About this role
Job summary Job summary
Can you stay calm when the phones are busy, listen carefully and help each patient find the right next step?
The Cornerstone Practice is looking for a Care Navigator to join our friendly reception team. You will often be the first person our patients speak to, so kindness, good judgement and clear communication matter.
This is more than booking appointments. You will listen to what the patient needs, gather the right information and use agreed practice guidance to direct them to the most appropriate clinician or service. You will not be expected to make clinical decisions.
The permanent post is 15 hours per week, working Tuesday and Friday from 8.00am to 4.15pm, with a 45-minute unpaid lunch each day. The hourly rate is £13.00.
You will also help with prescriptions, patient registrations, messages, enquiries, clinical administration and the day-to-day running of reception. Accuracy, discretion and the ability to manage several tasks are essential.
We care for around 9,500 patients and use SystmOne and Anima. Previous general-practice experience would be useful, but we will provide training for the right person.
An immediate start is available, but we are happy to wait for the right person.
Main duties of the job
You will provide a welcoming, helpful and efficient first point of contact for patients and support the clinical and administrative teams. Your work will include:
Answering telephone, face-to-face and online enquiries politely and efficiently
Listening carefully, gathering relevant information and using agreed care-navigation guidance
Directing patients to the most appropriate clinician, service or source of support without giving clinical advice
Booking, changing and cancelling appointments and explaining practice arrangements
Recognising urgent requests and escalating them promptly according to practice procedures
Processing prescription requests, messages, forms and general enquiries
Registering permanent and temporary patients and checking that required information is complete
Recording home-visit and transport requests accurately and referring them appropriately
Handling samples, forms and clinical paperwork safely and according to procedure
Taking payments, issuing receipts and explaining relevant charges
Updating patient demographic and administrative information accurately
Checking relevant patient alerts and supporting appropriate appointment booking
Completing allocated tasks and routine clerical work during quieter periods
Keeping reception and public areas organised, stocked and ready for use
Responding appropriately to feedback and passing complaints or concerns to the correct person
About us
The Cornerstone Practice is based in the centre of March and cares for approximately 9,500 patients. We use SystmOne and Anima.
Our team includes GP partners, salaried GPs, advanced practitioners, treatment-room nurses, healthcare assistants, a mental health practitioner and experienced reception and administration colleagues. We also work with pharmacy, physiotherapy and social-prescribing colleagues.
General practice can be busy and unpredictable. We cannot promise quiet days, but we can promise colleagues who share information, help one another and understand the importance of a strong reception team.
Job description Job responsibilities
The Care Navigator is accountable in the first instance to the Care Navigator Team Leader. The post-holder will work within practice policies, agreed procedures and their level of training.
Patient contact and care navigation Welcome patients and visitors and respond to telephone, face-to-face and digital enquiries
Use approved questions and practice protocols to understand the patient's request and identify the appropriate route
Maintain awareness of available appointments, services and temporary changes to access arrangements
Support patients who may be distressed, anxious, frustrated or have communication needs
Contact emergency services or escalate urgent concerns immediately when required by practice procedure
Explain registration, temporary-resident and other practice processes clearly
Treat every patient, carer, visitor and colleague with dignity and respect
Appointments and clinical administration Use the appointment system accurately and help maintain an orderly flow of patients
Record urgent appointment and home-visit requests with all relevant information and escalate appropriately
Process prescription enquiries and requests according to practice procedures
Communicate authorised messages and information to patients accurately
Handle specimens, request forms and sample packs safely, following infection-prevention and health-and-safety requirements
Update patient records with accurate personal and administrative information
Use relevant patient alerts to support appropriate review booking within agreed procedures
Confidentiality safety and teamwork Keep patient and practice information confidential and secure at all times
Follow data-protection, information-governance, safeguarding, equality and health-and-safety requirements
Keep the workstation clean, tidy and secure and report equipment or safety concerns promptly
Work closely with clinical, reception and administration colleagues
Attend training, appraisal and team meetings and keep required knowledge up to date
Offer reasonable flexibility to help cover planned leave or unexpected absence where possible
Raise concerns and suggest practical improvements to the Care Navigator Team Leader or Practice Manager
Undertake other reasonable duties appropriate to the role when requested by the Practice Management Team or partners
Person Specification
Experience Essential
Experience of working with the public in a customer-service, reception or administrative role A polite, calm and helpful manner, including when dealing with pressure or difficult conversations Clear spoken and written English Good attention to detail and accurate data entry Confidence using computers and learning new systems Able to listen, ask appropriate questions and follow agreed procedures Able to recognise when a request must be escalated rather than trying to resolve it alone Understands the importance of confidentiality and handling sensitive information Able to organise work, manage interruptions and complete tasks reliably Able to work as part of a team and communicate respectfully with colleagues Reliable and able to work the advertised Tuesday and Friday hours
Desirable
Previous reception, administration or care-navigation experience in NHS general practice Experience of using SystmOne Experience of using Anima or another online consultation system Knowledge of primary care services and general-practice appointment systems Previous training in care navigation, customer service, safeguarding or conflict management
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 Cornerstone Practice
Address Elwyn Road
March
Cambs
PE15 9BF
United Kingdom
Employer's website https://www.cornerstoneandmercheford.nhs.uk/ (Opens in a new tab)