About this role
Job summary
We are looking to recruit a Care Navigator to join our friendly and supportive general practice team. The Care Navigator role is a key frontline position, acting as the first point of contact for patients and visitors to the practice. You will play an essential role in ensuring patients are directed to the most appropriate care in a timely and efficient manner.
Main duties of the job
The Care Navigator will provide a high-quality, patient-focused service and will be responsible for a range of administrative and reception duties, including:
Registering new patients and ensuring patient records are accurately maintained Completing and processing triage forms to support appropriate clinical decision-making Allocating, booking and managing patient appointments across clinical services Processing paper prescriptions in line with practice procedures Opening and/or closing the practice as required Providing cover for alternative working patterns during periods of staff absence Supporting the smooth day-to-day running of the practice while maintaining patient confidentiality at all times
About us
We are a NHS GP practice committed to delivering high-quality, patient-centred care to our local community. Our multidisciplinary team works collaboratively to provide safe, effective and compassionate services. We value teamwork, continuous improvement and staff wellbeing, and we strive to create a positive and inclusive working environment where all team members feel supported and respected.
Job description Job responsibilities
The Care Navigator is a key member of the practice team and acts as the first point of contact for patients, carers and visitors. The post holder will provide a professional, welcoming and efficient reception and administrative service, supporting the smooth day-to-day running of the practice and ensuring patients are appropriately directed to the correct service or clinician.
The role requires excellent communication skills, a patient-centred approach and the ability to work effectively as part of a busy multidisciplinary team.
Main Duties and Responsibilities
Patient Services
Act as the first point of contact for patients, carers and visitors, both in person and via telephone
Register new patients in accordance with practice policies and NHS requirements
Complete and process triage forms accurately to support appropriate clinical assessment
Allocate, book and manage patient appointments, ensuring patients are directed to the most appropriate service
Provide patients with accurate information regarding practice services and access routes
Administrative Duties
Process paper prescriptions in line with practice procedures and confidentiality requirements
Maintain and update patient records accurately and in a timely manner
Ensure all data is handled in accordance with GDPR and patient confidentiality standards
Support general administrative tasks as required to ensure the efficient operation of the practice
Practice Support
Open and or close the practice in line with agreed procedures
Provide cover for alternative working patterns during periods of staff absence
Support extended access services where required, including working additional hours outside of core practice times
Work collaboratively with clinical and non clinical colleagues to ensure a high standard of service delivery
General Responsibilities
Maintain a courteous, calm and professional manner at all times, particularly when dealing with distressed or unwell patients
Adhere to all practice policies, procedures and NHS guidelines
Participate in training and team meetings as required
Contribute to a positive, supportive and inclusive working environment
Working Hours
The role operates on one of two fixed working patterns:
Monday to Friday, 7:45am 1:30pm
or
Monday to Friday, 1:30pm 6:30pm
Additional hours may be requested to support extended access services outside of core practice hours, subject to service requirements.
Confidentiality
In the course of seeking treatment, patients entrust the practice with sensitive personal information. The Care Navigator must respect patient confidentiality at all times and comply with data protection legislation and practice policies.
Person Specification
Qualifications Essential
Good general standard of education, including literacy and numeracy skills
Desirable
Customer service qualification or relevant training NVQ Level 2 or equivalent in Customer Service, Administration or Healthcare
Experience Essential
Experience of working in a customer servicefocused role Experience of dealing with the public, both face to face and via telephone Experience of working in a busy, fast-paced environment
Desirable
Experience working in a healthcare, NHS or GP practice setting Experience of appointment booking or reception based work
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 Larksfield and Arlesey Medical Partnership
Address Larksfield Surgery
Arlesey Road
Stotfold
Hitchin
Hertfordshire
SG54HB
United Kingdom
Employer's website https://larksfieldandarlesey.co.uk/ (Opens in a new tab)