Job Description:
We would like a friendly, helpful, compassionate, and enthusiastic Care Navigator to join our Harris Memorial Surgery Team. Harris Memorial Surgery is a small, close-knit practice located in the village of Illogan near Redruth, Cornwall, with a branch surgery in Lanner. We serve approximately 6,500 patients across a broad catchment area. As a dispensing practice, we provide medications from both locations to patients who live more than a mile from a pharmacy. We are committed to delivering prompt, courteous, and confidential care, continually striving to provide the best possible service to our patients.
Key Requirements:
- Essential: Previous customer service experience.
- Essential: A calm, collected, and positive “can-do” attitude, even under pressure.
- Essential: Strong IT skills, excellent communication abilities, and a great team player.
- Essential: Availability to start from 08:00am at least two days a week (if full time) and to do at least one late finish (19:00pm) a week.
- Essential: Availability to work between 20 hours and 37.5 hours a week.
- Desirable: Previous Receptionist / Primary Care Admin experience is desirable but not essential, as full training will be provided.
- Desirable: Willingness to work an occasional Saturday and an occasional Wednesday evening until 20:00pm.
Role Overview:
As a Care Navigator, you will be the first point of contact for patients, carers, family members and visitors, providing guidance and support in person and over the phone. You will also manage outgoing communications and assist patients by directing them to the appropriate healthcare professional or service, working closely with our duty GP’s.
Core Responsibilities:
- Welcome and greet patients and visitors, handling face-to-face requests for appointments and follow-ups.
- Effectively signpost patients to the appropriate healthcare professional or service, following the duty GP’s advice.
- Manage all outgoing patient communications via calls and texts.
- Answer incoming phone calls, transferring or resolving queries as appropriate.
- Process appointment requests in person, by phone, or via our online triage system (Accurx).
- Initiate contact with and respond to requests from patients, team members, and external agencies via phone, email, and text.
- Support clinical staff with general tasks as needed, within the scope of the role.
- Complete all mandatory training and induction requirements.
Pay: £12.71-£15.00 per hour
Work Location: In person
