Care Navigation Supervisor

Derby Road Practice; Ipswich; On-site; GBP 60,000 - 80,000; Part time

Job summary

A local healthcare practice in Ipswich is seeking a Care Navigator Supervisor to lead their Care Navigation Team in providing exceptional patient service. The role requires strong interpersonal skills and flexibility to accommodate various working hours. Ideal candidates will have experience in healthcare and customer service. This role offers competitive pay and benefits, including NHS pension scheme and flexible working arrangements.

Benefits

Defined benefits scheme

Life insurance

Health service discounts

Minimum 33 days annual leave

Enhanced maternity & paternity terms

Salary sacrifice schemes

Qualifications

• Experience of working in a healthcare environment.
• One year's experience in a busy customer service or reception environment.
• Previous NHS experience preferred.

Responsibilities

• Supervise the Care Navigation Team and ensure team motivation.
• Assist management in resolving patient complaints.
• Coordinate the Care Navigation rota and arrange cover.

Skills

Interpersonal skills

Time management

Communication

Education

GCSE level including Grade C in English and Maths

NVQ level 2 in customer service

Tools

SystmOne

AskMyGP

Job description

We are part of Suffolk Primary Care, which is a group of GP practices delivering patient care across Suffolk. We are seeking to recruit an enthusiastic and flexible care navigator supervisor, with excellent interpersonal skills, to join our fantastic team at The Derby Road Practice in Ipswich.

The vacancy is for 20.25 hours a week; Thursday 08:00-18:30 (10 hours), Friday 07:45-18:30 (10.25 hours). Flexibility is crucial to accommodate training, holidays and occasional sickness.

The Derby Road Practice supports in excess of 19,000 patients from a diverse range of backgrounds. We have an established team with a strong focus on customer service and on developing and nurturing staff in order to deliver excellent standards of patient care. We would love to hear from candidates with healthcare experience. We are also keen to hear from those that can show flexibility and a range of transferable skills.

We use SystmOne and askmyGP to facilitate effective and efficient ways of working.

You should be able to work calmly and professionally as part of a team, with the ability to multi-task. A strong command of written and spoken English with an excellent telephone manner is a must. Good time management skills and the ability to follow protocols and or instruction and attention to detail is essential.

We offer a competitive salary along with other employee benefits, and the opportunity to join the NHS pension scheme.

We plan to hold interviews week commencing 3rd November 2025

Main duties of the job

As a Care Navigator Supervisor, you will ensure the smooth day to day running of the Care Navigation Team, you will be integral in the supervision, support and training of this team.

You will form part of the Care Navigation Team, receiving, assisting and directing patients in accessing the appropriate service in a courteous, efficient and effective way.

You will offer comprehensive support for the practice and act as a focal point for patients and staff.

You will take responsibility for the organisation and coordination of the Care Navigation Team processes and ensure all related duties and tasks are completed within agreed timeframes.

You will offer general assistance to the practice team and project a positive and friendly image.

About us

Suffolk Primary Care (SPC) is a forward-thinking partnership of GP surgeries across Suffolk. Our collaborative approach enables doctors and staff to share resources, ensuring the continued delivery of high-quality healthcare.

We are committed to equal employment opportunities and encourage applications from all qualified individuals.

Benefits of Working with SPC

• Defined benefits scheme
• Life insurance
• Family benefits, including adult dependents & children's pensions
• Ill health benefits

Electric Car Salary Sacrifice Scheme:

• Fully comprehensive insurance, servicing, tyres & breakdown cover
• Up to £2,000 annual SPC contribution (subject to conditions)

Flexible Working Arrangements:

GP remote working options to accommodate personal commitments

Additional Benefits:

• Health service discounts, including a complimentary Blue Light Card for new starters
• Minimum 33 days annual leave (inclusive of bank holidays) for full-time employees, with enhancements for long service
• Enhanced maternity & paternity terms
• Salary sacrifice schemes for technology, homewares, cycling, and gym memberships

At SPC, we invest in our staff’s professional growth and well-being, fostering a positive work environment that benefits both our team and the communities we serve.

Job responsibilities

Key Responsibilities

Care Navigator Supervisor

Provide leadership support to the Care Navigation Team, this includes answering queries from team members and directing queries to the appropriate members of the wider practice team if required.

Ensure the Care Navigation team is motivated, to monitor the quality of the work being completed and be able to provide guidance and support to the team to improve standards where required.

Be an approachable member of the practice team, and seek to resolve issues that arise where possible, escalating to line managers where appropriate.

Assist the Practice Management Team in managing patient complaints. Communicate with the patient as and when required to try and resolve patient complaints where possible. If this is not possible, you will gather as much information as possible and explain to patients the complaints procedure.

Work with the Reception Team Lead to ensure the coordination of the Care Navigation rota and arrange cover for absences.

Support the induction and training of new Care Navigators.

Support the practice in implementing and developing agreed changes, this includes process improvements and ensuring these are embedded into the daily operational running of the practice to improve efficiencies.

Be a point of contact for the Care Navigation Team to report sickness absences.

Undertake any other additional duties appropriate to the post as requested by line managers.

As a Care Navigator

Respond to all queries and requests for assistance from patients and visitors at reception ensuring at all times that enquiries from patients are efficiently and courteously handled.

Ensure that telephones are at all times answered promptly and politely at all times, accurate messages taken and calls passed to the appropriate person as necessary, supplying information as required in a timely fashion.

Complete Care Navigation tasks on SystmOne and AskMyGP and other work streams.

Ensure that scanning and filing is undertaken efficiently and promptly.

Collect any necessary information from the patient for their consultation, deal with any enquiries and provide any information the patient may need.

To frank mail and prepare for posting on a daily basis.

Follow agreed protocols to issues acute/repeat prescriptions

Ensure all new patient registrations and amendments to patient records are entered promptly and accurately onto the computer system.

To book interpreters as and when required for patients.

Advise patients of relevant charges for private services and accept payments

Cover duties of absent members of staff as and when required including cover during breaks when required.

To attend staff meetings as required and participate fully in annual staff appraisal.

Any other duties as deemed appropriate and requested by line managers.

To be flexible in the workplace in terms of hours worked as and when the need arises and be prepared to work across sites.

Carry out start and end of day procedures in line with practice policy and ensure premises are prepared for staff to receive patients and also secured after use.

Person Specification

Qualifications

• Educated to GCSE level (or equivalent) including Grade C in English and Maths
• NVQ level 2 in customer service

Experience

• Experience of working in a healthcare environment
• One year\'s experience in busy customer service or reception environment
• Experience of working in a team
• Confidence to use own judgement based on resourcefulness and local knowledge in response to patient or staff queries
• Previous NHS experience
• Experience of clinical systems, including SystmOne

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.