We are looking for an experienced motivated and organised individual with excellent communication and customer service skills to join our Patient Services Team as a Care Navigator.

The successful candidate will be responsible for handling patient telephone calls, booking appointments, navigating patients to the most appropriate healthcare services and responding to enquiries from patients and healthcare professionals.

You will need to demonstrate a professional and empathetic approach, maintain patient confidentiality and work effectively in a busy environment where priorities can change throughout the day.

We can only accept direct applications for individuals. We will be unable to process applications made via recruitment or locum agencies.

Please be advised that pay will be dependent on experience. Staff will be required to work a variety of early and late shifts, including late shifts on Tuesdays and Fridays.

Main duties and responsibilities

Answer incoming patient telephone calls in a professional, courteous and timely manner.
Book routine and urgent same-day appointments in accordance with practice protocols.
Cancel, amend and rearrange appointments as required.
Undertake care navigation, directing patients to the most appropriate healthcare professional or service in line with practice procedures.
Respond to patient enquiries and provide clear, accurate information within the scope of the role.
Receive, process and direct correspondence from internal colleagues and external healthcare professionals.
Maintain accurate patient information and records using the practice's clinical and administrative systems.
Follow practice policies and procedures relating to confidentiality, information governance and data protection.
Work collaboratively with clinical and administrative colleagues to support the smooth running of the practice.
Maintain high standards of service quality, accuracy and efficiency.
Work towards agreed performance standards relating to call handling, response times and service quality.
Participate in relevant training, induction and ongoing development.
Undertake other appropriate duties in line with the responsibilities of the role.

Essential criteria

Experience working in a GP practice or a similar patient-facing healthcare or customer service environment.
Excellent verbal and written communication skills.
A friendly, professional and empathetic approach to patients and colleagues.
Good IT and computer skills, with the ability to learn new clinical and administrative systems.
Strong organisational skills and the ability to prioritise workload in a busy environment.
Ability to work effectively both independently and as part of a team.
A reliable, flexible and proactive approach to work.
A commitment to maintaining confidentiality and handling sensitive information appropriately.
A willingness to undertake the required induction, training and development relevant to the role.
A commitment to providing a high standard of patient care and customer service.

Desirable criteria

Previous experience of working in a GP practice or primary care setting.
Familiarity with GP clinical systems and appointment-booking processes.
Experience of care navigation or directing patients to appropriate healthcare services.
Knowledge of patient confidentiality, data protection and information governance within a healthcare environment.

Pay: From £12.71 per hour

Expected hours: No more than 37.5 per week

Work Location: In person