Care Navigator / Administrator
Job summary
Leasowe Medical Practice
We are delighted to offer an exciting opportunity for a skilled and compassionate Care Navigator/Administrator to join our team, providing high-quality primary care services at Leasowe Medical Practice. This role is ideal for a motivated person who is committed to supporting safe and effective care within a forward thinking environment.
As part of our community focused organisation, you will play a key role in improving health outcomes for the residents of Leasowe. You will work alongside an experienced multidisciplinary team, contributing to the delivery of holistic care and promoting health and wellbeing across our patient population.
This is a fantastic opportunity to join a collaborative, friendly team where your expertise, ideas, and professional growth will be valued and supported.
Main duties of the job
The Care Navigator plays a vital frontline role within the practice, supporting patients to access the right service, professional, or support at the right time.
The post holder will provide a professional, efficient, and compassionate reception and administrative service. The Care Navigator will support patients accessing services through a variety of channels including telephone, online consultation systems, the NHS App, email and face-to-face contact.
The post holder will be responsible for signposting patients to the most appropriate service based on information provided by the patient and in accordance with agreed care navigation pathways.
The Care Navigator is a non-clinical role. The post holder is not expected to diagnose conditions, make clinical decisions, or provide medical advice.
About us
One Wirral CIC is a not for profit, Community Interest Company, dedicated to improving the health and wellbeing of people across the Wirral. We work collaboratively with partners, local organisations, and the communities we serve to reduce health inequalities and deliver services that truly make a difference. Our approach is proactive, innovative, and grounded in real data, community insight, and a commitment to continuous improvement.
From 1st April 2026, One Wirral CIC became the new provider of GP services at Leasowe Medical Practice, marking an exciting new chapter for the staff, patients, and wider community. As the first social enterprise provider of GP services in Wirral, any surplus we generate is reinvested directly back into the community, supporting better health outcomes, enhancing local services, and strengthening the neighbourhoods we serve. See our website for more information: www.onewirral.co.uk
At Leasowe Medical Practice, we aim to provide high quality, compassionate care while creating new opportunities for service development, community engagement, and integrated working with our partners.
Joining our team means becoming part of a fast paced organisation that values collaboration, innovation, and practical solutions that meet the changing needs of our population. As we embark on this new phase for Leasowe Medical Practice, we are committed to supporting our staff, investing in our community, and delivering healthcare that truly empowers people to thrive.
Job description
Job responsibilities
Patient Access and Care Navigation
Process and effectively signpost patients to the most appropriate healthcare professional or service in accordance with practice protocols.
Receive and manage patient enquiries by telephone, in person, online consultation platforms and other digital communication channels.
Book, amend and cancel appointments in accordance with practice procedures.
Support patients in accessing services through the NHS App and other approved digital platforms.
Process requests received through online consultation systems such as Patchs or other approved systems.
Provide information regarding available healthcare services and community resources.
Assist patients in navigating health and care services appropriately.
Identify urgent requests and escalate appropriately in line with practice protocols.
Reception and Customer Service
Welcome patients and visitors in a courteous, professional and confidential manner.
Answer incoming telephone calls promptly and deal with enquiries effectively.
Manage difficult conversations and support patients who may be distressed, vulnerable or dissatisfied.
Resolve routine patient queries and escalate concerns where necessary.
Promote a positive patient experience at all times.
Administrative Duties
- Process repeat prescription requests in accordance with practice procedures.
- Register new and temporary patients accurately.
- Enter and update patient demographic information.
- Accurately input information into patient healthcare records.
- Enter and maintain read codes/SNOMED CT codes in line with practice protocols.
- Process incoming and outgoing correspondence.
- Scan and attach patient documentation to electronic medical records.
- Manage practice email inboxes and workflow systems as directed.
- Undertake system searches and reports as requested.
- Photocopy, file and distribute documentation as required.
- Direct requests for Subject Access Requests SARs, insurance reports, solicitor requests, DVLA enquiries and other non-routine correspondence to the appropriate team member.
Workflow Management
- Monitor and action allocated tasks within agreed timescales.
- Support the management of clinical and administrative workflows.
- Prioritise workload effectively while maintaining accuracy.
- Work flexibly to support service delivery during periods of high demand.
Team Working
- Work collaboratively with GPs, nurses, healthcare assistants, administrative staff, Primary Care Network - PCN staff and external healthcare providers.
- Support colleagues and provide cover during periods of absence where required.
- Communicate effectively with patients, carers, colleagues and external agencies.
Secondary Responsibilities
The post holder may also be required to:
Support quality improvement initiatives and practice audits.
Assist with data collection for contractual and quality requirements, including QOF and enhanced services.
Support public health campaigns through patient communication, appointment coordination and administration.
Participate in practice meetings and team development activities.
Assist with opening and closing procedures in accordance with practice rotas.
Undertake any other reasonable duties consistent with the role and grade as requested by management.
Safeguarding Responsibilities
All staff have a responsibility to safeguard and promote the welfare of children and adults at risk.
The post holder will:
- Undertake safeguarding training appropriate to the role.
- Recognise potential safeguarding concerns.
- Report concerns in line with practice safeguarding policies and procedures.
- Maintain awareness of safeguarding responsibilities within General Practice.
Information Governance and Confidentiality
The post holder will:
- Maintain strict confidentiality regarding patient, staff and practice information.
- Comply with UK GDPR, Data Protection Act 2018, NHS Confidentiality Code of Practice and all practice Information Governance policies.
- Ensure personal confidential data is handled securely and appropriately at all times.
- Report any actual or suspected data breaches immediately in accordance with practice procedures.
- Complete mandatory Information Governance training.
Health and Safety
The post holder will:
- Comply with the Health and Safety at Work Act and all practice policies.
- Maintain a safe working environment for patients, visitors and colleagues.
- Report accidents, incidents, hazards and near misses in accordance with practice procedures.
- Maintain clean, tidy and safe reception, office and waiting areas.
Equality, Diversity and Inclusion
The Practice is committed to promoting equality, diversity and inclusion and expects all staff to:
- Treat patients, colleagues and visitors with dignity and respect.
- Challenge discrimination where appropriate.
- Promote equality of access to services for all patients.
Training and Development
The post holder will:
- Complete all mandatory training requirements.
- Participate in annual appraisal and personal development reviews.
- Undertake additional training relevant to the role.
- Maintain competence in care navigation principles, digital systems and customer service skills.
Person Specification
Qualifications
- GCSE grade A to C in English and Maths or equivalent.
- Experience of working in an office environment.
- An interest in improving peoples lives and wellbeing.
- Excellent verbal and written communication skills.
- Ability to communicate clearly and sensitively.
- Ability to manage challenging conversations professionally.
- Customer Service.
- Commitment to providing excellent patient care and service.
- Ability to remain calm under pressure.
- Strong problem-solving skills.
- Organisational skills.
- Ability to manage competing priorities.
- Good attention to detail.
- Ability to work accurately in a fast-paced environment.
- IT Skills.
- Competence in Microsoft Office applications.
- Ability to use GP clinical systems such as EMIS, Docman and
- Patchs.
- Confidence using digital communication platforms and online consultation systems.
- Personal Attributes:
- Professional and compassionate approach.
- Ability to work independently and as part of a team.
- Reliable, flexible and adaptable.
- Commitment to confidentiality and professional standards.
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
One Wirral CIC
Address
2 Oxton Road
Birkenhead
Merseyside
CH41 2QJ
United Kingdom
Employer's website
https://www.onewirral.co.uk/