Senior Care Navigator

Primary Care 24; Grimsby; On-site; GBP 26,000 - 38,000; Full time

Job summary

Primary Care 24 (PC24) is seeking a Senior Practice Care Navigator to support day-to-day reception and administrative services at Garston and Netherley GP Practices. You will be the first point of contact for complex patient enquiries and operational issues, helping improve access and patient pathways.

You will guide reception and admin colleagues, coordinate workflows, monitor appointment utilisation and contribute to workforce development and service resilience.

Qualifications

• GCSE Level C in literacy and numeracy, or equivalent work-based experience.
• Relevant training or experience in care navigation, reception, administration or customer service.
• Training or understanding of information governance, confidentiality, safeguarding, and health and safety requirements.
• Excellent communication and customer service skills.
• Ability to problem-solve and think clearly in pressured situations.

Responsibilities

• Providing day-to-day guidance and support to reception and administrative colleagues.
• Acting as the local point of contact for operational queries and supporting communication between the practice team and Group Practice Manager.
• Coordinating reception workflows and service cover to maintain operational efficiency.
• Resolving on-site operational issues and escalating risks appropriately.
• Monitoring appointment utilisation and promoting appropriate GP appointment diversion where suitable.
• Working with clinical and non-clinical teams to support smooth patient pathways.
• Supporting induction of new starters and identifying training needs, maintaining an accurate skills matrix to support development of a flexible, responsive non-clinical workforce.

Skills

Communication skills

Customer service

Problem solving

Education

GCSE Level C in literacy and numeracy

Job description

PC24 are looking for a Senior Practice Care Navigator to support the day-to-day delivery of reception and administrative services at our Garston and Netherley GP Practices. Acting as the first point of contact for escalation of complex patient enquiries and operational issues, you will support patient access and service improvement initiatives, workforce development and service resilience.

Main duties of the job

What will I be doing?

• Providing day-to-day guidance and support to reception and administrative colleagues.
• Acting as the local point of contact for operational queries and supporting communication between the practice team and Group Practice Manager.
• Coordinating reception workflows and service cover to maintain operational efficiency.
• Resolving on-site operational issues and escalating risks appropriately.
• Monitoring appointment utilisation and promoting appropriate GP appointment diversion where suitable.
• Working with clinical and non-clinical teams to support smooth patient pathways.
• Supporting induction of new starters and identifying training needs, maintaining an accurate skills matrix to support development of a flexible, responsive non-clinical workforce.

About us

About usPrimary Care 24 (PC24) is a not-for-profit social enterprise established in 2004, predominately delivering NHS contracts. The majority of our surplus is reinvested in patients and staff. We believe that primary healthcare should be accessible for everyone and are committed to delivering the best quality care we can, challenging social exclusion and working locally, where and when we can, to support our communities. We combine the best of the NHS with social enterprise innovation, developing solutions for NHS primary care and caring for our clinicians so that they can, in turn, care for our patients.

Job responsibilities

Contract: Permanent, Full Time (37.5 hours per week)

Location: Garston and Netherley

Shifts: Monday - Friday, 7.5 hours per day working either from 07:45 until 15:45 or 10:30 until 18:30.

What do I need?

• GCSE Level C in literacy and numeracy, or equivalent work-based experience.
• Relevant training or experience in care navigation, reception, administration or customer service.
• Training or understanding of information governance, confidentiality, safeguarding, and health and safety requirements.
• Excellent communication and customer service skills.
• Ability to problem-solve and think clearly in pressured situations.

Person Specification

General Requirements

• Please refer to job description above
• Please refer to job description above

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.