Job summary
North Swindon Practice is a busy, friendly and forward thinking GP Practice operating across two sites: Home Ground Surgery and Crossroads. We are committed to providing high quality, patient-centred care to our local community.
We are looking to recruit a full time Care Navigator/Administrator to join our dedicated team. This is a key front of house and administrative role supporting patients, clinicians, and the wider practice team.
Previous applicants need not apply.
Main duties of the job
This is a fast-paced and sometimes highly stressful environment, where strong communication skills and the ability to remain calm under pressure are essential. You will be the first point of contact for our patients and play a vital part in ensuring the practice runs smoothly day-to-day.
Key Responsibilities
Welcoming patients and managing queries in person, by telephone and online
Booking and managing appointments using clinical systems
Supporting administrative processes such as scanning, coding, and correspondence
Signposting patients appropriately in line with practice protocols
Providing support to clinicians and the wider administrative team
Ensuring patient confidentiality and data protection at all times
About us
The work ethic throughout the practice is collaborative, proactive and patient-centred, with colleagues who are committed to helping one another in what can often be a fast-paced and pressurised environment. Staff are encouraged to share ideas, support improvements and contribute positively to the running of the practice.
Employees also benefit from 25 days annual leave plus bank holidays, ensuring a healthy work/life balance, as well as auto-enrolment into the NHS Pension Scheme.
Job description
Job responsibilities
Key Responsibilities
Care Navigation & Patient Support
Provide a warm, professional first point of contact for all patients. Use active signposting to direct patients to the most appropriate clinician, service or resource in line with practice protocols. Manage incoming telephone calls and online requests, ensuring urgent issues are identified and escalated promptly. Assist patients in understanding digital access routes ie online systems and NHS App. Communicate clearly, sensitively and respectfully when supporting vulnerable or distressed patients.
Reception Duties
Welcome patients and manage face to face enquiries at the reception desk. Book, amend and manage appointments using clinical systems. Process prescription requests, sick notes, referrals and other administrative tasks following practice guidelines. Handle payments and issue receipts where applicable. Maintain a calm, organised front desk environment, even during busy periods.
Administrative Support
Process and route incoming clinical correspondence, pathology results, and documentation. Perform accurate scanning, coding and workflow management using digital systems. Maintain patient records in line with practice and NHS data standards. Support administrative projects such as audits, data quality improvement and service development.
Confidentiality & Compliance
Adhere to strict confidentiality and data protection policies at all times. Respect patient privacy and maintain secure handling of all personal data. Follow practice policies, health and safety procedures, safeguarding standards and infection control protocols.
Communication & Teamwork
Work collaboratively within a multidisciplinary team, supporting colleagues and sharing information effectively. Attend staff meetings, mandatory training and development sessions. Demonstrate a positive, flexible attitude and willingness to support the wider team during periods of high demand.
Job description
Job responsibilities
Key Responsibilities
Care Navigation & Patient Support
Provide a warm, professional first point of contact for all patients. Use active signposting to direct patients to the most appropriate clinician, service or resource in line with practice protocols. Manage incoming telephone calls and online requests, ensuring urgent issues are identified and escalated promptly. Assist patients in understanding digital access routes ie online systems and NHS App. Communicate clearly, sensitively and respectfully when supporting vulnerable or distressed patients.
Reception Duties
Welcome patients and manage face to face enquiries at the reception desk. Book, amend and manage appointments using clinical systems. Process prescription requests, sick notes, referrals and other administrative tasks following practice guidelines. Handle payments and issue receipts where applicable. Maintain a calm, organised front desk environment, even during busy periods.
Administrative Support
Process and route incoming clinical correspondence, pathology results, and documentation. Perform accurate scanning, coding and workflow management using digital systems. Maintain patient records in line with practice and NHS data standards. Support administrative projects such as audits, data quality improvement and service development.
Confidentiality & Compliance
Adhere to strict confidentiality and data protection policies at all times. Respect patient privacy and maintain secure handling of all personal data. Follow practice policies, health and safety procedures, safeguarding standards and infection control protocols.
Communication & Teamwork
Work collaboratively within a multidisciplinary team, supporting colleagues and sharing information effectively. Attend staff meetings, mandatory training and development sessions. Demonstrate a positive, flexible attitude and willingness to support the wider team during periods of high demand.
Person Specification
Qualifications
Essential
- Excellent communication and interpersonal skills.
- Ability to remain calm, professional and compassionate under pressure.
- Strong organisational skills and attention to detail.
- Competent IT skills, including use of Microsoft 365.
- Ability to prioritise workload in a busy, fast-paced environment.
- Flexible and cooperative team player.
Desirable
- Previous experience in a GP practice, healthcare environment, or customer-facing administrative role.
- Experience with SystmOne, AccuRx or similar systems.
- Understanding of care navigation, triage principles or NHS primary care pathways.
- Experience supporting vulnerable or distressed patients
Person Specification
Qualifications
Essential
- Excellent communication and interpersonal skills.
- Ability to remain calm, professional and compassionate under pressure.
- Strong organisational skills and attention to detail.
- Competent IT skills, including use of Microsoft 365.
- Ability to prioritise workload in a busy, fast-paced environment.
- Flexible and cooperative team player.
Desirable
- Previous experience in a GP practice, healthcare environment, or customer-facing administrative role.
- Experience with SystmOne, AccuRx or similar systems.
- Understanding of care navigation, triage principles or NHS primary care pathways.
- Experience supporting vulnerable or distressed patients