Job summary
We are seeking a motivated and empathetic Care Navigator to join our friendly reception and administration team.
As a Care Navigator, you will play a vital frontline role in supporting patients to access the right care, at the right time, with the right healthcare professional. You will be the first point of contact for patients, helping guide them to appropriate services within the practice or externally.
Must be available to work contracted hours between Monday - Friday 7:30 - 18:30, hours to be specified on a 4 weekly rota basis.
Main duties of the job
Key Responsibilities
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Responding to patient enquiries via telephone and face-to-face contact and other online routes
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Signposting patients to the most appropriate clinician or service
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Booking appointments in line with practice protocols
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Supporting care coordination for patients with ongoing or complex needs
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Liaising with GPs, nurses, pharmacists, and external healthcare providers
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Maintaining accurate patient records in accordance with GDPR
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Providing general administrative support to the practice team
About us
Woolton House Medical Centre is a well-established, f GP practice located in Woolton Village. We are proud to provide high-quality, patient-centred primary care within a supportive and collaborative environment.
Our clinical team consists of:
As a recognised training practice, we are committed to developing the next generation of GPs and regularly host GP Registrars as part of their specialist training. Teaching and continuous professional development are embedded within our practice culture.
Supporting our clinical team is a dedicated and experienced administrative team of 10 staff, who play a vital role in ensuring the smooth and efficient running of the practice. Teamwork, communication, and mutual respect are at the core of how we work together.
We pride ourselves on maintaining a welcoming atmosphere for both patients and staff, fostering innovation, and continually striving to improve the services we provide to our community.
Job description
Job responsibilities
Main Duties and ResponsibilitiesPatient Access & Navigation
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Receive, assist and direct patients in accessing the appropriate service or healthcare professional.
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Signpost patients to clinicians within the practice (GPs, ANP, Nurses, HCA) or to external services where appropriate.
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Book appointments in line with practice protocols and care navigation training.
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Manage telephone, face-to-face and online enquiries in a timely manner.
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Support total triage processes where applicable.
Administrative Duties
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Maintain accurate patient records on the clinical system.
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Process prescription requests in accordance with practice procedures.
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Action incoming correspondence and workflow tasks as directed.
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Register new patients and ensure records are accurate and complete.
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Support recall systems and population health initiatives.
Care Coordination
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Assist in coordinating care for patients with long-term conditions or complex needs.
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Liaise with secondary care, community services and other agencies where required.
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Support GP registrars and clinicians with administrative processes where appropriate.
Confidentiality & Safeguarding
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Maintain strict confidentiality in line with GDPR and NHS data protection guidance.
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Recognise safeguarding concerns and escalate appropriately.
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Adhere to practice policies including Health & Safety, Equality & Diversity, and Infection Control.
Job description
Job responsibilities
Main Duties and ResponsibilitiesPatient Access & Navigation
-
Receive, assist and direct patients in accessing the appropriate service or healthcare professional.
-
Signpost patients to clinicians within the practice (GPs, ANP, Nurses, HCA) or to external services where appropriate.
-
Book appointments in line with practice protocols and care navigation training.
-
Manage telephone, face-to-face and online enquiries in a timely manner.
-
Support total triage processes where applicable.
Administrative Duties
-
Maintain accurate patient records on the clinical system.
-
Process prescription requests in accordance with practice procedures.
-
Action incoming correspondence and workflow tasks as directed.
-
Register new patients and ensure records are accurate and complete.
-
Support recall systems and population health initiatives.
Care Coordination
-
Assist in coordinating care for patients with long-term conditions or complex needs.
-
Liaise with secondary care, community services and other agencies where required.
-
Support GP registrars and clinicians with administrative processes where appropriate.
Confidentiality & Safeguarding
-
Maintain strict confidentiality in line with GDPR and NHS data protection guidance.
-
Recognise safeguarding concerns and escalate appropriately.
-
Adhere to practice policies including Health & Safety, Equality & Diversity, and Infection Control.
Person Specification
Experience
Essential
- Experience of working in a customer service environment.
- Experience handling confidential information.
- Excellent communication and interpersonal skills.
- Ability to remain calm under pressure.
- Good IT skills.
- Ability to work as part of a team.
- Empathy and understanding when dealing with patients.
- Professional and courteous manner
- Flexible and adaptable
- Reliable and punctual
- Committed to delivering high standards of patient care
- Must be available to work contracted hours between Monday - Friday 7:30 - 18:30, hours to be specified on a 4 weekly rota basis.
Desirable
- experience working in a GP practice using EMIS web
Person Specification
Experience
Essential
- Experience of working in a customer service environment.
- Experience handling confidential information.
- Excellent communication and interpersonal skills.
- Ability to remain calm under pressure.
- Good IT skills.
- Ability to work as part of a team.
- Empathy and understanding when dealing with patients.
- Professional and courteous manner
- Flexible and adaptable
- Reliable and punctual
- Committed to delivering high standards of patient care
- Must be available to work contracted hours between Monday - Friday 7:30 - 18:30, hours to be specified on a 4 weekly rota basis.
Desirable
- experience working in a GP practice using EMIS web
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.