About this role
Job summary
Are you passionate about helping people and delivering excellent customer service? We are seeking a motivated, compassionate, and proactive Bank Care Navigator to join our friendly primary care team. As the first point of contact for patients, you will play a key role in ensuring individuals are directed to the most appropriate healthcare professional or service, helping them access the right care at the right time.
This flexible, zero-hours position offers the opportunity to work within a supportive GP practice and gain valuable experience in a fast-paced healthcare environment. We are looking for someone with excellent communication and organisational skills who enjoys working with people and is committed to delivering a positive patient experience.
Main duties of the job
As a Care Navigator, you will act as the first point of contact for patients, providing a professional, welcoming, and efficient service both in person and over the telephone. You will assess patient enquiries and guide individuals to the most appropriate healthcare professional, service, or support pathway in line with practice procedures.
The role includes managing appointments, handling patient enquiries, supporting administrative functions, maintaining accurate records, and working collaboratively with the wider practice team. You will be expected to communicate effectively, maintain patient confidentiality at all times, and demonstrate a compassionate and patient-centred approach.
This role would suit an individual who is organised, adaptable, and able to remain calm under pressure while working in a busy primary care environment. Previous experience in a customer service, reception, administrative, or healthcare setting would be advantageous, although full training will be provided for the right candidate.
About us
We are a friendly, supportive, and patient-focused GP practice committed to delivering high-quality healthcare services to our local community - population of 25,000 patients over 3 sites. Our multidisciplinary team includes GPs, nurses, healthcare assistants, care navigators, administrators, and other healthcare professionals who work together to provide safe, effective, and compassionate care.
We are proud of our positive and inclusive workplace culture, where every team member is valued, respected, and encouraged to contribute. We recognise the importance of teamwork, continuous improvement, and professional development, and we strive to create an environment where staff can thrive and reach their full potential.
As a Care Navigator, you will join a welcoming and experienced team dedicated to helping patients access the care and support they need. We offer ongoing training, opportunities for personal and professional development, and the chance to make a meaningful difference to the lives of our patients every day.
Benefits of working with us include a supportive and friendly team culture, opportunities for training and career development, membership of the NHS Pension Scheme, flexible bank working arrangements, and access to a diverse and experienced multidisciplinary team.
Job description Job responsibilities
1. Reception Duties
i) Maintain and utilise the appointment system effectively, monitoring patient flow into consulting and treatment rooms.
ii) Manage urgent patient requests appropriately, including completion of eConsult Lite requests where required.
iii) Register new patients and explain practice procedures and services.
iv) Advise patients of charges for private services, process payments, and issue receipts.
v) Respond to enquiries from patients, carers, visitors, and external organisations in a professional manner.
vi) Assist patients with online consultations and electronic requests where required.
vii) Process repeat prescription requests and forward them to the appropriate team within agreed timescales.
viii) Arrange ambulance transport requests and maintain records.
ix) Maintain a clean, tidy, and welcoming reception and waiting area.
x) Open, date stamp, and distribute incoming post.
xi) Contact patients regarding chronic disease reviews, recalls, QOF and DES requirements.
xii) Forward test results and clinical information to the appropriate clinician.
xiii) Undertake scanning, workflow management, photocopying, filing, and administrative duties.
xiv) Monitor and respond to emails, tasks, and internal communications.
xv) Navigate patients to the most appropriate healthcare professional or service.
2. Management of Appointment Systems
i) Maintain a thorough understanding of the appointment system.
ii) Book appointments, recalls, and follow-ups accurately.
iii) Monitor appointment system effectiveness and report issues as required.
3. Management of Medical Records
i) Ensure records are available when required.
ii) Retrieve, file, and maintain records accurately and confidentially.
iii) Process and scan correspondence, reports, and results into patient records.
iv) Maintain electronic and paper filing systems in line with practice procedures.
4. Preparation of Clinical and Consulting Rooms
i) Prepare consulting and treatment rooms for clinical sessions.
ii) Ensure rooms are tidy, secure, and appropriately stocked.
iii) Replenish clinical stock and supplies.
iv) Check emergency equipment and expiry dates.
v) Assist with ordering supplies.
5. Operation of Telephone Systems
i) Answer and make telephone calls, transferring calls and taking messages as appropriate.
ii) Ensure telephone systems are operational at the start and end of each day.
iii) Support patients with online consultation requests when required.
6. Opening and Closing Procedures
i) Open the premises and prepare the practice for patient services.
ii) Secure the premises at the end of the day, ensuring alarms and equipment are checked.
iii) Undertake any other duties reasonably requested by the Practice Manager or Partners.
7. Patient Registrations
i) Register new patients and process registration documentation.
ii) Set up online services and proxy access.
iii) Request and manage records through PCSE.
iv) Maintain patient lists and process deductions and transfers.
8. Clinical Correspondence (Docman) Processing
i) Process, code, and file clinical correspondence.
ii) Distribute information to the appropriate clinical or administrative teams.
9. Referrals
i) Process referrals to community services, including District Nursing, Rapid Response, HCRG, and Home Visiting Services.
ii) Support the administration of e-RS referrals and ensure urgent referrals are processed promptly.
Person Specification
Knowledge, skills and experience Essential
Applicants must demonstrate a strong understanding of and commitment to maintaining strict confidentiality at all times. They should be able to use judgement, initiative, and problem-solving skills when responding to patient enquiries and requests, and consistently provide a professional, courteous, and patient-centred service. Excellent verbal and written communication skills are essential, with the ability to communicate confidently face to face, by telephone, and in writing. Candidates must have good IT skills, including experience using computer systems, email, and Microsoft Office applications, and be able to work accurately with excellent attention to detail. The role requires the ability to adapt to change and work effectively within a busy and evolving NHS environment. Applicants must be able to work well as part of a team while also using their own initiative, demonstrate reliability, good organisational skills, and the ability to manage competing priorities. Experience of working within a team environment is required.
Desirable
Previous experience working in a GP practice or primary care environment would be advantageous, particularly in reception, administrative, or patient-facing roles. Experience of using clinical systems such as EMIS or similar GP software is desirable, along with knowledge of Docman 10, including coding, workflow management, patient registrations, and referral processes. Familiarity with the NHS e-Referral Service (ERS) and associated referral pathways would also be beneficial. Applicants with basic medical knowledge or familiarity with healthcare terminology would be at an advantage. Strong IT skills are desirable, including confident use of Microsoft Office applications such as Word and Excel, as well as experience using email and internet-based systems. The ability to learn new systems quickly and adapt to digital workflows is also important. A good standard of education is preferred, ideally including GCSEs (or equivalent) at grade C/level 4 or above in English, Mathematics, and relevant subjects such as science or computing. As part of the pre-employment process, successful candidates will be required to provide copies of their immunisation records and complete a medical questionnaire prior to commencing employment.
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name Swanley Medical Practice
Address Swanley Medical Practice
26-28 Swanley Centre
Swanley
BR8 7AH
United Kingdom
Employer's website https://swanleymedicalpractice.co.uk/index.aspx (Opens in a new tab)