About this role
Job summary
We are looking for a Care Navigator to join our reception team in a busy GP practice. This is an important front-line role where you will be the first point of contact for patients, providing a professional and welcoming service. You will help patients access the most appropriate healthcare service by effectively signposting and supporting their needs.
Main duties of the job
As a Care Navigator, you will be responsible for managing patient enquiries by telephone and in person, booking and amending appointments, and directing patients to the most appropriate service. You will carry out administrative duties including processing prescription requests, maintaining accurate patient records, and supporting the clinical team with day-to-day operations. You will ensure all information is handled confidentially and in line with data protection policies.
About us
We are a GP practice within the National Health Service providing high-quality primary care services to our local community. Our team is committed to delivering safe, effective, and patient-centred care. We value professionalism, teamwork, and respect, and we are dedicated to creating a supportive working environment that promotes development and wellbeing for all staff.
Job description Job responsibilities
The Care Navigator is a key member of the reception and administrative team within a busy GP practice. The role provides the first point of contact for patients and plays an important part in ensuring they are directed to the most appropriate healthcare service in a timely and efficient manner.
The post holder will be responsible for handling patient enquiries via telephone, email, and face-to-face contact, maintaining a professional and compassionate approach at all times. Duties include booking, amending, and cancelling appointments, processing prescription requests, and supporting the clinical team with day-to-day administrative tasks.
The Care Navigator will use clinical systems to accurately record and update patient information, ensuring all data is handled in line with confidentiality and data protection policies. The role also involves signposting patients to appropriate services such as GPs, nurses, pharmacies, urgent care, or other healthcare providers, following practice protocols.
The post holder will be expected to work as part of a team to ensure smooth patient flow and efficient operation of the practice, while maintaining a calm, organised, and empathetic approach when dealing with patients who may be distressed or unwell.
Key responsibilities include:
Managing incoming patient enquiries in a professional manner
Booking, amending, and cancelling appointments
Processing prescription requests
Maintaining accurate patient records using clinical systems
Signposting patients to appropriate healthcare services
Supporting clinical and administrative staff as required
Adhering to confidentiality and data protection requirements
Providing a high standard of customer service at all times
Person Specification
Qualifications Essential
Experience of working in a customer service or administrative role Experience of dealing with the public in a busy environment Understanding of the importance of confidentiality and data protection
Desirable
Previous experience in a reception or customer-facing role within a busy environment is desirable.
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 The Pine Medical Centre
Address Fredora Avenue
Hayes
Middlesex
UB4 8RD
United Kingdom
Employer's website https://firstcaregp.nhs.uk/the-pine-medical-centre/ (Opens in a new tab)