Care Navigator

NHS; Bristol; On-site; GBP 22,000 - 26,000; Full time

Job summary

A renowned health center seeks a dedicated Care Navigator to join its friendly reception team. This vital role involves supporting patients with appointments, managing queries, and ensuring a seamless experience across both health center sites. Candidates should possess strong communication skills, a passion for patient care, and relevant academic qualifications to excel in a supportive and dynamic environment.

Benefits

Pension schemes

Cycle-to-work schemes

Wellbeing resources

Flexible working patterns

Refurbished breakout room with free snacks

Qualifications

• Previous experience working with people.
• Driven to provide excellent patient experience.
• Experience in primary care preferred.

Responsibilities

• Act as the first point of contact for patients, offering support face-to-face and by phone.
• Manage appointment systems and booking for clinicians.
• Handle administrative tasks and maintain patient records.

Skills

Patient support

Communication

Teamwork

Calmness under pressure

Education

GCSEs including Mathematics and English

Job description

The Old School Surgery and UWE Healthcentre Frenchay are looking to appoint a highly motivated Care Navigator to enhance and support our friendly reception team.

This post is for up to 37.5 hours per week, with full and part-time options considered. The role involves a mixture of early shifts (7.00am start) and late shifts (7.00pm finish). Candidates must be available to work these shifts, and all work pattern requests will be considered. The position may include very occasional Saturdays.

You will be required to work across both sites based on business needs.

Unfortunately, we do not offer sponsorship for this role.

Main duties of the job

• Being a first point of contact for patients, offering support and guidance face-to-face or by telephone.
• Handling administrative tasks, processing documents from third parties, prescriptions, GP requests, and more.
• Maintaining a friendly and welcoming attitude, remaining calm and professional in difficult situations.
• Using our online patient access system (Klinik) to monitor requests and triage patients.
• Booking appointments for GPs and clinicians, ensuring accurate information is provided.
• Passing accurate messages to doctors and staff.
• Managing telephone queries and acting as liaison with GPs and clinicians.
• Participating in training and maintaining confidentiality at all times.
• Performing any other duties reasonably expected of the role.

About us

We promote teamwork and support, offering access to wellbeing resources, social groups, a refurbished break room with free coffee, fruit, snacks, and more. We also provide pension schemes, cycle-to-work schemes, outdoor sun terraces, and host themed events and wellbeing activities. We are flexible with working patterns and love working here, and we believe you will too!

Job responsibilities

Primary Responsibilities

• Maintain and monitor the appointment system.
• Book appointments and home visits per protocols.
• Handle requests for appointments via personal, telephone, or electronic means.
• Manage difficult situations professionally.
• Answer calls, transfer or handle requests appropriately.
• Prioritize urgent cases and direct accordingly.
• Follow protocols for emergency calls and signposting.
• Process mail and incoming/outgoing requests.
• Coordinate with external agencies and manage data entry.
• Support clinical staff and ensure a tidy, effective workspace.

Secondary Responsibilities

• Participate in Significant Event Analysis, performance reviews, and team support.
• Complete opening/closing procedures.

Generic Responsibilities

• Uphold Equality, Diversity & Inclusion principles.
• Ensure safety, health, environment, and fire safety standards.
• Maintain confidentiality at all times.
• Engage in continuous improvement and training.
• Follow practice policies and regional directives.
• Support security and professional conduct standards.
• Manage leave appropriately and adapt to role changes as needed.

Person Specification

Experience

• Previous experience working with people.
• Driven to provide excellent patient experience.
• Experience in primary care preferred.

Qualifications

• GCSEs or equivalent, including Mathematics and English at grade C or above.

Disclosure and Barring Service Check

This role requires a DBS check in accordance with the Rehabilitation of Offenders Act (Exceptions Order) 1975.