About this role
Job summary
A Health Care Navigator is a key member of our practice team and is often the first point of contact for patients accessing our services. The role involves providing a friendly, professional and efficient reception service, helping patients navigate the most appropriate route to care while supporting the smooth day-to-day running of the practice.
The successful candidate will demonstrate excellent communication and organisational skills, maintain patient confidentiality, and be able to manage a varied workload in a busy primary care environment.
Main duties of the job
The Health Care Navigator is responsible for providing a professional, welcoming and efficient first point of contact for patients, helping them access the most appropriate healthcare services. The role includes managing reception and telephone enquiries, processing appointment requests and prescriptions, coordinating referrals, maintaining accurate patient records and supporting clinicians with administrative tasks. The postholder will work collaboratively with the wider practice team to ensure patients receive timely, compassionate and effective support while maintaining confidentiality and adhering to practice policies and procedures.
About us
Oakmeadow Surgery is a friendly and forward-thinking GP practice based in Glenfield, committed to providing excellent, compassionate and personalised NHS care to our patients. We pride ourselves on creating a welcoming and supportive environment where patients feel valued and our team works together to deliver high-quality care.
Our practice is built on a strong ethos of teamwork, respect and continuous improvement. We embrace innovation and the use of technology to improve patient access, enhance the patient experience and support the delivery of safe, effective and efficient care.
As a busy and evolving practice who work collaboratively to meet the diverse needs of our patient population. We believe that every member of staff plays an important role in the patient journey, and we value individuals who share our commitment to kindness, professionalism, integrity and excellent customer service.
We are also proud to be a training practice, supporting the development of GP registrars, medical students and trainee pharmacists. Education and professional development are important parts of our practice, and we value the opportunity to share knowledge, encourage learning and help develop the next generation of healthcare professionals.
We are looking for people who are enthusiastic, adaptable and passionate about making a positive difference to the lives of our patients.
Job description Job responsibilities
Key Duties and Responsibilities:
Patient Reception and Communication
Act as the first point of contact for patients, both face-to-face at reception, over the telephone and through digital communication systems, including AccuRx.Communicate with patients in a professional, compassionate and courteous manner, recognising that some patients may be distressed or vulnerable.Book, amend and cancel appointments using SystmOne.Monitor and manage incoming email inboxes, ensuring messages are directed to the appropriate team member and dealt with in a timely manner.Support patients to access the most appropriate service based on their needs, following practice protocols and escalation procedures. Appointment Requests and Care Navigation
Process and assist with the triage of appointment requests, including those received through Accurx and other communication channels, in accordance with practice protocols.Direct patients to the appropriate clinician, service or healthcare provider.Process Community Pharmacy Consultation Service (CPCS) referrals in line with practice procedures.Arrange and communicate home visit requests to the appropriate clinical team for assessment.Recognise urgent requests and escalate them promptly to the appropriate clinician. Prescriptions and Patient Administration
Process repeat prescription requests in accordance with practice policies and procedures.Process urgent patient registrations and ensure relevant information is entered accurately onto the clinical system.Undertake administrative duties, including scanning documents into patient records, updating patient information and managing incoming and outgoing post.Process private prescription requests and take card payments where applicable, following practice procedures.Manage incoming administrative tasks and correspondence from external clinicians and healthcare professionals, ensuring these are directed to the appropriate team member for action. Urgent Referrals and Clinical Support
Process urgent referrals in accordance with established protocols, including two-week-wait (2WW), rapid access and crisis team referrals.Ensure urgent referrals are handled promptly and escalated where necessary.Assist with Quality and Outcomes Framework (QOF) activities, including contacting patients to arrange appointments, reviews and checks.Support clinicians and other members of the multidisciplinary team with administrative tasks as required. Reception and Equipment Management
Maintain reception equipment and facilities, including patient check-in screens, telephone call display boards and blood pressure monitoring machines.Report equipment faults and ensure issues are addressed promptly.Maintain a clean, organised and professional reception environment.Undertake chaperone duties for clinicians when appropriately trained and authorised. General Responsibilities
Provide administrative and reception cover across the practice as required.Maintain strict confidentiality and comply with information governance, data protection and practice policies.Follow safeguarding, health and safety, infection prevention and control, and lone-working procedures where applicable.Participate in staff training, team meetings, appraisals and relevant practice development activities.Work collaboratively with colleagues to support an effective, patient-focused service.Undertake other reasonable duties appropriate to the role and level of responsibility. Person Specification
The successful candidate will demonstrate:
Excellent verbal and written communication skills.A friendly, approachable and professional manner.Strong organisational skills and attention to detail.The ability to prioritise tasks and work effectively under pressure.Good IT skills and confidence using computer systems.The ability to work independently and as part of a team.A commitment to patient confidentiality and high standards of customer service.A flexible and proactive approach to supporting the wider practice team.The ability to deal sensitively with confidential, urgent or potentially distressing situations.
Person Specification
Experience Essential
Experience working in a customer-facing role. Experience using IT systems to manage information and complete administrative tasks.
Desirable
Previous experience in general practice, the NHS or another healthcare setting. Experience using SystmOne or other clinical systems.
IT Skills Essential
Good general IT skills and confidence learning new computer systems. Ability to use email, electronic records and digital communication tools.
Desirable
Experience using SystmOne, AccuRx, Microsoft Office or other NHS clinical systems.
Qualifications Essential
Good standard of general education, including English and Maths or equivalent experience.
Desirable
Relevant customer service, administration or healthcare qualification.
Teamwork and Flexibility Essential
Ability to work effectively both independently and as part of a multidisciplinary team. Willingness to support colleagues and undertake a range of duties appropriate to the role. Flexible approach to working hours and service requirements.
Desirable
Experience contributing to service improvements or supporting changes to working practices.
IT Skills Essential
Good general IT skills and confidence learning new computer systems. Ability to use email, electronic records and digital communication tools.
Desirable
Experience using SystmOne, AccuRx, Microsoft Office or other NHS clinical systems.
Judgement and Problem-Solving Essential
Ability to recognise urgent or sensitive requests and escalate them promptly in accordance with practice protocols. Ability to work independently within the limits of the role and seek advice when necessary.
Desirable
Experience supporting clinical teams with urgent referrals, appointment triage or care navigation.
Confidentiality and Professionalism Essential
Understanding of the importance of confidentiality, data protection and information governance. Commitment to safeguarding, equality, diversity and inclusion, and maintaining professional boundaries.
Desirable
Previous training in information governance, safeguarding or health and safety.
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 Oakmeadow Surgery
Address Oakmeadow Surgery
Oakmeadow Surgery
Leicester
Leicestershire
LE3 8NF
United Kingdom
Employer's website https://www.oakmeadowsurgery.org.uk/ (Opens in a new tab)