Hampshire and Isle of Wight Healthcare NHS Foundation Trust

Care Navigator (Receptionist)

The closing date is 03 August 2025

Job summary

The post-holder will be part of a motivated team, working to support a range of healthcare professionals, making sure we always deliver the best possible care and experience for our patients.

They will deal with patient requests and enquiries face to face, online consultations via the telephone and by email predominately booking/amending appointments, prescription and repeat medication queries plus actioning any patient tasks from the wider practice team

In addition, they will be required to provide coding administration and admin assistance to ensure the smooth and efficient operation of the practice, working strictly in accordance with the Practice protocols.

Main duties of the job

The duties and responsibilities to be undertaken by members of the reception team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Care Navigator Lead, dependent on current and evolving practice workload and staffing levels:

Unlock and open surgery ready for business on time.

Retrieve signed prescriptions from locked cupboard and place in correct order in script box.

Answer the telephone to make, cancel or change patient appointments.

Review and action other incoming correspondence including online consultations and emails.

Deal with a whole range of enquiries raised by patients plus check in for appointments face to face at the front desk.

Deal with any patient issues escalating to Management for any complaints.

Cancel clinics under direction from management plus re-booking patients.

Meet and greet any visitors coming into the practice.

Booking, cancelling, or checking any patients transport requests online.

Checking and actioning workflow tasks within the Clinical System.

Re-print forms issued on ICE by clinicians.

Prepare external post to be sent out via Royal Mail plus internal post to be collected.

Check waiting room at intervals during the day for any health and safety issues that may affect users.

Follow protocol for shutting surgery at night and preparing for next days business.

Ensure security of data at all times.

About us

Hampshire and Isle of Wight Healthcare NHS Foundation Trust is a newly established organisation, bringing together expertise from across mental health, learning disabilities, community, and physical health services. We are dedicated to delivering compassionate, high-quality, and accessible care to the diverse communities of Hampshire and the Isle of Wight.

With over 13,000 dedicated staff working across more than 300 sites, we place patients and staff at the centre of everything we do. Our goal is to create an integrated healthcare system that improves accessibility and ensures more consistent care for patients. By working together, we aim to improve patient outcomes, drive innovation, and meet the unique needs of the populations we serve.

Our Trust unites services from Southern Health, Solent NHS Trust, Isle of Wight NHS Trusts community and mental health teams, as well as Hampshire CAMHS, originally part of Sussex Partnership NHS Foundation Trust. This transformation enables us to deliver more seamless care across the region, ensuring that patients receive the right support, in the right place, at the right time.

Join us as we embark on this exciting journey to shape the future of healthcare across Hampshire and the Isle of Wight. We are deeply committed to our CARE values of compassion, accountability, respect, and excellence, and offer outstanding opportunities for career development, training, and collaborative working.

Date posted

18 July 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£24,465 a year Please note for part time hours the salary will be pro rata

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

348-CSS-8271

Job locations

Shakespeare Road Practice

Popley Way

Basingstoke

Hampshire

RG24 9DT

Job description

Job responsibilities

Further information about the Trust and this role can be found on the Job Description and Person Specification document attached. It is important to us that we ensure our recruitment processes are accessible and inclusive to everyone - if as a potential candidate you are concerned a person specification may prevent or restrict your application for employment as a result of unintentional barriers on the grounds of your sex, race, age, sexual orientation, religion/belief or disability please initially contact the Trust's Recruitment team - detailed in the advert. The Trust will seek to resolve this issue wherever possible.

We are happy to talk Flexible Working - all requests for flexible working options can be discussed as part of the interview process.

Job description

Job responsibilities

We are happy to talk Flexible Working - all requests for flexible working options can be discussed as part of the interview process.

Person Specification

Qualifications

Essential

Good general education evidence of literacy and numeracy, e.g. GCSE's in Maths/English.

Person Specification

Qualifications

Essential

Good general education evidence of literacy and numeracy, e.g. GCSE's in Maths/English.

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

Hampshire and Isle of Wight Healthcare NHS Foundation Trust

Address

Shakespeare Road Practice

Popley Way

Basingstoke

Hampshire

RG24 9DT

Employer's website

https://hiowhealthcare.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Hampshire and Isle of Wight Healthcare NHS Foundation Trust

Address

Shakespeare Road Practice

Popley Way

Basingstoke

Hampshire

RG24 9DT

Employer's website

https://hiowhealthcare.nhs.uk/ (Opens in a new tab)