About this role
Job summary
Bexley Group Practice is looking for a caring, organised and proactive Care Coordinator/Care Navigator to join our friendly and supportive team.
This is a rewarding role where you'll help patients access the right services, coordinate their care and work closely with healthcare professionals across primary, community and secondary care. Every day offers the opportunity to make a positive impact on patients' health and wellbeing.
The role is currently a 17 hour post which will be Monday 1.30 - 6.30pm, Thursday 7.45 - 1.45pm and Friday 7.45 - 1.45pm however given the right candidate there may be opportunity to increase the hours.
Main duties of the job
As a Care Coordinator/Care Navigator, you will support patients to access the right care by coordinating services across primary, community and secondary care. You will work with our multidisciplinary team to ensure patients, particularly those with long-term conditions or complex needs, receive personalised care.
Alongside your care coordination responsibilities, you will provide a professional and welcoming reception service as the first point of contact for patients and visitors.
Key responsibilities include:
Coordinating patient care and following up referrals, appointments and care plans.
Supporting patients to access health, social care and voluntary services through information and signposting.
Liaising with GPs, clinicians, hospitals, community teams and external organisations.
Maintaining accurate patient records and updating EMIS Web.
Providing a friendly, efficient reception service for patients in person and by telephone.
Booking, amending and cancelling appointments using EMIS Web.
Responding to patient enquiries and directing them to the appropriate clinician or service.
Processing requests, correspondence and administrative tasks confidentially and efficiently.
Working with the wider team to ensure the smooth running of the practice and high-quality patient care.
About us
Serving over 14,000 patients, we are a high-performing GP practice with an excellent reputation for delivering outstanding patient care, consistently achieving high QOF and local incentive scheme outcomes. You'll work alongside an experienced multidisciplinary team including GPs, an Advanced Clinical Practitioner, Physician Associate, Pharmacist, Nursing Team, Mental Health Practitioner and a strong administrative team, all committed to providing the highest standard of care.
Job description Job responsibilities Job Summary
The Care Coordinator/Care Navigator will play a key role in supporting the delivery of high-quality, patient-centred care by helping patients access the right services at the right time. The post holder will coordinate care for patients, particularly those with long-term conditions, frailty or complex health needs, working closely with the multidisciplinary team and external healthcare providers.
The role also includes reception and administrative duties, providing a professional and welcoming first point of contact for patients and visitors. The successful candidate will be expected to work flexibly across both care coordination and reception functions to support the efficient day-to-day running of the practice.
Main Duties and ResponsibilitiesCare CoordinationCoordinate care for identified patients, ensuring timely follow-up of referrals, investigations and care plans.Support patients to access appropriate health, social care and voluntary sector services.Signpost patients to services that best meet their individual needs.Liaise with GPs, clinicians, hospitals, community services, social care providers and other healthcare professionals to support joined-up care.Assist with personalised care planning and ensure patients are involved in decisions about their care.Monitor patient pathways and escalate concerns where appropriate.Maintain accurate patient records using EMIS Web and other relevant systems.Support the practice in achieving quality improvement initiatives, QOF and enhanced service requirements where appropriate.Reception and Patient ServicesProvide a courteous, professional and compassionate reception service.Welcome patients and visitors to the practice.Answer incoming telephone calls promptly and deal with enquiries efficiently.Book, amend and cancel appointments using EMIS Web in accordance with practice protocols.Signpost patients to the most appropriate clinician or service.Process prescription requests, registrations and other patient documentation as required.Manage incoming and outgoing correspondence.Ensure patient information is handled confidentially and in accordance with GDPR and practice policies.Support the smooth day-to-day running of reception and administrative services.Administrative DutiesMaintain accurate electronic patient records.Process referrals, hospital correspondence and other clinical documentation as directed.Assist with administrative tasks supporting the clinical team.Ensure all work is completed accurately and within agreed timescales.Participate in practice meetings and training sessions.Undertake any other reasonable administrative duties appropriate to the role.Communication and Team WorkingThe post holder will:
Work collaboratively within the multidisciplinary team.Build positive working relationships with colleagues and external organisations.Communicate professionally with patients, carers and healthcare professionals.Demonstrate empathy, discretion and confidentiality at all times.Contribute to a positive and supportive working environment.ConfidentialityThe post holder will have access to confidential patient and practice information and must maintain confidentiality at all times in accordance with GDPR, NHS guidance and practice policies.
Health and SafetyThe post holder is responsible for:
Working in accordance with practice Health and Safety policies.Reporting incidents, accidents and hazards promptly.Maintaining a safe working environment for patients, visitors and colleagues.Equality and DiversityThe post holder will support the practice's commitment to equality, diversity and inclusion, treating all patients and colleagues with dignity, respect and without discrimination.
Infection Prevention and ControlThe post holder must comply with all Infection Prevention and Control policies and procedures and undertake mandatory training as required.
Professional DevelopmentThe post holder will:
Participate in induction, mandatory training and continuing professional development.Attend practice meetings and training events.Participate in annual appraisal and performance reviews.FlexibilityThis job description is intended to provide an outline of the main duties and responsibilities of the post. It is not exhaustive and may be amended following consultation to meet the changing needs of the practice. The post holder may be required to undertake other duties appropriate to the grade of the role.
Person Specification
Experience Essential
Experience of working in a customer-facing role. Experience of working within an administrative environment. Experience of dealing with confidential information. Experience of working as part of a team. Experience of working with a GP surgery.
Desirable
Experience of working in primary care
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.
Employer details Employer name Bexley Group Practice
Address 76-78 Upper Wickham Lane
Welling
Kent
DA16 3HQ
United Kingdom
Employer's website https://www.bexleygrouppractice.co.uk/ (Opens in a new tab)