Job summary
King's College Health Centre is a GP practice for students and staff of King's College London. We are a founding member of Westminster Living Well PCN and we are seeking to add 2 Care Navigators to our network.
The successful candidates will operate from King's College NHS Health Centre based in Bush House, The Strand, London. Planned start date for the role is 1st April 2026
We are looking for a care navigator who will manage the flow of online consultations in to the practice and triage them to the correct clinical pathway that the practice has set up. The role will be working closely with our GP and administrative team as well as the wider network. The Care Navigator role will also have a share of administrative duties within the practice such as managing tasks/workflow and other practices requirements.
The hours will be based in a regular shift pattern. Benefits of working in this role will include NHS Pension and access to NHS & KCL facilities.
Main duties of the job
The Care Navigator plays a key role in ensuring patients receive timely, safe, and appropriate access to healthcare at Kings College London NHS Health Centre. This position focuses on managing online consultation workflows, completing nonclinical triage, and directing patients to the most suitable clinician or service. The Care Navigator will also provide efficient administrative support to maintain smooth practice operations.
This role requires excellent communication skills, attention to detail, the ability to work within clinical protocols, and a strong commitment to patientcentred care.
- Monitor incoming patient online consultations throughout the day using the practices approved digital platforms.
- Review and categorise submissions based on the practices nonclinical triage protocols.
- Allocate consultations to the appropriate clinician, service, or care pathway, ensuring urgent requests are escalated promptly.
- Identify administrative vs. clinical requests and process accordingly.
- Ensure accurate and thorough documentation on the clinical system
- Complete general back-office administration including:
- Processing clinical correspondence
- Managing tasks and workflow queues
- Updating patient records
- Scanning, coding, and filing documents accurately
- Support frontofhouse and back office staff when required
- Assist with registration processes, appointment booking, and patient communications.
- Handle sensitive patient information with confidentiality and GDPR compliance.
About us
Large GP Practice with 24k registered patients.For students and staff of King's College London onlyWe have a proactive, supportive and hard working approach to providing patient care.
The practice is a member of Westminster Living Well PCN.
Job description
Job responsibilities
1. Job SummaryThe Care Navigator plays a key role in ensuring patients receive timely, safe, and appropriate access to healthcare at Kings College London NHS Health Centre. This position focuses on managing online consultation workflows, completing nonclinical triage, and directing patients to the most suitable clinician or service. The Care Navigator will also provide efficient administrative support to maintain smooth practice operations.
This role requires excellent communication skills, attention to detail, the ability to work within clinical protocols, and a strong commitment to patientcentred care.
2. Key ResponsibilitiesA. Online Consultation Management- Monitor incoming patient online consultations throughout the day using the practices approved digital platforms (e.g., eConsult/AccuRx or similar).
- Review and categorise submissions based on the practices nonclinical triage protocols.
- Allocate consultations to the appropriate clinician, service, or care pathway, ensuring urgent requests are escalated promptly.
- Identify administrative vs. clinical requests and process accordingly.
- Ensure accurate and thorough documentation on the clinical system (EMIS/TPP or equivalent).
B. NonClinical Triage & Care Navigation- Support patients to access the right care at the right time by signposting to clinicians, community services, selfcare resources, or NHS-wide pathways as appropriate.
- Follow established protocols to assess urgency and route queries appropriately.
- Provide patients with clear, supportive written and verbal information.
- Liaise with clinicians when clarification or clinical oversight is required.
- Help reduce demand on GP appointments by confidently navigating patients to alternative services when suitable.
C. Administrative Duties- Complete general back-office administration including:
- Processing clinical correspondence
- Managing tasks and workflow queues
- Updating patient records
- Scanning, coding, and filing documents accurately
- Support reception and frontofhouse staff when required, including telephone and deskbased duties.
- Assist with registration processes, appointment booking, and patient communications.
- Handle sensitive patient information with confidentiality and GDPR compliance.
3. Communication & Patient Support- Communicate effectively with patients, clinicians, and external services.
- Provide compassionate, professional customer service both digitally and in person.
- Address patient queries, concerns, or access issues in a calm, problemsolving manner.
- Promote digital literacy by helping patients use online services.
4. Professional Development- Participate in ongoing training including triage, safeguarding, digital tools, and care navigation frameworks.
- Engage in regular performance reviews and reflective practice.
- Maintain uptodate knowledge of NHS pathways and local services.
5. Person SpecificationEssential- Strong communication skills (written and verbal).
- Ability to work systematically and manage multiple tasks.
- Confidence using digital platforms and clinical systems (training provided).
- Ability to follow protocols and make safe, consistent decisions.
- Commitment to highquality patient care.
- Attention to detail and accurate recordkeeping.
- Ability to maintain confidentiality and professionalism.
Desirable- Experience in a GP practice, NHS environment, or patientfacing role.
- Familiarity with online consultation systems.
- Understanding of primary care pathways and NHS services.
- Administrative or call-handling experience.
6. Values & BehavioursThe postholder is expected to demonstrate:
- compassion and respect for diverse patient populations
- willingness to learn and adapt
- teamwork and collaboration
- proactive problem-solving
- a patient-first approach
Job description
Job responsibilities
1. Job SummaryThe Care Navigator plays a key role in ensuring patients receive timely, safe, and appropriate access to healthcare at Kings College London NHS Health Centre. This position focuses on managing online consultation workflows, completing nonclinical triage, and directing patients to the most suitable clinician or service. The Care Navigator will also provide efficient administrative support to maintain smooth practice operations.
This role requires excellent communication skills, attention to detail, the ability to work within clinical protocols, and a strong commitment to patientcentred care.
2. Key ResponsibilitiesA. Online Consultation Management- Monitor incoming patient online consultations throughout the day using the practices approved digital platforms (e.g., eConsult/AccuRx or similar).
- Review and categorise submissions based on the practices nonclinical triage protocols.
- Allocate consultations to the appropriate clinician, service, or care pathway, ensuring urgent requests are escalated promptly.
- Identify administrative vs. clinical requests and process accordingly.
- Ensure accurate and thorough documentation on the clinical system (EMIS/TPP or equivalent).
B. NonClinical Triage & Care Navigation- Support patients to access the right care at the right time by signposting to clinicians, community services, selfcare resources, or NHS-wide pathways as appropriate.
- Follow established protocols to assess urgency and route queries appropriately.
- Provide patients with clear, supportive written and verbal information.
- Liaise with clinicians when clarification or clinical oversight is required.
- Help reduce demand on GP appointments by confidently navigating patients to alternative services when suitable.
C. Administrative Duties- Complete general back-office administration including:
- Processing clinical correspondence
- Managing tasks and workflow queues
- Updating patient records
- Scanning, coding, and filing documents accurately
- Support reception and frontofhouse staff when required, including telephone and deskbased duties.
- Assist with registration processes, appointment booking, and patient communications.
- Handle sensitive patient information with confidentiality and GDPR compliance.
3. Communication & Patient Support- Communicate effectively with patients, clinicians, and external services.
- Provide compassionate, professional customer service both digitally and in person.
- Address patient queries, concerns, or access issues in a calm, problemsolving manner.
- Promote digital literacy by helping patients use online services.
4. Professional Development- Participate in ongoing training including triage, safeguarding, digital tools, and care navigation frameworks.
- Engage in regular performance reviews and reflective practice.
- Maintain uptodate knowledge of NHS pathways and local services.
5. Person SpecificationEssential- Strong communication skills (written and verbal).
- Ability to work systematically and manage multiple tasks.
- Confidence using digital platforms and clinical systems (training provided).
- Ability to follow protocols and make safe, consistent decisions.
- Commitment to highquality patient care.
- Attention to detail and accurate recordkeeping.
- Ability to maintain confidentiality and professionalism.
Desirable- Experience in a GP practice, NHS environment, or patientfacing role.
- Familiarity with online consultation systems.
- Understanding of primary care pathways and NHS services.
- Administrative or call-handling experience.
6. Values & BehavioursThe postholder is expected to demonstrate:
- compassion and respect for diverse patient populations
- willingness to learn and adapt
- teamwork and collaboration
- proactive problem-solving
- a patient-first approach
Person Specification
Experience
Desirable
- Experience of working in primary care
- Experience of working in a GP practice
Qualifications
Essential
- GCSE grade A to C in English and Maths
Person Specification
Experience
Desirable
- Experience of working in primary care
- Experience of working in a GP practice
Qualifications
Essential
- GCSE grade A to C in English and Maths
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.
