We are looking for a motivated Care Navigator / Patient Services Team member to work in a busy NHS GP Surgery.
Hours of work will be Monday to Friday as part of a shift pattern ( 7.30-3.30, 8-4pm and 11-7pm). This is a full time role at 37.5 hours per week
To support the practice clinical team by signposting patients to the appropriate healthcare professional or service, working as part of the practices multidisciplinary team.
The PST member will also be expected to undertake reception duties as part of the role, supporting the administrative team in delivering a polite and professional service to the entitled patient population. To ensure all duties are performed effectively and to the required standard in the required timeframe, making sure that they meet the objectives of the practice. To promote the high standard of the TWHS ethos. You will need to support the management team in order to deliver exceptional care to our patient population.
MAIN DUTIES
Your main duties include managing the PST email inbox, checking your NHS email, and ensuring emails are dealt with promptly. You will remain logged into MS Teams and Clarity TeamNet, read and follow practice policies, and attend PLT sessions, staff, and practice meetings. You will process patient requests, signpost appropriately, take relevant details, complete templates, allocate appointments, assist with QOF lists, and liaise with the clinical team, external services, and community providers.
You will greet patients and visitors, respond to requests, answer calls, relay information verbally and in writing, distribute prescriptions, and support patients with enquiries. Administrative duties include filing, maintaining files, photocopying, shredding, recording medical reports, processing subject access requests, and ensuring patient records are accurate and up to date.
You will maintain confidentiality and comply with Data Protection standards, act on behalf of the clinical team or Practice Manager when required, sign in and out at each shift, and report issues, concerns, or complaints promptly. Additional duties may be requested by the line manager to support smooth practice operations.
Overview of your organisation
We're a patient-centred GP practice committed to delivering high-quality, compassionate healthcare to our community. We pride ourselves on being a young, fun, and dedicated team that works hard while maintaining a supportive and social atmosphere. Although healthcare can be fast-paced and demanding, we believe that a positive workplace culture is essential to providing the best care for our patients.Our practice is made up of a diverse and skilled multidisciplinary team, including GPs, nurses, healthcare assistants, pharmacists, physiotherapists and a highly organised administrative team. Each member of staff plays a vital role, and we strongly value collaboration, mutual respect, and open communication across all roles. New team members are welcomed and supported, with a strong emphasis on teamwork and shared learning.
The atmosphere within the practice is friendly, approachable, and inclusive. While we take our responsibilities to patients very seriously, we also believe in enjoying our work and supporting one another. The team is social, approachable, and always willing to help, whether thats during a busy clinic or outside of work hours.
Our work ethic is built on dedication, professionalism, and continuous improvement. Staff are encouraged to take ownership of their roles, contribute ideas, and develop their skills. We foster a culture where people feel comfortable asking questions, learning from one another, and striving to improve patient outcomes together.
Personal Specification
Essential criteria
Good organisational skills and attention to detail To be reliable and punctual and to adhere to workplace polices and standard operating procedures Excellent communication and listening skills, able to clearly relay information to patients and staff To be a team player To have good IT skills To be confident in answering calls and dealing with queries Excellent customer service skills, ability to work within a customer focused and high pace environment To maintain high professional standards Ability to work under pressure To be able to communicate appropriately within a work environment To understand and be able to uphold patient and business confidentiality Ability to work collaboratively with peers, managers and clinicians
Desirable criteria
Previous experience of working within a healthcare environment, ideally primary care Familiarity with GDPR and data governance Understanding of GP practice care navigation and pathways Previous experience in using EMIS
Job Types: Full-time, Permanent
Pay: From £12.72 per hour
Benefits:
- Company events
- Company pension
- Free flu jabs
- On-site parking
- Sick pay
Ability to commute/relocate:
- Reigate RH2 9HF: reliably commute or plan to relocate before starting work (required)
Work Location: In person
