We are seeking either one full‑time Care Navigator (37.5 hours per week) or two part‑time team members to share the 37.5 hours.
Standard shift patterns are 08:00‑16:00 or 10:30‑18:30, varying weekly to ensure fairness across the Front of House Team. On Thursdays the practice offers extended access clinics, so the postholder must be available until 8 pm or adjust their hours each Thursday to provide late cover.
About the role
The Care Navigator is a key member of the general practice team, acting as the central point of contact for patients. The role involves signposting patients to the most appropriate healthcare professional or service, managing the flow of information, messages and enquiries for clinical and non‑clinical teams, liaising closely with colleagues and external agencies, and carrying out reception duties to deliver a high‑quality, patient‑focused service.
Main duties
* Direct patients to the most appropriate clinician or service based on their presenting needs, using protocols and training.
* Gather essential information from patients via telephone or in person to support triage.
* Handle incoming calls, emails and face‑to‑face enquiries professionally, ensuring patients feel supported and informed.
* Manage and book appointments according to practice procedures.
* Maintain accurate patient records using clinical systems such as EMIS and Docman.
* Participate in meetings, training and practice initiatives such as Flu and Covid clinics.
* Uphold confidentiality, professionalism and equality, treating all patients with dignity and respect.
Qualifications and experience
* A good standard of education, with GCSE Maths and English at Grade C (Level 4) or above; or Functional Skills Level 2 in Maths and English.
* Experience working with the general public, in a healthcare setting and with administrative duties.
* Excellent communication and interpersonal skills, ability to remain calm under pressure.
* Strong organisational skills and attention to detail, confidence using IT systems and learning new software.
* A caring, patient‑focused approach with a commitment to high‑quality service and the ability to work effectively as part of a team.
Knowledge and skills
* Excellent communication skills and effective listening to understand patient needs.
* Competent in the use of MS Office and Outlook.
* Problem‑solving ability, accurate and effective information processing.
* Initiative, discretion, sensitivity and ability to use own judgement.
* Ability to work with people from all backgrounds, respecting diversity.
* Teamwork and autonomy.
* Sensitivity and empathy in distressing situations.
* Punctuality, commitment, integrity and loyalty.
* Clear, polite telephone manner, flexibility, cooperation, motivation.
* Understanding of safeguarding adults and children.
* Personal accountability, emotional resilience, and work well under pressure.
* Knowledge of key policies and procedures.
* Good organisational skills.
* Clinical IT system user skills, accurate note‑taking.
* Knowledge of chaperone procedure.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require a submission to the Disclosure and Barring Service (formerly CRB) to check for any previous criminal convictions.
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