Care Navigator/Administrator

North Swindon Practice; Swindon; On-site; GBP 21,000 - 27,000; Full time

Job summary

North Swindon Practice is seeking a full-time Care Navigator/Administrator to join the front-of-house and admin team across two sites. You will be the first point of contact for patients and manage bookings to support clinicians and the wider team.

The role requires excellent communication, discretion with patient information, and proficiency with clinical systems to ensure smooth day-to-day operation of the practice.

Qualifications

• Strong communication skills and ability to stay calm under pressure.

Responsibilities

• Welcoming patients and managing queries in person, by telephone and online.
• Booking and managing appointments using clinical systems.
• Supporting administrative processes such as scanning, coding, and correspondence.
• Signposting patients to appropriate services per practice protocols.
• Providing support to clinicians and the wider administrative team.
• Ensuring patient confidentiality and data protection at all times.

Skills

Strong communication skills

Job description

North Swindon Practice is a busy, friendly and forward thinking GP Practice operating across two sites: Home Ground Surgery and Crossroads. We are committed to providing high quality, patient-centered care to our local community. We are looking to recruit a full time Care Navigator/Administrator to join our dedicated team. 37 hours per week, Mon-Fri with a finish time of 18:30 and this is non-negotiable. This is a key front of house and administrative role supporting patients, clinicians, and the wider practice team. Previous applicants need not apply. This is a fast-paced and sometimes highly stressful environment, where strong communication skills and the ability to remain calm under pressure are essential. You will be the first point of contact for our patients and play a vital part in ensuring the practice runs smoothly day-to-day.

Key Responsibilities

• Welcoming patients and managing queries in person, by telephone and online
• Booking and managing appointments using clinical systems
• Supporting administrative processes such as scanning, coding, and correspondence
• Signposting patients appropriately in line with practice protocols
• Providing support to clinicians and the wider administrative team
• Ensuring patient confidentiality and data protection at all times

Care Navigation & Patient Support

• Provide a warm, professional first point of contact for all patients.
• Use active signposting to direct patients to the most appropriate clinician, service or resource in line with practice protocols.
• Manage incoming telephone calls and online requests, ensuring urgent issues are identified and escalated promptly.
• Assist patients in understanding digital access routes ie online systems and NHS App.
• Communicate clearly, sensitively and respectfully when supporting vulnerable or distressed patients.

Reception Duties

• Welcome patients and manage face to face enquiries at the reception desk.
• Book, amend and manage appointments using clinical systems.
• Process prescription requests, sick notes, referrals and other administrative tasks following practice guidelines.
• Handle payments and issue receipts where applicable.
• Maintain a calm, organised front desk environment, even during busy periods.

Administrative Support

• Process and route incoming clinical correspondence, pathology results, and documentation.
• Perform accurate scanning, coding and workflow management using digital systems.
• Maintain patient records in line with practice and NHS data standards.
• Support administrative projects such as audits, data quality improvement and service development.

Confidentiality & Compliance

• Adhere to strict confidentiality and data protection policies at all times.
• Respect patient privacy and maintain secure handling of all personal data.
• Follow practice policies, health and safety procedures, safeguarding standards and infection control protocols.

Communication & Teamwork

• Work collaboratively within a multidisciplinary team, supporting colleagues and sharing information effectively.
• Attend staff meetings, mandatory training and development sessions.
• Demonstrate a positive, flexible attitude and willingness to support the wider team during periods of high demand.