About this role
Job summary
At Alwoodley Medical Centre, our Care Navigators are the friendly, reassuring voice and face that patients rely on when they need help most. This is not just an administrative roleits a vital part of how we make healthcare feel accessible, personal, and well-coordinated.
Every day, you will be helping patients make sense of their healthcare journey. Whether someone is unsure where to go, needs urgent direction, or simply a bit of reassurance, you will be the person who listens, understands, and guides them to the right care quickly and safely. Youll be empowering patients to access the right clinician at the right time, while helping the whole practice run smoothly behind the scenes.
This role suits someone who genuinely enjoys working with people. Youll need warmth, confidence, and the ability to stay calm and organised in a busy environment. No two days are the same you might be solving problems on the phone one moment and supporting a colleague with patient flow the next.
Were looking for someone who brings empathy, clear communication, and a can-do attitude. In return, youll join a supportive, close-knit team where your work has real meaning and impact every single day.
If youre someone who likes helping others, thrives in a fast-paced environment, and wants to be part of a practice that truly values patient care, this is a role where you can make a real difference.
Main duties of the job
This is a varied and hands-on role that supports the smooth day-to-day running of the practice, with a strong focus on both patient communication and essential administrative tasks.
A key part of the role will involve answering and managing incoming phone calls, supporting patients with their enquiries, and helping them access the right service or member of the team. You will also provide reception cover when needed, greeting patients in person and ensuring they are supported in a calm, professional, and efficient way.
Alongside patient-facing duties, you will be involved in a range of important administrative tasks. This includes dealing with comments and patient feedback, ensuring information is recorded and directed appropriately, and supporting the wider team with communication tasks.
You will also be responsible for scanning and processing clinical and administrative documents accurately, helping to maintain high-quality patient records and ensuring information is available to clinicians in a timely manner.
The role is varied and can be fast-paced, requiring good organisation, attention to detail, and the ability to switch between tasks. No two days are the sameyou may be on the phones one moment and managing workflow or documents the next.
This is a role for someone who is flexible, practical, and happy to get involved wherever needed to support the team and maintain a high standard of patient care.
About us
Alwoodley Medical Centre is a friendly, forward-thinking GP practice committed to delivering high-quality, patient-centred care to our local community. We are proud of our reputation for being approachable, supportive, and professional, with patients at the heart of everything we do.
Our team is made up of GPs, nurses, healthcare assistants, and an experienced administrative and reception team who work closely together to keep the practice running smoothly. We value collaboration and believe that good communication across all roles is key to providing safe and effective care.
The atmosphere within the practice is warm, respectful, and team-focused. We support one another, especially in busy periods, and take pride in maintaining a calm and organised environment even when things are fast-paced. Everyones contribution is valued, and we encourage a culture where people feel comfortable asking questions, learning, and developing in their role.
Our work ethic is centred on professionalism, reliability, and compassion. We understand the importance of primary care in peoples lives and strive to make every patient interaction as helpful and positive as possible.
Working at Alwoodley Medical Centre also offers the opportunity to be part of a supportive NHS environment where no two days are the same. Staff benefit from a varied role, opportunities to develop new skills, and being part of a team that genuinely makes a difference to the local community every day.
Job description Job responsibilities Job Description
Alwoodley Medical Centre is delighted to offer an exciting opportunity for a motivated, friendly, and patient-focused Care Navigator to join our busy and supportive administration and reception team.
This is a varied and rewarding role at the heart of our GP practice, where no two days are the same. As a Care Navigator, you will be the first point of contact for our patients, playing a vital role in ensuring they receive the right care, from the right service, at the right time.
Working as part of our dedicated admin and reception team, you will handle a high volume of telephone calls, respond to patient queries, and support the smooth day-to-day running of the practice. You will use your communication skills, initiative, and judgement to direct patients appropriately, whether that be to a GP, nurse, pharmacist, or other healthcare services.
This role is ideal for someone who enjoys working with people, thrives in a fast-paced environment, and takes pride in delivering excellent customer service.
Key Responsibilities
Answer incoming telephone calls promptly, professionally, and with empathy
Provide a high standard of customer service to patients and visitors at all times
Act as a Care Navigator, directing patients to the most appropriate clinician or service
Book, amend, and cancel appointments using the EMIS clinical system
Manage a wide range of patient queries efficiently and sensitively
Update and maintain accurate patient records on EMIS
Support reception duties, including face-to-face interaction with patients
Carry out a variety of administrative tasks to support the wider practice team
Work collaboratively with clinical and non-clinical staff to ensure effective service delivery
Maintain patient confidentiality and adhere to data protection guidelines at all times
Person SpecificationEssential:
Previous experience dealing with patients or customers in a busy environment
Excellent communication and interpersonal skills
Confident and professional telephone manner
Ability to remain calm under pressure and manage competing demands
Strong organisational skills and attention to detail
Good IT skills and willingness to learn systems such as EMIS
Ability to handle sensitive and confidential information appropriately
A positive, flexible, and team-focused approach
Desirable:
Previous experience working in a GP practice, NHS, or healthcare setting
Experience using the EMIS system
Understanding of NHS services and patient pathways
What We Offer
A friendly, welcoming, and supportive team environment
A varied and engaging role within a busy GP practice
Full training provided, including use of the EMIS system
Opportunities to develop skills and progress within primary care
NHS pension scheme (where applicable)
Competitive annual leave entitlement
About the RoleThis is a fantastic opportunity to join a well-established GP practice and become a key part of our admin and reception team. The Care Navigator role is central to how we support our patients, and you will make a real difference every day by helping people access the care they need.
If you are organised, approachable, and passionate about delivering excellent service, we would love to hear from you.
Person Specification
Knowledge, Skills and Attributes Essential
Excellent communication and interpersonal skills Confident and professional telephone manner Ability to remain calm under pressure and manage a high volume of calls Strong organisational skills and attention to detail Ability to prioritise workload and multitask effectively Good IT skills and ability to learn new systems quickly Ability to handle sensitive and confidential information appropriately Friendly, approachable, and empathetic manner Ability to work flexibly as part of a team
Desirable
Knowledge of NHS services and patient pathways Understanding of the Care Navigator role within primary care Commitment to ongoing learning and development
Qualifications Essential
Good standard of general education (e.g. GCSEs or equivalent), including English and Maths Basic IT skills
Desirable
NVQ Level 2 or equivalent in Business Administration, Customer Service, or Healthcare Additional training in customer service or healthcare-related fields
Experience Essential
Previous experience dealing with patients or customers in a busy environment Experience of working in a customer-facing or telephone-based role Experience of handling enquiries and providing information clearly and effectively Experience of working as part of a team
Desirable
Previous experience working in a GP practice, NHS, or healthcare setting Experience using the EMIS clinical system Experience of appointment booking systems or similar administrative systems Understanding of patient confidentiality and data protection
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.
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Employer details Employer name Alwoodley Medical Centre
Address Alwoodley Medical Centre
Saxon Mount
Leeds
LS17 5DT
Employer's website https://www.alwoodleymedicalcentre.co.uk/ (Opens in a new tab)