We are looking for a motivated, organised and personable PCN Care Navigator / Service Administrator to join our friendly and supportive Primary Care Network team in Tower Hamlets. This is an exciting opportunity to play a vital role in helping patients access high-quality healthcare services across our local GP practices and Enhanced Access services.
As part of a dynamic and collaborative team, you will support patients, clinicians and practice staff by managing appointments, patient communications, call and recall programmes, and essential administrative processes that help improve patient care and health outcomes. No two days are the same, making this an ideal role for someone that enjoys working in a fast-paced people-focused environment.
At East End Health Network, we are passionate about delivering accessible, joined-up healthcare for our local community. In return, you will gain valuable experience within primary care, work alongside dedicated healthcare professionals, and have the opportunity to develop your skills within an organisation committed to learning, teamwork and high-quality patient care.
Main duties of the job
The successful candidate will provide administrative and front-desk support across the PCNs services, helping patients access care and ensuring the smooth day-to-day running of clinics and appointments. Duties include managing patient enquiries, supporting call and recall programmes, coordinating appointments and referrals, updating patient records, and working closely with clinical and practice teams to support service delivery and performance targets. The role also involves maintaining accurate data, handling confidential information sensitively, and contributing to reporting and quality improvement activities across the network:
* Provide front-desk and administrative support for PCN and Enhanced Access services
* Manage patient enquiries, appointments, emails and telephone calls professionally
* Support patient call and recall programmes for long-term condition management and screening
* Liaise with clinicians, GP practices and partner services to coordinate patient care
* Maintain accurate patient records and ensure data is handled confidentially
* Assist with reporting, audits and monitoring of PCN performance targets
* Support smooth day-to-day service delivery across multiple practices within the network
* Deliver excellent patient service with a compassionate and professional approach
About us
East End Health Network Co Ltd was created by a group of GP practices in North West Tower Hamlets to deliver high-quality, joined-up healthcare services for the local community. Working closely with GP practices, community services, and voluntary sector partners, the organisation is committed to improving access to personalised care and supporting better health outcomes for local residents.
At EEHN, you will join a supportive, collaborative, and community-focused team made up of clinicians, administrators, and healthcare professionals who are passionate about making a positive difference to patients every day. We pride ourselves on maintaining a welcoming and inclusive workplace where teamwork, respect, professionalism, and patient-centred care are at the heart of everything we do.
The organisation promotes a strong work ethic built around compassion, accountability, continuous learning, and mutual support. Staff are encouraged to develop their skills, contribute ideas, and work across practices and services to help improve healthcare delivery throughout the borough.
Benefits of working with East End Health Network include the opportunity to work within an innovative Primary Care Network, gain valuable NHS and primary care experience, access learning and development opportunities, and be part of a team dedicated to improving local healthcare services.
Job responsibilities
East End Health Network is seeking a motivated and organised PCN Care Navigator / Service Administrator to support the delivery of healthcare services across Primary Care Network (PCN) practices in Tower Hamlets. The role is central to ensuring the smooth day-to-day running of services including Enhanced Access clinics, long-term condition management, patient call and recall activities, and wider administrative support across the network.
The post holder will act as a first point of contact for patients, clinicians, and partner organisations, providing professional and compassionate administrative support. The role includes front-desk reception duties for Enhanced Access services, managing patient appointments, responding to email and telephone enquiries, and maintaining a welcoming and efficient environment for patients attending appointments outside standard GP surgery hours.
A key aspect of the role involves supporting call and recall processes for patients requiring routine health checks, cancer screenings, vaccinations, and reviews for long-term conditions. This includes contacting patients, booking appointments, maintaining accurate records, and ensuring timely follow-up actions are completed in partnership with clinical teams.
The Care Navigator will also contribute to monitoring PCN performance targets and key performance indicators (KPIs). Responsibilities include assisting with data collection, reporting, audits, and administrative activities linked to national and local healthcare initiatives such as immunisation programmes, long-term condition reviews, and preventative care activities.
The role requires regular liaison with clinicians, GP practice staff, managers, and partner agencies to coordinate referrals, update patient records, manage documentation, and support the overall delivery of services across the PCN. The successful candidate will help ensure information is accurately recorded and escalated where necessary, contributing to safe and effective patient care.
Applicants should possess excellent communication and organisational skills, a professional and empathetic approach, and the ability to manage multiple priorities in a fast-paced environment. Experience in customer service, administration, or front-desk work is essential, along with strong IT and Microsoft Office skills. The ability to work both independently and collaboratively as part of a multidisciplinary team is important.
Previous NHS or primary care experience is desirable but not essential. Familiarity with GP clinical systems such as EMIS Web or SystmOne, along with an understanding of PCNs and Enhanced Access services, would be advantageous.
The post is based within the LAP 2 area of Tower Hamlets and is offered on a 12-month fixed-term part-time contract of 32 hours per week, potentially leading to a permanent role. Working patterns are flexible across weekdays and some Saturdays.
East End Health Network promotes a supportive, inclusive, and respectful working environment, with a strong commitment to equality, confidentiality, staff wellbeing, and professional development. Staff are encouraged to participate in ongoing learning and appraisal processes to support career development and continuous improvement in patient care
Person Specification
Qualifications
* GCSEs (or equivalent) including English and Maths at Grade C/4 or above
* Good standard of written and spoken English
* Competent IT skills, including Microsoft Office applications (Word, Excel, Outlook)
* Qualification or training in Medical Administration or Healthcare Support
* Training in GDPR, Information Governance, or Data Protection
* Training in customer service or patient care
* Experience or certification in using NHS clinical systems such as EMIS Web or SystmOne
Experience
* Previous experience working in a customer service, reception, or front-desk environment.
* Experience providing administrative support in a busy office or service environment.
* Experience using Microsoft Office applications including Word, Excel, and Outlook.
* Experience managing and prioritising a varied workload and meeting deadlines.
* Experience working as part of a team while also using initiative to work independently.
* Experience dealing with members of the public in a professional, empathetic, and courteous manner.
* Experience multitasking in a fast-paced environment with attention to detail.
* Previous experience working within an NHS, GP practice, Primary Care Network (PCN), or healthcare environment.
* Experience using clinical systems such as EMIS Web, SystmOne, or similar patient record systems.
* Experience supporting call and recall programmes, appointment booking, or patient follow-up processes.
* Experience working with patients with long-term conditions or within community health services.
* Experience handling confidential patient information in line with GDPR and information governance requirements.
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.
£24,000 to £26,000 a year Inclusive of London Weighting, Salary Pro Rata
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