About this role
Job summary
We are looking to recruit a new Care Navigator.
The working hours are 37 per week split over 4 days plus participation in the Saturday morning rota and the 'extended hours' initiative on some weekday evenings.
For hours worked Monday to Friday 0800-1800 hours, the salary will be based on the real living wage, dependent upon age. Hours worked on a Saturday will be paid at time and a third.
Interviews will take place on Monday 12 October 2026.
Main duties of the job
The successful applicant will need to be versatile and have excellent organisational, computer and people skills as well as a clear understanding of confidentiality and the need to maintain confidentiality. The role is varied and involves dealing with patients, both face to face and on the telephone, for both routine and urgent queries, using the clinical administration system to record, code and upload documents, routine duties relating to prescriptions and other work as appropriate and relevant within the Practice.
They will also provide general assistance to the Practice team, internal and external colleagues and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
About us
Pocklington Group Practice is a friendly, pro-active General Practice located in a purpose-built, state of the art healthcare facility, set in the picturesque and growing Yorkshire market town of Pocklington, East Yorkshire. We are a dispensing, training, teaching and paperlite Systm1 practice serving circa 19,000 patients.
Some of the benefits connected with working for Pocklington Group Practice include:
Annual leave of 5 weeks plus bank holidays pro-rata plus a day for your birthday.
Sick pay scheme.
Simply Health benefit scheme, after one year's service.
The NHS Pension Scheme is automatically available to members of staff unless opt out is desired.
Kitchen and staff rest room for tea/lunch breaks free beverages of tea, coffee provided.
Job description Job responsibilities
JOB SUMMARY
To provide full reception duties for a busy GP Practice by receiving, assisting and directing patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
To provide general assistance to the Practice team, internal and external colleagues and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
JOB RESPONSIBILITIES
Administration
To have a thorough knowledge of all practice procedures. To work in accordance with written protocols. Pulling/filing notes and updating as necessary. Using the clinical IT system:
Carry out registrations and deductions of patients. Scanning and coding documents into patient records. Allocating documents using the clinical IT system. Updating patient records. Supporting patients with online access registration.
Scan and photocopy as requested.
Reception
Receiving patients, consulting with members of the Practice team. Handing completed repeat prescriptions to patient whilst maintaining confidentiality. Be able to cover all reception positions as necessary. Handling cash in accordance with protocols. Ensure all handovers to staff are conducted efficiently and comprehensively, to ensure continuity of care.
Appointments
Process appointment requests from patients/Practice team by telephone and in person. Deal with visits/requests.
Other Tasks
Ensure building security. Undertake all other duties identified by your manager/employer as considered commensurate to the post, as the role may change, develop or evolve with time.
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.
Health and Safety
The post-holder will assist in promoting and maintaining their own and others' health, safety and security as defined in the Practice's Health and Safety Policy and the Practice's Infection Control Policy and published procedures. This will include:
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. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. Actively reporting of health and safety hazards and infection hazards immediately when recognised. Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role. Undertaking periodic training. Reporting potential risks identified. Demonstrate due regard for safeguarding.
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 and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development
The post-holder will participate in any training programme implemented by the practice as part of this employment, with 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. Attend appropriate training as directed by Practice management.
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 own performance and take accountability for own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance. Work effectively with individuals in other agencies to meet patients needs. Effectively manage own time, workload and resources.
Communication
The post-holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with other team members. Communicate effectively with patients and carers. Recognise peoples needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services
The post-holder will:
Apply Practice policies, standards and guidance. Discuss with other members of the team how the policies, standards and guidelines will affect own work. Participate in audit where appropriate. Attend appropriate training as directed by Practice management.
Person Specification
Qualifications Essential
Good general secondary education.
Experience Desirable
Previous experience of working directly with members of the public in a busy environment. Previous experience of working directly with members of the public in a busy NHS environment. Experience of answering telephone calls in a high call-volume environment. Experience of working/being part of a team.
Skills Essential
Keyboard skills Library and indexing skills Literacy skills Verbal communication skills - ability to deal with people in person and on the telephone Verbal: vocabulary, pitch, tone, inflection of voice Strong appreciation of customer service skills Awareness of diversity issues; works in a postive, non-discriminatory way
Desirable
Microsoft Office software Numeracy skills Verbal reasoning skills Body language: positive and self assured
Qualities and Attributes Essential
Dress: smart and appropriate Speech: clear and articulate Manner: pleasant and professional Flexible approach to undertaking a wide variety of tasks Flexible with regard to working hours, holiday cover, extended hours, weekends Able to undertake training outside of normal working hours, if necessary Interested in/aptitude for learning new skills/taking on new challenges Comfortable working to agreed objectives Ability to make decisions within defined procedures/legislation Understanding, acceptance and adherence to the need for strict confidentiality Able to work under pressure
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 Pocklington Group Practice
Address The Beckside Centre
1 Amos Drive
Pocklington
East Riding of Yorkshire
YO42 2BS
United Kingdom
Employer's website https://www.pocklingtongps.nhs.uk/ (Opens in a new tab)