About this role
Job summary
An opportunity to join the fantastic Air Balloon Surgery team who have a reputation for being very friendly, welcoming and supportive to those directly working in the practice and those we work with across the health and social services community.
The role of Care Navigator is critical in the provision of services and ensuring that patients are able to access the most appropriate services for their needs, and will include a range of face to face, telephone and administrative work.
This vacancy has arisen following the planned retirement of a member of the team at the end of December 2026, and we are looking to cover this post from 4th January 2027.
Please read on and see our attached Practice Profile, job description and person specification for more details about us, the job, the hours and pay, and how to apply.
NO AGENCIES - emails from employment agencies will be ignored.
Main duties of the job
In the role of Care Navigator you would be working within the fantastic and dedicated Care Navigator team to provide responsive and professional reception and patient navigation services to our 13,500 or so patients. The team currently comprises 12 care navigators who all work a range of part time working patterns. The surgery is currently open to the public from 08.00-18.30 Monday to Friday. Our Care Navigation (Reception) services are normally based in reception on the ground floor and in the Care Navigator room or alongside the triage GP in the triage room on the first floor, and all Care Navigators spend time working in all areas, covering a range of face to face, telephone and administrative tasks.
To be successful in this role, we would expect candidates to have experience of working within a busy reception, service or customer-focused environment, have excellent interpersonal skills, able to demonstrate a high standard of language and IT literacy, attention to detail, and the ability to remain calm under pressure. While primary care experience and knowledge of Emis Web may be an advantage, it is not essential as full training would be provided.
About us
We are a well established enterprising General Practice based in St George about three miles from the city centre in the East part of Bristol. We are a large and lively team committed to providing excellent patient care but also with a firm commitment to personal and professional development.
We are proud to have been described as a friendly, welcoming, warm bunch of amazing people.
Job description
Job responsibilities
The purpose of this post is to provide Care Navigator (Receptionist) services for the practice.
General Duties
Sign-post patients appropriately to practice services in accordance with the navigation Standard Operating Procedures.
Assist with routine administrative tasks from other departments.
Initiate contact with and respond to requests from patients, other team member and associated healthcare agencies and providers.
To undertake specific assigned tasks, project support, or development / change work which may arise from time to time, under the direction of the relevant line manager.
Participate in development plans for the practice and their implementation.
Provide reception, sign-posting and administrative support for seasonal and/or exceptional public health campaigns such as, but not limited to, mass vaccination clinics.
Reception
Make appointments for patients attending or calling by telephone, using the computer system, and in accordance with the Practices appointment protocols.
Assist patients where required with completion of e-consult forms.
Contact patients to make arrangements for appointments and other actions in accordance with instructions of Triage GPs.
Receive telephone requests for home visits.
Receive general telephone enquiries and transfer callers to other surgery staff as appropriate.
Receive requests for repeat prescriptions.
Give out letters, reports, or forms to patients attending, and take payments where applicable in accordance with the navigation Standard Operating Procedures.
Records & Triage
As above
Receive overflow of telephone calls and sign-post patients appropriately to practice services in accordance with the navigation Standard Operating Procedures.
Process new patient registrations
Process repeat prescription requests in accordance with the practice procedure.
Processing of GPP workflow and tasks.
Respond to requests for results and other clinical information in accordance with practice policy
Liaise with GPs and other clinicians using the appropriate message system.
Systems Administration & Support
Retrieval and provision of information or documents from practice systems or external bodies as required.
Assist with the cancellation and rebooking of doctor and other clinician appointment sessions as required and as directed by the Assistant Practice Manager or Care Navigator Service Manager.
Liaise directly with hospital personnel, labs and other agencies with regard to medical matters.
Liaise directly with patients by telephone or in person with regard to medical and administrative matters.
Dignity at Work and Equality Statement
We are committed to treating all of our staff and Service Users with dignity and respect. You are responsible for behaving in a way that is consistent with the aims of our Equality and Diversity Policy and the Equality Act (2010). This includes not discriminating unfairly in any area of your work and not bullying, harassing or otherwise intimidating other people.
You should recognise and appreciate that people, both colleagues and service users are different and to act in ways that are consistent with their needs and preferences.
You should at all times embody the ethos and values of Air Balloon Surgery and the Care Navigation Team, keeping patients at the heart of everything we do.
Please see attached job description for more information.
Person Specification
Knowledge and Skills
Essential
- IT-literate and with basic knowledge of web based and windows based systems
- Able to multi-task and prioritise
- Excellent communication skills
- Use of email
- ability to converse, provide advice, and to understand, interpret and input data in accurate written and spoken English
- a willingness to learn new skills
- attention to detail
- Willingness and flexibility to work extra hours on occasions
- Excellent people skills including dealing with challenging people
- Calm and well organised under pressure
- empathetic
- Honest
- punctual
Desirable
- Caldicot and Information governance
- Basic working knowledge of GDPR, Data Protection issues and principles
- Basic working knowledge of Emis Web clinical software, and Emis Appointments software
Qualifications
Essential
- Good basic education to GCSE level or equivalent
Desirable
- Reception or service type qualification, eg hotel type reception services qualification or public service
- ECDL or similar
Experience
Essential
- Dealing with the public in a retail, commercial or public sector role
- Front line work in a very customer focused industry eg: retail or service industry
Desirable
- Dealing with the public in situations of potential conflict/stress
- Dealing with the public both face-to-face and on the phone
- Dealing with large volumes of reception and administrative work
- Inputting data
- Primary care
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
Air Balloon Surgery
Address
Air Balloon Surgery
Kenn Road
Bristol
BS5 7PD
United Kingdom
Employer's website
https://www.airballoonsurgery.co.uk/ (Opens in a new tab)