Patient Experience & Care Navigator

NHS Jobs; Hertford (NC); On-site; USD 23,000 - 26,000; Full time

Job summary

Lea Wharf Medical is seeking a Front of House / Care Navigator to be the welcoming first point of contact for patients. The role includes handling enquiries in person and over the phone, guiding patients to appropriate clinicians, and supporting the team in managing administrative tasks.

The successful candidate will maintain confidentiality, follow governance procedures, and participate in ongoing training to assist the wider practice team.

Responsibilities

• Welcome patients and visitors and manage reception enquiries.
• Answer incoming telephone calls and respond to patient queries.
• Care navigate patients to the most appropriate clinician, service or team using agreed practice pathways.
• Book, amend and cancel appointments in line with practice procedures.
• Support patients with general enquiries, including prescriptions, test results and other administrative requests.
• Accurately record information and maintain patient records on the clinical system.
• Recognise urgent or concerning situations and escape appropriately.
• Manage difficult or sensitive conversations calmly and professionally.
• Maintain patient confidentiality and follow information governance procedures at all times.
• Work closely with clinical and administrative colleagues to support the smooth running of the practice.
• Complete required training and contribute positively to the wider practice team.
• The post holder will not provide clinical advice or make clinical decisions and should seek appropriate support where a patient's needs fall outside agreed care navigation pathways.

Job description

Lea Wharf Medical is seeking a Front of House / Care Navigator to be the welcoming first point of contact for patients. The role includes handling enquiries in person and over the phone, guiding patients to appropriate clinicians, and supporting the team in managing administrative tasks.

The successful candidate will maintain confidentiality, follow governance procedures, and participate in ongoing training to assist the wider practice team.