Care Navigator

Job summary

We are looking for two enthusiastic and motivated Care Navigators to join our friendly team at The Garden Surgery. Positions available:

• 15 hours per week
• 37 hours per week

This is an excellent opportunity to join a busy and rewarding GP practice role where no two days are the same. You will play an important part in helping patients access the care and support they need, while ensuring that appointments, patient requests and clinical information are managed safely, accurately and efficiently.

As a key member of our Clinical Support Team, you will work across both patient-facing and clinical administrative functions, using a range of systems and processes to support patients, clinicians and colleagues in delivering a safe, efficient and high-quality service.

We are looking for people who enjoy working with patients, communicate well, are organised and accurate, and can remain calm and professional in a busy environment. You will need to be comfortable using digital systems, managing competing priorities and taking responsibility for ensuring work is progressed appropriately.

In return, we offer a supportive team environment, opportunities to develop new skills and the chance to build a rewarding career within primary care.

Main duties of the job

The Care Navigator plays an important role in supporting patients to access Practice services and ensuring patient requests and clinical administrative processes are managed effectively.

You will act as a first point of contact for patients by telephone, in person and through online requests, providing a professional and helpful service. You will help patients access appropriate care by managing appointments and triage requests, responding to enquiries, signposting to relevant services and supporting the use of online services.

The role includes clinical administrative responsibilities that help the Practice operate safely and efficiently, including processing tasks and clinical correspondence, updating patient records and ensuring actions are completed accurately and within expected timescales.

You will use systems including SystmOne, SystmConnect, PATCHS and NHS Mail to support patients, their representatives and the wider Practice team.

You will work closely with GPs, nurses and colleagues across the Practice, recognising when matters require escalation and ensuring urgent, outstanding or concerning issues are progressed appropriately. The role will also include chaperoning duties following appropriate training.

This is a varied and fast-paced position suited to someone who is organised, adaptable, digitally confident and committed to providing an excellent service to patients and colleagues alike.

About us

At The Garden Surgery, we are proud to be a friendly, supportive and hardworking team committed to delivering a high-quality service to our patients and local community. We understand that general practice can be busy and demanding, so we place real value on teamwork, kindness and supporting one another throughout the day.

We aim to create a positive working environment where staff feel respected, included and able to develop. Whether you are new to primary care or bringing previous experience, you will be supported through training, mentoring and opportunities to develop your skills and knowledge.

We are looking for people who take pride in their work, remain calm under pressure and want to make a genuine difference to patients. In return, you will join a team that values reliability, professionalism, flexibility and a good sense of humour.

We recognise the importance of staff wellbeing and maintaining a positive workplace culture. We enjoy occasional team socials, celebrate achievements and aim to make work an enjoyable place to be. We also offer an additional day off when your birthday falls on one of your normal working days.

If you are looking for a varied and rewarding role within a supportive GP practice, we would be pleased to hear from you.

Job responsibilities

Key Responsibilities

Patient Access and Support

• Provide a first point of contact for patients via telephone, in person, and online consultation requests
• Support patients in accessing appropriate services
• Provide clear and accurate information regarding practice services and processes
• Accurately book, amend, and cancel appointments using the clinical system and associated appointment hubs based on patient need
• Maintain a professional, calm, and empathetic approach at all times
• Escalate urgent or clinically concerning information in line with Practice protocols

• Ensure information provided by patients relating to face-to-face, telephone and online triage requests is recorded accurately and appropriately
• Process and manage requests received through the Practices online consultation and triage systems
• Signpost online consultation requests to appropriate services or providers where required
• Support the management of appointment availability and utilisation
• Monitor outstanding or incomplete requests and take appropriate action to complete them
• Assist with the processing of online consultation outcomes and associated follow-up actions
• Identify and escalate urgent, complex or concerning requests in accordance with Practice protocols
• Maintain accurate and contemporaneous records of patient interactions and actions taken

• Process results and associated tasks within the clinical system in accordance with Practice protocols
• Communicate clinician-authorised information and actions to patients accurately and appropriately
• Arrange appointments, investigations and other follow-up actions as directed by clinicians
• Monitor outstanding tasks and actions and take appropriate steps to support timely completion
• Recognise when clinical interpretation, advice or decision-making is required and refer the matter to an appropriate clinician
• Identify and escalate urgent, overdue or concerning matters in accordance with Practice procedures
• Maintain clear and accurate records of actions and communications

• Review and process incoming clinical correspondence in accordance with Practice protocols
• Code and assign documents in line with Practice protocols
• Support clinicians by ensuring relevant information is available when required
• Extract and code relevant clinical information
• Process all information accurately and in a timely manner
• Identify and escalate any urgent or clinically significant information identified within correspondence

• Use all key systems, including SystmOne, SystmConnect, PATCHS, and NHS Mail, to support patient access and administrative processes
• Send outbound communications via PATCHS and NHS Mail
• Communicate effectively with patients, colleagues, and external organisations

• Support patients and proxies in requesting access to online medical record via systems such as SystmOnline, Airmid, and the NHS App
• Process requests in accordance with Practice policy, information governance requirements, and applicable NHS guidance
• Verify patient identity in line with Practice protocols before granting or updating access
• Provide guidance to patients on how to register for and use online services
• Assist patients with basic troubleshooting and signpost to further support where required
• Escalate any queries relating to restricted or sensitive record access to an appropriate clinician or senior team member

• Act as a chaperone for clinicians where required, in line with Practice chaperone policy
• Ensure patients are aware of the right to request a chaperone during consultations
• Provide reassurance and support to patients during examinations in the role of a chaperone
• Maintain patient dignity, privacy, and respect always during chaperoning
• Observe and report any concerns arising during consultations in line with safeguarding procedures

The following apply to all aspects of the role and underpin safe and effective practice:

• Always maintain strict confidentiality in relation to patient, staff, and Practice information
• Ensure conversations involving patient information are conducted in a manner that preserves privacy
• Manage all patient-identifiable data in accordance with GDPR, NHS Information Governance requirements and Practice policies and protocols
• Only share information with authorised individuals on a need-to-know basis
• Verify patient identity appropriately before disclosing or updating any information
• Use clinical systems, including SystmOne, SystmConnect, and PATCHS safely and securely
• Report any actual or potential data breaches or information governance concerns promptly in line with Practice procedures
• Maintain a clear desk and secure working environment to protect sensitive information

• Act in accordance with Practice safeguarding policies and procedures at all times
• Recognise and respond to safeguarding concerns relating to children, adults at risk, and domestic abuse
• Remain alert to signs of potential abuse, neglect, or exploitation, including concerns identified through all patient interactions and managing clinical correspondence and records
• Escalate safeguarding concerns promptly and appropriately to a clinician or safeguarding lead in line with Practice protocols
• Accurately document safeguarding concerns and actions taken within the clinical system
• Maintain professional boundaries and manage sensitive situations with discretion, empathy, and respect
• Participate in mandatory safeguarding training and keep knowledge up to date
• Contribute to a culture of safety by raising concerns and supporting colleagues where safeguarding risks are known

• Deliver a consistently high standard of customer service across all patient interactions
• Communicate in a professional, courteous, and empathetic manner, both face-to-face and via telephone or digital channels
• Actively listen to patients to understand their needs and respond appropriately
• Manage challenging or sensitive situations calmly and confidently, including dealing with distressed or frustrated patients
• Promote a positive patient experience by providing clear, accurate, and helpful information
• Collaborate with colleagues to ensure continuity and quality of service
• Support an inclusive approach, ensuring all patients feel respected and able to access services
• Escalate concerns or complaints appropriately in line with Practice procedures

• Manage personal and shared workloads effectively
• Prioritise tasks based on urgency, risk, and service need, using appropriate judgement
• Complete tasks and workflows accurately and within expected timescales
• Monitor outstanding work and take steps to prevent delays or backlogs
• Promptly escalate capacity, workload, or safety concerns to line manager/senior team member
• Maintain a structured and methodical approach to work, ensuring continuity and handover where required
• Adapt to changing demands throughout the working day, including balancing patient contact with administrative duties

• Participate in induction, mandatory training, and annual appraisal processes
• Take responsibility for maintaining and developing knowledge and skills relevant to the role
• Complete all training in respect of the chaperoning role
• Actively engage in learning opportunities, including system training and role-specific competencies
• Reflect on performance and identify areas for personal development
• Keep up to date with changes in Practice procedures, NHS guidance, and service delivery models
• Contribute to a culture of learning by sharing knowledge and supporting colleagues where appropriate

• Work flexibly across different functions within the Patient Services team to support service delivery
• Maintain a professional, organised, and proactive approach always
• Adhere to all Practice policies, procedures, and standard operating protocols
• Demonstrate reliability, accountability, and a commitment to high standards of work
• Support team working and contribute positively to the working environment
• Undertake additional duties appropriate to the role, commensurate with training and experience

Person specification

Experience

Essential

• Experience in a customer service, patient or public facing role
• Experience working in a busy or fast-paced environment
• Experience of using IT systems in a work setting

Desirable

• Experience working in a GP Practice, primary care, or wider NHS setting
• Experience of care navigation or appointment management in primary care
• Experience using SystmOne, EMIS Web or similar system
• Experience of processing clinical correspondence, document workflows, clinical tasks or other healthcare administration
• Experience of supporting patients with online services or digital access

Knowledge and Skills

Essential

• Excellent communication and listening skills, with the ability to respond to patients with empathy and professionalism
• Ability to prioritise workload and manage competing demands effectively
• Strong organisational skills with strong attention to detail and accuracy
• Ability to follow processes and procedures in a structured and consistent manner
• Good IT skills, including confidence using multiple systems
• Experience of working accurately within defined procedures, protocols or processes
• Experience of handling confidential, sensitive or complex information

Desirable

• Ability to support patients in accessing services, including digital platforms

Qualifications

Essential

• GCSEs (or equivalent) including English and Maths

Desirable

• NVQ level 3

Personal Attributes

Essential

• Professional at all times and approachable with a customer or patient focus
• Resilient and able to work under pressure in a busy environment
• Well organised, and able to use initiative appropriately
• Proactive approach with ability to take ownership of tasks and responsibilities
• Flexible and adaptable in response to changing service needs along with a reliable strong work ethic and commitment to high standards
• Positive attitude and ability to contribute to a supportive team environment

Role Expectations

Essential

• Willingness to work across both patient-facing and administrative functions within the Patient Services team
• Willingness to undertake training relevant to the role, including systems, safeguarding, information governance and other mandatory training
• Willingness to undertake chaperone training and perform chaperoning duties in line with Practice policy
• Commitment to maintaining patient confidentiality and upholding professional standards at all times
• Commitment to continuous learning and personal development
• Willingness to support service improvement and adapt to changes in Practice processes