About this role
Job summary
The Care Navigator is often the first point of contact for patients and visitors to Mortimer Medical Practice and plays a vital role in ensuring patients receive timely access to the most appropriate healthcare professional or service.
The postholder will provide a welcoming, efficient and professional reception and administrative service whilst using care navigation skills to support patients in accessing the right care, at the right time, from the right person.
Working within Practice policies, protocols and NHS guidance, the Care Navigator will contribute to the smooth running of the Practice by delivering excellent customer service, maintaining accurate patient records and supporting both clinical and non-clinical teams.
The role requires excellent communication skills, sound judgement, empathy, confidentiality and the ability to remain calm whilst managing competing priorities within a busy healthcare environment.
Main duties of the job
To deliver a high-quality patient experience by
Acting as the first point of contact for patients, relatives and external agencies. Using Care Navigation principles to direct patients safely and appropriately to the most suitable clinician, healthcare professional or external service. Supporting delivery of the Practice's Total Triage model through effective management of patient contacts. Providing comprehensive reception and administrative support to ensure the efficient operation of the Practice. Maintaining accurate patient records in accordance with Practice procedures, GDPR and NHS information governance requirements. Promoting a positive, professional and compassionate image of Mortimer Medical Practice at all times.
About us
Mortimer Medical Practice is a friendly, well-established GP practice located in rural Kingsland, Herefordshire, serving a diverse and supportive patient population. The practice has two branch sites in nearby Orleton and Leintwardine, all of which are dispensing. With nearly 9,000 patients, we are proud of our reputation for delivering high-quality, patient-centred care within a welcoming and inclusive environment.
Our multidisciplinary team works collaboratively with respect, professionalism and kindness. We foster a positive workplace culture where every team member is recognised for their contribution and encouraged to develop their skills and interests. Staff wellbeing is important to us, and we strive to maintain a supportive atmosphere where colleagues feel valued.
We are committed to continuous improvement and providing excellent clinical care, our team benefits from strong clinical leadership, regular communication and opportunities for ongoing professional development. We encourage learning, share expertise across the practice and support career progression wherever possible.
As a group of smaller community-focused practices, we build meaningful relationships with patients and colleagues. We take pride in knowing our patients and delivering personalised care that makes a real difference to their health and wellbeing.
Mortimer Medical Practice offers an excellent opportunity to develop careers in primary care in a rewarding and fulfilling environment.
Job description Job responsibilities
Principal Duties and Responsibilities
Patient Care Navigation
Welcome patients and visitors in a courteous, professional and compassionate manner.
Assess patient requests using approved Care Navigation principles and Practice protocols.
Signpost patients to the most appropriate clinician, service or healthcare provider according to their needs.
Support patients in accessing a wide range of NHS and community services where appropriate.
Assist patients in understanding the services available both within and outside the Practice.
Escalate urgent clinical concerns immediately in accordance with Practice procedures.
Manage incoming telephone calls, face-to-face enquiries and electronic requests efficiently and professionally.
Book, amend and cancel appointments in accordance with Practice protocols and clinician availability.
Process home visit requests in line with Practice procedures.
Check patients into clinics and manage patient flow throughout the day.
Keep patients informed of delays and changes to appointments.
Ensure consulting rooms and reception areas are prepared and maintained to provide a welcoming environment.
Administrative Responsibilities
Maintain accurate electronic patient records using the Practice clinical system.
Register new patients and update demographic information.
Process repeat prescription requests in accordance with Practice policy.
Respond to authorised requests for test results whilst maintaining strict confidentiality.
Process incoming correspondence and electronic workflow as directed.
Manage tasks generated through Practice systems including EMIS Web, Anima, NHSmail and other approved digital platforms.
Receive and accurately record messages for clinicians and other members of the Practice Team.
Liaise effectively with pharmacies, hospitals, community services and other healthcare providers.
Respond positively and professionally to patient enquiries.
Explain Practice procedures and available services clearly.
Process requests for non-NHS services and collect fees where applicable.
Support patients who may require additional assistance or reasonable adjustments.
Deal sensitively with distressed or anxious patients, escalating concerns when appropriate.
Handle complaints courteously and in accordance with the Practice Complaints Procedure.
Information Governance
Maintain confidentiality at all times.
Comply with GDPR, NHS Confidentiality Code of Practice and Information Governance policies.
Ensure patient information is accurate, secure and handled appropriately.
Health, Safety and Security
Maintain a clean, tidy and safe reception environment.
Follow all Health & Safety, Fire Safety and Infection Prevention and Control procedures.
Report hazards, incidents or security concerns promptly.
Assist with opening and closing procedures as required.
Team Working
Work collaboratively with all members of the multidisciplinary team.
Provide cover for colleagues during periods of absence or increased demand.
Participate in Practice meetings and contribute to service improvements.
Demonstrate flexibility to support the changing needs of the Practice.
Training and Personal Development
Participate in mandatory and statutory training.
Undertake Care Navigation training and continue to develop knowledge of local NHS and community services.
Participate in annual appraisal and personal development planning.
Maintain competence in Practice systems and digital technologies.
General Responsibilities
The duties outlined above are not exhaustive and may change to meet the evolving needs of the Practice. All employees are expected to undertake any reasonable duties consistent with the grade and nature of the post.
Place of Work
The main place of work will be based at Kingsland, but there may be occasional times where travel is required to the practices branch surgeries at Orleton and Leintwardine.
Health & Safety
Working within a healthcare environment, the post-holder must take responsibility for their own and others health, safety and security. This will include, but will not be limited to
All staff within the department adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.
Maintain an up to date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the Practice.
Using personal security systems within the workplace according to Practice guidelines.
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the Practice.
Making effective use of training to update knowledge and skills, and initiate and manage the training of others in these areas.
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial or corrective action where needed.
Actively identifying, reporting on and correcting health and safety hazards and infection hazards immediately when recognised.
Keeping own work areas and general and patient areas generally clean, identifying issues and hazards and risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation, where appropriate, with other staff.
Confidentiality
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include
Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner that is welcoming to the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Personal and Professional Development
The post-holder will participate in any training program implemented by the Practice as part of this employment, such training to include
Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. Quality
The post-holder will strive to maintain quality within the Practice, and will
Alert other team members to issues of quality and risk. Assess their own performance and take accountability for their own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on their own and the teams activities and making suggestions on ways to improve and enhance the teams performance. Work effectively with individuals in other agencies to meet patient needs. Effectively manage own time, workload and resources.Communication
The post-holder should recognise the importance of effective communication within the team and willstrive to
Communicate effectively with other team members. Communicate effectively with patients and carers. Recognise peoples needs for alternative methods of communication and respond accordingly. Notes
This job description provides an overview of the role and is not exhaustive. The post-holder may be asked, following appropriate consultation, to undertake other duties commensurate with the post to meet the changing needs of the Practice. The job description and person specification will be reviewed periodically and may be amended following consultation with the post-holder.
Person Specification
Qualifications Essential
GCSE (or equivalent) in English and Maths at Grade C/Level 4 or above. Good standard of numeracy and literacy
Desirable
Customer Service qualification
Experience Essential
Experience in a customer-facing role. Experience managing confidential information. Experience working under pressure whilst maintaining accuracy.
Desirable
Experience within NHS General Practice or Primary Care. Experience using EMIS Web, Anima or similar clinical systems.
Knowledge Essential
Understanding of excellent customer service. Awareness of confidentiality and data protection. Good IT skills.
Desirable
Knowledge of Care Navigation principles. Understanding of Total Triage. Knowledge of NHS services and Primary Care pathways.
Skills and Abilities Essential
Excellent communication skills. Active listening. Ability to prioritise workload. Good organisational skills. Attention to detail. Professional telephone manner. Ability to deal with challenging situations calmly.
Desirable
Experience of conflict resolution. Confidence supporting patients with digital services.
Personal Qualities Essential
Friendly and approachable. Empathetic. Reliable. Professional. Flexible. Team player. Positive attitude. Able to maintain confidentiality. Resilient under pressure.
Desirable
Commitment to continuous improvement and service development.
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 Mortimer Medical Practice
Address Kingsland
Leominster
Herefordshire
HR6 9QL
United Kingdom
Employer's website https://www.mortimergpsurgery.co.uk/ (Opens in a new tab)