Senior Care Navigator

NHS; Cheltenham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A local healthcare provider in Cheltenham seeks a Senior Care Navigator. You will support patients navigating NHS services and train the reception team. Candidates must have at least 2 years of experience and strong organisational skills. This role involves managing operations and ensuring compliance with training. A supportive and friendly environment awaits those with a passion for healthcare.

Qualifications

• Minimum of 2 years Care Navigator experience in a GP practice using SystmOne.
• Strong organisational skills with the ability to prioritise and manage competing demands.
• High attention to detail and commitment to patient confidentiality.

Responsibilities

• Provide training and support to care navigators.
• Assist patients in navigating NHS services.
• Lead reception operations and manage workloads.
• Ensure compliance with mandatory training and staff records.
• Support patient engagement and feedback.

Skills

Independent work

Prioritization and delegation

Ability to work under tight deadlines

Effective communication

Leadership and mentoring

Education

Good standard of education with literacy and numeracy skills

Qualifications at A level standard

Tools

SystmOne

Job description

Sixways Clinic has an exciting opportunity to join our team as a Senior Care Navigator.

Are you passionate about providing an excellent service for NHS Patients and have at least 2 years of experience as a care navigator?

Then we would love you to apply to join our team.

Main duties of the job

Provide training, mentorship, and ongoing support to care navigators.

Assist patients in navigating NHS services, in person, by phone, or via online consultations.

Lead reception operations, including managing repeat prescriptions, online consultations, and non-NHS administrative tasks.

Monitor staff workloads and performance, identifying opportunities to streamline processes and improve efficiency.

Ensure compliance with mandatory training, maintain accurate staff records, and report significant events.

Support patient engagement by promoting online services and responding to feedback.

Contribute to practice-wide projects, initiatives, and meetings.

About us

Sixways Clinic is a friendly GP Practice in Cheltenham Spa. We serve just over 11,000 patients and aim to provide the highest level of care at all times. We have six GP Partners, two Salaried GPs, 2 ANPs, a strong Nursing Team, Admin Team and Care Navigation Team.

Our team is supportive and friendly, and we are looking for a hardworking Senior Care Navigators to join and support us in continuing our work provide healthcare to our local community.

Job responsibilities

Key Responsibilities

• Support, train and mentor reception staff, ensuring the team consistently delivers a high-quality, patient-focused service.
• Encourage and empower staff to use initiative and problem-solve effectively.
• Monitor performance and suggest improvements to enhance service delivery.
• Manage reception team rotas, ensuring appropriate cover and fair allocation of breaks.

Operational Management

• Oversee all reception duties, ensuring enquiries are handled courteously and efficiently.
• Ensure timely completion of tasks including prescription requests and online consultation forms.
• Manage repeat prescription processing to ensure accuracy and efficiency.
• Supervise the management of non-NHS and insurance-related work.
• Define, delegate and monitor workload in line with changing practice needs.

Quality, Compliance & Reporting

• Monitor daily tasks outstanding on SystmOne, escalating concerns to the Operations Manager as needed.
• Ensure all reception staff complete mandatory training and maintain up-to-date knowledge.
• Record and monitor staff absence on GP TeamNet.
• Ensure relevant significant events relating to reception services are logged and reported.

Patient Experience & Service Development

• Ensure reception services contribute positively to patient satisfaction.
• Encourage uptake of online services among patients.
• Identify opportunities to improve efficiency and generate additional practice income.
• Monitor and respond to the practice generic email account when required.

Other Duties

• Attend practice meetings including in-house PLT and Clinical Meetings.
• Assist with the safe management of patient records, including paper notes.
• Support health, safety and security standards as outlined in the Practice Health & Safety Policy.
• Assist with searches for QOF activities and LD checks
• Undertake other ad-hoc tasks as directed by the Practice Manager.
• Minimum of 2 years Care Navigator experience in a GP practice using SystmOne.
• Strong organisational skills with the ability to prioritise and manage competing demands.
• Effective communicator with proven leadership and mentoring skills.
• Proactive, adaptable and confident in problem-solving.
• High attention to detail and commitment to patient confidentiality

Confidentiality

• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, and other healthcare workers. The post holder may also have access to confidential information related to the business. All such information from any source is to be regarded as strictly confidential.
• Information relating to patients, carers, colleagues, other healthcare workers or the business may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Person Specification

Skills

• Ability to work independently
• Ability to prioritise and delegate
• Ability to work to tight deadlines in a fast-paced environment

Experience

• Two years experience as a care navigator at a GP surgery with systmOne
• Any previous managerial experience

Qualifications

• Good standard of education with literacy and numeracy skills
• Qualifications at A level standard

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.