Job Summary
We are seeking a dedicated and compassionate Care Navigator to join our healthcare team. The successful candidate will need to be a team player with a passion for giving excellent customer service. Phone and reception experience, a good level of keyboard and IT skills and the ability to demonstrate a good command of spoken and written English are essential for the above position.
To support the practice clinical team by signposting patients to the appropriate healthcare professional or service, working as part of the practice’s multidisciplinary team.
To act as the central point of contact for patients, be responsible for the distribution of information, messages and enquiries for the clinical team, liaise with multi-disciplinary team members and external agencies such as secondary care and community service providers.
The Care Navigator will also be expected to undertake reception duties as part of the role, supporting the team in delivering a professional service to the entitled patient population. Duties can include but are not limited to welcoming patients and also to assist with total triage requirements, whilst supporting the team with patient registration, booking appointments, processing of information (electronic and hard copy) in a timely manner and in accordance with current policies.
The post-holder will also provide support to the administration team as required.
The post-holder will be an integral part of the general practice team.
The following are the core responsibilities of a Care Navigator in delivering health services. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
a. Process and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition
b. Answer incoming phone calls, transferring calls or dealing with the callers’ request appropriately
c. Process personal, telephone and e-requests for appointments
d. Action incoming emails and correspondence as necessary
e. Accurately detail information on patients’ records within the clinical system
f. Assist with total triage administration
g. Maintain and monitor the practice appointment system
h. Initiate contact with and respond to requests from patients, team members and external agencies
i. Photocopy documentation as required
j. Data entry of new and temporary registrations and relevant patient information as required
k. Direct requests for information, i.e., DSAR, insurance/solicitors’ letters and DVLA forms to the administrative team
l. Manage all queries as necessary in an efficient manner
m. Conduct system searches as requested
n. Support all clinical staff with general administrative tasks as requested
o. Undertake a broad spectrum of administrative duties commensurate with the role
p. Be an integral part of the general practice team
q. Act as a chaperone as required
r. Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on safeguarding adults and safeguarding children
s. Support in the delivery of enhanced services and other service requirements
t. Undertake all mandatory training and induction programmes
u. Contribute to and embrace the spectrum of clinical governance
v. Maintain a clean, tidy, effective working area at all times
w. Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed
In addition to the primary responsibilities, the Care Navigator has the following wider responsibilities:
a. Support administrative staff, providing cover during staff absences
b. Scan patient related documentation and attach scanned documents to patients’ healthcare records
c. Participate in local initiatives to enhance service delivery and patient care
d. To support in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
e. Support and participate in shared learning
Skills
- Proven experience working in an office environment, demonstrating organisational efficiency and professionalism
- Excellent communication skills, both verbal and written, with a compassionate approach towards patients
- Strong organisational skills with the ability to manage multiple priorities effectively
- Ability to work independently as well as part of a multidisciplinary team
- Proficiency in office software such as Microsoft Office Suite or equivalent programmes
- Empathy and active listening skills to understand patient needs and concerns
- Knowledge of healthcare systems and patient advocacy is advantageous but not essential
This role provides an enriching opportunity for individuals committed to improving patient experiences within a supportive healthcare environment.
Pay: From £12.80 per hour
Benefits:
Work authorisation:
- United Kingdom (required)
Location:
- Bridgwater TA6 3LS (required)
Work Location: In person
