Care Navigator
Job summary
Oakfield Surgery is seeking a motivated and caring Care Navigator to join our friendly and supportive practice team. As the first point of contact for patients, you will play a vital role in helping people access the right care, at the right time, while providing outstanding customer service in a busy healthcare environment.
This is a varied and rewarding role that requires excellent communication skills, a calm and professional approach, and the ability to work effectively under pressure. You will work closely with GPs, clinicians and administrative colleagues to support the delivery of high-quality patient care and ensure the smooth day-to-day running of the practice.
We are looking for someone who is approachable, organised, compassionate and committed to providing an excellent patient experience. Previous customer service, reception or NHS experience would be advantageous, although full training will be provided.
Main duties of the job
As a Care Navigator, you will be responsible for welcoming patients, managing telephone and face-to-face enquiries, and directing patients to the most appropriate service or healthcare professional. You will book appointments, process registrations, manage clinical correspondence, support prescription workflows and maintain accurate patient records using practice systems.
The role also involves handling confidential information, supporting administrative processes, responding sensitively to patient queries, and working collaboratively with the wider practice team to ensure an efficient and effective service. You will be expected to provide excellent customer care at all times while maintaining professionalism, accuracy and confidentiality.
You may also support colleagues across different areas of the practice, contribute to continuous improvement, and help maintain a welcoming environment for patients and visitors.
About us
Suffolk Primary Care (SPC) is a forward-thinking partnership of GP surgeries across Suffolk. Our collaborative approach enables doctors and staff to share resources, ensuring the continued delivery of high-quality healthcare.
We are committed to equal employment opportunities and encourage applications from all qualified individuals.
Benefits of Working with SPC
NHS Pension Scheme:
- Defined benefits scheme
- Life insurance
- Family benefits, including adult dependents & children's pensions
- Ill health benefits
- 23.7% employer contribution
Electric Car Salary Sacrifice Scheme:
- Low monthly payments, no deposit, no credit check
- Fully comprehensive insurance, servicing, tyres & breakdown cover
- Up to £2,000 annual SPC contribution (subject to conditions)
Flexible Working Arrangements:
GP remote working options to accommodate personal commitments
Additional Benefits:
- Eye care vouchers
- Health service discounts, including a complimentary Blue Light Card for new starters
- Minimum 33 days annual leave (inclusive of bank holidays) for full-time employees, with enhancements for long service
- Enhanced maternity & paternity terms
- High street discounts via our online portal
- Salary sacrifice schemes for technology, homewares (Currys, John Lewis, Decathlon), cycling, and gym memberships
At SPC, we invest in our staffs professional growth and well-being, fostering a positive work environment that benefits both our team and the communities we serve.
Job description
Job responsibilities
Job Summary
To provide comprehensive administrative support for the general practice and to act as focal point for patients and staff.
To receive and assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors either in person or via the telephone.
Facilitate effective communication between patients and members of the healthcare community.
Handle patient complaints in accordance with practice protocols.
To provide an efficient and accurate support to the secretarial team, clinicians & patients. Key Responsibilities
To respond to all queries and requests for assistance from patients and visitors at reception ensuring at all times that enquires from patients are efficiently and courteously handled.
To ensure that telephones are at all times answered promptly and politely at all times, accurate messages taken and calls passed to the appropriate person as necessary, supplying information as required in a timely fashion.
To ensure that scanning, filing, record keeping and distribution of documents are undertaken efficiently and promptly.
To ensure that the waiting area and leaflet stands are at all times kept tidy and leaflets are re-stocked or removed as required and to check and put away deliveries of stock as required.
Use the surgery computer system for appointments, patient data, repeat prescriptions and other patient related tasks.
Greet patients and log arrival on the computer/show patients how to use the automated booking in service.
Collect any necessary information from the patient for their consultation, deal with any enquiries and provide any information the patient may need.
To send out recall letters for chronic disease quality marker clinics in line with requirements of the GP Contract. www.suffolkprimarycare.uk
Record requests for house calls, ensuring accurate details are taken and print off visit summary.
To frank mail and prepare for posting on a daily basis and deal with including incoming mail as required, including date stamping.
To file all correspondence in appropriate files on a daily basis.
To prepare acute/repeat prescriptions for GP signature, ensuring at all times the correct name, address and date of birth of the patient.
To assist with new patient registrations together with inputting their necessary data onto computer and making up new files/amalgamating and process amendments to patient records.
To book interpreters as and when required for patients and advise whether or not request has been completed.
To ensure the prompt return of files on a weekly basis to Business Service Organisation (BSO), ensuring that a printed summary/scanned images are included before returning patient files to BSO. (CCG currently).
To carryout routine daily backups of computer system.
To advise patients of relevant charges for private services, accept payment and issue receipts if necessary.
To photocopy and fax information when required, ensuring photocopying is kept up to date at all times.
To cover duties of absent members of staff as and when required including cover during tea/lunch breaks at reception as and when required.
To send out DNA letters to patients.
To act as chaperone when requested and print off smear forms for the patient/check patient specific directives (PSD).
To attend staff meetings as required and participate fully in annual staff appraisal.
Any other clerical/reception duties as deemed appropriate and requested by senior receptionists or line managers.
To be flexible in the workplace in terms of hours worked as and when the need arises and be prepared to work across sites.
To operate start and end of day procedures in line with practice policy and ensure premises are prepared for staff to receive patients and also secured after use.
To provide an efficient audio/copy typing service for GPs and health professionals as required. This includes the typing of letters, reports, patient referrals and liaising with organisations relating to patient matters in an accurate and quality manner. Confidentiality
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. www.suffolkprimarycare.uk
In the performance of the duties outlined in this Job Description, the post-holder will have access to confidential information relating to patients and their carers, staff and other healthcare workers. They may also have access to information relating to Suffolk Primary Care as a business organisation. All such information from any source is to be regarded as strictly confidential
Information relating to patients, carers, colleagues, other healthcare workers or the business of Suffolk Primary Care may only be divulged to authorised persons in accordance with Suffolk Primary Care policies and procedures relating to confidentiality and the protection of personal and sensitive data
Person Specification
Experience
- Minimum of one year's experience in a busy customer service, reception or administrative environment.
- Experience of working as part of a team in a fast-paced setting.
- Experience using computerised systems and standard office equipment.
- Understanding of confidentiality requirements and professional handling of sensitive information.
- Confidence to use own judgement based on
- resourcefulness and local knowledge in response to patient
- or staff queries.
- Understanding of local health issues.
- Previous NHS experience
- Experience of clinical systems, including SystmOne
Qualifications
- Educated to GCSE level (or equivalent), including English and Maths.
- Typing qualification (e.g. RSA/ECDL or equivalent) with the ability to accurately input and process information.
- Competent IT skills and ability to use computer systems effectively.
- ECDL/CLAIT or other IT qualification.
- NVQ level 2 in customer service.
- Medical receptionist diploma
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
Oakfield Surgery
Address
Oakfield Surgery
Newmarket Hospital
Newmarket
Suffolk
CB8 7JG
United Kingdom
Employer's website
https://suffolkprimarycare.uk/oakfield-surgery/