Care Coordinator/Navigator

Job description

Job responsibilities

Job Responsibilities

Reception Duties & Telephone Triage

Act as a professional and welcoming first point of contact for patientsin person, on the telephone, or online.

Handle telephone triage, accurately assessing patient needs and escalating urgent concerns as appropriate.

Support patient appointment bookings, queries, and cancellations, using established protocols.

Promote patient access to digital and online services.

Register new patients, maintain accurate demographic records, and process correspondence and communications.

Recalls Management

Lead on coordinating patient recalls for long-term condition reviews (e.g., diabetes, asthma, hypertension).

Work closely with clinicians and administrative teams to plan, schedule, and track recall invitations.

Follow up with patients to ensure attendance at necessary appointments.

Proactively identify patients overdue for health checks or reviews, ensuring they are booked appropriately.

Maintain accurate recall records within EMIS Web and assist with audit/reporting requirements.

Care Coordination & Personalised Support

Manage a caseload of patients, focusing on personalised care plans for those with complex needs.

Support patients and carers to navigate health, social care, and community services.

Refer patients to social prescribing link workers, health & wellbeing coaches, or other relevant services.

Help patients prepare for or follow up on clinical conversations to enable informed decision-making.

Leadership

Provide daily leadership to the reception and care navigation team, acting as a role model for excellent patient care.

Ensure smooth operations, including opening/closing duties in line with the rota.

Digital Support & Development

Support the team and patients with online consultations.

Monitor, process, and track digital consultations via the practices systems, ensuring timely escalation and action.

Actively participate in improving digital systems and workflows.

Administration & IT Systems

Accurately maintain patient records on EMIS Web and other systems.

Assist with data extraction for audits, QOF, and PCN reporting.

Process incoming/outgoing correspondence, scanning, and task management.

Consultation Room Preparations

Clearing and re-stocking of consulting rooms as required

Consulting rooms prepared in readiness for each consulting session.

Rooms are checked at the end of each consulting session and left tidy and secure.

Confidentiality

Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Confidentiality

Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & Safety

The post-holder will manage their own and others health & safety and infection control as defined in the Practices Health & Safety Policy, the Practice Health & Safety Manual, and the Practices Infection Control Policy and published procedures.

Comply with Practice health & safety policies by following agreed safe working procedures

Actively report health & safety hazards and infection hazards immediately

Keeping work and general areas clean and tidy, and using appropriate infection control procedures to keep work areas hygienic and safe from contamination.

Undertaking periodic infection control training (minimum annually)

Awareness and compliance with national standards of infection control, hygiene, regulatory / contractual / professional requirements, and good practice guidelines.

Reporting incidents using the organisations Incident Reporting System

Using personal security systems within the workplace according to Practice guidelines

Making effective use of training to update knowledge and skills

Equality and Diversity

The post-holder will support, promote and maintain the Practices Equality & Diversity Policy.

No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.

The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families.

Personal Development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development

Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Ensure the completion of BlueStream Academy training as required and within timeframes.

Quality:

The post-holder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk

Assess own performance and take accountability for own actions, either directly or under supervision

Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance

Work effectively with individuals in other agencies to meet patients needs

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members

Communicate effectively with patients and carers

Recognise peoples needs for alternative methods of communication and respond accordingly

Contribution to the implementation of services:

The post-holder will

Apply practice policies, standards and guidance

Discuss with other members of the team how the policies, standards and guidelines will affect own work

Participate in audit where appropriate

Other Delegated Duties

This job description is not intended to be exhaustive. It may be changed as required by the Practice as needs change. The employee shares with the employer the responsibility for review and modification of duties.

Person Specification

Person Specification

Essential

• - Excellent written and verbal communication
• - Strong organisational skills, attention to detail, and multitasking ability
• - Empathetic, calm, and patient-centred approach
• - Strong communication skills, with the ability to interact effectively with patients and multidisciplinary teams.
• - Proficiency in using clinical systems (e.g., EMIS Web), Microsoft Office applications and other relevant software packages.
• - Demonstrated ability to manage multiple tasks efficiently in a busy environment.
• - Commitment to providing high-quality patient care and service.
• - Able to work under pressure and meet deadlines
• - Good interpersonal skills
• - Demonstrate effective organisational skills
• - Ability to work as part of an integrated multi-skilled team member without direct supervision

Desirable

• - Understanding of Care Navigation and Personalised Care frameworks
• - Knowledge of local healthcare services and community resources.
• - Knowledge of Basic medical terminology
• - Secretarial qualification or demonstrable experience at NVQ Admin level 3, RSA3 or equivalent
• - Understanding of health inequalities and reduction strategies

Experience

Essential

• - Experience in telephone triage, reception duties, and patient recalls
• - Leadership or supervisory experience in a healthcare setting

Desirable

• - Experience supporting online consultation platforms
• - Previous call-handling, care navigator experience
• - Experience in mentoring or supervising staff members

Qualifications

Essential

• - Minimum GCSE English and Maths or equivalent

Desirable

• - Completion of accredited care navigation training or willingness to undertake such training.
• - Completion of Personalised Care Institute (PCI) accredited Care Coordination course

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

Moor Green Lane Medical Centre

Address

339 Moor Green Lane

Moseley

Birmingham

West Midlands

B13 8QS

Employer's website

https://moorgreenlanemc.co.uk/ (Opens in a new tab)