Job summary
A Care Navigator is the first point of contact for patients at The Manor Clinic. They are responsible for greeting patients, scheduling appointments, answering phone calls, managing patient records, and ensuring smooth communication between patients and healthcare professionals.
Main duties of the job
Key Responsibilities:
Welcoming patients and handling check-ins/check-outs
Booking, rescheduling, and cancelling appointments
Answering phones and responding to patient enquiries
Maintaining and updating patient records
Handling administrative tasks such as filing and scanning documents, repeat prescribing and E Consults.
Managing waiting room flow and ensuring patient confidentiality
About us
At our practice, you will be joining a friendly, supportive, and dedicated team of professionals who are passionate about delivering high-quality patient care. Our care navigators and administrative team works closely with clinicians and nursing staff in a collaborative and respectful environment where every role is valued.
We pride ourselves on maintaining a warm and welcoming atmosphere both for our patients and for each other. The work can be fast-paced and varied, but our strong team ethic means there's always someone ready to help. We believe in clear communication, mutual respect, and a can-do attitude that keeps the practice running smoothly and positively.
What We Offer:
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A supportive and inclusive workplace culture
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Ongoing training and development opportunities
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NHS pension scheme eligibility
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Regular team meetings and staff wellbeing initiatives
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Opportunities to get involved in service improvement and innovation
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A chance to make a meaningful difference in patients lives every day
If you're looking for a role where you can contribute, grow, and be part of a genuinely caring team we would love to hear from you.
Job description
Job responsibilities
The Care Navigator plays a key role as the first point of contact for patients, helping them access the right care at the right time. This role involves traditional receptionist duties, such as managing appointments and handling patient enquiries, alongside "navigation" tasks guiding patients to the most appropriate services within or outside the practice. Care Navigators ensure patients receive a high standard of customer service while supporting the clinical team with efficient, well-organised administrative support.
Key Responsibilities:
-
Greet patients and visitors professionally, in person and by telephone.
-
Manage appointment bookings, cancellations, and queries using the clinical system.
-
Actively signpost patients to the E Consult.
-
Handle requests for repeat prescriptions, test results, and referrals.
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Maintain confidentiality and professionalism at all times.
-
Update and maintain accurate patient records and documentation.
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Process incoming and outgoing mail, electronic communications, and administrative tasks such as scanning and filing.
-
Monitor and manage the patient waiting area, ensuring a welcoming and calm environment.
-
Work collaboratively with all practice staff to support a smooth patient journey.
-
Assist with any additional duties to support the team and contribute to a high standard of care delivery.
Key Skills and Attributes:
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Excellent communication and interpersonal skills
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Empathy, patience, and a caring attitude
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Ability to remain calm under pressure
-
Strong IT and administrative skills (experience with EMIS is an advantage)
-
Willingness to learn and undertake training
-
A proactive, flexible, and team-oriented approach
-
Understanding of confidentiality, safeguarding, and data protection requirements
Job description
Job responsibilities
The Care Navigator plays a key role as the first point of contact for patients, helping them access the right care at the right time. This role involves traditional receptionist duties, such as managing appointments and handling patient enquiries, alongside "navigation" tasks guiding patients to the most appropriate services within or outside the practice. Care Navigators ensure patients receive a high standard of customer service while supporting the clinical team with efficient, well-organised administrative support.
Key Responsibilities:
-
Greet patients and visitors professionally, in person and by telephone.
-
Manage appointment bookings, cancellations, and queries using the clinical system.
-
Actively signpost patients to the E Consult.
-
Handle requests for repeat prescriptions, test results, and referrals.
-
Maintain confidentiality and professionalism at all times.
-
Update and maintain accurate patient records and documentation.
-
Process incoming and outgoing mail, electronic communications, and administrative tasks such as scanning and filing.
-
Monitor and manage the patient waiting area, ensuring a welcoming and calm environment.
-
Work collaboratively with all practice staff to support a smooth patient journey.
-
Assist with any additional duties to support the team and contribute to a high standard of care delivery.
Key Skills and Attributes:
-
Excellent communication and interpersonal skills
-
Empathy, patience, and a caring attitude
-
Ability to remain calm under pressure
-
Strong IT and administrative skills (experience with EMIS is an advantage)
-
Willingness to learn and undertake training
-
A proactive, flexible, and team-oriented approach
-
Understanding of confidentiality, safeguarding, and data protection requirements
Person Specification
Experience
Essential
- Previous experience in a customer-facing or receptionist role
- - Handling sensitive or confidential information
- - Managing busy workloads and multitasking
Desirable
- Experience working in a healthcare or GP practice setting
- - Use of clinical systems (e.g., EMIS Web)
- - Understanding of NHS services
Knowledge and Skills
Essential
- - Excellent communication and interpersonal skills
- - Confident in using IT systems, email, and telephones
- - High level of accuracy and attention to detail
- - Able to work independently and as part of a team
- - Friendly, professional, and patient-focused manner
- - Reliable and punctual
- - Calm and resilient under pressure
- - Respectful of confidentiality and equality in all interactions
- - Willingness to undertake further training as required
Desirable
- - Ability to learn and adapt to new software and procedures quickly
- - Skilled in conflict resolution or de-escalation
- - Interest in healthcare or patient advocacy
- - Flexibility to work additional or varied shifts if needed
Qualifications
Essential
- Good standard of general education (e.g., GCSEs including English and Maths)
Desirable
- NVQ Level 2/3 in Business Administration, Customer Service or similar
Person Specification
Experience
Essential
- Previous experience in a customer-facing or receptionist role
- - Handling sensitive or confidential information
- - Managing busy workloads and multitasking
Desirable
- Experience working in a healthcare or GP practice setting
- - Use of clinical systems (e.g., EMIS Web)
- - Understanding of NHS services
Knowledge and Skills
Essential
- - Excellent communication and interpersonal skills
- - Confident in using IT systems, email, and telephones
- - High level of accuracy and attention to detail
- - Able to work independently and as part of a team
- - Friendly, professional, and patient-focused manner
- - Reliable and punctual
- - Calm and resilient under pressure
- - Respectful of confidentiality and equality in all interactions
- - Willingness to undertake further training as required
Desirable
- - Ability to learn and adapt to new software and procedures quickly
- - Skilled in conflict resolution or de-escalation
- - Interest in healthcare or patient advocacy
- - Flexibility to work additional or varied shifts if needed
Qualifications
Essential
- Good standard of general education (e.g., GCSEs including English and Maths)
Desirable
- NVQ Level 2/3 in Business Administration, Customer Service or similar
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.