Job summary
The Care Navigator is a key front-line position responsible for managing the first impressions of the
practice. This role involves greeting patients, managing communication between patients and medical
staff, and facilitating patient access to appropriate healthcare services efficiently. The Care Navigator
plays a crucial role in guiding patients through the complexities of healthcare interactions, ensuring
they receive timely and appropriate care.
We have multiple positions available at different locations listed below:
Stirling Road:
X2 Monday - Thursday 0800-1800
X1 Tuesday - Friday 0800-1800
Ernesettle:
Monday - Thursday 0800-1800
Trelawny:
Tuesday - Friday 0800-1800
Mannamead:
Tuesday - Friday 0800-1800
Main duties of the job
Key responsibilities include scheduling appointments, managing patient records, answering phone
calls, and providing patients with information about healthcare services. The Care Navigator will
ensure that all patient interactions are handled with empathy and efficiency, maintaining confidentiality
and compliance with healthcare regulations. This position requires excellent communication skills,
strong organisational abilities, and a patient-centric approach to service delivery.
About us
The Practice aims to provide where possible a primary site for the post holder to work from, fostering stability and a
strong team relationship. However, flexibility is required, and the post holder must be willing to work at
other branch sites, when necessary, either on a temporary or permanent basis.
Here at Mayflower, we also provide our Care Navigators with an enhanced hourly rate at the end of each month, as long as they have not taken sick leave.
Job description
Job responsibilities
Patient Interaction and Support:
Front Desk Management: Greet patients upon arrival, verify their information, and direct them
to appropriate departments. Ensure a welcoming and respectful environment for all visitors.
Appointment booking: Efficiently manage appointment scheduling using the practices
systems; adjust schedules as needed to accommodate patient needs and maximise resource
utilisation.
Telephone Enquiries: Handle incoming calls, provide information to callers, take messages, or
redirect calls to appropriate staff members.
Administrative Responsibilities:
eConsultations: Process eConsultations received.
Patient Records Management: Maintain and update patient records with accuracy. Ensure all
patient interactions and transactions are logged promptly and comply with legal and privacy
requirements.
Summarising: Summarisation of medical records as required.
Coding and scanning: Scan and code patient correspondence.
Any other administrative work as required.
Communication and Coordination:
Healthcare Provider Liaison: Act as a liaison between patients and healthcare providers.
Ensure that communication is clear and that patients understand their schedules, treatment
plans, and any preparatory steps for appointments.
Resource Navigation: Guide patients to access various healthcare resources available to
them, including special clinics, educational sessions, and community services.
Patient Follow-Up: Conduct follow-ups with patients regarding future appointments, treatment
plans, and healthcare management strategies.
Facility Support:
Resource Management: Manage front-office supplies and ensure that patient areas are
stocked with necessary items like forms, brochures, and informational materials.
Safety Protocols: Maintain cleanliness and safety of the reception area, complying with health
and safety guidelines to ensure a safe environment for patients and staff.
Quality Improvement:
Feedback Collection: Collect and compile patient feedback to identify areas for improvement
in front desk operations and patient care coordination.
Service Enhancement Initiatives: Participate in initiatives aimed at enhancing patient
satisfaction and improving service delivery effectiveness.
Professional Development:
Training Participation: Engage in ongoing training to enhance skills related to patient care,
technology use, communication, and administrative management.
Knowledge Upgrading: Stay updated on new healthcare regulations, insurance policies, and
patient care technologies to continually improve service quality.
Job description
Job responsibilities
Patient Interaction and Support:
Front Desk Management: Greet patients upon arrival, verify their information, and direct them
to appropriate departments. Ensure a welcoming and respectful environment for all visitors.
Appointment booking: Efficiently manage appointment scheduling using the practices
systems; adjust schedules as needed to accommodate patient needs and maximise resource
utilisation.
Telephone Enquiries: Handle incoming calls, provide information to callers, take messages, or
redirect calls to appropriate staff members.
Administrative Responsibilities:
eConsultations: Process eConsultations received.
Patient Records Management: Maintain and update patient records with accuracy. Ensure all
patient interactions and transactions are logged promptly and comply with legal and privacy
requirements.
Summarising: Summarisation of medical records as required.
Coding and scanning: Scan and code patient correspondence.
Any other administrative work as required.
Communication and Coordination:
Healthcare Provider Liaison: Act as a liaison between patients and healthcare providers.
Ensure that communication is clear and that patients understand their schedules, treatment
plans, and any preparatory steps for appointments.
Resource Navigation: Guide patients to access various healthcare resources available to
them, including special clinics, educational sessions, and community services.
Patient Follow-Up: Conduct follow-ups with patients regarding future appointments, treatment
plans, and healthcare management strategies.
Facility Support:
Resource Management: Manage front-office supplies and ensure that patient areas are
stocked with necessary items like forms, brochures, and informational materials.
Safety Protocols: Maintain cleanliness and safety of the reception area, complying with health
and safety guidelines to ensure a safe environment for patients and staff.
Quality Improvement:
Feedback Collection: Collect and compile patient feedback to identify areas for improvement
in front desk operations and patient care coordination.
Service Enhancement Initiatives: Participate in initiatives aimed at enhancing patient
satisfaction and improving service delivery effectiveness.
Professional Development:
Training Participation: Engage in ongoing training to enhance skills related to patient care,
technology use, communication, and administrative management.
Knowledge Upgrading: Stay updated on new healthcare regulations, insurance policies, and
patient care technologies to continually improve service quality.
Person Specification
Experience
Essential
- Communication Skills:
- Clear and compassionate communication is essential, as Care Navigators must explain complex healthcare options to patients, often with differing levels of understanding.
- Telephone skills are important for communicating with patients over the phone and scheduling appointments.
- Confidentiality and Professionalism:
- Understanding of patient confidentiality, data protection laws (such as GDPR), and maintaining professional boundaries while handling sensitive patient information.
Desirable
- Ability to work independently and as part of a team.
- Patience and the ability to manage difficult or emotional conversations.
- Adaptability to meet the diverse needs of patients from different backgrounds.
- Ability to quickly learn about new services and keep up-to-date with changes in healthcare provision.
- In summary, experience as a Care Navigator in a GP surgery would involve supporting patients through the maze of healthcare services, offering guidance, managing appointments, and advocating for patients needs, all while ensuring high levels of confidentiality, empathy, and efficiency.
Person Specification
Experience
Essential
- Communication Skills:
- Clear and compassionate communication is essential, as Care Navigators must explain complex healthcare options to patients, often with differing levels of understanding.
- Telephone skills are important for communicating with patients over the phone and scheduling appointments.
- Confidentiality and Professionalism:
- Understanding of patient confidentiality, data protection laws (such as GDPR), and maintaining professional boundaries while handling sensitive patient information.
Desirable
- Ability to work independently and as part of a team.
- Patience and the ability to manage difficult or emotional conversations.
- Adaptability to meet the diverse needs of patients from different backgrounds.
- Ability to quickly learn about new services and keep up-to-date with changes in healthcare provision.
- In summary, experience as a Care Navigator in a GP surgery would involve supporting patients through the maze of healthcare services, offering guidance, managing appointments, and advocating for patients needs, all while ensuring high levels of confidentiality, empathy, and efficiency.
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
