Care Navigator

Story Terrace Inc.; Stafford; On-site; GBP 14,000 - 21,000; Full time

Benefits offered by this job

27 days annual leave (pro-rata)

NHS Pension Scheme

Enhanced family leave

Enhanced sick pay

Job summary

Story Terrace Inc. is seeking a Care Navigator to support the practice clinical team at Castlefields Surgery, Stafford. The role involves signposting patients to appropriate healthcare professionals and performing reception duties to ensure a courteous, efficient service.

You will handle inquiries, manage appointments, process prescriptions requests, and contribute to public health campaigns. Essential attributes include clear communication, empathy, and experience in primary care.

Qualifications

• Experience working in a primary care setting.
• Excellent communication skills.
• Clear & polite telephone manner.
• Problem-solver with the ability to process information accurately and effectively.
• Sensitive and empathetic in distressing situations.

Responsibilities

• Signpost patients to appropriate healthcare professionals and services.
• Answer incoming calls and handle appointment requests.
• Process repeat prescription requests and data entry for registrations.
• Input patient data into healthcare records as required.
• Support clinical staff with general tasks and mandatory training.

Skills

Experience in primary care

Excellent communication

Clear telephone manner

Problem solving

Empathy in distressing situations

Education

Healthcare qualification (level 2) or equivalent

Tools

EMIS

Job description

Job role: Care Navigator

Job type: Permanent

Working hours: 1 x full-time 37hrs a week

1 x part-time 20hrs a week (10hours on Tuesday and 10hours on Thursday)

Salary: £12.71 per hour

Location: Castlefields Surgery, Castle Way, Newport Road, Stafford ST16 1BS

About Us

We are a rapidly growing GP-led organisation with a mission to ensure that all patients have

access to comprehensive, coordinated and continuous care within a sustainable primary care

system. We appreciate that our whole primary care system is struggling, which is causing a

negative effect on patient care and staff happiness. We believe that we can turn this around by

reimagining how primary care is delivered from the ground up by placing a focus on data

insights, technology and clinical innovation. Ultimately, we want to improve patient access,

patient experience and health outcomes to significantly increase the quality of care for our

patients. However, we can only build the best primary care service there is if our colleagues are

happy, empowered and supported within an excellent working environment. If you believe that

there are ways to drastically improve the way primary care is delivered for both patients and

staff alike and you want to be a part of this; then we would love to meet you and tell you more

about our plans.

Job role overview:

To support the practice clinical team by signposting patients to the appropriate healthcare

professional or service, working as part of the practice’s multidisciplinary team. The Care

Navigator will also be expected to undertake reception duties as part of the role, supporting the

administrative team in delivering a polite and professional service to the entitled patient

population.

Duties include but are not limited to:

• Process and effectively signpost patients to the appropriate healthcare professional,
• depending on the presenting condition
• Answer incoming phone calls, transferring calls or dealing with the callers’ requests
• appropriately
• Process patient requests for appointments
• Process repeat prescription requests
• Initiate contact with and respond to requests from patients, team members and external
• agencies
• Photocopy documentation as required
• Data entry of new and temporary registrations and relevant patient information as
• required
• Input data into the patients’ healthcare records as necessary
• Direct requests for information, e.g., SAR, insurance/solicitors’ letters and DVLA forms,
• to the administrative team
• Manage all queries as necessary in an efficient manner
• Carry out system searches as requested
• Maintain a clean, tidy, effective working area at all times
• Monitor and maintain the reception area and noticeboards
• Support all clinical staff with general tasks as requested
• Undertake all mandatory training and induction programmes
• Attend a formal appraisal with their manager at least every 12 months. Once a
• performance/training objective has been set, progress will be reviewed on a regular
• basis so that new objectives can be agreed
• Contribute to public health campaigns (e.g., flu clinics) through advice or direct care

Skills and experience:

Essential:

• Experience working in a primary care setting
• Excellent communication skills
• Clear & polite telephone manner
• Problem-solver with the ability to process information accurately and effectively,
• interpreting data as required
• Sensitive and empathetic in distressing situations

Desirable:

• Experience working as a care navigator
• Experience using EMIS
• Healthcare qualification (level 2) or working towards gaining equivalent level

Benefits:

• 27 days annual leave (pro-rata) plus 8 bank holidays (pro-rata)
• NHS Pension Scheme
• Enhanced family leave
• Enhanced sick pay

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such

will be necessary for a submission for the Disclosure to be made to the Disclosure and Barring

Service (formerly known as CRB) to check for any previous criminal convictions.