Job summary
Care Navigators play a vital role in ensuring patients access the right care at the right time. As the first point of contact in General Practice, they support Total Triage by helping patients navigate healthcare services efficiently and appropriately.
In line with the Total Triage model, where all patient contacts are assessed before appointments, Care Navigators gather key information from patients via phone, online, or in person. Using clear protocols and training, 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 job
Signpost patients to the appropriate healthcare professional based on presenting 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, Docman & Accurx.
-
Support registration processes, including online and temporary registrations.
-
Process and direct administrative requests, such as Subject Access Requests, insurance forms, and DVLA letters.
-
Maintain reception and waiting areas, notice boards, and promotional materials.
-
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.
About us
Cornbrook Medical Practice Staff Responsibilities
All staff must uphold professionalism, confidentiality, and respect in line with practice values.
Equality, Diversity & Inclusion
We promote a fair, inclusive environment where patients and staff are treated with dignity, free from discrimination. Everyone has a role in fostering respect and equal opportunity.
Health, Safety & Environment
Staff must take reasonable care of their own safety and that of others. Report hazards and comply with safety laws and procedures at all times.
Confidentiality
Patient information must be kept confidential. Breaches of privacy are serious and may result in disciplinary action.
Continuous Improvement
All staff are encouraged to reflect on their work, share ideas, and help improve service delivery.
Induction & Training
All new staff complete an induction. Ongoing training is essential and supported.
Teamwork & Communication
Effective collaboration and clear communication are vital for delivering safe, high-quality care.
Security
Staff must help maintain a secure workplace. Never share access codes and report any suspicious activity.
Conduct & Dress
Staff must act professionally and dress appropriately for their role.
Leave & Benefits
All staff receive 5 weeks annual leave, plus bank holidays. We offer pension access, wellbeing support, funded training, and a positive, inclusive culture.
Job description
Job responsibilities
The Care Navigator is a key member of the general practice team, acting as 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 provides comprehensive administrative support to ensure smooth day-to-day practice operations.
Key ResponsibilitiesThe following are the core duties of the Care Navigator. Duties may vary depending on workload, staffing levels, and individual training.
Patient Navigation & Front Desk
-
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 (e.g., Accurx) 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
-
Maintain and monitor the appointment system.
-
Manage new and temporary patient registrations, ensuring accurate data entry.
-
Handle incoming and outgoing correspondence, including emails and mail.
-
Input and code clinical data and documentation onto EMIS, Docman &Accurx
-
Scan and upload patient documents, ensuring correct clinical coding.
-
Direct Subject Access Requests (SAR), insurance, DVLA, and solicitor correspondence to the admin team.
-
Perform photocopying and general clerical tasks as required.
-
Carry out system searches and support audit activities.
Reception Area & Environment
-
Maintain a clean, tidy, and well-organised reception and waiting area.
-
Update noticeboards and display promotional materials as directed by the health promotion lead.
-
Monitor and restock forms and information leaflets in the reception area.
-
Follow opening and closing procedures in line with the practice rota.
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.
Other Duties
-
Retrieve medical records and assist with insurance and medical report requests.
-
Contribute to public health campaigns (e.g., flu clinics) by supporting with logistics or patient engagement.
-
Support the Patient Participation Group and related patient engagement activities.
Job description
Job responsibilities
The Care Navigator is a key member of the general practice team, acting as 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 provides comprehensive administrative support to ensure smooth day-to-day practice operations.
Key ResponsibilitiesThe following are the core duties of the Care Navigator. Duties may vary depending on workload, staffing levels, and individual training.
Patient Navigation & Front Desk
-
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 (e.g., Accurx) 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
-
Maintain and monitor the appointment system.
-
Manage new and temporary patient registrations, ensuring accurate data entry.
-
Handle incoming and outgoing correspondence, including emails and mail.
-
Input and code clinical data and documentation onto EMIS, Docman &Accurx
-
Scan and upload patient documents, ensuring correct clinical coding.
-
Direct Subject Access Requests (SAR), insurance, DVLA, and solicitor correspondence to the admin team.
-
Perform photocopying and general clerical tasks as required.
-
Carry out system searches and support audit activities.
Reception Area & Environment
-
Maintain a clean, tidy, and well-organised reception and waiting area.
-
Update noticeboards and display promotional materials as directed by the health promotion lead.
-
Monitor and restock forms and information leaflets in the reception area.
-
Follow opening and closing procedures in line with the practice rota.
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.
Other Duties
-
Retrieve medical records and assist with insurance and medical report requests.
-
Contribute to public health campaigns (e.g., flu clinics) by supporting with logistics or patient engagement.
-
Support the Patient Participation Group and related patient engagement activities.
Person Specification
Other Requirements
Essential
- Willingness and ability to work flexible hours when required
- Willingness to work across multiple sites if necessary
- Subject to a Disclosure and Barring Service (DBS) check
Qualifications
Essential
- GCSEs in English and Maths (Grade C/4 or above)
Desirable
- Level 2 Diploma in Reception Operation and Services Level 3 Diploma in Office Administration and Reception Skills
- NVQ Level 2 in Health and Social Care or equivalent
Skills
Essential
- Excellent verbal and written communication
- Clear, polite, and professional telephone manner
- 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 and attention to detail
- Ability to follow policies, protocols, and maintain confidentiality
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
Desirable
- Experience of working in a healthcare or general practice setting Experience of working with clinical systems (e.g., EMIS, Docman)
Personal Qualities
Essential
- Friendly, empathetic, and professional
- Calm under pressure and adaptable
- 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
Person Specification
Other Requirements
Essential
- Willingness and ability to work flexible hours when required
- Willingness to work across multiple sites if necessary
- Subject to a Disclosure and Barring Service (DBS) check
Qualifications
Essential
- GCSEs in English and Maths (Grade C/4 or above)
Desirable
- Level 2 Diploma in Reception Operation and Services Level 3 Diploma in Office Administration and Reception Skills
- NVQ Level 2 in Health and Social Care or equivalent
Skills
Essential
- Excellent verbal and written communication
- Clear, polite, and professional telephone manner
- 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 and attention to detail
- Ability to follow policies, protocols, and maintain confidentiality
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
Desirable
- Experience of working in a healthcare or general practice setting Experience of working with clinical systems (e.g., EMIS, Docman)
Personal Qualities
Essential
- Friendly, empathetic, and professional
- Calm under pressure and adaptable
- 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
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.
