Care Coordinator/Navigator

NHS; Birmingham; On-site; GBP 26,000 - 32,000; Full time

Job summary

The NHS is looking for a dedicated Care Coordinator / Navigator to enhance patient experiences in Birmingham. This role requires strong leadership, experience in telephone triage, and the ability to manage complex care for patients with long-term health conditions. The successful candidate will collaborate with various teams to provide personalized care pathways, making crucial decisions to improve patient outcomes and access to services.

Qualifications

• Experience in telephone triage and patient recalls is crucial.
• Leadership or supervisory experience in healthcare is preferred.
• Demonstrable proficiency in clinical systems and data management.

Responsibilities

• Manage patient recalls and ensure clinical reviews for long-term conditions.
• Provide telephone triage and act as a first point of contact for patients.
• Lead the care navigation team, ensuring personalized patient support.

Skills

Organisational skills

Communication

Empathy

IT skills

Education

GCSE English and Maths or equivalent

Accredited care navigation training

Care Coordination course

Tools

EMIS Web

Microsoft Office

Job description

We are seeking a Care Coordinator / Navigator to join our team in a dual leadership and patient-facing role, combining:

• Care coordination for patients with long-term conditions and complex needs
• Telephone triage and reception duties
• Managing patient recalls for routine and long-term condition reviews

This role plays a pivotal role in enhancing patient experience by guiding individuals through the healthcare system to access the most appropriate services for their needs. This position focuses on personalised patient support, effective signposting, and collaboration with both internal teams and external organisations to ensure seamless care pathways. The successful candidate will help patients navigate NHS and community care services, support proactive recall processes to ensure appropriate clinical reviews, and help lead on online consultation systems.

This role is ideal for a motivated individual with telephone triage, recalls management, and care coordination experience, alongside leadership abilities and a strong commitment to personalised patient care.

IT skills are essential, as you will be regularly creating searches, data input and monitoring our achievements and progress against national, local, and internal targets.

The post holder will be required to work at both Moor Green Lane Medical Centre and Vicarage Road Surgery.

Main duties of the job

Reception Duties & Telephone Triage

Act as a professional and welcoming first point of contact for patients in person, on the telephone, or online.

Handle telephone triage, accurately assessing patient needs and escalating urgent concerns as appropriate.

Support patient appointment bookings, queries, and cancellations, using established protocols.

Promote patient access to digital and online services.

Register new patients, maintain accurate demographic records, and process correspondence and communications.

Recalls Management

Lead on coordinating patient recalls for long-term condition reviews.

Proactively identify patients overdue for health checks or reviews, ensuring they are booked appropriately.

Work closely with clinicians and administrative teams to plan, schedule, and track recall invitations.

Care Coordination & Personalised Support

Manage a caseload of patients, focusing on personalised care plans for those with complex needs.

Refer patients to social prescribing link workers, health & wellbeing coaches, or other relevant services.

Leadership

Providedaily leadership to the reception and care navigation team, acting as a role model for excellent patient care.

Ensuresmooth operations, including opening/closing duties in line with the rota.

DigitalSupport & Development

Supportthe team and patients with online consultations.

Monitor,process, and track digital consultations via the practices systems, ensuringtimely escalation and action.

About us

At Moor GreenLane Medical Centre, we aim to provide a proactive, holistic andfamily-orientated general practice service, designed with the patients needsin mind. We like to work in collaboration with our patients and aim to listen,understand and advise on the best care.

We use EMIS,AccuRx, DOCMAN as our clinical systems along with other digital platform forpatient access.

Job responsibilities

JobResponsibilities

ReceptionDuties & Telephone Triage

Act as aprofessional and welcoming first pointof contact for patientsin person, on the telephone, or online.

Handle telephone triage, accurately assessing patient needs and escalatingurgent concerns as appropriate.

Supportpatient appointment bookings, queries, and cancellations, using establishedprotocols.

Promotepatient access to digital and online services.

Registernew patients, maintain accurate demographic records, and process correspondenceand communications.

RecallsManagement

Lead on coordinating patient recalls for long-term condition reviews (e.g., diabetes,asthma, hypertension).

Workclosely with clinicians and administrative teams to plan, schedule, and trackrecall invitations.

Follow upwith patients to ensure attendance at necessary appointments.

Proactivelyidentify patients overdue for health checks or reviews, ensuring they arebooked appropriately.

Maintainaccurate recall records within EMIS Weband assist with audit/reporting requirements.

Manage acaseload of patients, focusing on personalisedcare plans for those with complex needs.

Supportpatients and carers to navigate health, social care, and community services.

Referpatients to social prescribing link workers, health & wellbeing coaches, orother relevant services.

Helppatients prepare for or follow up on clinical conversations to enable informeddecision-making.

Leadership

Providedaily leadership to the reception and care navigation team, acting as a role model for excellent patient care.

Ensuresmooth operations, including opening/closing duties in line with the rota.

DigitalSupport & Development

Supportthe team and patients with online consultations.

Monitor,process, and track digital consultations via the practices systems, ensuringtimely escalation and action.

Activelyparticipate in improving digital systems and workflows.

Administration& IT Systems

Accuratelymaintain patient records on EMIS Weband other systems.

Assistwith data extraction for audits, QOF, and PCN reporting.

Processincoming/outgoing correspondence, scanning, and task management.

Consultation Room Preparations

Clearingand re-stocking of consulting rooms as required

Consultingrooms prepared in readiness for each consulting session.

Roomsare checked at the end of each consulting session and left tidy and secure.

Confidentiality

Maintainconfidentiality of information, acting within the terms of the Data ProtectionAct and Caldicott guidance on patient confidentiality at all times.

Informationrelating to patients, carers, colleagues, other healthcare workers or thebusiness of the practice may only be divulged to authorised persons inaccordance with the Practice policies and procedures relating toconfidentiality and the protection of personal and sensitive data

Confidentiality

Maintainconfidentiality of information, acting within the terms of the Data Protection Actand Caldicott guidance on patient confidentiality at all times.

Informationrelating to patients, carers, colleagues, other healthcare workers or thebusiness of the practice may only be divulged to authorised persons inaccordance with the Practice policies and procedures relating toconfidentiality and the protection of personal and sensitive data

Health& Safety

The post-holder will manage theirown and others health & safety and infection control as defined in thePractices Health & Safety Policy, the Practice Health & Safety Manual,and the Practices Infection Control Policy and published procedures.

Comply with Practice health &safety policies by following agreed safe working procedures

Activelyreport health & safety hazards and infection hazards immediately

Keeping work and general areas cleanand tidy, and using appropriate infection control procedures to keep work areashygienic and safe from contamination.

Undertakingperiodic infection control training (minimum annually)

Awareness and compliance withnational standards of infection control, hygiene, regulatory / contractual /professional requirements, and good practice guidelines.

Reporting incidents using theorganisations Incident Reporting System

Usingpersonal security systems within the workplace according to Practice guidelines

Makingeffective use of training to update knowledge and skills

Equality and Diversity

Thepost-holder will support, promote and maintain the Practices Equality &Diversity Policy.

Noperson whether they are staff, patient or visitor should receive lessfavourable treatment because of their gender, ethnic origin, age, disability,sexual orientation, religion etc.

Thejobholder must comply with all policies and procedures designed to ensureequality of employment and that services are delivered in ways that meet theindividual needs of patients and their families.

Personal Development:

Thepost-holder will participate in any training programme implemented by thepractice as part of this employment, such training to include:

Participationin an annual individual performance review, including taking responsibility formaintaining a record of own personal and/or professional development

Takingresponsibility for own development, learning and performance and demonstratingskills and activities to others who are undertaking similar work

Ensurethe completion of BlueStream Academy training as required and withintimeframes.

Quality:

Thepost-holder will strive to maintain quality within the practice, and will:

Alertother team members to issues of quality and risk

Assessown performance and take accountability for own actions, either directly orunder supervision

Contributeto the effectiveness of the team by reflecting on own and team activities andmaking suggestions on ways to improve and enhance the teams performance

Workeffectively with individuals in other agencies to meet patients needs

Communication:

Thepost-holder should recognise the importance of effective communication withinthe team and will strive to:

Communicate effectively with other teammembers

Communicate effectively with patientsand carers

Recognise peoples needs for alternativemethods of communication and respond accordingly

Contribution to the implementation ofservices:

Thepost-holder will

Applypractice policies, standards and guidance

Discusswith other members of the team how the policies, standards and guidelines willaffect own work

Participatein audit where appropriate

Other Delegated Duties

Thisjob description is not intended to be exhaustive. It may be changed asrequired by the Practice as needs change. The employee shares with the employerthe responsibility for review and modification of duties.

Person Specification

Person Specification

• - Strong organisational skills, attention to detail, and multitasking ability
• - Empathetic, calm, and patient-centred approach
• - Strong communication skills, with the ability to interact effectively with patients and multidisciplinary teams.
• - Proficiency in using clinical systems (e.g., EMIS Web), Microsoft Office applications and other relevant software packages.
• - Demonstrated ability to manage multiple tasks efficiently in a busy environment.
• - Commitment to providing high-quality patient care and service.
• - Able to work under pressure and meet deadlines
• - Good interpersonal skills
• - Demonstrate effective organisational skills
• - Ability to work as part of an integrated multi-skilled team member without direct supervision
• - Understanding of Care Navigation and Personalised Care frameworks
• - Knowledge of local healthcare services and community resources.
• - Knowledge of Basic medical terminology
• - Secretarial qualification or demonstrable experience at NVQ Admin level 3, RSA3 or equivalent
• - Understanding of health inequalities and reduction strategies

Experience

• - Experience in telephone triage, reception duties, and patient recalls
• - Leadership or supervisory experience in a healthcare setting
• - Previous call-handling, care navigator experience
• - Experience in mentoring or supervising staff members

Qualifications

• - Minimum GCSE English and Maths or equivalent
• - Completion of accredited care navigation training or willingness to undertake such training.
• - Completion of Personalised Care Institute (PCI) accredited Care Coordination course

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.