Health Navigator & Practice Administrator

NHS Jobs; West of England; On-site; GBP 21,000 - 24,000; Full time

Job summary

Fallodon Way Medical Centre is seeking a Health Navigator & Practice Administrator to act as the first point of contact for patients, both face-to-face and by phone. You will assess requests, direct patients to the right clinician, and maintain accurate records in EMIS.

The role also involves coordinating appointments, recalls, and admin tasks while ensuring GDPR compliance and collaboration with the wider clinical team.

Qualifications

• Provide welcoming first point of contact for patients, in person and by phone.
• Direct patients to the most appropriate clinician or service using judgement.
• Maintain accurate patient records and coding within the clinical system.
• Adhere to GDPR and information governance requirements.
• Collaborate with GPs, nurses, pharmacists and admin colleagues.

Responsibilities

• Health Navigation and Reception: welcome patients and assess requests.
• Book appointments accurately using EMIS and coordinate appointment types.
• Review online consultations and manage recalls, inboxes and admin tasks.
• Monitor and action EMIS tasks, Docman workflow and Accurx responses.
• Support contractual and clinical requirements through efficient administration.

Skills

Communication

Problem-solving

Teamwork

Customer service

Confidentiality

Tools

EMIS

Accurx

Docman

Nurse Matrix

Community Pharmacy Pathways

Job description

Health Navigator & Practice Administrator

Main Duties and Responsibilities Health Navigation and Reception Act as a welcoming first point of contact for patients, both in person and by telephone. Assess patient requests and confidently direct patients to the most appropriate clinician or healthcare service. Provide clear, professional and compassionate communication in line with practice policies. Use sound judgement and problem-solving skills to respond appropriately to patient enquiries. Utilise practice navigation resources, including Accurx, the Nurse Matrix and Community Pharmacy Pathways, to ensure safe and consistent patient navigation. Review and action incoming online consultations via Accurx. Book appointments accurately using EMIS, ensuring patients are allocated to the appropriate clinician and appointment type. Arrange telephone, face-to-face and nursing appointments according to clinical need and practice protocols. Maximise appointment utilisation by booking efficiently and minimising unused clinical time. Ensure patients are booked into appropriate QOF and vaccination appointments where applicable. Practice Administration Review, code and workflow all incoming patient correspondence (paper and electronic), including post, Docman and Accurx. Maintain accurate and up-to-date patient records within EMIS, including summarising new patient records and coding key clinical information. Action urgent clinical documents promptly, ensuring they are filed accurately within the patient record. Monitor and manage shared inboxes relating to workflow, coding, recalls and clinical administration. Manage a varied workload of clinical administrative tasks, including patient recalls, invitations, reviews, clinical searches, coding and correspondence to support contractual and clinical requirements. Update and maintain patient records using the clinical system, ensuring accurate coding and documentation. Monitor and action EMIS tasks, Docman workflow, Accurx responses, website enquiries and practice email inboxes throughout the day. Team Working Work collaboratively with GPs, nurses, pharmacists, care coordinators and administrative colleagues. Build positive working relationships with internal and external healthcare professionals. Demonstrate flexibility by supporting colleagues during periods of annual leave or sickness where reasonably practicable. Participate in team meetings, mandatory training and continuous professional development. Maintain confidentiality and always comply with GDPR and Information Governance requirements. Additional Information This job description outlines the principal duties and responsibilities of the role but is not exhaustive. Duties may change in response to the evolving needs of the Practice and the wider NHS. Any significant changes will be discussed with the post holder before implementation. Fallodon Way Medical Centre is committed to equality, diversity and inclusion and welcomes applications from all suitably qualified candidates. We are dedicated to