The Care Navigator is the first point of contact for patients contacting Laindon Medical Group, whether by telephone, online consultation, or in person. The role focuses on guiding patients to the most appropriate clinician or service, supporting access to care, and ensuring the smooth running of reception and administrative services within the practice.
The Care Navigator will support the clinical team by using care navigation principles, ensuring patients receive the right care, from the right professional, at the right time.
The post holder must have essential experience using SystmOne, enabling them to manage appointments, update patient records, and process administrative tasks efficiently.
Key Responsibilities
- Patient Navigation and Access
- Act as the first point of contact for patients contacting the practice.
- Use care navigation techniques to direct patients to the most appropriate healthcare professional or service.
- Book, amend, and cancel appointments appropriately.
- Support patients accessing online consultations and digital services.
- Manage urgent and routine patient requests according to practice protocols.
- Clinical System Management
Use SystmOne to:
- Book and manage appointments
- Update patient demographics
- Record patient interactions
- Process administrative tasks and workflow
- Manage clinical correspondence and document scanning
Reception Duties
- Provide a professional and welcoming reception service.
- Greet patients and visitors to the practice.
- Check patients in for appointments and assist with queries.
- Ensure the reception area is maintained to a high standard.
Administrative Duties
- Process repeat prescription requests according to practice procedures.
- Manage incoming emails, online requests, and internal tasks.
- Scan, file, and code patient documentation.
- Maintain accurate and up-to-date patient records.
Communication
- Communicate effectively with patients, clinicians, and external healthcare services.
- Handle patient enquiries in a professional and confidential manner.
- Escalate urgent issues appropriately.
Compliance and Confidentiality
- Maintain strict patient confidentiality and GDPR compliance.
- Follow all practice policies, procedures, and care navigation protocols.
- Participate in team meetings, training, and ongoing professional development.
Person Specification
Essential
- Experience using SystmOne
- Previous experience working in a GP practice or primary care environment
- Excellent communication and customer service skills
- Ability to work in a fast-paced environment
- Strong organisational and multitasking skills
- Good IT skills
Desirable
- Experience with online consultation systems such as Accurx
- Knowledge of NHS services and referral pathways
- Experience working as a Care Navigator or medical receptionist
Key Skills
- Patient communication and empathy
- Organisation and prioritisation
- Teamwork and collaboration
- Problem solving
- Confidentiality and professionalism