Care Navigator

Job description

Job responsibilities

Care Navigator

Job Title: Care Navigator Responsible to: Reception Manager / Practice Manager

ACare Navigatoracts as the first point of contact in a healthcare setting to ensure patients get the right care, at the right time, from the right professional. This role involves much more than traditional reception duties; it requires special training to "signpost" patients to various services, such as social prescribing, pharmacy advice, or physiotherapy, rather than defaulting to a GP appointment.

Key Responsibilities

The duties of a Care Navigator are broad and blend administrative support with patient-facing guidance:

• Patient Signposting: Asking patients for a brief outline of their needs to identify and direct them to the most suitable clinician or service.
• Front-of-House Duties: Greeting patients in person and handling incoming telephone or online enquiries.
• Appointment Management: Allocating and rearranging appointments according to practice protocols.
• Administrative Support: Managing patient records, processing repeat prescriptions, and handling incoming clinical documentation or mail.
• Coordination of Care: Liaising with external agencies (like social services or secondary care) to support seamless care, especially for vulnerable or high-risk patients.

Core Requirements & Skills

Candidates for this role are typically expected to have:

• Communication: Exceptional interpersonal and telephone skills, with the ability to remain calm and professional under pressure.
• IT Literacy: Proficiency in using clinical computer systems EMIS Web and standard Office software.
• Confidentiality: A deep understanding of patient privacy and data protection laws like GDPR.
• Empathy: The ability to handle sensitive or distressing situations with compassion and discretion.
• Qualifications: Usually educated to GCSE level; experience in a healthcare or customer service environment is preferred.

Person Specification

Experience

Essential

• IT Proficiency: Strong skills in Microsoft Office (Word, Excel) and the ability to learn clinical systems like EMIS Web
• Confidentiality: A solid understanding of data protection (GDPR) and the importance of maintaining patient privacy.
• Communication: Exceptional listening and questioning skills to identify patient needs without making a clinical diagnosis.
• Emotional Intelligence: The ability to handle distressing or difficult situations with empathy, patience, and professionalism.
• Organisation: Ability to manage a busy workload, meet tight deadlines, and work effectively as part of a team.

Desirable

• Sector Awareness: Basic knowledge of the local health, social care, and voluntary sectors to effectively signpost patients
• Computer skills: Knowledge of EMIS Web

Qualifications

Essential

• Education: GCSEs (grades AC/49) in English and Maths.

Employer details

Employer name

Denham Medical Centre

Address

Queen Mothers Drive

Denham Garden Village

Uxbridge

Middlesex

UB9 5GA

Employer's website

https://www.denhammedicalcentre.co.uk/ (Opens in a new tab)