Care Navigator @ The Arch Medical Practice

Job summary

We are looking for two part time friendly, organised and motivated Care Navigators to join our busy team at The Arch Medical Practice. This is a key front-facing role, helping patients access the right care and ensuring they receive a welcoming, helpful and efficient service.

As a Care Navigator, you will be one of the first points of contact for patients, dealing with a wide range of enquiries both face-to-face and over the telephone. You will listen to patients, understand their needs and help direct them to the most appropriate service or healthcare professional. The role will also involve booking appointments, handling patient queries, updating clinical records, processing requests and supporting the smooth day-to-day running of the reception and wider practice.

This is a varied and sometimes demanding role in a fast-paced GP practice, where no two days are quite the same. You will need excellent communication and customer service skills, a calm and professional approach, good IT skills and the ability to manage competing priorities. Experience in a GP practice or healthcare reception environment would be an advantage, although a positive attitude and willingness to learn are equally important.

We are a large, supportive GP training practice caring for over 24,000 patients. We value our staff, encourage learning and development, and recognise the important contribution our Care Navigators make in helping us deliver safe, effective and compassionate patient care.

Main duties of the job

The Care Navigator will be responsible for providing a welcoming, efficient and professional reception service to patients and visitors, acting as a first point of contact for the practice.

Main duties will include

• Welcoming patients and dealing with face-to-face, telephone and online enquiries.
• Answering calls, taking messages and responding to patient queries in a helpful and professional manner.
• Navigating patients to the most appropriate appointment, clinician or service, following practice protocols.
• Booking, amending and cancelling appointments using the clinical system.
• Registering new patients and updating patient demographic information.
• Processing prescription requests and other routine patient requests in line with practice procedures.
• Handling incoming and outgoing correspondence and directing queries to the appropriate team member.
• Maintaining accurate and up-to-date patient records.
• Supporting the wider reception and administrative team to ensure the smooth running of the practice.
• Dealing with sensitive and sometimes challenging situations with patience, empathy and professionalism.

The role requires someone who can work well as part of a team, use their initiative, maintain confidentiality and remain calm and organised in a busy environment. A flexible approach and willingness to support colleagues across the practice are essential.

About us

The Arch Medical Practice is a GP training practice based in Hulme, close to Manchester city centre. We provide primary care services to a diverse and growing patient population and are committed to delivering safe, high-quality, and accessible care.

We are a large multidisciplinary team made up of GPs, nurses, pharmacists, pharmacy technicians, healthcare assistants, and administrative and reception staff. We work closely together in a supportive and collaborative way, with regular meetings to support communication, continuity, and shared decision-making.

As a training practice, we support GP trainees and other learners, and learning and development is part of everyday working life. We also work closely with our Primary Care Network and wider health and social care services to support joined-up patient care.

We aim to maintain a friendly and supportive working environment where staff feel valued and listened to. We recognise the pressures of primary care and focus on safe, sustainable working practices alongside good teamwork and open communication.

Staff wellbeing is important to us and we offer a range of benefits including free on-site parking, staff yoga sessions, walking group, free fruit and breakfast items, Cycle to Work scheme, standing desks, practice fleeces, and an Employee of the Month scheme.

We encourage staff development and provide opportunities for learning, supervision, and progression within a supportive environment.

Job description

Job responsibilities

The Care Navigator will provide a professional, friendly and efficient reception service, acting as the first point of contact for patients and visitors to The Arch Medical Practice.

The post holder will play an important role in helping patients access the right care by listening to their needs, dealing with enquiries and navigating them to the most appropriate healthcare professional or service.

Main Responsibilities

• Welcome patients and visitors to the practice in a friendly and professional manner.
• Answer incoming telephone calls, deal with enquiries and take accurate messages.
• Deal with face-to-face, telephone and online patient requests.
• Book, amend and cancel appointments in accordance with practice procedures.
• Navigate patients to the most appropriate clinician, appointment or healthcare service, following agreed protocols.
• Recognise urgent requests and escalate these appropriately in line with practice procedures.
• Register new patients and maintain accurate patient demographic details.
• Process repeat prescription requests in accordance with practice procedures.
• Handle incoming and outgoing correspondence and ensure information reaches the appropriate team.
• Update and maintain accurate patient records using the practice clinical system.
• Deal with patient enquiries in a helpful, sensitive and professional manner, including situations where patients may be upset or frustrated.
• Maintain strict patient confidentiality and comply with information governance and data protection requirements.
• Work closely with colleagues across the reception, administrative and clinical teams to ensure the smooth running of the practice.
• Maintain a tidy and welcoming reception area.
• Attend training and staff meetings as required.
• Undertake other duties appropriate to the role, as requested by the Practice Manager or Reception Team Leader.

General Requirements

The post holder must demonstrate a friendly, approachable and compassionate manner, with excellent communication and customer service skills. They must be organised, reliable, flexible and able to work under pressure in a busy environment.

The ability to use initiative, manage competing priorities, work accurately and contribute positively as part of a team is essential.

Previous experience in a customer-facing, reception or administrative role would be desirable. Experience within a GP practice or healthcare setting would be an advantage, although full training will be provided.

The post holder must be committed to maintaining confidentiality, treating all patients with dignity and respect and supporting the practice in delivering safe, effective and compassionate patient care.

This job description is not exhaustive and may be reviewed and amended in response to the changing needs of the practice.

See attached Job Description and Person Specification document for more information.

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths

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

The Arch Medical Practice

Address

175 Royce Road

Hulme

Manchester

M15 5TJ

United Kingdom

Employer's website

https://www.thearchmedicalpractice.co.uk/ (Opens in a new tab)