About this role
Job summary
We are looking for a Care Navigator to join our friendly practice team on a part-time basis.
Hours: 19 per week
Mon 08.00-14.00Tue 14.00-18.45Wed 14.00-17.00Fri 13.30-18.45You must have previous admin experience and demonstrate excellent communication and organisational skills. Previous experience in a healthcare setting would be an advantage.
The hours listed in this advert are the exact hours we need to cover, so please only apply if you can commit to these as stated. Unfortunately, we are unable to offer flexibility around start and finish times.
As a busy GP practice, we value a team approach and would welcome candidates who can offer a reasonable degree of flexibility to help cover annual leave and occasional sickness absence when required.
Main duties of the job
You'll be the first point of contact for patients and external contacts, providing a calm, professional and welcoming presence both in person and over the phone. The role involves managing appointment bookings efficiently, ensuring patients are directed to the most appropriate service, and handling a wide range of general enquiries with accuracy and discretion.
You'll play a key part in the smooth day-to-day running of the practice by supporting clinicians and wider team members, maintaining accurate patient information, and ensuring administrative tasks are completed in a timely and organised way. The role requires strong communication skills, the ability to prioritise in a busy environment, and a confident, empathetic approach when dealing with patients who may be anxious, distressed, or unsure of how to access the right care.
You'll also contribute to maintaining effective workflows within the practice, helping to ensure patients receive safe, timely and appropriate care while supporting overall service efficiency.
About us
We are a friendly, well-established GP practice based in the historic city of Wells, Somerset, serving a patient population of approximately 8,500. We pride ourselves on providing high-quality, patient-centred care within a supportive and approachable environment.
Our clinical team includes 6 GP partners, 2 salaried GPs and GP registrars, working alongside a strong multidisciplinary team made up of 3 practice nurses, 3 healthcare assistants, a paramedic practitioner, and a range of additional PCN roles who support both clinical care and wider patient needs.
The practice has a warm, collaborative culture where teamwork is genuinely valued. We work closely across roles to support one another, share knowledge, and ensure patients receive safe and timely care. There is a strong emphasis on being approachable, helpful and respectful, both with patients and within the team.
We aim to create a working environment where staff feel supported, listened to, and able to do their job well, even when the practice is busy. The atmosphere is professional but friendly, with a real focus on looking after each other as well as our patients.
Job description Job responsibilities
Job summary:
The purpose of the role is to:
Project a positive and friendly image to patients and other visitors, either in person or via the telephone
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
Undertake a variety of administrative duties to assist in the smooth running of the practice.
Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
Duties and responsibilities:
The duties and responsibilities to be undertaken by members of the care navigator team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the practice manager, dependent on current and evolving practice workload and staffing levels:
Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
Deal with all general enquiries, explain procedures and make new and follow-up appointments, either over the telephone or face to face using our online triage system Rapid Health.
Processing and distributing incoming mail
Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
Keeping the reception area, noticeboards and leaflet dispensers tidy and free from obstructions and clutter
Using your own judgement and communication skills, ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed.
Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
Ensure the kitchen is kept clean and tidy in turn with other staff.
Premises:
Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.
Undertake any other additional duties appropriate to the post as requested by the partners or the practice manager.
Person Specification
Qualifications Essential
GCSE or equivalent (required) Administrative - 2 years (required)
Desirable
Previous experience in a healthcare setting
Employer details Employer name Wells City Practice
Address Priory Medical Centre
Glastonbury Road
Wells
Somerset
BA5 1XJ
United Kingdom
Employer's website https://www.wellscitypractice.nhs.uk/ (Opens in a new tab)