About this role
Job summary
We are seeking an enthusiastic and reliable Care Navigator to join our friendly team. Previous experience in General Practice would be beneficial but is not essential, as full training and ongoing support will be provided.
This is a part-time position of 15 hours per week, working Mondays (8:00am-6:30pm) and Wednesdays (1:00pm-6:30pm). In addition, you will also undertake an extra 6.5 hours per week providing maternity cover between November 2026 and September 2027 (day to be confirmed).
The successful candidate will also participate in a Saturday rota alongside 15 colleagues, working 9:00am-12:00pm, paid at time and a half. Attendance at a monthly protected team meeting (held on Tuesdays from 1:00pm) is required.
Please note that start and finish times are fixed to meet the needs of the practice and are non-negotiable. Flexibility is essential, as you will be expected to provide cover for annual leave and sickness at short notice. Applications will not be considered from candidates who are unable to meet this requirement.
We welcome informal visits or conversations about the role. If you would like to arrange this, please contact Zoe, Reception Supervisor, on 01772 282700.
Main duties of the job
Working as part of our Care Navigation Team, you will be assisting patients on reception with appointments, prescriptions and queries, plus also supporting our clinical team with all of administrative tasks that come with running a busy GP practice.
Strong communication skills are essential, along with the ability to work effectively under pressure in a busy environment.
About us
We like to think that North Preston Medical Practice is a great place to work.
Our staff are dedicated to providing the absolute best care for our patients and supporting each other whilst doing this.
Working over our 2 sites (Ingol & Fulwood) you will be a member of a very dedicated team which includes 9 GP's, 1 Advanced Nurse Practitioner, 4 Practice Nurses, 1 Nurse Associate, 3 HCAs, 1 Clinical Pharmacist and a team of Pharmacy Technicians, plus a very supportive and friendly administrative team.
Job description Job responsibilities
Clinical and Administrative Work:
1. Develop and maintain effective working relationships with all other employees and contractors at the Practice.
2. Support and uphold an open, positive and honest working culture.
3. Answer the telephone to enquiries and make outgoing calls to patients and other agencies as required.
4. Greet patients in person, working to put them at ease and giving any explanations within your competency.
5. Make and change appointments as required.
6. Use email & phone to communicate with patients and other agencies.
7. Keep the reception and waiting areas in a smart and orderly fashion.
8. Handle payments to the practice by card, cash and cheque.
9. Keep records of financial transactions.
10. Support completion of insurance forms and other types patient plan forms.
11. Report all significant events, including near misses for inclusion in the practice Risk Register.
12. Practice the highest standards of confidentiality when dealing with all aspects of patient information.
13. Participate in activities required to assess compliance with CQC Fundamental Standards.
14. Participate in the maintenance of a Practice Complaints System, and in resolving complaints, and in improving service.
15. Use all equipment in accordance with published instructions and guidelines.
16. Report to the Practice Manager any faults or safety worries with equipment and the premises.
17. Opening and distribution of practice post.
18. Liaise with secondary care providers and arranging transport as necessary.
19. Dealing with repeat prescription requests.
20. Assisting patients with registrations and processing the paperwork.
21. Dealing with all incoming and outgoing patient notes.
22. Maintaining patient electronic medical records. Accessing information when required.
23. Daily preparation of clinical rooms. Ensuring surgeries are stocked with the necessary paperwork and forms to enable their surgeries to proceed without interruption.
24. Maintaining and encouraging adequate security measures, ensuring all clinic rooms are locked when not in use.
25. Supporting and encouraging other members of the Practice team.
26. Maintaining the Health and Safety of all staff, patients and visitors.
27. Any other duties as requested by the Doctors or management team.
Employment:
1. Give agreed notice of periods of absence and leave.
2. Participate in regular reviews of personal development plans and remuneration.
3. Co-operate in maintaining a staffing roster for providing adequate levels of care within the Practice.
5. Co-operate and work with other employees to ensure a seamless journey for patients through different aspects of their care.
6. Assist management with maintaining compliance with agreed standards.
7. Promote and implement all the Practice policies and procedures.
8. Co-operate in the effective resolution of team conflicts.
9. Attend practice meetings as required.
11. Undergo further training as required by the Practice
12. Keep to the dress code required by the practice, both in terms of any uniform and personal appearance and hygiene.
13. Provide information for DBS check, and inform the practice manager of any possible change to the history.
Provision of Care:
1. Participate in developing the philosophy, goals and objectives for patient health care provided by the Practice.
2. Participate in the assessment of the effectiveness of patient health care provided by the Practice, such as by auditing records.
3. Inform the Provider of any reported or suspected failings in the provision of care within the Practice.
4. Participate in taking care of your own Health & Safety.
5. Ensure that Patients rights are protected.
7. Promote and participate in a high standard of care within the Practice.
8. Confidentiality: In the course of your employment you will have access to confidential information relating to the business of this unit. You are required to exercise due consideration in processing such information and you should not act in any way which might be prejudicial to the practices interests. Information, which may be included in the category which requires extra consideration, covers both access to the general business of the practice and information regarding individuals. If you are in doubt regarding the use of information in the pursuit of your duties, you should seek advice from your line manager prior to communicating any information to a third party.
9. Data Protection: The post holder will, if required to do so, obtain, process and/or use information held on computer or work processor in a fair and lawful way. Data will only be held for the specific registered purpose and data will not be disclosed to any unauthorized persons or organizations.
10. Child Protection: North Preston Medical Practice, actively promotes a safeguarding children culture within the organization in line with The Children Act 2004. As such each member of staff is expected to carry out their role and responsibility in relation to a child or children's welfare; for example, ensuring they access child protection training in accordance with their role, accessing child supervision training if they are in a clinical role working with children and being aware of who to contact and what action to take if they are concerned regarding the welfare of a child. The organization is committed to ensuring all staff are supported in respect to their safeguarding children duties.
Person Specification
Qualifications Essential
Educated to GCSE level standard (Maths and English)
Desirable
Relevant administration qualification
Experience Essential
Minimum of 12 months period working directly with members of the public in a busy environment. Experience of setting up general office administrative systems / working in an administrative office environment and working as part of a team.
Desirable
Experience of working in a GP practice. Experience of the emis web clinical system.
Skills & Abilities Essential
Ability to work in a fast-paced, high-pressure healthcare environment while remaining calm and professional Excellent communication skills, with the ability to listen, empathise, and clearly convey information to patients and colleagues Strong customer/patient service skills, with a compassionate and non-judgemental approach Confidence in managing challenging conversations and resolving conflict calmly and respectfully Ability to triage and signpost patients appropriately to the most suitable service (e.g. GP, nurse, pharmacy, or external services) Good IT skills, including proficiency in Microsoft Office and the ability to learn clinical systems (e.g. EMIS) Attention to detail and accuracy, particularly when handling patient information and appointments Ability to maintain strict confidentiality and understand data protection principles (e.g. GDPR) Strong organisational and time management skills, including prioritising urgent requests Ability to work both independently and as part of a team in a busy practice environment A professional and confident telephone manner, with the ability to manage a high volume of calls Flexibility and reliability, including willingness to cover sickness and annual leave at short notice Ability to follow practice policies and procedures while using initiative when required Problem-solving skills and the ability to remain composed when dealing with unexpected situations
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 North Preston Medical Practice
Address 2 Broadway
Fulwood
Preston
Lancashire
PR2 9TH
United Kingdom
Employer's website https://www.broadwaysurgery.nhs.uk/ (Opens in a new tab)