Health Inclusion Care Navigator

Job description

Job responsibilities

Patient Contact and Navigation

Serve as the first point of contact for patients and visitors, providing a professional and compassionate service.

Manage phone and face to face enquiries, book appointments, and handle patient requests efficiently.

Identify patient needs and direct individuals to appropriate clinical, wellbeing, or community services.

Maintain accurate records and ensure confidentiality in all interactions.

Patient Liaison, Wellbeing and Safety Net Support

Work within the Safety Net scheme to support vulnerable patients who need additional help attending appointments and engaging with care.

Build positive, trusting relationships with patients to understand their barriers to accessing healthcare.

Provide tailored practical and emotional support to help individuals attend appointments and follow through with agreed care plans.

Liaise with clinicians, reception, and the wellbeing team to ensure patients on the Safety Net register receive coordinated and compassionate support.

Accompany or assist patients with arranging transport, appointment reminders, and communication where appropriate.

Maintain accurate documentation of contact and outcomes in line with practice procedures.

Escalate safeguarding or welfare concerns promptly to the appropriate staff member

Special Allocation Scheme

Provide cover and support for the Special Allocation Scheme (SAS) as required.

Manage a caseload of patients registered under the scheme, ensuring that they receive consistent and appropriate care within agreed protocols.

Act as a key liaison point for these patients, maintaining clear communication and ensuring their care needs are met in line with practice and NHS England guidance.

Collaborate with the wider multidisciplinary team to support safe, respectful, and effective engagement with patients in the scheme

Collaboration and Advocacy

Work as part of the multidisciplinary team including GPs, nurses, OTs, and wellbeing staff.

Liaise with local agencies, charities, and support networks to enhance patient access to services.

Advocate for patients experiencing barriers to healthcare, promoting equality and inclusion.

Contribute to team meetings, supervision, and service development discussions.

Administrative and Practice Support

Contribute to the smooth running of reception and administrative systems within the practice.

Ensure accurate data entry on SystmOne and other systems.

Support the coordination of patient communications, referrals, and service information.

Maintain knowledge of practice policies, including safeguarding, data protection, and health and safety.

Assist with patient registration, record requests, and information updates where required.

Safeguarding and Compliance

Recognise and escalate safeguarding concerns in line with policy and training.

Uphold data protection, confidentiality, and equality standards at all times.

Participate in regular training and professional development to maintain competence in both administrative and wellbeing duties.

Person Specification

Values

Essential

• Commitment to confidentiality and safeguarding patient information.
• Equality, diversity and inclusion.
• Flexible and adaptable approach to workload.
• Commitment to supporting team working and service delivery.

Desirable

• Willingness to development knowledge of inclusion health and the needs of vulnerable patient groups.

Qualifications

Essential

• GCSE English and Maths ( or equivalent)
• Willingness to undertake training relevant to the role including safeguarding, inclusion health and data protection

Desirable

• Additional qualifications or training in administration or record keeping.

Experience

Essential

• Previous experience in an patient facing role.
• Understanding of confidentiality, safeguarding and data protection.
• Knowledge of handling sensitive information securely.
• Knowledge of barriers faced by vulnerable or inclusion health groups

Desirable

• Experience in healthcare or primary care environment.
• Familiarity with NHS systems and processes.
• Experiencing working with people in crisis or with complex needs.
• Understanding of the Special Allocation Scheme or similar patient support programmes.

Skills

Essential

• Strong interpersonal and communication skills, both written and verbal.
• Ability to build trust and engage sensitively with people from diverse backgrounds.
• Strong organisational skills.
• IT literate, including Microsoft office.
• Ability to work independently and as part of a team.

Desirable

• Experience using clinical IT systems (SystmOne).
• Experience in coordinating appointments, caseloads and support plans.
• Ability to facilitate or assist in group activities or wellbeing sessions.

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

Bevan Community Benefit Society

Address

14 Piccadilly

Bradford

West Yorkshire

BD1 3LS

Employer's website

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