Care Navigator

Job summary

At Sixways Clinic our Care Navigators are much more than receptionists. As trained members of the practice team and often the first point of contact for patients, they play an important role in quickly understanding patients needs and directing them to the most appropriate service or healthcare professional (at the clinic or elsewhere). This helps everyone get advice more quickly.

The queries come thick and fast from a wide variety of sources. It is critical to prioritise, meet deadlines and work as team to respond to them effectively, but also remain empathetic to patients who are ill and/or stressed.

The clinical teams also look to the Care Navigators for support which could, for example, be through liaison with patients or updating records.

This role can be challenging, but it is also rewarding and is valued by the practice team and the patients alike.

We have around 40 hours available within our clinic opening times (Monday 8am to 8pm,Tuesday to Friday 8am to 6.30pm).

We welcome candidates using AI thoughtfully during the application process, but please ensure it supports your skills and experience rather than replacing them. Be authentic, and let your unique experiences and strengths shine through.

We will be shortlisting for interview regularly throughout the application period and reserve the right to close the advert if all hours are filled.

If you have previously been unsuccessful, we cannot consider a further application for at least six months.

Main duties of the job

As the first and central point of contact for patients, Care Navigators will

• Deliver a professional service to registered patients
• Receive and responding to queries received in person, by telephone or online
• Understand patient needs and direct them to the most appropriate healthcare professional or service, thereby supporting the practice clinical team in using resources appropriately
• Liaise between patients, the clinical team, the multi-disciplinary team and external agencies
• Support the clinical team
• Complete the administrative tasks required for the above

An excellent Care Navigator is able to:

• Demonstrate excellent verbal and written communication skills,
• Organise and prioritise a busy workload
• Work to tight deadlines whilst maintaining confidentiality and demonstrating sensitivity and empathy
• Maintain a high level of attention to detail
• Work well as part of a team
• Work within and understand the importance of policies and procedures around patient information, data sharing, information governance and confidentiality.

About us

Sixways Clinic is a friendly GP Practice in Cheltenham Spa. We serve just over 11,000 patients and aim to provide the highest level of care at all times. We have six GP Partners, two Salaried GPs, 2 ANPs, a strong Nursing Team, Admin Team and Care Navigation Team.

Job responsibilities

1. Effectively signpost patients to the appropriate healthcare professional, including external agencies such as Pharmacy First or 111
2. Receive and resolve telephone enquiries, or transfer as appropriate
3. Process personal, telephone and e-requests for appointments, amendments or cancellations
4. Action incoming emails and correspondence as necessary
5. Accurately detail information on patients records within the clinical system
6. Support the management of repeat prescriptions, by ensuring they are processed accurately and efficiently
7. Liaise between patients, team members and external agencies as necessary
8. Photocopy documentation as required
9. Completing opening and closing procedures if required
10. Provide support to the team and managers by undertaking additional hours in the absence of colleagues (for example due to holiday or sickness) where possible
11. Direct requests for information, i.e., DSAR, insurance/solicitors letters and DVLA forms to the relevant colleague
12. Manage all queries in an efficient manner
13. Be an integral part of the general practice team
14. Act as a chaperone as required
15. Support in the delivery of enhanced services and other service requirements
16. Maintain a clean, tidy, effective working area at all times
17. Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures

Person specification

Qualifications

Essential

• Good standard of education with literacy and numeracy skills

Desirable

• Qualifications at A level standard
• NVQ Level 2 in Health and Social Care
• Customer Service Qualification (NVQ) or equivalent

Experience

Essential

• Experience of working with the general public

Desirable

• Experience and understanding of medical terminology
• Experience of working in primary care
• Experience of working in a GP Practice

Knowledge and Skills

Essential

• Excellent verbal and written communication skills
• Organisational Skills
• Ability to use own initiative
• Respect for people from all backgrounds and communities
• Ability to work as a team member and autonomously
• Sensitive and empathetic in distressing situations
• Demonstrate emotional resilience
• Work to deadlines and prioritise a full workload
• Problem solver with the ability to process information accurately and effectively
• High levels of integrity and confidentiality
• Ability to work to key policies and procedures

Desirable

• Competent in use of MS Office and Outlook
• SystmOne software experience
• Understanding of safeguarding