Overview
The Care Navigator Lead plays a vital role in ensuring the smooth day to day running of the Total Triage Hub and in ensuring the patient accesses the right care at the right time and with the most appropriate appointment or advice to meet their needs. As the first point of contact in General Practice, they support our Total Triage model by helping the patient navigate healthcare services efficiently and appropriately. Total triage is a General Practice workflow, whereby every patient contacting the practice first provides some information on the reasons for contact, the request is triaged by an experienced clinician before an appointment is allocated. In line with our Total Triage model, and to ensure the practice communicates with the patient in a timely way, Care Navigators gather key information from the patient via phone, online, or in person. Using clear protocols, they direct patients to the most suitable clinician, service, or self-care resource, which may include GPs, nurses, pharmacists, social prescribers, or external services. Their role helps reduce unnecessary GP appointments, supports clinical decision-making, improves access, and enhances patient satisfaction. Care Navigators also assist with administrative tasks, referrals, and follow-ups, contributing to a smooth and responsive patient journey.
Responsibilities
* To ensure the smooth day to day running of the Total Triage Hub, you will be integral in the support of this team
* Signpost patients to the appropriate healthcare professional, service or self-care resource to meet their needs.
* Manage appointments and monitor online consultations.
* Handle incoming calls, emails, and face-to-face queries professionally.
* Maintain accurate patient records, including data entry, coding, scanning, and system updates (EMIS and Accurx).
* Provide general administrative support to clinical and non-clinical teams.
* Participate in audits, meetings, and mandatory training.
* Contribute to practice initiatives, such as flu clinics and patient participation groups.
* Provide cover during staff absences and work collaboratively with colleagues to ensure smooth service delivery.
* Process and manage all in-person, telephone, and online appointment requests as part of the Total Triage process.
* Respond to general patient queries, offering appropriate advice or redirecting as needed.
* Support the Total Triage process by gathering relevant information and navigating accordingly.
* Ensure all patient interactions are documented accurately and confidentially.
* Strong communication skills, empathy, discretion, and an ability to work under pressure are essential for this role.
Riverside Medical Practice is a busy town centre practice, with a strong ethos to providing excellent care to our practice population (circa 12,000 patients) and a supportive and caring environment for our hardworking and valued practice team.
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