Community Health Navigator

HCRG Care Group; United States; Hybrid; USD 34,000 - 36,000; Full time

Benefits offered by this job

Group pension

Free tea/coffee at base

My Reward Hub discounts

Wages access when needed

Wellbeing support

Learning & development via TheLearning

Innovation funding for ideas

Job summary

HCRG Care Group is seeking a Community Health Navigator to be the first point of contact for patients, carers, and professionals, guiding them to the right community health services. You will handle enquiries via phone, email, and post, signpost appropriately, and manage referrals with confidentiality and accuracy.

The role requires excellent communication, strong administration and IT skills, and the ability to work under pressure in a busy environment.

Qualifications

• GCSE Maths and English (Grade A-C/Level 4 or above) or equivalent qualification.
• Previous administration experience in a busy customer-facing environment.
• Experience using a range of IT systems and databases.
• Strong computer literacy, including Outlook, Word, and Excel.
• Accurate data entry and keyboard skills with excellent attention to detail.
• Excellent verbal and written communication skills, with the ability to communicate effectively with a wide range of people.
• Strong interpersonal skills with a professional, empathetic, and customer-focused approach.
• Ability to work effectively both independently and as part of a team.
• Able to remain calm, flexible, and professional when working in a busy and changing environment.

Responsibilities

• Be the first point of contact for patients, carers, healthcare professionals, and partner organisations accessing Community Health Services.
• Provide compassionate support, information, and signposting, ensuring callers receive the right help at the right time.
• Assess enquiries and referrals, identifying urgent needs and directing individuals to the most appropriate service or healthcare professional.
• Accurately maintain patient records and process referrals, correspondence, and other service information using clinical and administrative systems.
• Coordinate appointments and clinical schedules, ensuring patients are seen within agreed timescales.
• Manage incoming referrals, following established pathways and working closely with clinical teams to support timely patient care.
• Communicate sensitively and professionally with individuals who may be distressed or experiencing complex health and wellbeing challenges.
• Work collaboratively with clinicians and colleagues to deliver a high-quality, responsive, and patient-centered service while maintaining strict confidentiality at all times.
• Be passionate about helping people, enjoy working in a busy and supportive team environment, and thrive on delivering excellent customer service.
• We are looking for a compassionate, organised, and customer-focused individual who is passionate about helping people access the support and services they need.

Skills

Excellent communication

Interpersonal skills

Organisational skills

Attention to detail

Teamwork

Customer-focused

Education

GCSE Maths and English (A-C/Level 4+)

NVQ Level 2 in Administration

NVQ Level 2 in Customer Service

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Every day, people contact our services seeking advice, support, and access to the care they need. As a Community Health Navigator, you will be the reassuring first point of contact, helping patients, carers, and healthcare professionals navigate community health services and ensuring individuals are connected to the right support at the right time. Your work will have a direct impact on patient experience and outcomes across Bath & North East Somerset, Swindon and Wiltshire, helping people access the care and support they need when they need it most.

About the Role

As part of the Community Health Services Single Point of Access (SPA), you will provide a professional, responsive, and compassionate service to members of the public, patients, healthcare professionals, and colleagues. You will manage enquiries received by telephone, email, and post, ensuring every interaction is handled efficiently, sensitively, and with the highest level of confidentiality. You will support callers by providing information, advice, and signposting to appropriate community health services. You will also manage incoming referrals, ensuring they are processed accurately and directed to the most appropriate team in line with established pathways and protocols. This is a fast-paced and rewarding role that requires excellent communication, administration, and organisational skills, alongside a genuine passion for helping others.

Location

Orbital Shopping Park, Swindon

Working Hours

We offer both part-time and full-time positions, with contracted hours between 22.5 and 37.5 hours per week. The service operates 7 days a week between 8:00am and 8:00pm, and successful candidates will be required to work a mixture of early and late shifts to support service delivery. During your induction and probation period, you will be expected to work on-site at our Swindon office to support your training, development, and integration into the team. Following successful completion of your probation period, and once you are fully confident in the role, there may be opportunities to work from home on some days, subject to service needs and manager approval.

Responsibilities

• Be the first point of contact for patients, carers, healthcare professionals, and partner organisations accessing Community Health Services.
• Provide compassionate support, information, and signposting, ensuring callers receive the right help at the right time.
• Assess enquiries and referrals, identifying urgent needs and directing individuals to the most appropriate service or healthcare professional.
• Accurately maintain patient records and process referrals, correspondence, and other service information using clinical and administrative systems.
• Coordinate appointments and clinical schedules, ensuring patients are seen within agreed timescales.
• Manage incoming referrals, following established pathways and working closely with clinical teams to support timely patient care.
• Communicate sensitively and professionally with individuals who may be distressed or experiencing complex health and wellbeing challenges.
• Work collaboratively with clinicians and colleagues to deliver a high-quality, responsive, and patient‑centred service while maintaining strict confidentiality at all times.
• Be passionate about helping people, enjoy working in a busy and supportive team environment, and thrive on delivering excellent customer service.
• We are looking for a compassionate, organised, and customer‑focused individual who is passionate about helping people access the support and services they need. You'll be a confident communicator with excellent administrative and IT skills, able to work effectively in a fast‑paced environment while maintaining accuracy, professionalism, and confidentiality.
• GCSE Maths and English (Grade A-C/Level 4 or above) or equivalent qualification.
• Previous administration experience in a busy customer‑facing environment.
• Experience using a range of IT systems and databases.
• Strong computer literacy, including a good working knowledge of Microsoft Outlook, Word, and Excel.
• Accurate data entry and keyboard skills with excellent attention to detail.
• Excellent verbal and written communication skills, with the ability to communicate effectively with a wide range of people.
• Strong interpersonal skills with a professional, empathetic, and customer‑focused approach.
• Ability to handle sensitive and confidential information with discretion.
• Excellent organisational and time management skills, with the ability to prioritise competing demands.
• Ability to work effectively both independently and as part of a team.
• Able to remain calm, flexible, and professional when working in a busy and changing environment.

Desirable Criteria

• NVQ Level 2 in Administration or equivalent qualification.
• NVQ Level 2 in Customer Service or equivalent qualification.
• Previous experience working within a health or social care setting.
• Understanding of medical terminology.
• Experience of using clinical systems or healthcare databases.
• Knowledge of referral management, appointment booking, or patient administration processes.
• Understanding of the importance of delivering high-quality patient and customer experiences.
• We change lives by transforming health and care.

About Us

Established in 2006, we are one of the UK's leading independent providers of community health and care services, working with health and care commissioners and communities to transform services with a focus on experience, efficiency and improved outcomes. We deliver and transform adult and children community health services, primary care services including urgent care, sexual health, dermatology and MSK services as well as adult social care and wellbeing services. Across England, we support communities of many millions and directly help more than half a million people each year - guided by our simple values: we care, we think, we do. We're committed to equal opportunities and welcome applications from a broad, diverse range of people who want to join our team. We're a Disability Confident Committed company, so we work to provide facilities, work environment adjustments and technical solutions to be as inclusive of everyone. As you'd expect, safeguarding and protecting the children, young people and vulnerable adults that we work with is of the utmost importance so we have policies and procedures in place to promote safeguarding and safer working practices and everyone who joins the team is subject to a safer recruitment process, including the disclosure of criminal records and vetting checks.

As a Community Health Navigator, you'll be part of our valued team at HCRG Care Group. You will feel valued, receiving access to exclusive rewards and benefits including:

• A salary of £25,500 - £27,098 FTE with access to our group pension
• Free tea, coffee and milk at your base location
• Membership of My Reward Hub, giving you access to discounts on every day purchases like grocery shopping as well as cashback and voucher offers for treats for you and those special to you
• Access to your wages as you earn them to help cover life's emergencies and avoid overdraft fees or high interest rates
• Online and face to face help with your mental and physical wellbeing - from healthy recipes and activity challenges through to post trauma support, legal, debt and life management help, as well career coaching and counselling
• Access to eLearning, bespoke career pathways and opportunities for continuing professional development through our 'Outstanding' learning and development team, The Learning Enterprise
• An open, just culture where you're encouraged to have and implement ideas which can help us deliver our purpose: changing lives through transforming health and care - backed up by at least £100,000 of ringfenced innovation funding each year