Care Navigator

Job description

Job responsibilities

CARE NAVIGATOR JOB DESCRIPTION

Job Title: Care Navigator Location: Lees Medical Practice and The Jalal Practice Reports To: Practice Manager Accountable To: GP Partners and Practice Management Team Hours: As per contract Salary: Dependent upon experience and qualifications

JOB PURPOSE

The Care Navigator is a key member of the practice team and serves as the first point of contact for patients accessing services at Lees Medical Practice and The Jalal Practice. The post holder will provide a professional, efficient, and patient-centred service, ensuring patients receive the right care, from the right person, at the right time.

The Care Navigator will use care navigation principles to assess patient requests, signpost appropriately, facilitate access to healthcare services, and support the effective delivery of primary care services. The role requires excellent communication skills, empathy, professionalism, discretion, and the ability to manage a busy and demanding workload.

The post holder will work collaboratively with clinicians, administrative staff, external healthcare providers, community organisations, and other stakeholders to support positive patient outcomes and ensure an excellent patient experience.

KEY RESPONSIBILITIESPatient Access and Care Navigation

• Act as the first point of contact for patients attending the practice, contacting the surgery by telephone, online consultation systems, email, or other communication methods.
• Support patients in accessing the most appropriate healthcare professional or service based on their needs.
• Apply approved care navigation protocols and pathways safely and consistently.
• Book, amend, reschedule, and cancel appointments using the clinical system.
• Signpost patients to alternative services where appropriate, including:
  • Community Pharmacy
  • NHS 111
  • Urgent Treatment Centres
  • Community Services
  • Mental Health Services
  • Social Prescribing Services
  • Voluntary and Third Sector Organisations
• Recognise situations requiring urgent clinical attention and escalate immediately in accordance with practice procedures.
• Ensure patients are treated with dignity, respect, compassion, and professionalism at all times.

Reception Duties

• Welcome patients and visitors in a professional and friendly manner.
• Manage patient arrivals and departures efficiently.
• Assist patients with registration processes and registration documentation.
• Verify and update patient demographic information.
• Support the effective operation of front-of-house services.
• Maintain a professional reception environment and ensure confidentiality is protected.

Administrative Responsibilities

• Process incoming and outgoing correspondence accurately and efficiently.
• Scan, code, and attach relevant patient documents to electronic health records.
• Process requests and documentation in accordance with practice procedures.
• Support referrals, recalls, invitations, and other routine administrative functions.
• Maintain accurate records and databases.
• Assist in clinical and administrative audits as required.
• Support data quality improvement initiatives.

Telephone and Digital Communication

• Answer telephone calls promptly and professionally.
• Manage a high volume of patient contacts whilst maintaining excellent customer service standards.
• Respond to patient enquiries appropriately and efficiently.
• Support patients in using online services, including NHS App functionality and online consultation systems.
• Escalate concerns, complaints, and safeguarding issues to the appropriate member of staff.

Patient Support and Advocacy

• Assist vulnerable patients in accessing healthcare services.
• Provide information regarding practice services and NHS pathways.
• Identify barriers to healthcare access and seek solutions where appropriate.
• Support carers and family members where necessary while maintaining confidentiality requirements.
• Promote patient self-care and independence where appropriate.

Safeguarding Responsibilities

• Maintain awareness of safeguarding responsibilities for children and vulnerable adults.
• Recognise potential safeguarding concerns and report them in accordance with practice policies.
• Participate in safeguarding training and updates.
• Follow all safeguarding procedures and escalation pathways.

Information Governance and Confidentiality

• Maintain strict confidentiality at all times.
• Comply with GDPR, Data Protection legislation, and Caldicott Principles.
• Ensure patient records are maintained accurately and securely.
• Report any information governance breaches immediately.

Team Working

• Work collaboratively with GPs, Nurses, Healthcare Assistants, Pharmacists, Care Coordinators, Social Prescribers, and administrative staff.
• Participate in team meetings and service improvement activities.
• Support colleagues during periods of increased workload.
• Contribute positively to a culture of teamwork, respect, and continuous improvement.

Service Development and Quality Improvement

• Participate in practice development projects and improvement programmes.
• Support initiatives to improve patient access and experience.
• Assist in achieving practice targets and contractual requirements.
• Promote patient engagement and feedback initiatives.
• Contribute ideas to improve efficiency and service delivery.

PERSON SPECIFICATIONEssential Qualifications

• Good standard of education including GCSE English and Mathematics (Grade C/4 or above) or equivalent.
• Competent IT skills including Microsoft Office applications.

Essential Experience

• Experience of working in a customer service, reception, administration, or healthcare environment.
• Experience dealing with the public in a professional setting.
• Experience handling confidential information.

Essential Skills

• Excellent verbal and written communication skills.
• Outstanding customer service skills.
• Ability to remain calm under pressure.
• Strong organisational and prioritisation skills.
• Ability to multitask within a busy environment.
• Attention to detail and accuracy.
• Ability to work independently and as part of a team.
• Professional and empathetic approach to patient interactions.

Desirable Criteria

• Previous experience within General Practice or the NHS.
• Experience using EMIS Web clinical system.
• Care Navigation training.
• Knowledge of NHS services and primary care pathways.
• Understanding of the NHS Long Term Plan and integrated care services.

CORE VALUES

The post holder will demonstrate the values of Lees Medical Practice and The Jalal Practice by:

• Putting patients at the heart of everything we do.
• Treating all individuals fairly, respectfully, and with dignity.
• Working collaboratively to deliver outstanding patient care.
• Maintaining honesty, integrity, and professionalism.
• Embracing continuous learning and improvement.
• Supporting an inclusive, safe, and positive working environment.

This job description is intended as a guide to the main responsibilities of the role and may be reviewed and amended to reflect the changing needs of Lees Medical Practice and The Jalal Practice.

Person Specification

Qualifications

• Essential Criteria for Care Navigator
• Lees Medical Practice & The Jalal Practice
• Qualifications & Training
• Good standard of education including GCSE English and Mathematics (Grade 4/C or above) or equivalent.
• Competent IT skills, including the use of Microsoft Office applications.
• Experience
• Experience working in a customer-facing role.
• Experience working in a busy office, reception, administrative, or healthcare environment.
• Experience handling confidential information.
• Experience communicating effectively with members of the public.
• Knowledge
• Understanding of excellent customer service principles.
• Understanding of confidentiality and data protection requirements.
• Awareness of equality, diversity, and inclusion.
• Understanding of safeguarding responsibilities for children and vulnerable adults.
• Communication Skills
• Excellent verbal communication skills.
• Excellent listening skills.
• Ability to communicate clearly and professionally with patients, carers, colleagues, and external organisations.
• Ability to handle sensitive conversations with empathy, discretion, and professionalism.
• Administrative Skills
• Good organisational and time management skills.
• Ability to manage multiple tasks and prioritise workload effectively.
• Accurate data entry and record-keeping skills.
• Ability to maintain clear, accurate, and confidential records.
• Competent keyboard and IT skills.
• Personal Attributes
• Professional, courteous, and approachable manner.
• Ability to remain calm under pressure.
• Reliable and punctual.
• Flexible and adaptable approach to work.
• Commitment to delivering high standards of patient care and customer service.
• Ability to work independently and as part of a team.
• Positive attitude towards change and continuous improvement.
• Team Working
• Ability to build and maintain effective working relationships with colleagues.
• Supportive and collaborative approach to team working.
• Willingness to assist colleagues and share responsibilities when required.
• Information Governance
• Understanding of GDPR, confidentiality, and information governance requirements.
• Ability to maintain confidentiality at all times.
• Ability to handle patient information securely and appropriately.
• Safeguarding & Health and Safety
• Awareness of safeguarding children and vulnerable adults.
• Understanding of personal responsibility for health and safety within the workplace.
• Ability to identify, report, and escalate concerns appropriately.
• Values and Behaviours
• Commitment to putting patients first.
• Treats all individuals with dignity, respect, and compassion.
• Demonstrates honesty, integrity, and accountability.
• Works collaboratively and professionally with colleagues and external partners.
• Promotes equality, diversity, and inclusion.
• Supports a positive, safe, and respectful working environment.

• Copilot said:
• Desirable Criteria for Care Navigator
• Lees Medical Practice & The Jalal Practice
• Qualifications & Training
• Care Navigation Training.
• Customer Service Qualification.
• NVQ Level 2 or Level 3 in Business Administration, Customer Service, Health & Social Care, or a related field. Degree level qualification in relevant area.
• Additional training in reception, administration, or healthcare support.
• Experience
• Previous experience working within a GP Practice.
• Previous NHS experience.
• Experience using EMIS Web or other GP clinical systems.
• Experience managing appointment systems and patient registrations.
• Experience working in a healthcare or primary care setting.
• Experience supporting vulnerable patients or those with complex needs.
• Knowledge
• Knowledge of NHS Primary Care services.
• Understanding of Care Navigation and active signposting principles.
• Knowledge of local healthcare providers, community services, and voluntary sector organisations.
• Awareness of Primary Care Network (PCN) services.
• Understanding of NHS App services and online patient access tools.
• Knowledge of Quality and Outcomes Framework (QOF) and recall systems.
• Communication Skills
• Experience handling difficult or challenging conversations.
• Ability to communicate effectively with patients from diverse cultural backgrounds.
• Additional language skills relevant to the local population.
• Experience supporting patients with communication difficulties or additional needs.
• Administrative & IT Skills
• Experience using EMIS Web, Docman, Accurx, MJOG, or similar healthcare systems.
• Experience with clinical coding processes.
• Experience maintaining patient databases and producing reports.
• Advanced Microsoft Office skills, including Excel and Outlook.
• Team Working
• Experience working within a multidisciplinary team.
• Experience liaising with external agencies, community services, or healthcare professionals.
• Experience mentoring, supporting, or training new staff members.
• Service Improvement
• Experience participating in quality improvement projects.
• Experience contributing to service development initiatives.
• Understanding of patient feedback processes and patient engagement activities.
• Experience assisting practices in achieving performance or contractual targets.
• Information Governance & Safeguarding
• Previous Information Governance training.
• Previous safeguarding training within a healthcare setting.
• Knowledge of NHS confidentiality standards and best practice.
• Personal Attributes
• Demonstrates leadership potential.
• Enthusiastic approach to learning and professional development.
• Ability to identify opportunities to improve processes and patient experience.
• Commitment to innovation and continuous improvement in healthcare services.

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

Lees Medical Practice

Address

Lees Medical Practice

Athens Way

Lees

Oldham

OL4 3BP

United Kingdom

Employer's website

https://leesmedicalpractice.nhs.uk/