Care Navigator: Patient Access & Care Coordination

NHS Jobs; Blackburn; On-site; GBP 21,000 - 26,000; Part time

Job summary

NHS Jobs is seeking a part-time Care Navigator to act as the focal point of high-quality communication between patients, clinicians and outside organisations. The role is based primarily at Lambeth Street Surgery with rotations to the Connect Hub at Shadsworth Surgery as part of a new model of care navigation and triage.

The post involves greeting patients, managing appointments, handling queries, and supporting clinical triage workflows under supervision.

Responsibilities

• Greet patients in person and by telephone, dealing with all queries, concerns and appointment requests respectfully and confidentially
• Offer appropriate appointment using EMIS Web, signposting to other professionals or services where necessary
• Handle prescription queries, home visit requests and results following protocols with care and urgency
• Provide information about available services, including new patients registrations
• Manage potentially distressing or difficult conversations with compassion
• Respond to emergencies and arrange ambulances when required
• Deal with patient complaints and feedback, escalating appropriately
• Use active listening and structured questioning to understand a patient's needs and navigate them to the most appropriate service, clinician or resource
• Rotate to the Connect hub at Shadsworth Surgery as part of the team rota, supporting clinical triage workflows under the supervision of clinicians
• Manage and prioritise incoming telephone and online requests (including Patchs) using agreed clinical and non-clinical pathways
• Contribute to the ongoing development of the Connect Hub as a new model of general practice
• Maintain accurate records, update patient details and handle all documents confidentially
• Monitor appointments availability, repeat prescription and documents for clinics
• Mange scanning, coding, filing and shredding of documents
• Ensure the surgery is open, tidy and prepared daily
• Support administrative functions such as mail, stationery orders and GP Tasks
• Provide a link between patients, primary care, secondary care and allied services
• Work with colleagues to ensure smooth handovers and continuity of care
• Contact patients by letter, or telephone when required
• Liaise with GPs, nurses, pharmacists and the wider team so patients received joined-up care
• Complete all mandatory training, including Basic Life Support, Fire Safety, Safeguarding and Information Governance
• Support the induction of new staff and take part in annual appraisal
• Uphold patient confidentiality and data protection (GDPR and Caldicott principles) at all times
• Follow practice policies, including health and safety, infection control and the Chaperone policy
• Act in accordance with the practice's Christian values and Equal Opportunity policy, treating everyone with dignity and respect

Job description

NHS Jobs is seeking a part-time Care Navigator to act as the focal point of high-quality communication between patients, clinicians and outside organisations. The role is based primarily at Lambeth Street Surgery with rotations to the Connect Hub at Shadsworth Surgery as part of a new model of care navigation and triage.

The post involves greeting patients, managing appointments, handling queries, and supporting clinical triage workflows under supervision.