Job summary
We are looking for an enthusiastic and empathetic Care Navigator to join our busy and friendly team in our brand new, state-of-the-art premises. Our modern building offers excellent facilities and a welcoming environment for both staff and patients.
This is a fast-paced, varied, and often high-pressure role that sits at the heart of patient care. As a Care Navigator, you will split your time between face-to-face duties at the front desk and handling telephone enquiries, providing the first point of contact for our patients.
You will need to be able to:
- Quickly and accurately assess what a patient needs
- Use your judgement to direct queries to the correct person or service
- Remain calm and professional in a busy environment
- Maintain a high level of confidentiality and empathy at all times
Main duties of the job
The role involves managing complex queries, booking and amending appointments, and ensuring the smooth flow of information between patients and the clinical team. You will develop a detailed knowledge of our services, which will be taught during your training and built on during your day-to-day work.
We're seeking someone who is:
- Empathetic, yet able to make quick, confident decisions
- A strong communicator with excellent interpersonal skills
- Well-organised, resilient, and a great team player
- Comfortable learning new systems and working under pressure
If you're looking for a challenging but rewarding role in a supportive team with excellent working conditions, we'd love to hear from you.
Hours: approx. 21-37 hours per week plus overtime.
Our care navigators work a mix of early shifts, starting 07:45 or late shift finishing at 18:30. The agreed shift pattern remains the same each week.
About us
At the heart of our practice is a welcoming, close-knit, and supportive team. We're proud of the friendly and inclusive atmosphere we've created, where everyone plays a vital role in delivering high-quality care to our patients.
We understand that general practice is a busy, demanding environment, but we believe in pulling together to get the job done.
We value:
- Professionalism and teamwork
- A calm and compassionate approach to patient care
- A commitment to learning and continuous improvement
- Clear, honest communication
We offer:
- A brand new, modern building with excellent facilities and a pleasant working environment
- Comprehensive training and support, including ongoing development to help you build confidence in the role
- A generous NHS pension
- A Cycle to Work scheme
- Gym equipment and showers on site
- Access to employee wellbeing support
- A real sense of purpose and pride in the work we do
Joining us means becoming part of a team that's dedicated to delivering excellent patient care and taking care of each other too.
Job description
Job responsibilities
The following are the core responsibilities of the receptionist. There
may be a requirement to carry out other tasks and this will be dependent upon
factors such as workload and staffing levels:
-
Process personal, telephone and e-requests for
appointments
-
Answer incoming phone calls, transferring calls or
dealing with the callers request appropriately
-
Signpost patients to the correct service
-
Initiating contact with and responding to,
requests from patients, team members and external agencies
-
Input data into the patients healthcare records
as necessary
-
Direct requests for information i.e. SAR,
insurance / solicitors letters and DVLA forms to the administrative team
-
Manage all queries as necessary in an efficient
manner
-
Carry out system searches as requested
-
Maintain a clean, tidy, effective working area at
all times
-
Monitor and maintain the reception area and notice
boards
-
Support all clinical staff with general tasks as
requested
-
Partake in audit as directed by the audit lead
-
Support administrative staff, providing cover
during staff absences
-
Scanning of patient related documentation and
attaching scanned documents to patients healthcare records
-
Complete opening and closing procedures
-
As required support in the management of repeat
prescriptions, ensuring they are processed accurately and efficiently
Job description
Job responsibilities
The following are the core responsibilities of the receptionist. There
may be a requirement to carry out other tasks and this will be dependent upon
factors such as workload and staffing levels:
-
Process personal, telephone and e-requests for
appointments
-
Answer incoming phone calls, transferring calls or
dealing with the callers request appropriately
-
Signpost patients to the correct service
-
Initiating contact with and responding to,
requests from patients, team members and external agencies
-
Input data into the patients healthcare records
as necessary
-
Direct requests for information i.e. SAR,
insurance / solicitors letters and DVLA forms to the administrative team
-
Manage all queries as necessary in an efficient
manner
-
Carry out system searches as requested
-
Maintain a clean, tidy, effective working area at
all times
-
Monitor and maintain the reception area and notice
boards
-
Support all clinical staff with general tasks as
requested
-
Partake in audit as directed by the audit lead
-
Support administrative staff, providing cover
during staff absences
-
Scanning of patient related documentation and
attaching scanned documents to patients healthcare records
-
Complete opening and closing procedures
-
As required support in the management of repeat
prescriptions, ensuring they are processed accurately and efficiently
Person Specification
Experience
Essential
- Experience of working with the general public
Desirable
- Experience of administrative duties
- Experience of working in a health care setting
Personal qualities
Essential
- Flexible and cooperative
- Motivated
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics & English (C or above)
Skills
Essential
- Strong IT skills
- Good interpersonal skills
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Ability to follow policy and procedure
Desirable
Person Specification
Experience
Essential
- Experience of working with the general public
Desirable
- Experience of administrative duties
- Experience of working in a health care setting
Personal qualities
Essential
- Flexible and cooperative
- Motivated
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics & English (C or above)
Skills
Essential
- Strong IT skills
- Good interpersonal skills
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Ability to follow policy and procedure
Desirable
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.
