Senior Care Navigator: Patient Access & Service Ops

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

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.