Job summary
The University of Nottingham Health Service, Cripps Health Centre, is looking to recruit a dedicated, hardworking Care Navigator / Receptionist to join our large team.Situated on the beautiful grounds of the University of Nottingham, the successful candidate will join our team of 90+ in providing excellent health care services to our patient population. This includes
* Offering general assistance to the practice team and projecting a positive and friendly image to patients and other visitors.
* Receiving, assisting and directing patients in accessing the appropriate healthcare professional in a courteous, efficient and effective way.
* Undertaking a variety of administration duties to assist in the smooth running of the Practice.
* Facilitate effective communication between patients, members of the primary health care team, secondary care and other healthcare agencies.
Main duties of the job
* Opening up and locking up of practice premises
* Maintaining and monitoring the practice appointment system
* Care Navigation - Processing requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional or service
* Taking messages and passing on information
* Processing repeat prescriptions in accordance with practice guidelines
* Medical record administration such as registering and deducting patients
* Computer data entry and data allocation and collation, processing and recording information in accordance with practice procedures.
About us
Our health centre provides a welcoming, inclusive, and student-centred environment designed to support the unique needs of a diverse student population. The atmosphere is calm, respectful, and professional, with a strong emphasis on approachability and compassion. We foster a sense of safety and confidentiality to encourage students to seek help without hesitation.
We maintain a collaborative work ethic grounded in integrity, empathy, and accountability. Our multidisciplinary team works cohesively to provide holistic care, ensuring that both physical and mental health needs are addressed. Staff are encouraged to communicate openly, support one another, and continuously improve through training and reflective practice.
A key pillar of our culture is staff wellbeing. We actively promote work-life balance, mental health awareness, and peer support among staff. By prioritising our teams health, we ensure they are well-equipped to deliver the highest quality care to our patients.
Job description
Job responsibilities
Job Purpose
The Care Navigator is a key front-line role, providing a vital link between patients and the clinical services offered by the health centre. They help ensure patients access the right care, at the right time, in the right place. By supporting efficient service delivery and offering person-centred guidance, the Care Navigator plays an essential part in enhancing both patient experience and clinical workflow.
Key ResponsibilitiesPatient Access & Navigation
-
Act as the first point of contact for patients seeking appointments or advice.
-
Help patients understand and access the appropriate clinical or support services (GP, nurse, mental health practitioner, community resources).
-
Proactively signpost to health centre services, student wellbeing resources, or external agencies when appropriate.
Administrative & Coordination Duties
-
Manage appointment bookings using the clinical system (e.g., EMIS, SystmOne).
-
Support clinical triage processes by gathering relevant information in a sensitive and confidential manner.
-
Handle enquiries in person, over the phone, or via digital platforms efficiently and compassionately.
Support to Clinical Staff
-
Ensure clinicians have the information and materials needed for smooth patient care.
-
Liaise with other departments (e.g., university wellbeing teams, safeguarding leads) as needed to coordinate care.
Wellbeing & Service Promotion
-
Actively promote health campaigns, student wellbeing initiatives, and mental health support.
-
Contribute to a positive, supportive work environment with a shared focus on both patient and staff wellbeing.
Job description
Job responsibilities
Job Purpose
The Care Navigator is a key front-line role, providing a vital link between patients and the clinical services offered by the health centre. They help ensure patients access the right care, at the right time, in the right place. By supporting efficient service delivery and offering person-centred guidance, the Care Navigator plays an essential part in enhancing both patient experience and clinical workflow.
Key ResponsibilitiesPatient Access & Navigation
-
Act as the first point of contact for patients seeking appointments or advice.
-
Help patients understand and access the appropriate clinical or support services (GP, nurse, mental health practitioner, community resources).
-
Proactively signpost to health centre services, student wellbeing resources, or external agencies when appropriate.
Administrative & Coordination Duties
-
Manage appointment bookings using the clinical system (e.g., EMIS, SystmOne).
-
Support clinical triage processes by gathering relevant information in a sensitive and confidential manner.
-
Handle enquiries in person, over the phone, or via digital platforms efficiently and compassionately.
Support to Clinical Staff
-
Ensure clinicians have the information and materials needed for smooth patient care.
-
Liaise with other departments (e.g., university wellbeing teams, safeguarding leads) as needed to coordinate care.
Wellbeing & Service Promotion
-
Actively promote health campaigns, student wellbeing initiatives, and mental health support.
-
Contribute to a positive, supportive work environment with a shared focus on both patient and staff wellbeing.
Person Specification
Experience
Essential
- Working as part of a team in a fast-paced environment, demonstrating reliability and adaptability.
- Customer service or reception experience in any setting.
- Ability to manage multiple tasks efficiently, such as answering call, booking appointments, updating medical records, and responding to queries.
- Commitment to maintaining confidentiality and handling sensitive information.
- Proficient IT skills, including use of email, and Microsoft Office.
Desirable
- Customer service or reception experience in a healthcare, education or support setting.
- Experience of working with other healthcare providers or students.
- Experience in handling sensitive and confidential information, such as medical records.
- Coordinating appointments using booking or patient record systems such as EMIS and SystmOne.
- Supporting vulnerable individuals, e.g. students/patients with mental health needs, internal students/patients or those with disabilities.
- Experience of handling a high volume of telephone and face-to-face enquiries in a calm, professional and courteous manner.
Skills and Knowledge
Essential
- Excellent verbal and written communication skills with the ability to communicate sensitively with a diverse population, including those in distress.
- Good organisational skills, with a high level of accuracy and attention to detail when booking appointments or updating patient records.
- Ability to prioritise workload, work under pressure and remain calm in a busy and sometimes emotionally challenging environment.
- Confident in working both independently and as part of a team showing initiative and reliability.
Desirable
- Awareness of NHS primary care services, and the types of support students may need to access (e.g., mental health, sexual health, general practice).
- Basic understanding of safeguarding principles and responsibilities in a healthcare or support setting.
- Knowledge of equality, diversity, and inclusion, and how to apply these principles in day-to-day interactions with patients and colleagues.
Qualifications
Essential
- GCSE grade A to C / 4-9 in English and Mathematics.
- Evidence of good literacy, numeracy and IT skills through qualifications or relevant work experience.
Desirable
- NVQ Level 2 or 3 in Customer Service, Business Administration, Health and Social Care or similar.
- Certification in Mental Health First Aid, Safeguarding or Equality and Diversity (or willingness to complete training on appointment)
- Additional qualificati9ons in IT systems, such as ECDL (European Computer Driving Licence) or equivalent.
Person Specification
Experience
Essential
- Working as part of a team in a fast-paced environment, demonstrating reliability and adaptability.
- Customer service or reception experience in any setting.
- Ability to manage multiple tasks efficiently, such as answering call, booking appointments, updating medical records, and responding to queries.
- Commitment to maintaining confidentiality and handling sensitive information.
- Proficient IT skills, including use of email, and Microsoft Office.
Desirable
- Customer service or reception experience in a healthcare, education or support setting.
- Experience of working with other healthcare providers or students.
- Experience in handling sensitive and confidential information, such as medical records.
- Coordinating appointments using booking or patient record systems such as EMIS and SystmOne.
- Supporting vulnerable individuals, e.g. students/patients with mental health needs, internal students/patients or those with disabilities.
- Experience of handling a high volume of telephone and face-to-face enquiries in a calm, professional and courteous manner.
Skills and Knowledge
Essential
- Excellent verbal and written communication skills with the ability to communicate sensitively with a diverse population, including those in distress.
- Good organisational skills, with a high level of accuracy and attention to detail when booking appointments or updating patient records.
- Ability to prioritise workload, work under pressure and remain calm in a busy and sometimes emotionally challenging environment.
- Confident in working both independently and as part of a team showing initiative and reliability.
Desirable
- Awareness of NHS primary care services, and the types of support students may need to access (e.g., mental health, sexual health, general practice).
- Basic understanding of safeguarding principles and responsibilities in a healthcare or support setting.
- Knowledge of equality, diversity, and inclusion, and how to apply these principles in day-to-day interactions with patients and colleagues.
Qualifications
Essential
- GCSE grade A to C / 4-9 in English and Mathematics.
- Evidence of good literacy, numeracy and IT skills through qualifications or relevant work experience.
Desirable
- NVQ Level 2 or 3 in Customer Service, Business Administration, Health and Social Care or similar.
- Certification in Mental Health First Aid, Safeguarding or Equality and Diversity (or willingness to complete training on appointment)
- Additional qualificati9ons in IT systems, such as ECDL (European Computer Driving Licence) 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.
