Care Navigator

Bedminster Family Practice; West of England; Vor Ort; GBP 13.000 - 14.000; Teilzeit

Zusammenfassung

Bedminster Family Practice is seeking a friendly Patient Navigator to join our Care Navigation Team. You will be the first point of contact, helping patients access NHS services, book appointments and access support. This is a fully onsite, part-time role based in South Bristol, offering 21 hours per week with fixed hours.

The position emphasizes excellent customer service, compassionate care, and support to access the right care at the right time, with scope for development within primary care.

Qualifikationen

• Experience in a customer-facing role.
• Ability to work with diverse patients and navigate NHS services.
• Strong communication and listening skills.
• Ability to work as part of a team and support colleagues.

Aufgaben

• Greet patients and visitors professionally.
• Answer calls and respond to inquiries.
• Signpost to appropriate clinician or service.
• Book, cancel and amend appointments using practice systems.
• Process online consultations and patient communications.
• Maintain confidentiality and accurate records.
• Collaborate with GPs, nurses and admin staff.

Kenntnisse

Customer service

Communication

Empathy

Teamwork

Organisation

Ausbildung

GCSE English and Maths

Tools

Microsoft Office

EMIS Web

Jobbeschreibung

Job summary

Bedminster Family Practice is looking for an enthusiastic, compassionate and motivated Patient Navigator to join our friendly and supportive Care Navigation Team.

This is an exciting opportunity for someone who enjoys working with people, providing excellent customer service, and helping patients access the right care at the right time. The successful candidate will be the first point of contact for many patients, helping them navigate NHS services, book appointments, and access appropriate support.

This is a fully onsite role based at our practice in South Bristol.

The post is for 21 hours per week, working the following fixed hours:

• Monday: 10:30am to 7:00pm
• Wednesday: 8:30am to 5:00pm
• Friday: 1:30pm to 6:30pm

The starting salary will be based on the current National Living Wage rate of £12.21 per hour, with a formal salary review after successful completion of a six-month probationary period.

This role offers an excellent opportunity to develop a career within primary care, with future progression opportunities into wider administrative and practice support duties for the right candidate.

Please note: We reserve the right to close this vacancy early if we receive a sufficient number of applications. We therefore recommend that you submit your application at the earliest opportunity to avoid disappointment.

Main duties of the job

The successful candidate will provide high-quality care navigation and reception support as part of our Patient Services Team.

The role will include:

• Welcoming patients and visitors to the practice in a professional and friendly manner.
• Answering incoming telephone calls and responding to patient enquiries.
• Signposting patients to the most appropriate clinician, service or healthcare professional using practice protocols.
• Booking appointments accurately using practice clinical systems.
• Processing online consultation requests and patient communications.
• Managing patient queries sensitively, professionally and confidentially.
• Supporting patients to access NHS services and community resources.
• Processing incoming correspondence and administrative tasks as required.
• Maintaining accurate patient records in line with information governance requirements.
• Working collaboratively with GPs, nurses, pharmacists and the wider multidisciplinary team.
• Providing excellent customer service while maintaining confidentiality and professionalism at all times.
• Supporting the wider administration team during periods of leave or increased workload.

About us

Bedminster Family Practice is a well-established, friendly and forward-thinking training practice serving approximately 14,000 patients in South Bristol. We are led by three Partners and supported by a large multidisciplinary team including Salaried GPs, Advanced Nurse Practitioners, Practice Nurses, Healthcare Assistants, Pharmacists, Care Navigators and administrative staff.

We are proud of our supportive working environment and our commitment to high-quality patient care. We value every member of our team and encourage learning, development and continuous improvement.

The practice operates from modern, purpose-built premises close to Bristol city centre and is an active member of SWIFT Primary Care Network.

We are committed to supporting staff development and offer opportunities for progression and career growth within the practice.

Job description

To receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective manner.

To provide general assistance to the practice team and project a positive and professional image to patients and visitors, whether in person, online or via telephone.

Responsibilities include:

• Providing reception cover and welcoming patients to the practice.
• Answering incoming telephone calls and dealing with enquiries appropriately.
• Signposting patients to the most appropriate service using agreed practice protocols.
• Booking, cancelling and amending appointments.
• Processing electronic requests and online consultations.
• Managing patient queries and resolving issues wherever possible.
• Liaising with hospitals, community services and other healthcare providers.
• Maintaining confidentiality and complying with practice information governance policies.
• Supporting clinicians and the wider administrative team with routine administrative tasks.
• Processing incoming correspondence and workflow tasks.
• Monitoring practice communication systems and responding appropriately.
• Contributing positively to team working and practice improvement initiatives.
• Undertaking any other reasonable duties appropriate to the role.

Progression Opportunities

We are committed to developing our staff and supporting career progression. Following successful completion of training and probation, there will be opportunities for the successful candidate to develop additional skills and progress into wider administrative and practice support responsibilities as vacancies and service needs arise. This may include document management, referral administration, clinical administration and other GP support duties.

Person Specification

Knowledge

• Understanding of the importance of confidentiality and data protection.
• Awareness of the need to provide excellent customer service.
• Understanding of equality, diversity and inclusion.
• Awareness of the importance of accurate record keeping.

Desirable Knowledge

• Understanding of General Practice and NHS services.
• Knowledge of Care Navigation principles.
• Awareness of local NHS and community services.

Experience

• Previous experience of working in a customer‑facing role.
• Experience of dealing with a high volume of enquiries by telephone and face‑to‑face.
• Experience of working as part of a team.
• Experience of using computer systems and Microsoft Office applications.

Desirable Experience

• Previous experience working in a GP practice, NHS setting or other healthcare environment.
• Experience of appointment booking systems.
• Experience of using EMIS Web, Docman, Klinik or similar clinical systems.
• Experience of administrative duties within a busy office environment.

Skills and Abilities

• Excellent communication and interpersonal skills.
• Ability to remain calm and professional when dealing with challenging situations.
• Strong listening skills and ability to gather relevant information sensitively.
• Ability to prioritise workload and work effectively under pressure.
• Good keyboard and IT skills.
• Ability to work accurately and pay attention to detail.
• Ability to work independently and as part of a team.
• Able to demonstrate empathy and compassion when dealing with patients.
• Ability to maintain strict confidentiality.
• Reliable, punctual and professional at all times.

Desirable Skills and Abilities

• Ability to support service improvement initiatives.
• Confidence using multiple digital systems simultaneously.
• Experience of handling difficult conversations or complaints.

Other

• Ability to work the required fixed hours in person:
• Monday 10:30am to 7:00pm
• Wednesday 8:30am to 5:00pm
• Friday 1:30pm to 6:30pm
• Able to provide occasional additional cover for annual leave and sickness where reasonably required.

Qualifications

• Good standard of general education including GCSEs (or equivalent) in English and Mathematics.
• Willingness to undertake role‑related training.

Desirable Qualifications

• Customer service qualification.
• NVQ Level 2/3 in Business Administration or Customer Service.
• Care Navigation training or willingness to complete.

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.

Employer details

Employer name

Bedminster Family Practice

Address

Regent Road

Bedminster

BS3 4AT

United Kingdom

Employer's website