Care Navigator

Job summary

To support the practice clinical team by signposting patients to the appropriate healthcare

professional or service, working as part of the practices multidisciplinary team. The Care

Navigator will also be expected to undertake reception duties as part of the role, supporting the

administrative team in delivering a polite and professional service to the entitled patient

population.

Main duties of the job

Process and effectively signpost patients to the appropriate healthcare professional,

depending on the presenting condition

Answer incoming phone calls, transferring calls or dealing with the callers requests

appropriately

Process patient requests for appointments

Process repeat prescription requests

Initiate contact with and respond to requests from patients team members and external

agencies

About us

We are a rapidly growing GP-led organisation with a mission to ensure that all patients have

access to comprehensive, coordinated and continuous care within a sustainable primary care

system. We appreciate that our whole primary care system is struggling, which is causing a

negative effect on patient care and staff happiness. We believe that we can turn this around by

reimagining how primary care is delivered from the ground up by placing a focus on data

insights, technology and clinical innovation. Ultimately, we want to improve patient access,

patient experience and health outcomes to significantly increase the quality of care for our

patients. However, we can only build the best primary care service there is if our colleagues are

happy, empowered and supported within an excellent working environment. If you believe that

there are ways to drastically improve the way primary care is delivered for both patients and

staff alike and you want to be a part of this; then we would love to meet you and tell you more

about our plans.

Job responsibilities

Job role: Care Navigator

Job type: Permanent

Working hours: 1 x full-time 37hrs a week

1 x part-time 20hrs a week 10hours on Tuesday and 10hours on Thursday

Salary: £12.71 per hour

Location: Castlefields Surgery, Castle Way, Newport Road, Stafford ST16 1BS

About Us

We are a rapidly growing GP-led organisation with a mission to ensure that all patients have

access to comprehensive, coordinated and continuous care within a sustainable primary care

system. We appreciate that our whole primary care system is struggling, which is causing a

negative effect on patient care and staff happiness. We believe that we can turn this around by

reimagining how primary care is delivered from the ground up by placing a focus on data

insights, technology and clinical innovation. Ultimately, we want to improve patient access,

patient experience and health outcomes to significantly increase the quality of care for our

patients. However, we can only build the best primary care service there is if our colleagues are

happy, empowered and supported within an excellent working environment. If you believe that

there are ways to drastically improve the way primary care is delivered for both patients and

staff alike and you want to be a part of this; then we would love to meet you and tell you more

about our plans.

Job role overview:

• To support the practice clinical team by signposting patients to the appropriate healthcare
• professional or service, working as part of the practices multidisciplinary team. The Care
• Navigator will also be expected to undertake reception duties as part of the role, supporting the
• administrative team in delivering a polite and professional service to the entitled patient
• population.

Duties include but are not limited to:

• Process and effectively signpost patients to the appropriate healthcare professional,
• depending on the presenting condition
• Answer incoming phone calls, transferring calls or dealing with the callers requests
• appropriately
• Process patient requests for appointments
• Process repeat prescription requests
• Initiate contact with and respond to requests from patients, team members and external
• agencies
• Photocopy documentation as required
• Data entry of new and temporary registrations and relevant patient information as
• required
• Input data into the patients healthcare records as necessary
• Direct requests for information, e.g., SAR, insurance/solicitors letters and DVLA forms,
• to the administrative team
• Manage all queries as necessary in an efficient manner
• Carry out system searches as requested
• Maintain a clean, tidy, effective working area at all times
• Monitor and maintain the reception area and noticeboards
• Support all clinical staff with general tasks as requested
• Undertake all mandatory training and induction programmes
• Attend a formal appraisal with their manager at least every 12 months. Once a
• performance/training objective has been set, progress will be reviewed on a regular
• basis so that new objectives can be agreed
• Contribute to public health campaigns (e.g., flu clinics) through advice or direct care

Skills and experience:

Essential:

• Experience working in a primary care setting
• Excellent communication skills
• Clear & polite telephone manner
• Problem-solver with the ability to process information accurately and effectively,
• interpreting data as required
• Sensitive and empathetic in distressing situations

Desirable:

• Experience working as a care navigator
• Experience using EMIS
• Healthcare qualification (level 2) or working towards gaining equivalent level

Benefits:

• 27 days annual leave (pro-rata) plus 8 bank holidays (pro-rata)
• NHS Pension Scheme
• Enhanced family leave
• Enhanced sick pay
• Disclosure and Barring Service Check
• This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such
• will be necessary for a submission for the Disclosure to be made to the Disclosure and Barring
• Service (formerly known as CRB) to check for any previous criminal convictions.

Person specification

Qualifications

Essential

• Experience working in a primary care setting
• Excellent communication skills
• Clear and polite telephone manner
• Problem-solver with the ability to process information accurately and effectively,
• interpreting data as required
• Sensitive and empathetic in distressing situations

Desirable

• Experience working as a care navigator
• Experience using EMIS
• Healthcare qualification level 2 or working towards gaining equivalent level