Patient Care Navigator

Job description

Job responsibilities

JOB DESCRIPTION

JOB TITLE: Patient Care Navigator / Administrator

REPORTS TO: Reception Supervisor / Practice Manager

HOURS: 25 HOURS Per Week 1.45pm 6.45pm (MONDAY FRIDAY with occasional Saturday mornings)

Job Summary:

Working as part of our reception team, carry out first line contact with the patients to ensure the smooth running of the reception / administration area.

Liaise with all relevant parties, including face to face, telephone, emails and online triage with patients, clinicians and other health care professionals regarding queries.

To ensure all administration duties and patient requests are processed in accordance with practice policies, confidentiality and health and safety protocols.

Key Responsibilities

The following are the core responsibilities, although there may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

Booking appointments from face to face, telephone and online patient requests

Process patients requests and queries

Monitoring and maintaining the clinical appointment system

Processing documents as part of the practice workflow systems, scanning and filing

Follow up actions requested by the clinical and administrative teams

Working closely with all clinical and administrative primary care professionals, whilst supporting patients with their personalised care and health monitoring requirements

Follow practice protocols and procedures

To attend all training events, this may be outside your normal working hours

Support the clinical and administrative teams with any aspect of practice administration and clerical duties as requested.

Any other duties as reasonably requested.

Governance & Professional Standards

Maintain confidentiality in line with Data Protection and Caldicott principles

Follow all Health & Safety, Infection Control, and security procedures

Promote equality, fairness, and inclusive service delivery

Participate in training, personal development, and quality improvement activities

Communicate effectively with patients, colleagues, and external partners

Contribute to audits, service implementation, and continuous improvement

Person Specification

Qualifications

Essential

• Good standard of education
• GCSE grade A to C in English and Maths

Experience

Essential

• Customer service experience min 2 years
• Experience of working in a health care setting, min 1 year
• SystmOne experience preferred min 1 year
• Experience working with the public, both face to face and over the telephone
• Experience completing administrative duties
• Excellent Microsoft Office skills especially Excel, Word, Outlook

Knowledge and Skills

Essential

• Strong written and verbal communication
• Works well independently and as part of a team
• Effective time management and organisation
• Reliable, punctual, and committed to team success
• High integrity, loyalty, flexibility, and motivation
• Confident and resilient with sound judgement
• Able to follow key policies and procedures
• Possess a professional appearance and manner

Desirable

• Understanding of Accurx, Online Total Triage, NHS App, NHS online

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

Fishermead Medical Centre

Address

Fishermead Medical Centre

Fishermead Boulevard

Fishermead

Milton Keynes

MK6 2LR

Employer's website

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