About this role
Job summary
Are you a compassionate, organised person who thrives in a busy, people-focused environment?
Cornerstone Practice is looking for a Care Navigator to join our friendly team at Rhyddings Surgery, Oswaldtwistle.
As the first point of contact for our patients, you'll play a vital role in connecting people with the right care at the right time- whether that's booking appointments, navigating patients to the right service, or supporting our innovative Connect Hub triage team at Shadsworth Surgery.
We're a well-established practice servicing communities across Blackburn and Oswaldtwistle, built on values of compassion, respect and excellence. We invest in our people, offer a supportive team environment, and are committed to your development.
This is a varied, rewarding role where no two days are the same. If you're someone who genuinely cares about making a difference to people's lives and wants to be part of a practice that puts patients and staff at its heart- we'd love to hear from you.
Main duties of the job
In this role you will be the friendly, professional face of our Practice- greeting patients, answering calls and helping people access the right care quickly and confidently.
Day to day you'll manage appointments booking, handle prescription queries, process correspondence and keep accurate patient records. You'll use our Emis Web clinical systems and work closely with GPs, nurses and the wider team to keep things running smoothly.
A key part if the role is a care navigation - listening carefully to patients and guiding them to the most appropriate service or clinician, including signposting to community and voluntary sector support.
You'll also rotate to our Connect Hub at Shadsworth Surgery, where you'll support telephone and online triage as part of our modern, team-based approach to general practice.
The role spans both front desk and hub-based working , so adaptability and a calm head under pressure are essential.
About us
Cornerstone Practice and Healthcare is more than a GP practice - it's a community. Serving patients across four sites in East Lancashire, we're a close-knit team who genuinely look out for one another.
Our ethos is rooted in Christian values of service, compassion and integrity- and you'll feel that in the way we work. We treat every patient with dignity and every team member with respect. New starters are welcomed, supported and invested in from day one.
We're a practice that's growing and evolving. Our leadership team is hands-on and approachable, and we're committed to building a culture where staff feel valued, heard and proud of the care they deliver.
What we offer:
NHS Pension Scheme Health Benefit Scheme-unlimited online GP access Uniform provided The opportunity to be part of our innovative Connect Hub- a modern, team-based approach to care navigation.Whether you're just starting out in healthcare, or looking develop an existing career, we'll give you the tools, training and support to thrive.
Job description Job responsibilities
To act as the main point of contact at the practice for patients accessing services. This role is the focal point of high quality communication between patients, clinicians and outside organisations, helping ensure services are delivered safely, efficiently and compassionately.
The post-holder will be based primarily at Rhyddings Surgery, Oswaldtwistle, and will be rotated to the Connect Hub at Shadsworth Surgery as part if the Practice's new model of care navigation and triage. The Connect Hub deals predominately with remote contacts (telephone and online). Flexibility is key, as the post may occasionally require support outside of regular hours to provide cover.
Patient Contact
Greet patients in person and by telephone, dealing with all queries, concerns and appointments request respectfully and confidentially.Offer appropriate appointments using the clinical systems, signposting to other professionals or services where necessary.Handle prescription queries, home visits requests following protocol with care and urgency.Provide information about available services including new patient registrationsManage potentially distressing or difficult conversations with compassionDeal with patient complaints and feedback, escalating appropriatelyCare Navigation and Connect Hub
Use active listening and structured questioning to understand a patient's need and navigate them to the most appropriate service or cliniciansTriaging patient calls at the Connect Hub, Shadsworth Surgery, supporting clinical triage workflow under the supervision of cliniciansManage and priorities incoming telephone and online requests using agreed clinical and non-clinical pathwaysAssist patients in accessing services across the Practice's four sites and shared care providersAdministration
Maintain accurate records, update patient details and handle all documents confidentiallyManage scanning, coding, filing and shredding of documents as appropriateEnsure the surgery is open, secure, tidy and prepared dailyCommunication
Provide a link between patients, primary care, secondary care and allied servicesCollaborate effectively with colleagues to ensure smooth handovers and continuity of careContact patients via letter or telephone when requiredOrganisational and Professional Responsibilities
Comply with all polices, procedures and employment termsUphold patient confidentiality and Data Protection/GDPR standards at all timesThis job description is not intended to be a comprehensive description of all duties. Due to the Practice's commitment to continuous improvement it is not likely that the post will develop over time. Any amendments will be made in consultation and agreement with the post-holder.
"Please see the attached job description and person specification for full details of the role and requirements"
Person Specification
Qualifications Essential
5 GCSE Passes (including Mathematics and English Language) or Equivalent
Desirable
AMSPAR Receptionist Qualification NVQ Level 2/3 in Business Administration, Customer Service Health and Social Care
Other Requirements Essential
Satisfactory DBS disclosure Satisfactory reference
Desirable
Full UK driving licence (for multi-site working)
Experience Essential
Previous experience in a customer-facing or administrative role Experience working with members of the public in a busy environment Experience managing competing priorities under pressure Working knowledge of administrative tasks, appointment booking, record keeping Use of basic office software e.g. Microsoft Word, MS Teams, Outlook
Desirable
Previous work in a healthcare or GP practice setting Experience using EMIS Web clinical system Experience of telephone triage or care navigation
Knowledge and skills Essential
Excellent verbal and written communication skills Strong IT skills including Microsoft Office and email Ability to deal with confidential and complex situations Understanding of patient confidentiality and GDPR Ability to work independently and as part of a multi-site team Good organisational skills and attention to detail
Desirable
Knowledge of NHS primary care services and referral pathways Understanding of social prescribing and community services Awareness of safeguarding principles for children and adults
Values and Attitudes Essential
Willingness to learn and develop Flexible approach to change and working hours Able to work under pressure Judgement, common sense and discretion Smart appearance and professional manner Articulate and able to maintain confidentiality Compassionate handling of sensitive issues Reliable, loyal and motivated Able to support and contribute to the Christian ethos and organisational values of the Practice
Desirable
An interest in community health and wellbeing
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 Cornerstone
Address Cornerstone Practice
Rhyddings Surgery
71 Union Road
Accrington
Lancashire
BB5 3DD
United Kingdom
Employer's website https://www.cornerstonepractice.com/ (Opens in a new tab)