Care Navigator/Medical Receptionist

Job description

Job responsibilities

The Care Navigator/Medical Receptionist is a vital, patient-facing role at the heart of Cornerstone Practice and Healthcare. You will be the first point of contact for patients presenting in person, by telephone and via online platforms, and will play a central role in ensuring patients are directed to the right service, clinician or community resource at the right time.

Patient Navigation and First Contact

You will use active signposting techniques to understand patient need and guide patients to the most appropriate service - whether that is a GP, advanced clinical practitioner, nurse, pharmacist, physiotherapist, social prescriber or community organisation.

You will support the NHS Pharmacy First initiative by directing appropriate patients to community pharmacy and will promote digital access tools including NHS Apps and the practice online consultation system.

All patients interactions will be recorded accurately and contemporaneously on the clinical system in line with confidentiality and data quality standards.

Appointment Management

You will book, amend, cancel and follow up appointments across all clinical and non-clinical services, ensuring efficient diary management across multiple sites.

You will identify and escalate patients requiring urgent care in line with practice protocols, process online consultation request within agreed timescales and support proactive patient recall and chronic disease reviewing scheduling.

DNA (Did Not Attend) management will be carried out in line with practice policy.

Social Prescribing and Community Linking

You will maintain up to date knowledge of local community services, voluntary organisations and social prescribing resources. You will refer patients to Social Prescribing link workers and other community connectors where appropriate, and support vulnerable and isolated patients to access housing and community wellbeing services.

Communication

You will communicate effectively and professionally with patients carers, clinical staff, external agencies and partners organisations at all times.

You will handle sensitive and complex patient situations - including mental health, end-of-life care and safeguarding concerns with discretion, empathy and calm professionalism.

You will liaise with secondary care, community nursing teams, pharmacies, care homes and other providers on behalf of patients and clinicians, and ensure reasonable adjustments are made for patients with communication barriers.

Safeguarding

All staff at Cornerstone Practice and Healthcare share a responsibility for safeguarding children and vulnerable adults. You will maintain current knowledge of safeguarding frameworks, identify and escalate concerns to the named safeguarding lead without delay and complete mandatory safeguarding training to the level required for this role.

Health, Safety and Governance

You will take reasonable care for your own health and safety and that of others in the workplace, report all accidents, incidents and near misses promptly and ensure reception and waiting areas are maintained in a safe and welcoming condition.

You will adhere to all practice policies including GDPR, the Caldicott Principles, Information Governance and Confidentiality and will participate in clinical audit, patient feedback and quality improvement activities.

Progression Framework

This post offers a structured developmental pathway:

• Completion of the full practice induction programmed and all mandatory training within the first 2 months
• Demonstrated competency in Care Navigation, Active Signposting, appointment management and patient communication, assessed by the Team Leader
• Successful completion of the 6-month probationary review

Working Hours and Flexibility

Core surgery hours are Monday to Friday, 8:00-18:30. The post holder may be required to work flexibly across this range and across all four sites. Extended Access appointments are delivered until 20:00 on weekdays in collaboration with the Primary Care Network, and the post holder may be required to support these sessions as part of their contracted hours. Specific shift patterns will be confirmed at interview.

Our Commitment to You

Cornerstone Practice and Healthcare is an equal opportunities employer. We are committed to the development, wellbeing and fair treatment of all our staff. All appointments are subject to DBS disclosure and satisfactory references. This job description is not exhaustive and may be reviewed in consultation with the post holder in line with service development and national guidance.

Person Specification

Personal Attributes

Essential

• Compassionate, patient centred approach
• Professional, courteous and respectful manner at all times
• Resilient and adaptable in a change environment
• Commitment to equality, diversity and inclusion
• Willingness to undertake training and develop within the role
• Flexible approach to working hours and cross-site working
• Ability to work under pressure
• Forward thinker

Desirable

• Ability to communicate in additional languages
• Experience supporting patients with communication barriers

Qualifications

Essential

• 5 GCSE Passes (including Mathematics and English Language) or Equivalent
• Evidence of ongoing personal or professional development

Desirable

• NVQ Level 2/3 in Business Administration, Customer Service or Health and Social Care

Experience

Essential

• Previous experience in a customer-facing or administrative role
• Experience working with members of the public in a busy environment
• Experience managing competing priorities under pressure

Desirable

• Previous experience in an NHS primary or secondary care setting
• Experience using EMIS or another clinical system
• Experience in a care navigation or signposting role

Knowledge and skills

Essential

• Excellent verbal and written communication skills
• Strong IT skills including Microsoft Office and email
• Ability to deal with confidential and complex situations
• Understanding of patient confidentiality and GDPR
• Ability to work independently and as part of a multi-site team
• Good organisational skills and attention to detail

Desirable

• Knowledge of NHS primary care services and referral pathways
• Understanding of social prescribing and community services
• Awareness of safeguarding principles for children and adults

Other Requirements

Essential

• Satisfactory DBS disclosure
• Satisfactory reference

Desirable

• Full UK driving licence (for multi-site working)

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

Cornerstone

Address

Bentham Road Health Centre

Bentham Road

Blackburn

BB2 4QD

Employer's website

https://www.cornerstonepractice.com/ (Opens in a new tab)