GP Receptionist/Care Navigator

Job summary

ICO Health Group is seeking an experienced and compassionate GP Care Navigator to join our busy and supportive practice team on a 12-month fixed-term contract.

As the first point of contact for patients, you will deliver a high-quality, professional front-line service, ensuring patients are directed to the most appropriate healthcare professional or service. This role is key to improving patient access, supporting clinical teams, and maintaining an efficient and responsive service.

Main duties of the job

Patient Care Navigation

• Act as the first point of contact for patients via face-to-face, telephone, and digital platforms
• Signpost patients to appropriate clinicians or services, including GPs, nurses, pharmacists, social care, and voluntary organisations
• Support patients in accessing NHS and community services
• Promote self-care and patient independence
• Reception and Administrative Duties
• Book, amend, and manage appointments and home visit requests
• Register new and temporary patients
• Process repeat prescriptions in line with practice protocols
• Manage incoming and outgoing correspondence, including scanning and filing
• Clinical Systems & IT
• Maintain accurate patient records using EMIS Web and other digital systems
• Use tools such as CHATDOC AI to support patient interactions
• Support data entry, searches, and reporting requirements
• Communication & Coordination
• Liaise with clinicians, healthcare professionals, and external services
• Communicate effectively with patients and carers
• Support continuity of care through accurate and timely information sharing
• Assist in managing the appointment system efficiently
• Help ensure patients are seen by the most appropriate clinician, reducing GP workload
• Maintain a clean, organised, and welcoming reception environment
• Compliance & Governance
• Adhere to confidentiality, GDPR, and data protection requirements
• Follow infection control, safeguarding, and health & safety policies
• Promote equality, diversity, and inclusion

About us

An exciting opportunity has arisen for a Care Navigator to join a forward thinking and innovative practice in Downham. We have a 10,000-patient list size. The practice is based in Downham Health & Leisure Centre and is easily accessible by public transport. Free parking for all staff.

Working collaboratively with our PCN, ICB and other neighbouring practices, our MDT team consists of a 2 GP Partners, 3 salaried GPs, 1 ANP, 2 Physician Associates, 1 Practice Nurses, 1 HCA, a phlebotomist and two Clinical Pharmacists, who are very well supported by an established management and administrative team.

We have partnered with Doctaly Assist (https://doctalyassist.com/) to develop digital pathways to improve access for our patients.

Job responsibilities

Patient Care Navigation

• Act as the first point of contact for patients via face-to-face, telephone, and digital platforms
• Signpost patients to appropriate clinicians or services, including GPs, nurses, pharmacists, social care, and voluntary organisations
• Support patients in accessing NHS and community services
• Promote self-care and patient independence

Reception and Administrative Duties

• Book, amend, and manage appointments and home visit requests
• Register new and temporary patients
• Process repeat prescriptions in line with practice protocols
• Manage incoming and outgoing correspondence, including scanning and filing

Clinical Systems & IT

• Maintain accurate patient records using EMIS Web and other digital systems
• Use tools such as CHATDOC AI to support patient interactions
• Support data entry, searches, and reporting requirements

Communication & Coordination

• Liaise with clinicians, healthcare professionals, and external services
• Communicate effectively with patients and carers
• Support continuity of care through accurate and timely information sharing

Operational Support

• Assist in managing the appointment system efficiently
• Help ensure patients are seen by the most appropriate clinician, reducing GP workload
• Maintain a clean, organised, and welcoming reception environment

Compliance & Governance

• Adhere to confidentiality, GDPR, and data protection requirements
• Follow infection control, safeguarding, and health & safety policies
• Promote equality, diversity, and inclusion

Team Working & Development

• Work collaboratively within the practice team
• Participate in training and ongoing professional development
• Contribute to service improvement initiatives

Person specification

Experience

Essential

• Working for a minimum of 2 years in Primary Care
• Lives within reason distance to the surgery
• Experience of customer services

Qualifications

Essential

• GCSE Grade A to C in English and Maths
• NVQ in Health & Social Care
• A minimum of 2 years experience in Primary Care

Knowledge and Skills

Essential

• Good interpersonal communication skills

Desirable

• Basic IT Skills