Job Title: Care Navigator
Location: Ivel Medical Centre, Chestnut Ave, Biggleswade SG18 0RA
Contract Type: Part Time
Salary: Starting from £12.75 - £13.10 per hour
Hours: 30 hours per week
Monday - OFF, Tuesday -09:00 - 17:30, Wednesday - 09:00 - 17:30, Thursday - 10:00 - 18:30 Friday - 10:00 - 18:30 (1 hour unpaid break)
About Us
Located in Biggleswade, Ivel Medical Centre is dedicated to delivering high-quality, patient-centred healthcare with a professional and compassionate approach. We are a supportive, friendly team of clinicians and administrative staff who value collaboration, professionalism, and excellent patient care.
The Role
We are looking for a confident and experienced Care Navigator to join our team. This is a varied administrative and front-of-house role, where you will be the first point of contact for patients, providing a professional and welcoming service both in person and over the telephone.
As an integral member of the multidisciplinary primary care team, you will assess patients' presenting needs, facilitate access to appropriate healthcare services, and signpost them to the most suitable clinical or community-based provision. The role also involves a range of administrative responsibilities, supporting effective care coordination, optimising clinical capacity, and ensuring patients receive the right care at the right time.
Key responsibilities include:
Patient Navigation & Clinical Access
- Serve as the initial point of contact for patients accessing the practice in person, by telephone, or electronically, assessing their needs at first contact and directing them to the most appropriate clinician, service, or care pathway in line with practice protocols.
- Demonstrate a good understanding of primary care pathways, local health services, and social support provision to support safe and appropriate patient direction.
- Use structured guidance, established care navigation pathways, and practice protocols to assess patient needs and make safe, accurate decisions in directing patients to the most appropriate clinician or service (e.g., GP, nurse, practice pharmacist, social prescriber, enhanced access service).
- Use practice-approved triage forms, care navigation guidance, and protocols to allocate appointments safely and effectively.
- Signpost patients to alternative services where appropriate, including community pharmacy, self-care resources, NHS 111, urgent care services, social prescribing, and other healthcare providers.
- Manage online consultation workflows (e.g., Systmconnect) by categorising, prioritising, and allocating requests to the appropriate clinician or care pathway in line with practice protocols.
- Support patients in accessing online services and digital tools, enhancing understanding of available services and alternative care options.
- Recognise urgent or emergency situations and escalate appropriately in line with practice procedures.
- Appointment & Communication Management
- Support to Clinical & Admin Teams
Requirements
- Excellent verbal and written communication skills.
- Strong IT literacy, including familiarity with clinical systems (SystmOne).
- Ability to prioritise, multitask, and work within protocols safely and effectively.
- Professional, compassionate approach with strong customer service skills.
- Respect for confidentiality and GDPR compliance.
- Ability to handle sensitive or emotional conversations with empathy and respect.
- Previous experience in a GP practice.
- Knowledge of NHS primary care pathways and local services.
- Educated to GCSE level (or equivalent), including English
- Strong communication and interpersonal skills
- Eligible to work in the UK
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.
Pay: From £20,436.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
- Store discount
Work Location: In person
