Care Navigator

Bedford Street Surgery; Milton Keynes; On-site; GBP 20,000 - 26,000; Part time

Job summary

Bedford Street Surgery is seeking an experienced Care Navigator / Receptionist to join our busy GP practice across Bedford Street and Furzton Medical Centre. You will manage front desk queries face to face, by phone or online, delivering patient‑focused care with empathy and professionalism.

You will support the navigator team, cover absences, handle admin tasks including registrations, prescriptions and appointment bookings, and help maintain GDPR compliant processes while working as part of a

Qualifications

• GCSE English and Maths at grade A-C.
• Care Certificate or NHS experience preferred.
• Strong English communication skills (written and spoken).
• IT literacy with basic software knowledge (Word/Excel).
• Ability to work well in a team and independently when needed.
• Experience in a GP practice or healthcare setting is desirable.

Responsibilities

• Process and signpost patient requests with empathy and professionalism.
• Coordinate appointments, follow-ups and care navigation.
• Answer calls promptly and manage enquiries at reception.
• Process prescriptions and patient registrations in line with policy.
• Maintain reception area and assist clinical staff as required.

Skills

Driving Licence

Customer care

English proficiency

IT literacy

Teamwork

SystmOne

GP practice experience

Education

GCSE English and Maths (A-C)

Care Certificate or NHS experience

Tools

SystmOne

Job description

Are you an experienced and empathetic person looking to play a vital role in primary care? Our busy and friendly GP practice is seeking a dedicated Care Navigator / Receptionist to join our team and ensure the smooth running of our front desk and patient care.

The role will be based across the main practice at Bedford Street Surgery and the branch site at Furzton Medical Centre and will include handling patient requests with empathy face to face, by phone or through online consultation services to deliver high-quality, patient focused care. The role will support the care navigator team in covering absence so flexibility to work different shifts and at short notice will be essential. You will work 30 hours a week with regular hours of work. This will be underpinned by your need to provide flexible working to cover staff absences.

The role requires someone with motivation and compassion who is able to deliver exceptional care, work independently and as part of a team, multitask and work calm and effectively under pressure to ensure our patients feel heard and supported.

The role will include admin responsibilities which include processing prescriptions, registering patients, handling clinical follow ups with patients and patient communications.

Main duties of the job

Support the care navigator team in processing admin requests on a daily basis and provide patients with information and support whilst adhering to gdpr. Deliver a high-quality, patient-focused service with empathy, compassion and advice.

Coordinate patient appointments, follow-ups, and care navigation

Ensure the patient calls are answered and responded to in a timely manner

Act as a key point of contact for patients, clinicians, and external partners and signpost to other services.

Process prescriptions in accordance with practice policies

Undertake administrative work which includes composing text messages, contacting patients to attend schedules services and support patients with enquiries.

Attend staff reviews, training and appraisals.

About us

We have two sites, one in Bletchley, Bedford Street Surgery and one in Furzton and are a partnership of five doctors, who serve over 16,200 patients.

Our practice population is continuing to grow as is our staffing. We have a variety of staff at both of our sites, including 7 gps, practice nurses, nurse practitioners, health care assistants, paramedics, pharmacists and specialist nurses offering a mdt team where we meet monthly to discuss patient care. In administration we have a care coordinator team and a care navigator team who work to provide health care appointments, follow ups and care signposting. Our teams are supported by secretaries, Care Coordinator Manager, a finance team and practice manager and an Assistant Practice Manager.

Job responsibilities

The followingare the core responsibilities of the Care Navigator. There may be, on occasion,a requirement to carry out other tasks; this will be dependent on factors suchas workload and staffing levels:

• Processand effectively signpost patients to the appropriate healthcare professionaldepending on the presenting conditionb
• Answerincoming phone calls, transferring calls or dealing with the callers requestsappropriately in a welcoming, professional and empathetic manner.Processpatient requests for appointments.Processrepeat prescription requested.
• Initiatecontact with and respond to requests from patients, team members and externalagencies.Enterread-code data on the clinical system.Photocopydocumentation as required ensuring rooms are displayed with correct information.
• Dataentry of new and temporary registrations and relevant patient information asrequired.Inputdata into the patients healthcare records as necessary.Directrequests for information, e.g. SAR, insurance/solicitors letters and DVLAforms, to the supervisors.
• Manageall queries as necessary in an efficient manner.Carryout system searches as requested.Maintaina clean, tidy, effective working area at all times.Monitorand maintain the reception area and noticeboards.Supportall clinical staff with general tasks as requested. Process waiting lists and recall systems forpatient clinics

Person Specification

Skills & Personal Qualities

• Full UK Driving Licence.
• Excellent customer care and communication skills.
• Strong command of the English language, both written and spoken.
• IT literacy, with proficiency in basic software such as Microsoft Word and Excel.
• Ability to work effectively as part of a team and provide evidence of teamwork skills.
• Knowledge of Systm one
• Previous experience working in a GP practice or similar healthcare setting.

Experience

• Working within a NHS or Care Home setting
• Empathy and compassion
• A desire to help people
• Experience of working in a GP practice

Qualifications

• GCSE grade A-C in English and maths
• Care Certificate or experience in a NHS setting

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.