Job summary
Our Care Navigators are key contributors in supporting the smooth running of the practice by providing internal administrative support necessary for the practice team to meet the needs of and caring for our patients. This role provides an accessible, safe and effective line of communication for patients and third parties whether via the phone, email, or in person. The purpose of this supporting role is to ensure that our patients receive an all-around excellent experience every time they visit or contact Clerkenwell Medical Practice.
Main duties of the job
The Care Navigator is a key member of the Clerkenwell Medical Practice team, providing high quality reception and administrative support to ensure smooth patient flow and effective clinical operations. The role includes booking appointments, managing calls, handling patient queries, greeting patients, maintaining the reception area, processing prescriptions and documents, and managing samples. You will support recall systems, liaise with patients and external providers, and ensure accurate communication across the team.
Administrative duties include processing emails and eConsults, completing referrals, chasing hospital appointments and test results, generating letters and sick notes, and managing filing, scanning, coding, and Docman workflows. You will handle incoming and outgoing post, maintain supplies, and follow practice policies, confidentiality requirements, and CQC standards.
The role requires strong communication skills, attention to detail, good IT ability, and the capacity to work under pressure while prioritising a varied workload. Enthusiasm, flexibility, and teamwork are essential. NHS or GP practice experience is desirable but not required, and training will be provided.
About us
This is a varied and rewarding role supporting the clinical team to deliver highquality care for our patients. We are looking for someone enthusiastic, caring, and conscientious, who enjoys working as part of a team. Our practice is friendly and supportive, and there are genuine opportunities for development and progression for the right person.
Job description
Job responsibilities
Reception Duties:
- Book appointments in accordance with the practice protocols and take onboard feedback to assist with effective patient management for the best use of Clerkenwell Medical Practice patient-facing capacity.
- Receive and make phone calls as required and ensure all queries are dealt with as they arise.
- Dealing with patient queries and other contacts in order to safely minimise the clinical workload wherever possible
- Work the reception desk, greeting patients, maintaining the waiting area, and ensuring the desk is well stocked at all times.
- Management of prescriptions, documents and letters that arrive at the reception desk.
- Keep the reception desk well stocked and provide consumables for clinical rooms regularly to ensure they are stocked as well as on request.
- Deal with samples received from patients and provide accurate specimen receptacles for patients asked to provide samples.
- Supports the practice recall system with accuracy to help us meet our clinical performance targets.
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
Administrative Duties:
- Work to practice processes, protocols and procedures and according to practice policy all of which will change from time to time.
- Process and distribute all emails and eConsults and ensure they are directed to the correct member of the practice team.
- Completing all requests received from the practice team to support clinicians in their admin duties.
- Completing referrals, chasing hospital appointments, test results, and patient-related information and documentation.
- Generating letters, sick notes and other documentation for patients at the request of clinicians.
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning.
- Filing
- Summarising and coding
- Docman filing
- Recalls including cervical cytology, childhood immunisations and any other central database generated services/requirements
- Checking for outstanding work and making sure no tasks are overlooked or requests/documents are left unprocessed when practice team members are absent
- Open and distribute the post.
- Taking responsibility for all outgoing post to be sent in a timely manner bearing the correct postage in order to avoid all unnecessary delays in post leaving the practice
- Work under pressure with minimal supervision, safely use initiative with the ability to prioritise and also recognise when to ask for information or help
- Load and unload the dishwasher
- Buy supplies eg milk for tea and coffee when necessary
- Maintaining training and skills in order to facilitate the role.
- Maintain total confidentiality at all times
- All other responsibilities and tasks not listed here that relate to this post and the smooth running of the practice and/or contribute to role and/or service development at work
Requirements:
- Attention to detail.
- Excellent communication and interpersonal skills.
- Strong IT skills including Microsoft Word, Excel and Outlook.
- Ability to work in a busy and pressured environment, whilst staying organised and prioritising a varied workload.
- Ability to follow procedures, processes, protocols, and instructions as per CQC requirements.
- Be enthusiastic and a team player.
- Be flexible and adaptable.
- Previous GP or NHS experience desirable but not essential.
- Previous EMIS and Docman10 experience desirable but not essential If not, familiarity with registering patients, e-referrals, repeat prescriptions, coding, and data entry.
Confidentiality
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
Health and safetyThe post holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice health and safety policy, to include:
- Using security systems within the workplace according to practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Reporting potential risks identified
Equality and diversityThe post holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/professional developmentThe post holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
QualityThe post holder will strive to maintain quality within the practice and will:
- Alert other team members to issues of quality and risk
- Assess own performance and take accountability for own actions, either directly or under supervision
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
- Work effectively with individuals in other agencies to meet patients needs
- Effectively manage own time, workload and resources
Contribution to the implementation of servicesThe post holder will:
- Apply practice policies, standards and guidance
- Discuss with other members of the team how policies, standards and guidelines affect their and others work
- Participate in audit where appropriate
- Undertake all duties not listed that relate to this post and the smooth running and development of the practice
Job description
Job responsibilities
Reception Duties:
- Book appointments in accordance with the practice protocols and take onboard feedback to assist with effective patient management for the best use of Clerkenwell Medical Practice patient-facing capacity.
- Receive and make phone calls as required and ensure all queries are dealt with as they arise.
- Dealing with patient queries and other contacts in order to safely minimise the clinical workload wherever possible
- Work the reception desk, greeting patients, maintaining the waiting area, and ensuring the desk is well stocked at all times.
- Management of prescriptions, documents and letters that arrive at the reception desk.
- Keep the reception desk well stocked and provide consumables for clinical rooms regularly to ensure they are stocked as well as on request.
- Deal with samples received from patients and provide accurate specimen receptacles for patients asked to provide samples.
- Supports the practice recall system with accuracy to help us meet our clinical performance targets.
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
Administrative Duties:
- Work to practice processes, protocols and procedures and according to practice policy all of which will change from time to time.
- Process and distribute all emails and eConsults and ensure they are directed to the correct member of the practice team.
- Completing all requests received from the practice team to support clinicians in their admin duties.
- Completing referrals, chasing hospital appointments, test results, and patient-related information and documentation.
- Generating letters, sick notes and other documentation for patients at the request of clinicians.
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning.
- Filing
- Summarising and coding
- Docman filing
- Recalls including cervical cytology, childhood immunisations and any other central database generated services/requirements
- Checking for outstanding work and making sure no tasks are overlooked or requests/documents are left unprocessed when practice team members are absent
- Open and distribute the post.
- Taking responsibility for all outgoing post to be sent in a timely manner bearing the correct postage in order to avoid all unnecessary delays in post leaving the practice
- Work under pressure with minimal supervision, safely use initiative with the ability to prioritise and also recognise when to ask for information or help
- Load and unload the dishwasher
- Buy supplies eg milk for tea and coffee when necessary
- Maintaining training and skills in order to facilitate the role.
- Maintain total confidentiality at all times
- All other responsibilities and tasks not listed here that relate to this post and the smooth running of the practice and/or contribute to role and/or service development at work
Requirements:
- Attention to detail.
- Excellent communication and interpersonal skills.
- Strong IT skills including Microsoft Word, Excel and Outlook.
- Ability to work in a busy and pressured environment, whilst staying organised and prioritising a varied workload.
- Ability to follow procedures, processes, protocols, and instructions as per CQC requirements.
- Be enthusiastic and a team player.
- Be flexible and adaptable.
- Previous GP or NHS experience desirable but not essential.
- Previous EMIS and Docman10 experience desirable but not essential If not, familiarity with registering patients, e-referrals, repeat prescriptions, coding, and data entry.
Confidentiality
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
Health and safetyThe post holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice health and safety policy, to include:
- Using security systems within the workplace according to practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Reporting potential risks identified
Equality and diversityThe post holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/professional developmentThe post holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
QualityThe post holder will strive to maintain quality within the practice and will:
- Alert other team members to issues of quality and risk
- Assess own performance and take accountability for own actions, either directly or under supervision
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
- Work effectively with individuals in other agencies to meet patients needs
- Effectively manage own time, workload and resources
Contribution to the implementation of servicesThe post holder will:
- Apply practice policies, standards and guidance
- Discuss with other members of the team how policies, standards and guidelines affect their and others work
- Participate in audit where appropriate
- Undertake all duties not listed that relate to this post and the smooth running and development of the practice
Person Specification
Experience
Essential
- Experience of working in administration is essential for this role
Desirable
- Experience of working in a GP Surgery would be advantageous, but not essential as full training will be provided.
- Experience of working in a customer service environment would be beneficial for this role.
Person Specification
Experience
Essential
- Experience of working in administration is essential for this role
Desirable
- Experience of working in a GP Surgery would be advantageous, but not essential as full training will be provided.
- Experience of working in a customer service environment would be beneficial for this role.
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.
