About this role
Job summary
Are you looking for a rewarding patient-facing role at the heart of primary care? We are seeking a proactive and professional individual to join our Primary Care Network (PCN) Enhanced Access team, supporting patients and clinicians in a busy, dynamic, and welcoming healthcare environment.
This role is predominantly based at the front desk, where you will be the first point of contact for patients attending appointments, checking patients in, providing excellent customer service, and helping to ensure the smooth running of Enhanced Access clinics. You will also support GPs and the wider clinical team with basic administrative tasks and day-to-day operational requests.
Working within a fast-paced setting, you will gain valuable insight into how primary care services are delivered while developing a broad range of administrative and patient care skills. This is an excellent opportunity for someone who enjoys working with people, thrives in a team environment, and is motivated to learn.
We are committed to supporting staff development and offer opportunities to gain exposure to other aspects of primary care, making this an ideal role for someone looking to build a career within the NHS and healthcare services. If you are organised, adaptable, and passionate about providing excellent patient care, we would love to hear from you.
Main duties of the job
Act as the first point of contact for patients attending Enhanced Access clinics, providing a friendly, professional, and efficient service.Welcome and check patients into appointments, ensuring accurate patient information is recorded and maintained.Manage front desk and reception duties, including answering telephone queries, signposting patients, and responding to general enquiries.Support GPs, nurses, and other healthcare professionals with basic administrative tasks and day-to-day requests.Assist with appointment management, including booking, cancelling, and rearranging appointments as required.Ensure clinical sessions run smoothlySignpost patients to the most appropriate healthcare service, clinician, or community resource based on their needs.Maintain patient confidentiality and comply with NHS policies, procedures, and data protection requirements.Process and distribute correspondence, messages, and documentation accurately and in a timely manner.Escalate urgent patient concerns or operational issues to the appropriate staff member.Work collaboratively with colleagues across the Primary Care Network to deliver high-quality patient care and service delivery.Contribute to a positive patient experience by providing excellent customer service in a busy and dynamic healthcare environment.Undertake other administrative and operational duties appropriate to the role as required by the Enhanced Access service.
About us
Organisation OverviewEast End Health Network Co Ltd is a collaborative organisation formed by GP practices in North West Tower Hamlets to support the development and delivery of high-quality, accessible healthcare services for the local community. The organisation works closely with GP practices, community health teams, social care providers, and voluntary sector organisations to improve patient outcomes and ensure joined-up care across the borough.
The networks aim is to provide residents with a wide range of diverse and locally accessible healthcare services while promoting healthier lifestyles, preventative care, and personalised support for patients with long-term health conditions.
East End Health Network is committed to delivering patient-centred care through innovation, collaboration, and continuous service improvement. Staff work within a supportive and inclusive environment where teamwork, professionalism, compassion, and respect are highly valued.
The organisation also places strong emphasis on staff wellbeing, equality, confidentiality, and professional development, encouraging all employees to participate in ongoing learning, appraisal, and career development opportunities.Website:East End Health Network 2 PCN
Job description Job responsibilities
Responsible ToService Manager / PCN Management Team
Job SummaryThe Enhanced Access Care Navigator plays a vital role in supporting the delivery of high-quality primary care services across the Primary Care Network (PCN). As a patient-facing member of the Enhanced Access team, the post holder will be responsible for providing an efficient, professional, and welcoming reception and administrative service to patients, clinicians, and colleagues.
This role is predominantly based within Enhanced Access clinics, working at the front desk and acting as the first point of contact for patients attending appointments. The post holder will be responsible for checking patients in, managing enquiries, signposting patients to the most appropriate services, and supporting the smooth running of clinical sessions.
The Care Navigator will also provide administrative support to General Practitioners (GPs), nurses, pharmacists, and other healthcare professionals, undertaking a range of routine administrative activities to ensure clinics operate effectively and efficiently. The role requires excellent communication skills, a positive and flexible approach, and the ability to work effectively in a busy and dynamic healthcare environment.
This is an ideal opportunity for someone interested in developing a career within primary care and the NHS, with opportunities to gain experience and exposure to a range of healthcare services and operational functions across the PCN.
Key ResponsibilitiesPatient Reception and Front Desk DutiesGreet patients, visitors, and healthcare professionals in a professional, courteous, and friendly manner.Act as the first point of contact for patients attending Enhanced Access appointments.Check patients into appointments accurately and efficiently using clinical systems.Confirm and update patient demographic information where required.Assist patients with general enquiries and provide information about services available within the PCN.Manage patient flow within clinics to ensure appointments run efficiently.Provide support to patients who may require additional assistance due to language barriers, disabilities, or other needs.Ensure waiting areas remain safe, tidy, and welcoming.Maintain patient confidentiality at all times.Care Navigation and Patient SupportSignpost patients to the most appropriate healthcare professional, service, or community resource according to their needs.Provide information regarding available health services and appointment options.Support patients in accessing services within primary care and the wider NHS.Escalate concerns or urgent issues appropriately in accordance with practice and PCN procedures.Promote self-care and other appropriate healthcare pathways where suitable.Assist patients in understanding the services available through Enhanced Access.Administrative SupportProvide administrative support to GPs and other clinicians working within Enhanced Access clinics.Process incoming and outgoing correspondence accurately and efficiently.Scan, file, and maintain records in accordance with information governance requirements.Support clinicians with routine administrative requests.Manage internal communications and relay messages accurately.Assist with appointment bookings, cancellations, amendments, and clinic scheduling.Support the completion of clinic preparation and follow-up activities.Maintain accurate records and documentation.Assist with data entry and data quality activities.Support reporting requirements as requested by management.Appointment and Clinic ManagementManage clinic appointment systems effectively.Ensure appointment books are maintained accurately.Monitor appointment utilisation and identify available capacity.Support the smooth operation of Enhanced Access sessions.Assist with patient recalls and follow-up bookings when required.Liaise with clinical and administrative colleagues to address scheduling issues.Inform patients of any delays, changes, or cancellations to appointments.Ensure clinic rooms are appropriately prepared for sessions where required.CommunicationBuild and maintain effective working relationships with patients, colleagues, and stakeholders.Communicate effectively with a wide range of individuals, including patients who may be distressed, anxious, or upset.Respond professionally to telephone enquiries.Take and relay messages accurately and promptly.Work collaboratively with member practices and PCN teams.Demonstrate excellent customer service skills in all interactions.Represent the PCN in a professional manner at all times.Information Governance and ConfidentialityAdhere to all information governance policies and procedures.Maintain strict confidentiality regarding patient and organisational information.Handle sensitive information in accordance with GDPR, NHS policies, and local procedures.Ensure accurate and secure management of patient records.Report any information governance concerns through appropriate channels.Quality and Service ImprovementContribute to the continuous improvement of Enhanced Access services.Actively participate in team meetings and service reviews.Identify opportunities to improve patient experience and operational efficiency.Support the implementation of new processes and procedures.Participate in audits and quality improvement initiatives where required.Maintain awareness of developments within primary care and NHS services.Health and SafetyComply with all health and safety policies and procedures.Assist in maintaining a safe environment for patients, visitors, and staff.Report incidents, accidents, hazards, or concerns promptly and appropriately.Follow infection prevention and control procedures.Participate in mandatory training and updates.Support emergency procedures where required.Team WorkingWork flexibly across PCN Enhanced Access sites as required.Develop positive working relationships with colleagues across member practices.Support team objectives and service delivery priorities.Contribute to a positive, inclusive, and supportive working environment.Demonstrate professionalism, reliability, and accountability in all aspects of the role.Undertake additional duties appropriate to the post and grade as required.
Person Specification
Experience Essential
- Experience working in customer service -Experience working with members of the public -Understanding of confidentiality and data protection requirements -Ability to work in a busy environment -Experience with computer systems and Microsoft Word Applications
Desirable
Previous experience within a GP practice, PCN, or NHS setting. Knowledge of primary care services. Experience using clinical systems such as EMIS Web, SystmOne, or similar. Understanding of Care Navigation principles. Knowledge of NHS services and pathways.
Qualifications Essential
Qualifications Good standard of general education, including English and Mathematics GCSEs Evidence of ongoing personal 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 East End Health Network
Address 20 Old Montague Street
London
E1 5PB
United Kingdom
Employer's website http://www.eehn.co.uk/ (Opens in a new tab)