Care Navigator

Nhs View All Jobs; Arlesey; On-site; GBP 22,000 - 28,000; Full time

Job summary

The NHS GP Practice is seeking a Care Navigator to provide patient-centered reception and administrative support, handling registrations, triage forms, appointments and paper prescriptions while ensuring confidentiality and GDPR compliance.

You will work in a busy multidisciplinary team, with responsibilities including opening/closing the practice, covering for staff, and supporting extended access services; strong communication is essential.

Qualifications

• Good general standard of education, including literacy and numeracy skills.
• Customer service qualification or relevant training.
• NVQ Level 2 or equivalent in Customer Service, Administration or Healthcare.
• Experience in customer service focused role.
• Experience dealing with the public, face to face and via telephone.
• Experience in a busy, fast-paced environment.
• Experience in healthcare NHS or GP practice setting.
• Experience with appointment booking or reception work.
• Experience using SystmOne.

Responsibilities

• Act as the first point of contact for patients, carers and visitors, both in person and via telephone.
• Register new patients in accordance with practice policies and NHS requirements.
• Complete and process triage forms to support clinical assessment.
• Allocate, book and manage patient appointments, directing to appropriate service.
• Provide patients with accurate information regarding practice services and access routes.
• Process paper prescriptions in line with practice procedures and confidentiality.
• Maintain and update patient records accurately and timely.
• Ensure data handling complies with GDPR and confidentiality standards.
• Open and/or close the practice as required and provide cover for staff absence.
• Support extended access services and working hours outside core practice times.
• Maintain a courteous, calm and professional manner with distressed patients.
• Adhere to practice policies, NHS guidelines and participate in training.

Skills

Customer service

Communication

Teamwork

Education

Literacy and numeracy

Tools

SystmOne

Job description

The Care Navigator will provide a high-quality, patient-focused service and will be responsible for a range of administrative and reception duties, including:

• Registering new patients and ensuring patient records are accurately maintained
• Completing and processing triage forms to support appropriate clinical decision-making
• Allocating, booking and managing patient appointments across clinical services
• Processing paper prescriptions in line with practice procedures
• Opening and/or closing the practice as required
• Providing cover for alternative working patterns during periods of staff absence
• Supporting the smooth day-to-day running of the practice while maintaining patient confidentiality at all times, The Care Navigator is a key member of the practice team and acts as the first point of contact for patients, carers and visitors. The post holder will provide a professional, welcoming and efficient reception and administrative service, supporting the smooth day-to-day running of the practice and ensuring patients are appropriately directed to the correct service or clinician.

The role requires excellent communication skills, a patient-centred approach and the ability to work effectively as part of a busy multidisciplinary team.

Main Duties and Responsibilities

Patient Services

• Act as the first point of contact for patients, carers and visitors, both in person and via telephone
• Register new patients in accordance with practice policies and NHS requirements
• Complete and process triage forms accurately to support appropriate clinical assessment
• Allocate, book and manage patient appointments, ensuring patients are directed to the most appropriate service
• Provide patients with accurate information regarding practice services and access routes

Administrative Duties

• Process paper prescriptions in line with practice procedures and confidentiality requirements
• Maintain and update patient records accurately and in a timely manner
• Ensure all data is handled in accordance with GDPR and patient confidentiality standards
• Support general administrative tasks as required to ensure the efficient operation of the practice

Practice Support

• Open and or close the practice in line with agreed procedures
• Provide cover for alternative working patterns during periods of staff absence
• Support extended access services where required, including working additional hours outside of core practice times

General Responsibilities

• Maintain a courteous, calm and professional manner at all times, particularly when dealing with distressed or unwell patients
• Adhere to all practice policies, procedures and NHS guidelines
• Participate in training and team meetings as required
• Contribute to a positive, supportive and inclusive working environment

Working Hours

The role operates the following fixed working pattern: Monday to Friday, 1:00pm 6:30pm. Additional hours may be requested to support extended access services outside of core practice hours, subject to service requirements.

Confidentiality

In the course of seeking treatment, patients entrust the practice with sensitive personal information. The Care Navigator must respect patient confidentiality at all times and comply with data protection legislation and practice policies.

Person Specification

Qualifications Essential

• Good general standard of education, including literacy and numeracy skills

Desirable

• Customer service qualification or relevant training
• NVQ Level 2 or equivalent in Customer Service, Administration or Healthcare

Experience Essential

• Experience of working in a customer service focused role
• Experience of dealing with the public, both face to face and via telephone
• Experience of working in a busy, fast-paced environment

Desirable

• Experience working in a healthcare, NHS or GP practice setting
• Experience of appointment booking or reception based work
• Experience using SystmOne

Main Duties and Responsibilities

Patient Services

• Act as the first point of contact for patients, carers and visitors, both in person and via telephone
• Register new patients in accordance with practice policies and NHS requirements
• Complete and process triage forms accurately to support appropriate clinical assessment
• Allocate, book and manage patient appointments, ensuring patients are directed to the most appropriate service
• Provide patients with accurate information regarding practice services and access routes

Administrative Duties

• Process paper prescriptions in line with practice procedures and confidentiality requirements
• Maintain and update patient records accurately and in a timely manner
• Ensure all data is handled in accordance with GDPR and patient confidentiality standardsSupport general administrative tasks as required to ensure the efficient operation of the practice

Practice Support

• Open and or close the practice in line with agreed procedures
• Provide cover for alternative working patterns during periods of staff absence
• Support extended access services where required, including working additional hours outside of core practice times

General Responsibilities

• Maintain a courteous, calm and professional manner at all times, particularly when dealing with distressed or unwell patients
• Adhere to all practice policies, procedures and NHS guidelines
• Participate in training and team meetings as required
• Contribute to a positive, supportive and inclusive working environment

Working Hours

The role operates the following fixed working pattern: Monday to Friday, 1:00pm 6:30pm. Additional hours may be requested to support extended access services outside of core practice hours, subject to service requirements.

Confidentiality

In the course of seeking treatment, patients entrust the practice with sensitive personal information. The Care Navigator must respect patient confidentiality at all times and comply with data protection legislation and practice policies.

Person Specification

Qualifications Essential

• Good general standard of education, including literacy and numeracy skills

Desirable

• Customer service qualification or relevant training
• NVQ Level 2 or equivalent in Customer Service, Administration or Healthcare

Experience Essential

• Experience of working in a customer service focused role
• Experience of dealing with the public, both face to face and via telephone
• Experience of working in a busy, fast-paced environment

Desirable

• Experience working in a healthcare, NHS or GP practice setting
• Experience of appointment booking or reception based work
• Experience using SystmOne

We are a NHS GP practice committed to delivering high-quality, patient-centred care to our local community. Our multidisciplinary team works collaboratively to provide safe, effective and compassionate services. We value teamwork, continuous improvement and staff wellbeing, and we strive to create a positive and inclusive working environment where all team members feel supported and respected.