About this role
Job summary
The Care Navigator is responsible for providing friendly, efficient, and compassionate support to patients, clinicians, and other staff. This role serves as the first point of contact for the practice, managing the appointments system, processing requests, and facilitating effective communication between patients and the healthcare team.
The Care Navigator also assists with a variety of administrative duties to support the smooth running of the Practice including the provision of secretarial and clerical support to clinical staff and other members of the Practice team.
The role involves working closely with patients, GPs, the extended primary care team and other relevant health and social care professionals to ensure care delivery is of a high quality. Key responsibilities include provision of efficient, professional and high-quality patient support face to face, over the telephone and online, executing management plans, leading on completion of administrative tasks, arranging coverage, supporting reception and admin teams, and managing various communication channels efficiently.
The role will deliver essential patient recall across all areas of QOF and LTC LCS ensuring patient appointments are well utilised and escalating any issues directly to the Reception Manager for prompt resolution. The role demands excellent organisational skills, customer service, and the ability to work collaboratively within a diverse healthcare team.
Main duties of the job
Offer a welcoming and professional first point of contact for patients, visitors, and telephone callers
Maintain and monitor the Practice appointments system
Process personal and telephone requests for appointments, visits and telephone consultations and ensure callers are directed to the appropriate healthcare professional
Process and distribute incoming (and outgoing) mail, take messages, and provide general administrative support
Process repeat prescriptions in accordance with Practice guidelines
Perform data entry, filing, and other clerical duties as required
Maintain organization and tidiness of the reception area
Work with the Triage GP to contact patients, arrange ongoing care, and complete administrative tasks
Manage the Practice's electronic, paper, and telephone communications effectively and efficiently
Liaise with patients about their management plans under clinician supervision
Provide word processing support for clinicians, including letters, reports, and referrals
Support operational and quality improvement initiatives, such as QOF, DES, and LCS targets
Cover for members of the reception and admin team during leave or absence
Adhere to practice policies, standards, and legislation regarding information governance, confidentiality, and patient rights
About us
Islington GP Federation (IGPF) is a growing organisation representing 31 practices; we have established ourselves as a leader in new ways of working, including running Islingtons extended access primary care services (I: HUB) as well as supporting the Islington Primary Care Networks (PCNs). Our current range of services include the Extended Access Service, I: HUB, Community Ear, Nose and Throat (ENT), Integrated Community Gynaecology, practice-based pharmacists and a range of practice support mechanisms. IGPF works very closely with a range of partners including the regional commissioning group, NHS England, Healthy London Partnership, Public Health, local hospitals such as UCLH,Whittington Health and the London Borough of Islington.
IGPF is the host organisation for the Primary Care Network (PCN) workforce and the Islington Training Hub and has been working for over three years to create training and development programmes that meet the needs of staff working in primary and community care settings.
IGPF runs four Islington GP Practices-Northern Medical Practice, Barnsbury Medical Practice, City Road Medical Centre and Hanley Primary Care Centre
Job description Job responsibilities
The Care Navigator is responsible for providing friendly, efficient, and compassionate support to patients, clinicians, and other staff. This role serves as the first point of contact for the practice, managing the appointments system, processing requests, and facilitating effective communication between patients and the healthcare team. The Care Navigator also assists with a variety of administrative duties to support the smooth running of the Practice including the provision of secretarial and clerical support to clinical staff and other members of the Practice team. The role involves working closely with patients, GPs, the extended primary care team and other relevant health and social care professionals to ensure care delivery is of a high quality. Key responsibilities include provision of efficient, professional and high-quality patient support face to face, over the telephone and online, executing management plans, leading on completion of administrative tasks, arranging coverage, supporting reception and admin teams, and managing various communication channels efficiently. The role will deliver essential patient recall across all areas of QOF and LTC LCS ensuring patient appointments are well utilised and escalating any issues directly to the Reception Manager for prompt resolution. The role demands excellent organisational skills, customer service, and the ability to work collaboratively within a diverse healthcare team, always representing the surgery professionally and ensuring smooth operational functionality.
Person Specification
Qualities/ Attributes Essential
Ability to provide quality care Good interpersonal and communication skills Good organisational skills Good team working skills Effective time management skills Ability to work independently following verbal or written instructions Adaptable to change Computer literate Basic IT Skills
Desirable
Basic first aid knowledge Health and safety awareness Chaperone Training Certificate or experience Understanding of primary care operations and services; familiarity with electronic patient record systems
Experience Essential
Customer service, administrative, or receptionist experience EMIS Experience Experience of using eConsult or similar online consultation solution Experience in GP Practice or Outpatient Reception
Desirable
Knowledge of clinical terminology and processes
Experience Essential
Customer service, administrative, or receptionist experience EMIS Experience Experience of using eConsult or similar online consultation solution Experience in GP Practice or Outpatient Reception
Desirable
Knowledge of clinical terminology and processes
Qualifications Essential
GCSE grade A to C in English and Maths
Desirable
Qualified to NVQ level 3 Business Administration or equivalent
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.
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Employer details Employer name Islington GP Federation
Address Unit 16-18
The Studios, Hornsey Street
Holloway
London
N7 8EG
United Kingdom
Employer's website https://www.islingtongpfederation.org/ (Opens in a new tab)