Digital Navigator

NHS Jobs; Hertford (NC); On-site; USD 22,000 - 33,000; Full time

Job summary

NHS Jobs is seeking a capable admin role to handle digital requests and eConsults, coordinate appointments and maintain patient records.

The role requires strong communication with patients and clinicians, ensuring efficient workflows and confidentiality in line with practice policies.

Responsibilities

• Monitor and process incoming eConsults and other digital requests.
• Direct requests to the appropriate clinician, team or service.
• Process administrative requests and book appointments where appropriate.
• Identify and escalate urgent or clinical requests in line with practice procedures.
• Monitor outstanding requests and ensure appropriate follow-up.
• Maintain accurate patient records.
• Contact patients by telephone, text or other approved methods when required.
• Provide clear information about appointments, services and next steps.
• Support patients to access the most appropriate service.
• Deal with patient queries professionally and sensitively.
• Work closely with clinical and administrative colleagues.
• Support the management of digital and administrative workflows.
• Prioritise workload effectively and raise concerns where necessary.
• Provide wider administrative support to the practice when required.
• The post holder will maintain patient confidentiality, comply with information governance requirements and follow all relevant practice policies and procedures. They will complete required training, participate in team meetings and development activities, and contribute to the effective and safe running of the practice.

Job description

Working hours 38 hours per week with a 1-hour unpaid lunch break each day Monday -07:00am - 15:30pm Tuesday -07:00am - 15:30pm Wedenesday -07:00am - 15:30pm Thursday -07:00am - 15:30pm Friday -07:00am - 16:00pm

Main Duties and Responsibilities

Digital Requests and eConsults

• Monitor and process incoming eConsults and other digital requests.
• Direct requests to the appropriate clinician, team or service.
• Process administrative requests and book appointments where appropriate.
• Identify and escalation urgent or clinical requests in line with practice procedures.
• Monitor outstanding requests and ensure appropriate follow-up.
• Maintain accurate patient records.

Patient Communication

• Contact patients by telephone, text or other approved methods when required.
• Provide clear information about appointments, services and next steps.
• Support patients to access the most appropriate service.
• Deal with patient queries professionally and sensitively.

Teamwork and Administration

• Work closely with clinical and administrative colleagues.
• Support the management of digital and administrative workflows.
• Prioritise workload effectively and raise concerns where necessary.
• Provide wider administrative support to the practice when required.

General Responsibilities

The post holder will maintain patient confidentiality, comply with information governance requirements and follow all relevant practice policies and procedures. They will complete required training, participate in team meetings and development activities, and contribute to the effective and safe running of the practice.