Care Navigator

Offer general assistance to the Practice team and project a positive, professional and friendly image to patients and other visitors, either in person or via the telephone Receive, assist and direct patients in accessing the appropriate appointment and service or healthcare professional in a courteous, efficient and effective way Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of clerical support to clinical staff and other members of the Practice team Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies, As part of our Care Navigator team you will have the opportunity to offer general assistance to the Practice, patients and other visitors, undertaking a variety of administrative duties and assisting in the smooth running of the Practice. The role also offers an opportunity to the successful candidate to develop and progress within the Practice team.
The successful candidate will work as part of team delivering our front of house services, this includes opening and closing the surgery, booking appointments, processing repeat prescriptions and samples.
Previous experience of working in a GP practice reception would be an advantage and the successful candidate must have a good standard of numeracy and literacy and be computer literate. Excellent interpersonal and communication skills, both verbal and written, are essential. You should have a great telephone manner and be able to demonstrate an excellent level of customer service skills. You should be able to work on your own initiative and as part of a team and be reliable and able to operate effectively in a pressured environment. Sound understanding of the need for professional confidentiality is a must.

The Care Navigator work schedule is as follows:
Monday, Wednesday and Friday 7.30 am to 12.30 pm and 2 to 5.30 pm
Tuesday and Thursday 8 am - 12.30 pm and 2 - 6.30 pm.

Main Duties

The duties and responsibilities to be undertaken by members of the Practice Care Navigator team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of any Manager, dependent on current and evolving Practice workload and staffing levels:

• Appropriately processing telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional/service


• Processing repeat prescription requests and ensuring that they are ready for the patient within 48 hours, in accordance with practice guidelines


• Processing and recording patient information on the clinical computer system in accordance with Practice procedures


• Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers


• Dealing with all general enquiries, explaining procedures and making new and follow-up appointments with the correct clinician/service.


• Using own judgment and communication skills to ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.


• Explaining practice arrangements and formal requirements to new patients and those seeking temporary cover and ensuring procedures are followed.


• Receiving and making telephone calls as required. Diverting calls and taking messages, ensuring accuracy of detail and prompt, appropriate delivery.


• Advising patients of relevant charges for private services, accepting payment and issuing receipts for same.


• Retrieval and re-filing of records as required, ensuring strict alphabetical order is maintained


• When required, opening up premises at the start of the day when first to arrive, de-activating alarm and making all necessary preparations to receive patients


• When last to leave at the end of the day, ensuring that the building is totally secured, internal lights are off and the alarm activated


• Having a thorough knowledge of all practice procedures


• Working in accordance with written protocols


• Processing clinical samples for collection by courier


• Providing administration assistance to Practice staff as required from time to time, including filing and photocopying


• Providing refreshments for staff and visitors as required; keeping the kitchen area clean and tidy and keeping working areas, notice-boards and leaflet dispensers tidy and free from obstructions and clutter


• Provide cover for colleagues during periods of annual leave and sickness and adopt a flexible approach to working


• Undertaking any other additional duties appropriate to the post as requested by the Partners or Manager.


• Recording daily clinical fridge data in accordance with practice procedures


• Completing mandatory and required training in a timely manner


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.

Welcome to your opportunity to join our friendly, efficient Care Navigator team at St Wulfstan Surgery. Our Surgery has an excellent reputation with patients and scored an 'Outstanding' award from the Care Quality Commission. Our Care Navigator team scored exceptional results in the latest national GP Patient Survey 2023, which reported that 99% of patients find it easy to get through to the practice by telephone and 99% find the Care Navigator Team helpful. This ranks St Wulfstan surgery 10th out of 6,402 surgeries in England.