Care Navigator

The Methodist Church in Britain; Retford; On-site; GBP 22,000 - 26,000; Full time

Job summary

Crown House Surgery is seeking a Care Navigator to guide patients to the right clinician or service and to support the clinical team. You will be the first point of contact for the practice's online services, guiding patients, signposting and coordinating outcomes, with appointment booking and record handling.

The role is 37 hours across five days, with a late finish on Wednesday, and the surgery serves around 11,600 patients.

Qualifications

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

Responsibilities

• Signpost patients to the appropriate healthcare professional based on their presenting condition.
• Act as the main point of contact for patients using online services, guiding them through their care and the services available.
• Support the clinical team in coordinating outcomes for patients.
• Handle patient records, schedule appointments and log all interactions accurately.
• Receive, assist and direct patients in person and by telephone, take messages and monitor and respond to the generic NHSmail inbox.
• Identify urgent patients without an appointment and see them in a calm, logical and non-disruptive way.
• Action repeat prescription requests so they are ready within 48 hours.
• Safety-net pathology results where a clinician has asked for action, such as a repeat test or appointment.
• Enter home visit requests and refer them to the usual or duty doctor per practice procedure.
• Book new and follow-up appointments, coils, implants and minor surgery.
• Advise patients of charges for private services, accept payment and issue receipts.
• Update patient demographics, including through PDS updates, and resolve discrepancies.

Skills

Excellent communication

Time management

Policy compliance

Work under pressure

Empathy

Problem solving

Education

Five GCSEs including maths & English

Tools

Microsoft Office (Outlook, Word, Excel)

Job description

Crown House Surgery is recruiting a Care Navigator to help patients reach the right clinician or service, working alongside its clinical team. The post is the first point of contact for patients using the practice's online services, signposting them and coordinating outcomes with clinicians, alongside appointment booking and record handling. The role is 37 hours across five days, with a late finish on Wednesday, and the surgery serves around 11,600 patients. Candidates need five GCSEs including maths and English, or equivalent, and interviews are planned for November 2026.

What the job involves

• Signpost patients to the appropriate healthcare professional based on their presenting condition
• Act as the main point of contact for patients using online services, guiding them through their care and the services available
• Support the clinical team in coordinating outcomes for patients
• Handle patient records, schedule appointments and log all interactions accurately
• Receive, assist and direct patients in person and by telephone, take messages and monitor and respond to the generic NHSmail inbox
• Identify urgent patients without an appointment and see them in a calm, logical and non-disruptive way
• Action repeat prescription requests so they are ready within 48 hours
• Safety-net pathology results where a clinician has asked for action, such as a repeat test or appointment
• Enter home visit requests and refer them to the usual or duty doctor per practice procedure
• Book new and follow-up appointments, coils, implants and minor surgery
• Advise patients of charges for private services, accept payment and issue receipts
• Update patient demographics, including through PDS updates, and resolve discrepancies

What’s required

Qualifications

• Five GCSEs including maths and English at grade C or above, or equivalent

Experience

• Working in a busy customer service and admin role
• Providing good patient or customer care
• Working in a multi-disciplinary team
• Using Microsoft Office, including Outlook, Word and Excel

Skills & knowledge

• Excellent verbal and written communication, understanding patient needs
• Effective time management, planning and organising
• Following clinical policy and procedure
• Working under pressure in stressful situations
• Sensitivity and empathy in distressing situations
• Problem-solving and processing information accurately

Other

• Good interpersonal skills
• Working as a team member and autonomously
• Polite, confident, flexible, cooperative and motivated
• Punctual and committed to supporting the team
• High levels of integrity and loyalty

Nice to have

• Experience of working in a primary care environment
• Experience of working in a healthcare setting
• Clinical knowledge and terminology
• SystmOne user skills
• Active signposting or Care Navigator training qualification
• Customer service qualification (NVQ) or equivalent