Care Navigator

Integrated Care System; Bradford; On-site; GBP 22,000 - 28,000; Full time

Job summary

An Integrated Care System in Bradford is seeking a Care Navigator to enhance patient interactions and improve service efficiency. The ideal candidate will be responsible for managing appointment systems, answering patient inquiries, and providing clerical assistance in a busy healthcare setting. Successful applicants will possess strong IT skills, excellent verbal communication abilities, and a GCSE-level education including essential subjects. This role offers an opportunity to support a diverse patient population within a compassionate team environment.

Qualifications

• GCSE level education including Maths and English or equivalent.
• Customer service experience in NHS primary care preferred.
• Experience with SystmOne or similar systems desirable.

Responsibilities

• Provide a pleasant and efficient service to patients as the first point of contact.
• Supporting patient navigation to the most appropriate service or professional.
• Handling inquiries and booking appointments accurately and efficiently.

Skills

Basic IT skills

Verbal communication skills

Customer service experience

Education

GCSE level education including Maths and English

NCQ Customer Care qualification

Tools

SystmOne

Job description

Here at Dr Gilkar & Partners, we are looking to recruit a care navigator to join our busy and diverse growing practice. The opportunity covers both our main surgery at Little Horton Lane and our branch surgery based in the Woodroyd Centre. As part of our friendly team, you will be responsible for providing a pleasant and efficient service to our patients, being the face of the practice.

Main duties of the job

Based firstly at Little Horton Lane, you will work as part of a team responsible for delivering a high-quality, patient-focused, efficient service as the first point of contact for our patients. You will be expected to demonstrate excellent communication and customer skills and show empathy when required. You will be proficient in IT and able to work in a busy, challenging environment.

Duties and responsibilities include:

• Maintaining and monitoring the practice appointment system
• Processing telephone requests for appointments and visits, ensuring callers are directed to the appropriate healthcare professional
• Processing and distributing incoming and outgoing mail
• Taking messages and passing on information
• Filing and retrieving paperwork
• Processing repeat prescriptions in accordance with practice guidelines
• Initiating contact with and responding to requests from patients, other team members, and healthcare agencies
• Providing clerical assistance to practice staff, including filing, photocopying, and scanning

About us

The practice has approximately 8,000 patients within the diverse BD5 area. We are part of PCN 6, a fast-growing primary care network. We are a welcoming and friendly team looking for a pleasant and experienced care navigator to join us.

Job responsibilities

The Care Navigator is the first point of contact for patients contacting the GP surgery via telephone, face-to-face, or online consults. The role aims to optimize the patient journey, managing requests appropriately while delivering excellent service.

The role involves:

• Supporting patient navigation to the most appropriate service or professional
• Answering calls efficiently and courteously, providing clear information
• Handling general inquiries, explaining procedures, and booking appointments
• Providing effective reception services to patients and visitors
• Registering new patients promptly and accurately
• Managing telephone communications, including diverting calls and taking messages
• Entering and confirming patient information into the system
• Accessing patient records to manage appointments and queries, using SystmOne
• Completing tasks on SystmOne to communicate with patients and colleagues
• Filing, retrieving paperwork, and scanning medical records
• Processing repeat prescriptions according to guidelines
• Data entry, collation, and recording of information
• Managing incoming and outgoing mail

Please note a full list of responsibilities is within the attached job description.

Person Specification

Qualifications

• GCSE level education including Maths and English or equivalent (essential)
• A level education (desired)
• Higher Education (desired)
• NCQ Customer Care qualification
• SystmOne knowledge (desirable)

Experience

• Experience answering high-volume telephone calls
• Customer service experience
• Experience working directly with the public in NHS primary care
• Teamwork and initiative experience
• Experience with SystmOne or similar systems
• Experience in healthcare settings

Skills

• Basic IT skills
• Keyboard skills
• Literacy skills
• Verbal communication skills