Job summary
As a Health Navigator within Patient Services, you will be the first point of contact for patients, assisting them in accessing the right services and creating a welcoming experience at the Practice.
You will support administrative processes and complete additional tasks as required to ensure smooth and efficient workflow for patients, the clinical team, and wider healthcare partners. All work will be delivered to agreed targets, timescales, and in line with Practice policies and procedures.
You will treat patients with confidentiality, respect, and empathy, signposting them to the most appropriate clinician or service. Duties include speaking with patients and carers in person and by phone, booking appointments, handling queries, and liaising with NHS bodies, healthcare providers, and other professionals to resolve issues relating to patient care. You will promote and process patient registrations, entering information accurately into the system and resolving any related queries.
Main duties of the job
Who We're Looking For
We're looking for people who share our passion for the NHS and delivering "patient care by people who care".o Strong computer skills with experience in Microsoft Office, excellent attention to detail, and calm, adaptable communication skills both written and verbal even underpressureo A passion for helping people, whatever their background or circumstanceso Confidence with computers and admin processes (bonus points for EMIS experience)o Experience in a front-facing, fast-paced role. Ideally in healthcare, customer service or similar
About us
Why Join Our Team?
Make a Lasting Impacto Play a vital role in welcoming patients, visitors, and colleagues. Helping them access the right care in a courteous, efficient, and supportive wayo Empower individuals to take control of their health and work towards healthier, more stable liveso Be part of a service built on kindness, hope, and respect, ensuring every person feels valued and included
Supportive, Collaborative Cultureo You'll join a team that has your back: mentoring, supporting, and developing one another
Professional growth and recognitiono Benefit from employee recognition platform with exclusive offerso We support your professional development with supervision, CPD, and training bonuseso As an Employee Ownership Trust, you're a co-owner empowered to shape the future of our organisation and take part in decision-makingo High energy, High reward. If you like being on the go and making a tangible difference, you'll thrive here
Recognising Your Value
o Salary £13.39 per houro Part time, 30 hrs per week (Mon - Fri between the hours of 07:45 - 18:45)o Generous annual leave, NHS pension and discretionary annual bonuseso Comprehensive wellbeing support, NHS discounts, cycle-to-work scheme, and employee assistance programme
Join a Leading Social Enterprise As part of BrisDoc, an employee-owned social enterprise, you'll be empowered as a co-owner to shape the future of healthcare delivery.
Job description
Job responsibilities
Engage and Support Be the first point of contact for patients (on the phone or in person), helping them navigate their healthcare needs such as booking or rescheduling appointments, registering patients, taking messages, and providing assistance quickly and efficiently Answer incoming telephone calls within agreed timescales, ensuring a professional, prompt, and pleasant manner Manage patient queries efficiently and effectively, signposting and prioritising in line with practice policies Support patients with compassion and professionalism, including those who are distressed, bereaved, or unwell, in accordance with training and policy Remain calm and professional in emergencies, challenging situations, or when supporting distressed individuals Work on the clinical assessment screen alongside the on-call GP to book patient appointments
Accurate Documentation Manage administrative tasks such as bookings, messages, and prescriptions accurately and efficiently. Register new patients on the clinical system accurately, including regular, temporary, immediately necessary, or private patients. Complete new patient registration packs Enter and update patient demographic details with precision, including disabilities, carer status, and other relevant equality and diversity data Take accurate and detailed messages, including patient and contact information, and pass them to the appropriate person using suitable communication methods based on urgency
Safety and Patient Care Signposting patients to appropriate care, following guidance from senior staff and policies to ensure patient safety and wellbeing Use the clinical system effectively to inform clinical staff of relevant patient information. After training, assist clinical staff with emergency first aid and basic life support if required Safely handle blood and urine specimens in accordance with infection control policy, ensuring they are stored correctly for collection
Timely communication Read and respond promptly and professionally to incoming calls and emails, ensuring all patients and healthcare professionals feel supported and heard Process and distribute incoming and outgoing post, print mail, and emails efficiently
Administrative Assistance Work closely with clinical and administrative teams to ensure smooth patient journeys, especially under pressure, providing clerical and administrative support, including data processing, filing, photocopying, scanning, and document retrieval Assist the leadership team with administrative tasks to support the smooth operation of the service Follow all daily start-up and close-down procedures to maintain the security of IT systems and the building Accept delivery of stock supplies, checking for specific requirements (e.g. refrigeration) and acting accordingly Contribute to the smooth running of the team by applying strong organisational and communication skills
Financial Responsibilities Manage financial transactions in line with set protocols and practice standards
Job description
Job responsibilities
Engage and Support Be the first point of contact for patients (on the phone or in person), helping them navigate their healthcare needs such as booking or rescheduling appointments, registering patients, taking messages, and providing assistance quickly and efficiently Answer incoming telephone calls within agreed timescales, ensuring a professional, prompt, and pleasant manner Manage patient queries efficiently and effectively, signposting and prioritising in line with practice policies Support patients with compassion and professionalism, including those who are distressed, bereaved, or unwell, in accordance with training and policy Remain calm and professional in emergencies, challenging situations, or when supporting distressed individuals Work on the clinical assessment screen alongside the on-call GP to book patient appointments
Accurate Documentation Manage administrative tasks such as bookings, messages, and prescriptions accurately and efficiently. Register new patients on the clinical system accurately, including regular, temporary, immediately necessary, or private patients. Complete new patient registration packs Enter and update patient demographic details with precision, including disabilities, carer status, and other relevant equality and diversity data Take accurate and detailed messages, including patient and contact information, and pass them to the appropriate person using suitable communication methods based on urgency
Safety and Patient Care Signposting patients to appropriate care, following guidance from senior staff and policies to ensure patient safety and wellbeing Use the clinical system effectively to inform clinical staff of relevant patient information. After training, assist clinical staff with emergency first aid and basic life support if required Safely handle blood and urine specimens in accordance with infection control policy, ensuring they are stored correctly for collection
Timely communication Read and respond promptly and professionally to incoming calls and emails, ensuring all patients and healthcare professionals feel supported and heard Process and distribute incoming and outgoing post, print mail, and emails efficiently
Administrative Assistance Work closely with clinical and administrative teams to ensure smooth patient journeys, especially under pressure, providing clerical and administrative support, including data processing, filing, photocopying, scanning, and document retrieval Assist the leadership team with administrative tasks to support the smooth operation of the service Follow all daily start-up and close-down procedures to maintain the security of IT systems and the building Accept delivery of stock supplies, checking for specific requirements (e.g. refrigeration) and acting accordingly Contribute to the smooth running of the team by applying strong organisational and communication skills
Financial Responsibilities Manage financial transactions in line with set protocols and practice standards
Person Specification
Qualifications and Training
Essential
- Educated to GCSE standard (or equivalent) with grade C or above in English
Desirable
- Qualification / certificates in Customer Service/Administration
Knowledge Skills and Experience
Essential
- Good general computer skills - experience of using Microsoft office e.g. word, excel
- Excellent attention to detail and accuracy skills
- Able to work within a team and take instruction as required
Desirable
- Significant and recent experience of working in Customer care in a front- line role
Person Specification
Qualifications and Training
Essential
- Educated to GCSE standard (or equivalent) with grade C or above in English
Desirable
- Qualification / certificates in Customer Service/Administration
Knowledge Skills and Experience
Essential
- Good general computer skills - experience of using Microsoft office e.g. word, excel
- Excellent attention to detail and accuracy skills
- Able to work within a team and take instruction as required
Desirable
- Significant and recent experience of working in Customer care in a front- line role
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.
