Care Navigator GP Practice

ICO HEALTH GROUP; Bromley; On-site; GBP 22,000 - 28,000; Full time

Job summary

A local healthcare provider in Bromley is seeking a GP Care Navigator to provide patient-facing support in a busy GP practice. The role involves managing patient enquiries, supporting healthcare services, and performing administrative tasks to enhance patient experience and care delivery. Candidates should have strong communication skills and experience working with patients, ideally in a healthcare setting. This full-time position offers a chance to contribute positively to patient care in the NHS.

Qualifications

• Experience in customer services.
• Experience of working with patients.

Responsibilities

• Greet patients and manage enquiries.
• Book, amend, and cancel appointments.
• Liaise with healthcare professionals for patient care.

Skills

Strong communication and interpersonal skills

Compassionate and patient-centred

Organised, adaptable, and IT literate

Knowledge of NHS systems and confidentiality standards

Education

NVQ Level 2 or 3 in Customer Service/Business Admin

Tools

EMIS Web

Job description

Job summary

GP Care Navigator Role Summary

This role is based in ICO Health Group and involves providing front-line, patient-facing support in a busy GP practice. You will manage patient enquiries, signpost to appropriate services, and perform key reception and administrative duties to improve patient access, experience, and the efficiency of care delivery within the NHS.

Key Responsibilities

• Patient Access & Support: Greet patients in person, by phone or online; book, amend, and cancel appointments and home visits; assess patient needs and signpost to the most appropriate healthcare professional or service (e.g. GP, nurse, pharmacy, social prescribing); promote self-care and direct patients to community or voluntary sector services where appropriate.
• Reception & Administrative Duties: Manage patient registration (new and temporary patients); process prescription requests; maintain accurate and timely patient records using clinical systems such as EMIS Web; handle correspondence, emails, and messages; provide clerical support including data entry, scanning, filing, and maintaining supplies.
• Care Coordination: Liaise with GPs, nurses, allied health professionals and external agencies to support patient care; follow up with patients on behalf of the clinical team and relay test results or information as required; help coordinate care across multiple services, especially for those with complex needs.

Skills, Experience & Attributes

• Strong communication and interpersonal skills
• Compassionate and patient-centred
• Organised, adaptable, and IT literate
• Knowledge of NHS systems and confidentiality standards

Person Specification

Experience

Essential

• Experience in customer services
• Experience of working with patients

Desirable

• At least two years experience working in GP practice

Qualifications

Essential

• Excellent communication skills
• Compassionate and patient-centred
• Strong organisational skills
• Ability to work under pressure
• Good IT skills and accuracy
• Team player with a proactive attitude

Desirable

• Experience with EMIS Web or similar system
• Knowledge of local health & social services
• Previous NHS or healthcare experience
• NVQ Level 2 or 3 in Customer Service/Business Admin
• Understanding of NHS policies and procedures

Knowledge & Skills

• Commitment to confidentiality and data protection
• Willingness to undertake training and personal development
• Flexibility to cover colleagues during leave or busy periods, including occasional evenings or weekends
• Commitment to NHS values and equality, diversity and inclusion
• Excellent customer service skills; ability to work under pressure and in a team
• Care and attention to work at all times

Desirable

• Experience in GP practice, NHS setting, or healthcare environment
• Familiarity with clinical systems such as EMIS Web
• Knowledge of local health, social care, and voluntary sector services
• Understanding of NHS structures, referral processes and care pathways
• Caldicott principles / safeguarding awareness
• NVQ Level 2 or 3 in Customer Service, Business Administration, or Health & Social Care
• Care Navigation or Health Coaching training (or willingness to complete it)
• IT qualification or training (e.g., ECDL or equivalent)
• Multilingual abilities or proficiency in community languages
• Conflict resolution or de-escalation skills

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a Disclosure to check for any previous convictions may be required.

Employer details

Employer name: ICO HEALTH GROUP

Address: Moorside Surgery, 7-9 Moorside Road, Bromley, Kent, BR1 5EP

Employer's website: https://www.icohealthgroup.co.uk/