protocols.
About us
Eleanor Cross Healthcare is a thriving two-site GP practice dedicated to providing high-quality care to our diverse patient population. We pride ourselves on fostering a supportive and collaborative environment for both our staff and patients.
Job description
Job responsibilities
Patient Services
- Act as the first point of contact for patients, both in person and via telephone
- Greet patients courteously and ensure they are directed appropriately
- Completing ANIMA triage on behalf of our Golden Ticket patients, ensuring clear, concise and important information is documented
- Manage appointment bookings, cancellations, and amendments using the clinical system, including sending booking links where appropriate including for specialist clinics (coils/implants)
- Handle patient enquiries sensitively, efficiently and appropriately, escalating where needed
- Chaperone for clinicians where appropriate
- Complete district nurse referral where appropriate for housebound patients
- Taking payments, providing receipts and documenting payments for private work requests from patients
Administrative Duties
- Register new and temporary patients
- Update patient records accurately and in line with practice processes
- Input patient clinical information from health monitoring machine into their record accurately and escalate concerns where needed
- Process repeat prescription requests in line with practice policy, ensuring medication reviews are booked where due at point of issuing repeat medication
- Monitor and action requests received via reception and prescription email inboxes in a timely manner
- Action, update and/or compete tasks received via SystmOne in a timely manner
- Manage incoming correspondence, including scanning to email letters received from patients at the reception desk
- Maintain stock levels of masks, sample bottles, prescription request papers, tissues, registration packs, health monitoring machine tokens etc.
- Prepare taxi box to be transported between sites and unload when received from the other site
Telephone and Communication
- Answer incoming calls promptly and professionally
- Signpost patients to the appropriate clinician or service
- Manage high call volumes while maintaining accuracy and patient care
- Have working knowledge of the telephone system
- Liaise and communicate with patients, other staff and teams, other healthcare services and other external services clearly and effectively
- Transferring calls to appropriate staff or teams
Practice Support
- Support clinical and administrative staff with general office duties as required
- Work flexibly across both practice sites to meet service needs
- Support the practice team during busy periods, including sickness or annual leave cover of work
- Assist in maintaining a safe, tidy, and welcoming reception environment
- Check rooms after surgeries in preparation for following day including allocating rooms, room lists, check boxes, windows, cups, change room names
- Empty dishwasher each morning and run cycle at end of day in preparation for next day
- Unlocking and locking the buildings each day, ensuring building safety and security thorough knowledge of windows/doors/alarm
- Any other tasks/duties allocated by managers
Confidentiality and Compliance
- Ensure patient data is recorded and maintained in accordance with GDPR and confidentiality requirements. Always maintaining strict confidentiality of patient information
- Adhere to practice policies, procedures, and NHS guidelines
- Participate in mandatory training and practice meetings
Job description
Job responsibilities
Patient Services
- Act as the first point of contact for patients, both in person and via telephone
- Greet patients courteously and ensure they are directed appropriately
- Completing ANIMA triage on behalf of our Golden Ticket patients, ensuring clear, concise and important information is documented
- Manage appointment bookings, cancellations, and amendments using the clinical system, including sending booking links where appropriate including for specialist clinics (coils/implants)
- Handle patient enquiries sensitively, efficiently and appropriately, escalating where needed
- Chaperone for clinicians where appropriate
- Complete district nurse referral where appropriate for housebound patients
- Taking payments, providing receipts and documenting payments for private work requests from patients
Administrative Duties
- Register new and temporary patients
- Update patient records accurately and in line with practice processes
- Input patient clinical information from health monitoring machine into their record accurately and escalate concerns where needed
- Process repeat prescription requests in line with practice policy, ensuring medication reviews are booked where due at point of issuing repeat medication
- Monitor and action requests received via reception and prescription email inboxes in a timely manner
- Action, update and/or compete tasks received via SystmOne in a timely manner
- Manage incoming correspondence, including scanning to email letters received from patients at the reception desk
- Maintain stock levels of masks, sample bottles, prescription request papers, tissues, registration packs, health monitoring machine tokens etc.
- Prepare taxi box to be transported between sites and unload when received from the other site
Telephone and Communication
- Answer incoming calls promptly and professionally
- Signpost patients to the appropriate clinician or service
- Manage high call volumes while maintaining accuracy and patient care
- Have working knowledge of the telephone system
- Liaise and communicate with patients, other staff and teams, other healthcare services and other external services clearly and effectively
- Transferring calls to appropriate staff or teams
Practice Support
- Support clinical and administrative staff with general office duties as required
- Work flexibly across both practice sites to meet service needs
- Support the practice team during busy periods, including sickness or annual leave cover of work
- Assist in maintaining a safe, tidy, and welcoming reception environment
- Check rooms after surgeries in preparation for following day including allocating rooms, room lists, check boxes, windows, cups, change room names
- Empty dishwasher each morning and run cycle at end of day in preparation for next day
- Unlocking and locking the buildings each day, ensuring building safety and security thorough knowledge of windows/doors/alarm
- Any other tasks/duties allocated by managers
Confidentiality and Compliance
- Ensure patient data is recorded and maintained in accordance with GDPR and confidentiality requirements. Always maintaining strict confidentiality of patient information
- Adhere to practice policies, procedures, and NHS guidelines
- Participate in mandatory training and practice meetings
Person Specification
Experience
Essential
- Excellent communication and interpersonal skills.
- Strong customer service focus with a calm and professional manner.
- Ability to work effectively as part of a team.
- Good IT skills, including the use of clinical systems and Microsoft Office.
- Ability to manage workload effectively in a busy environment.
- Flexibility to work across two sites.
- Willingness to undertake training and development.
- Commitment to equality, diversity, and patient-centred care.
Desirable
- Previous experience working in a GP practice or healthcare setting.
- Knowledge of SystmOne, accuRx, and ANIMA.
- Understanding of medical terminology.
- Experience handling confidential information.
- GDPR and data protection knowledge.
Person Specification
Experience
Essential
- Excellent communication and interpersonal skills.
- Strong customer service focus with a calm and professional manner.
- Ability to work effectively as part of a team.
- Good IT skills, including the use of clinical systems and Microsoft Office.
- Ability to manage workload effectively in a busy environment.
- Flexibility to work across two sites.
- Willingness to undertake training and development.
- Commitment to equality, diversity, and patient-centred care.
Desirable
- Previous experience working in a GP practice or healthcare setting.
- Knowledge of SystmOne, accuRx, and ANIMA.
- Understanding of medical terminology.
- Experience handling confidential information.
- GDPR and data protection knowledge.
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.
