Care Navigator
Location: GP Practice
Salary: £28,939.35 per annum
Hours: Full Time (37.5 hours per week)
Working Pattern
- Monday to Friday: Flexible working pattern, with shifts finishing at 6:30 pm on most days and including two evening shifts per week from 12:00 pm – 8:00 pm.
- Saturday mornings on a rota basis (approximately 1 in every 5 weeks), paid as overtime.
The successful candidate will need to be flexible and adaptable to support the needs of the practice, including the delivery of our Care Navigation Hub and Total Triage model.
Join Our Team
Are you passionate about helping people and making a positive difference to patients' experiences of healthcare?
We are looking for an enthusiastic, organised and proactive Care Navigator to join our forward-thinking NHS GP practice.
Our Care Navigators play a vital role in helping patients access the right care at the right time. Working within our Care Navigation Hub, you will manage patient requests, provide clear guidance, coordinate appointments and support the smooth running of our Total Triage model.
The Care Navigation Hub is also where the duty GP is based, allowing quick access to clinical advice and clarification when required. This enables our Care Navigators to make informed decisions and ensure patients are directed appropriately, efficiently and safely.
This is a varied and rewarding role combining patient support, care navigation and essential practice administration. If you enjoy working with people, solving problems and being part of a busy team that makes a difference every day, we would love to hear from you.
About Us
We are a progressive, patient-focused NHS GP practice operating a Total Triage model, ensuring patients receive the most appropriate care from the right healthcare professional at the right time.
Our approach focuses on improving patient access, reducing unnecessary delays and making best use of the skills within our practice team.
We are committed to delivering high-quality care through teamwork, innovation and excellent patient service.
About the Role
Reporting to: Care Navigation Managers
As a Care Navigator, you will be a key point of contact for patients and an important part of their journey through the practice.
Based primarily within our Care Navigation Hub, you will manage patient contacts across a variety of channels, including telephone, online requests and face-to-face enquiries. You will use your communication skills, knowledge of practice processes and care navigation principles to ensure patients are directed to the most appropriate support.
The role also includes supporting the smooth operation of the practice through a range of administrative responsibilities, including managing clinical workflows, processing patient registrations, monitoring inboxes, supporting referral processes and maintaining accurate patient records.
You will also participate in front-of-house duties on a shared rota basis, providing a welcoming and professional service for patients attending the practice. This includes assisting patients with queries, managing arrivals, supporting appointment access and ensuring the reception area operates efficiently.
Main Responsibilities
Patient Care Navigation
- Act as a key contact for patients accessing the practice.
- Receive and manage patient requests by telephone, online consultation and face-to-face contact.
- Gather relevant information and use agreed protocols to navigate patients to the most appropriate clinician, service or healthcare professional.
- Support the delivery of the practice's Total Triage model.
- Provide clear information and guidance to patients regarding available services and next steps.
- Ensure patient queries are handled professionally, sensitively and efficiently.
Practice Administration
- Book, amend and manage appointments in line with practice procedures.
- Maintain accurate patient records using the clinical system.
- Process patient registrations, deductions and demographic updates.
- Manage and action workflow tasks and clinical correspondence.
- Monitor shared email inboxes and respond appropriately.
- Support referral processes, including eRS and Two Week Wait pathways.
- Process medical reports and other administrative requests.
- Liaise with hospitals, pharmacies, community services and other healthcare providers.
- Support the smooth running of daily practice operations.
Patient-Facing Support
- Provide a welcoming and professional service to patients attending the practice.
- Manage patient arrivals and direct patients appropriately.
- Assist patients with general enquiries and access to services.
- Maintain confidentiality and provide a respectful, compassionate service.
- Participate in front-of-house duties as part of the team rota.
Quality and Improvement
- Follow NHS, GDPR, confidentiality and practice policies.
- Contribute ideas to improve patient access and practice processes.
- Support the continued development of the Total Triage model.
About You
We are looking for someone who enjoys helping people, is confident communicating with patients and colleagues, and can remain calm and organised in a busy environment.
You will have:
- Excellent communication and interpersonal skills.
- A friendly, professional and approachable manner.
- Strong organisational skills and attention to detail.
- The ability to manage competing priorities.
- Confidence using IT systems and digital platforms.
- A positive attitude and willingness to support colleagues.
- The ability to work independently and as part of a team.
- Commitment to confidentiality and excellent patient care.
Desirable
- Experience working within an NHS GP Practice.
- Experience in care navigation or patient coordination.
- Experience using EMIS Web.
- Understanding of NHS Primary Care services.
- Knowledge of referral pathways and clinical administration processes.
Why Join Us?
This is an exciting opportunity to become part of a modern NHS GP practice where patient access, teamwork and innovation are at the centre of everything we do.
As a Care Navigator, you will have a varied role that combines patient interaction, problem-solving and administration. You will be an important part of ensuring patients receive the right support while helping the practice deliver safe, efficient and compassionate care.
We offer:
- Salary: £28,939.35 per annum
- Saturday morning overtime (approximately one in every five weeks)
- NHS Pension Scheme
- Five weeks annual leave
- Employee Assistance Programme through Health Assured, providing confidential wellbeing and counselling support
- Ongoing training and development opportunities
- A supportive and collaborative working environment
- The opportunity to build a rewarding career within NHS primary care
If you are looking for a role where you can make a genuine difference to patients and be part of a progressive practice team, we would love to hear from you.
Pay: £28,939.35 per year
Work Location: In person
