Care Navigator GP Practice

Job description

Job responsibilities

Job Title: Care Navigator Job Description

Location: ICO Health Group Hours: Part-time Reports to: Reception Manager / Practice Manager Salary: Depending on experience

Job Summary:

As a Care Navigator, you will be the first point of contact for patients, ensuring they receive the right care, in the right place, at the right time. Working within a busy GP practice or primary care setting, you will support the clinical and administrative teams by managing patient enquiries, signposting to appropriate services, and performing key reception and administrative duties.

You will play a vital role in improving patient access, experience, and the efficiency of care delivery within the NHS.

Key Responsibilities:

Patient Access & Support:

• Greet patients in person, by phone, and online, providing a professional and compassionate first point of contact.
• Book, amend, and cancel appointments and home visits.
• Assess patient needs and signpost to the most appropriate healthcare professional or service (e.g. GP, nurse, pharmacy, social prescribing).
• Promote self-care and direct patients to community or voluntary sector services where appropriate.

Reception & Administrative Duties:

• Manage patient registration, including new and temporary patients.
• Process prescription requests in line with practice protocols.
• Maintain accurate and timely patient records using clinical systems such as EMIS Web.
• Handle incoming and outgoing correspondence, emails, and messages.
• Provide clerical support including data entry, scanning, filing, photocopying, and maintaining supplies.

Care Coordination:

• Liaise with GPs, nurses, allied health professionals, and external agencies to support patient care.
• Follow up with patients on behalf of the clinical team, relaying test results or information when required.
• Help coordinate patient care across multiple services, especially for those with complex needs.

Person Specification

Experience

Essential

• Experience in customer services.
• Experience of working with patients

Desirable

• At least two years experience working in GP practice

Qualifications

Essential

• Essential
• Excellent communication skills
• Compassionate and patient-centred
• Strong organisational skills
• Ability to work under pressure
• Good IT skills and accuracy
• Team player with a proactive attitude

Desirable

• Desirable
• Experience with EMIS Web or similar system
• Knowledge of local health & social services
• Previous NHS or healthcare experience
• NVQ Level 2 or 3 in Customer Service/Business Admin
• Understanding of NHS policies and procedures

Knowledge and Skills

Essential

• Commitment to confidentiality and data protection.
• Willingness to undertake training and personal development.
• Flexibility to cover colleagues during leave or busy periods, including occasional evenings or weekends.
• Commitment to NHS values and equality, diversity, and inclusion principles.
• Excellent customer service skills
• Work well under pressure
• Work well within a team
• Care and attention to work at all times

Desirable

• Experience & Knowledge
• Previous experience working in a GP practice, NHS setting, or healthcare environment
• Familiarity with clinical systems such as EMIS Web
• Knowledge of local health, social care, and voluntary sector services
• Understanding of NHS structures, referral processes, and care pathways
• Awareness of safeguarding procedures and confidentiality policies (e.g. Caldicott principles)
• Qualifications
• NVQ Level 2 or 3 in Customer Service, Business Administration, or Health & Social Care
• Care Navigation or Health Coaching training (or willingness to complete it)
• IT qualification or training (e.g., ECDL or equivalent)
• Skills
• Multilingual or proficiency in community languages
• Conflict resolution or de-escalation skills
• Ability to work independently with minimal supervision
• Strong problem-solving skills and ability to manage competing priorities
• Personal Attributes
• Demonstrates initiative and a proactive approach to supporting patients
• Empathetic and non-judgmental manner, especially with vulnerable or distressed individuals
• Adaptability to change and willingness to engage with new systems or processes
• Commitment to ongoing professional development
• Other
• Flexible with working hours (e.g., able to cover early mornings, evenings, or weekends)
• Experience working in multi-agency or multidisciplinary teams
• Familiarity with national NHS initiatives (e.g., social prescribing, personalised care)

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.

Employer details

Employer name

ICO HEALTH GROUP

Address

Moorside Surgery

7-9 Moorside Road

Bromley

Kent

BR1 5EP

Employer's website

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