Care Navigator

Job summary

Due to continued expansion, internal changes and growth; Newhall Surgery is delighted to announce that we are looking for3 motivated, empathetic, customer service orientated people to join our busy Care Navigation Team. These positions are available on a part-time basis. We require x2 individuals 20 hours per week and x1 individual 25 hours per week.

The post holders will have a positive attitude, good listening and communication skills and be team players. Previous primary care or customer based service experience is essential. This is a varied role and much of the work undertaken will be of a highly confidential and sensitive nature.

Part time hours are offered, however, the successful candidates would need to be available to work the early and late shifts as necessary with daily working hours between 8.00am and 6.30pm. Each team member has an agreed working pattern, these are comprised of both early and late shifts to ensure necessary cover. The working pattern and hours distribution will be agreed with the successful candidates.

Closing date: 18 October 2026.

Main duties of the job

The post holders will work within our busy Care Navigation Team answering the telephone, manning the front desk, dealing with patient enquiries, booking appointments, undertaking tasks for our clinical teams, signposting patients to internal and external services, handling pathology and other results according to practice protocols and generally providing a high standard of patient liaison.

The post holders will be able to demonstrate excellent verbal and written communication skills, be able to organise and prioritise a busy workload and work to tight deadlines whilst maintaining confidentiality and demonstrating tact and diplomacy. Attention to detail is of paramount importance as there will be a high level of contact with patients and their individual data. Some data will be of a highly sensitive nature.

The post holders will need to be able to work within and understand the importance of policies and procedures around patient information, data sharing, information governance and confidentiality.

Please be aware that this job is demanding. You will be dealing with patients who are ill and potentially stressed. You will be their first port of call. Empathy and understanding with a willingness to help provide a solution following Practice Protocols is the key to this very important role.

About us

Newhall Surgery has a list size of approximately 11,300 patients. We have an active Patient Participation Group and endeavour to liaise well within the local community. We are active on Facebook, Instagram, Linked In and have good patient reviews.

Our clinical staff consists of three GP Partners, one Nurse Partner, six GP's, two Registrars, GP Trainees, an Advanced Clinical Practitioner, a Nursing Team of four, two Clinical Pharmacists, two Care Coordinators and a GP Assistant.

We also have committed and professional management, administrative, secretarial and care navigation teams.

We are a friendly Practice who believe that communication, team working, well-being and learning are vital to the success of our organisation.

We have at least four 'get togethers' per year to help support our internal communication processes and the feeling of 'family' within the organisation.

The Partners are very supportive of staff and place a high value on their learning and development.

Job responsibilities

Please see the attached Job Description and Person Specification for full details of the Care Navigator role.

Person specification

Experience

Essential

• - Working with the general public in a customer service role

Desirable

• - Understanding of medical terminology
• - Working in a NHS / primary care environment

Qualifications

Essential

• - Good standard of education with literacy and numeracy skills.

Skills

Essential

• - Excellent communication skills
• - Good IT skills
• - Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment

Desirable

• - SystmOne / EMIS / Vision user skills

Personal Qualities

Essential

• - Polite and confident
• - Flexible and cooperative
• - Excellent interpersonal skills
• - Motivated and proactive
• - Ability to use initiative and judgement
• - High levels of integrity and loyalty
• - Sensitive and empathetic in distressing situations
• - Ability to work under pressure
• - Flexibility to work outside of core office hours
• - Disclosure Barring Service (DBS) check