Care Navigator

Hughenden Valley Surgeries; High Wycombe; On-site; GBP 20,000 - 25,000; Full time

Job summary

A healthcare practice in High Wycombe is looking for a Care Navigator to join their team. The role involves being the first point of contact for patients and guiding them to the right services. Responsibilities include managing appointments, supporting the dispensary team, and assisting with digital services. Suitable candidates will have strong communication skills and a compassionate approach. Training is provided, along with opportunities for career advancement. This position is critical in enhancing patient experience in a friendly environment.

Qualifications

• Good standard of written and spoken English.
• Training or certification in customer service or administration.
• Experience in a customer-facing or administrative role.

Responsibilities

• Provide a welcoming first point of contact for patients.
• Use care navigation protocols to signpost patients.
• Book and manage appointments using clinical systems.

Skills

Excellent communication and interpersonal skills

Ability to remain calm under pressure

Strong organisation and attention to detail

Professional and patient-centred

Good IT skills

Education

Good general level of education (GCSE or equivalent)

Good standard of written and spoken English

Tools

EMIS Web

Docman

Job description

Hughenden Valley Surgery is seeking a reliable, motivated, and patient-focused Care Navigator to join our reception and patient support team. We are a two-site GP practice (Hughenden Valley Surgery and Chequers Surgery, Prestwood) caring for approximately 12,500 patients.

Care Navigators provide the first point of contact for patients and play a key role in directing people to the most appropriate service or clinician. The postholder will work across both sites and will also work closely with our in-house dispensing pharmacy to support patient enquiries and medication management processes.

Main duties of the job

• Provide a welcoming, professional first point of contact for patients in person and by telephone
• Use care navigation protocols to signpost patients to appropriate clinicians, services, or external providers
• Book, amend, and manage appointments using the practice clinical system
• Support the dispensary team with medication queries, messages, and workflow where appropriate
• Process prescription requests, forms, registrations, and general administrative tasks
• Assist patients with NHS App usage, online consultation platforms, and digital prescription services
• Maintain patient confidentiality in accordance with GDPR and NHS Information Governance
• Work as part of the wider administrative and multidisciplinary team to ensure smooth service delivery
• Participate in mandatory training, team meetings, and service improvement initiatives
• Provide flexible cover to support both practice sites when required

About us

• Two-site GP practice: Hughenden Valley Surgery and Chequers Surgery (Prestwood)
• Approximately 12,500 patients
• Multidisciplinary team including GPs, nurses, HCAs, pharmacists, physiotherapists, and an in-house dispensing pharmacy
• Supportive, friendly working environment with clear development pathways

Job responsibilities

• Excellent communication and interpersonal skills
• Good IT skills and ability to learn new systems
• Ability to remain calm under pressure
• Strong organisation and attention to detail
• Professional, compassionate, and patient-centred
• Ability to follow protocols and use initiative appropriately
• Ability to work across both practice sites
• Previous experience working in a GP practice (training can be provided)
• Experience using EMIS Web and/or Docman
• Understanding of care navigation and primary care pathways
• Experience working in a dispensary or pharmacy environment

Training and Development

Training will be provided for EMIS Web, Docman, care navigation, digital support and dispensary-related processes.

There are opportunities to progress into:

• Senior administrator / lead care navigator roles
• Phlebotomy training
• Clinical support roles

Other Information

The postholder must maintain strict confidentiality, undertake mandatory training, and comply with all practice policies and NHS requirements.

Person Specification

Skills and Personal Attributes

• Excellent communication and interpersonal skills
• Ability to remain calm under pressure
• Strong organisational skills and attention to detail
• Ability to follow protocols and use initiative appropriately
• Compassionate, professional, and patient-centred approach
• Ability to work across both practice sites as required
• Commitment to confidentiality and GDPR compliance
• Willingness to undertake additional training (e.g., secretarial work, phlebotomy, digital support, care navigation, leadership)
• Interest in career progression within the practice

Qualifications

• Good general level of education (GCSE or equivalent)
• Good standard of written and spoken English
• Training or certification in customer service or administration
• EMIS Web or Docman training (training can be provided)
• Care Navigation training (can be provided)

Experience

• Experience in a customer-facing or administrative role
• Experience using computer systems and digital tools
• Experience working as part of a team
• Experience managing busy or challenging situations
• Experience working in a GP surgery or NHS environment
• Experience using EMIS Web and/or Docman
• Experience working with or supporting a dispensing pharmacy
• Experience supporting patients with NHS App or online consultation systems

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.