Job summary
The Patient Care Navigator plays a key role in supporting patients to access the right care, at the right time, with the right professional. Working as part of the GP practice team at Earls Barton & Penvale Park Medical Centre, the role involves being the first point of contact for patients, responding to enquiries in person, by phone and online.
The post holder will assess patient needs, signpost to appropriate clinical or non-clinical services, and help patients navigate primary care, community services, and wider health and wellbeing support. This includes booking appointments, promoting self-care where appropriate, supporting social prescribing pathways, and helping reduce pressure on clinical staff.
The role requires excellent communication and interpersonal skills, empathy, and the ability to handle sensitive information confidentially. Patient Care Navigators must be organised, adaptable, and confident using clinical IT systems, while working in a fast-paced environment.
By improving access, coordinating care, and supporting patient understanding, the Patient Care Navigator contributes to a positive patient experience and the effective delivery of high-quality primary care services across the practice.
Main duties of the job
Main Duties of the Patient Care Navigator
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Act as the first point of contact for patients, handling enquiries face to face, by telephone and online
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Assess patient needs and direct them to the most appropriate clinician, service or support pathway
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Book, amend and manage appointments efficiently across the practice
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Signpost patients to community services, social prescribing options and self-care resources
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Support patients in navigating primary care and wider health and wellbeing services
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Communicate clearly and compassionately, including when dealing with sensitive or complex issues
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Maintain accurate patient records and handle confidential information in line with data protection requirements
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Work collaboratively with clinical and non-clinical staff to support smooth service delivery
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Help manage demand and reduce pressure on clinical teams by ensuring patients access appropriate care
About us
Earls Barton & Penvale Park Medical Centre is a patient-focused GP practice committed to delivering high-quality, accessible primary care to the local community. The practice provides a wide range of NHS services, working closely with GPs, nurses, allied health professionals and administrative staff to meet the diverse needs of its patients.
The organisation places strong emphasis on compassionate care, continuity, and improving patient experience. It works collaboratively with local health and community partners to support prevention, wellbeing and long-term condition management, ensuring patients receive joined-up and holistic care.
Earls Barton & Penvale Park Medical Centre is dedicated to creating a supportive and inclusive working environment, valuing teamwork, continuous improvement and professional development. Through innovation and patient engagement, the practice strives to deliver responsive, efficient and high-quality healthcare services for its community.
Job description
Job responsibilities
The Patient Care Navigator supports patients by guiding them to the most appropriate healthcare services within Earls Barton & Penvale Park Medical Centre and the wider community. The role involves acting as a first point of contact, responding to patient enquiries professionally and empathetically via telephone, online systems and face-to-face interactions.
The post holder will assess patient needs, book and manage appointments, and signpost patients to clinicians, community services, social prescribing options and self-care resources. They will help patients understand care pathways, reduce barriers to access, and ensure patients receive timely and appropriate support.
The role requires maintaining accurate patient records, handling confidential information in line with data protection regulations, and using clinical IT systems effectively. The Patient Care Navigator will work closely with GPs, nurses and the wider practice team to manage demand, improve patient flow and enhance the overall patient experience.
Strong communication skills, organisation, adaptability and a compassionate approach are essential to supporting high-quality, patient-centred care.
Job description
Job responsibilities
The Patient Care Navigator supports patients by guiding them to the most appropriate healthcare services within Earls Barton & Penvale Park Medical Centre and the wider community. The role involves acting as a first point of contact, responding to patient enquiries professionally and empathetically via telephone, online systems and face-to-face interactions.
The post holder will assess patient needs, book and manage appointments, and signpost patients to clinicians, community services, social prescribing options and self-care resources. They will help patients understand care pathways, reduce barriers to access, and ensure patients receive timely and appropriate support.
The role requires maintaining accurate patient records, handling confidential information in line with data protection regulations, and using clinical IT systems effectively. The Patient Care Navigator will work closely with GPs, nurses and the wider practice team to manage demand, improve patient flow and enhance the overall patient experience.
Strong communication skills, organisation, adaptability and a compassionate approach are essential to supporting high-quality, patient-centred care.
Person Specification
Experience
Essential
- Person Specification Patient Care Navigator
- (Scored at application stage)
- Essential Criteria
- Qualifications / Education
- Good standard of general education including English and Maths (GCSE level or equivalent)
- Experience
- Experience of working in a patient-facing, customer service or care-related role
- Experience of handling sensitive or confidential information appropriately
- Experience of working in a busy, fast-paced environment
- Skills & Abilities
- Excellent communication skills, both verbal and written
- Ability to listen, assess needs and signpost appropriately
- Strong organisational and time-management skills
- Ability to remain calm, empathetic and professional under pressure
- Competent IT skills, including use of computer systems and digital communication tools
- Ability to work effectively both independently and as part of a team
- Knowledge
- Understanding of patient confidentiality, data protection and information governance
- Awareness of equality, diversity and inclusive practice
- Personal Qualities
- Caring, compassionate and patient-centred approach
- Flexible and adaptable to changing priorities
- Reliable, professional and trustworthy
Desirable
- Desirable Criteria
- Experience
- Experience working in a GP practice, healthcare or NHS setting
- Experience of appointment booking systems or clinical IT systems (e.g. SystmOne)
- Experience of signposting or social prescribing services
- Knowledge
- Understanding of primary care services and care pathways
- Knowledge of local community or wellbeing services
- Skills
- Ability to manage challenging conversations with confidence and sensitivity
- Commitment to continuous learning and service improvement
- This person specification can be used to score applications consistently against essential and desirable criteria.
Person Specification
Experience
Essential
- Person Specification Patient Care Navigator
- (Scored at application stage)
- Essential Criteria
- Qualifications / Education
- Good standard of general education including English and Maths (GCSE level or equivalent)
- Experience
- Experience of working in a patient-facing, customer service or care-related role
- Experience of handling sensitive or confidential information appropriately
- Experience of working in a busy, fast-paced environment
- Skills & Abilities
- Excellent communication skills, both verbal and written
- Ability to listen, assess needs and signpost appropriately
- Strong organisational and time-management skills
- Ability to remain calm, empathetic and professional under pressure
- Competent IT skills, including use of computer systems and digital communication tools
- Ability to work effectively both independently and as part of a team
- Knowledge
- Understanding of patient confidentiality, data protection and information governance
- Awareness of equality, diversity and inclusive practice
- Personal Qualities
- Caring, compassionate and patient-centred approach
- Flexible and adaptable to changing priorities
- Reliable, professional and trustworthy
Desirable
- Desirable Criteria
- Experience
- Experience working in a GP practice, healthcare or NHS setting
- Experience of appointment booking systems or clinical IT systems (e.g. SystmOne)
- Experience of signposting or social prescribing services
- Knowledge
- Understanding of primary care services and care pathways
- Knowledge of local community or wellbeing services
- Skills
- Ability to manage challenging conversations with confidence and sensitivity
- Commitment to continuous learning and service improvement
- This person specification can be used to score applications consistently against essential and desirable criteria.
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.