We’re looking for a Care Navigator to join our team. This is a key front‑line position, helping patients access the right care at the right time while supporting the smooth running of the practice. You’ll be the first point of contact for patients both face‑to‑face and on the phone, providing a welcoming, professional, and efficient service.
Your day will be varied, from managing appointments and handling patient queries to supporting the clinical and administrative teams with key tasks.
Main duties of the job
Key Responsibilities
Welcome and assist patients in person and by telephone.
Direct patients to the appropriate service or healthcare professional.
Manage and maintain the appointments system.
Process prescription requests and correspondence.
Support administrative and clerical duties, including data entry, filing, and scanning.
Help maintain a tidy and organised reception and waiting area.
Promote confidentiality, equality, and professionalism at all times.
Contribute to effective team communication and practice improvements.
About us
Combe Down Surgery is a friendly, patient‑centred GP practice serving our local community in Bath. We pride ourselves on providing high‑quality, compassionate care and maintaining a supportive team environment where everyone plays an important role in improving patient experience.
Job responsibilities
JOB DESCRIPTION
JOB TITLE: CARE NAVIGATOR
REPORTS TO: CARE NAVIGATION MANAGER
HOURS: 20+
Job Summary:
The purpose of the role is to:
Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of secretarial and clerical support to clinical staff and other members of the practice team.
Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies.
Duties and Responsibilities:
The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Care Navigation Manager/Deputy Practice Manager, dependent on current and evolving practice workload and staffing levels:
* Opening up/locking-up of practice premises and maintaining security in accordance with practice protocols
* Maintaining and monitoring the practice appointments system
* Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
* Processing and distributing incoming (and outgoing) mail
* Taking messages and passing on information
* Filing and retrieving paperwork
* Processing repeat prescriptions in accordance with practice guidelines
* Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
* Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
* Clearing and re‑stock consulting rooms as required
* Providing clerical assistance to practice and Trust staff as required from time to time, including word/data processing, filing, photocopying and scanning
* Ordering, re‑ordering and monitoring of stationery and other supplies
* Dealing with clinical waste
* Provision of refreshments for staff and visitors as required; washing up and keeping the kitchen area clean and tidy
* Keeping the reception area, notice‑boards and leaflet dispensers tidy and free from obstructions and clutter
Confidentiality:
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
In the performance of the duties outlined in this Job Description, the post‑holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety:
The post‑holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
Using personal security systems within the workplace according to practice guidelines.
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
Making effective use of training to update knowledge and skills.
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
Equality and Diversity:
The post‑holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
Behaving in a manner which is welcoming to and of the individual, is non‑judgemental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
The post‑holder will participate in any training programmes implemented by the practice as part of this employment, such training to include:
Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality:
The post‑holder will strive to maintain quality within the practice, and will:
Alert other team members to issues of quality and risk.
Assess own performance and take accountability for own actions, either directly or under supervision.
Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
Work effectively with individuals in other agencies to meet patients needs.
Effectively manage own time, workload and resources.
Communication:
The post‑holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with other team members.
Communicate effectively with patients and carers.
Recognise peoples needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services:
The post‑holder will:
Apply practice policies, standards and guidance.
Discuss with other members of the team how the policies, standards and guidelines will affect own work.
Participate in audit where appropriate.
Infection Prevention & Control
Follow practice guidelines and requirements pertaining to Infection control and Clinical Waste, in accordance with the Requirements of the Health & Social Services Act 2008 and statutory duties specified by the Environment Agency.
Person Specification
Experience
* Experience of working in a customer service or administrative role. Experience of dealing with patients or members of the public. Experience of working in a team environment.
* Experience of working in primary care. Experience of working in a GP practice or NHS setting. Experience of using patient management or appointment systems. Experience of handling confidential patient information. Experience using SystmOne or AccuRX.
Qualifications
* Good standard of education, e.g., GCSEs grade A - C (or 4-9) in English and Maths or equivalent.
* NVQ Level 2 in Health and Social Care or relevant administrative/office qualification (e.g., Certificate in Business Administration).
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.
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