Care Navigator/Administrator

The Care Navigator/Administrator is often the first point of contact for patients and plays a vital role in delivering an efficient, friendly, and patient centred service. The post holder will assist patients in accessing the most appropriate healthcare professional or service, provide a high standard of administrative support, and help ensure the smooth day to day running of the practice. Working as part of a busy reception and administration team, they will communicate effectively with patients, clinicians, and external organisations while maintaining confidentiality and delivering excellent customer service.

Main duties of the job

The Care Navigator/Administrator will provide a professional, efficient, and welcoming service to patients, acting as the first point of contact for the practice. The role includes care navigation, appointment management, handling patient enquiries and providing comprehensive administrative support to the clinical team.

Administrative responsibilities will include processing and managing clinical workflow, reviewing and allocating documents using Docman, scanning and coding patient information accurately, updating clinical records, and ensuring all documentation is processed in a timely and confidential manner.

About us

We are a friendly, well established semi rural GP practice committed to providing high quality, patient centred care to our local community. We pride ourselves on maintaining a welcoming, supportive environment where patients are treated with compassion, respect, and continuity of care.

As a true "family practice," we value the relationships we build with our patients and strive to provide personalised care across all stages of life. Our dedicated multidisciplinary team works closely together to deliver excellent clinical care while supporting one another in a positive and collaborative workplace.

We are committed to the ongoing development and wellbeing of our staff and offer a supportive environment where everyone is encouraged to contribute ideas, develop their skills, and play an active role in improving services for our patients.

Job responsibilities

The Care Navigator/Administrator plays a key role in supporting the delivery of high quality, patient centred care within the practice. The post holder will act as a first point of contact for patients, providing a professional, friendly, and efficient service while ensuring patients are directed to the most appropriate healthcare professional or service.

• Act as the first point of contact for patients via telephone, online services and face to face interactions.
• Assess patient needs and direct them to the most appropriate healthcare professional, service or pathway in line with practice protocols.
• Provide a friendly, professional and confidential service to patients, relatives and carers.
• Deal with patient enquiries effectively, escalating concerns appropriately.
• Support patients in accessing practice and wider NHS services.
• Communicate effectively with clinicians, colleagues and external healthcare providers.

Administrative responsibilities

• Process clinical workflow tasks accurately and efficiently, ensuring information is reviewed and actioned appropriately.
• Use Docman to manage, allocate and process incoming clinical correspondence and documentation.
• Scan, code and file patient information accurately within the clinical system.
• Ensure patient records are maintained accurately and updated in a timely manner.
• Support clinicians with administrative tasks relating to patient care.
• Process referrals, letters, reports and other clinical documentation as required.
• Complete administrative tasks to support the smooth running of the practice.

Clinical system and data management

• Maintain accurate patient records using the practice clinical system.
• Apply appropriate read/SNOMED coding where required and in line with practice protocols.
• Ensure confidentiality and information governance requirements are followed at all times.
• Handle sensitive patient information appropriately and securely.

Team working and practice support

• Work collaboratively with GPs, nursing staff, administrative colleagues and the wider practice team.
• Support the delivery of safe and effective patient care.
• Participate in practice meetings, training and development activities.
• Contribute to service improvement initiatives.
• Undertake any other duties appropriate to the role as requested by the Practice Manager or GP Partners.

Person specification - experience

• Previous experience working as a Care Navigator/Administrator within a GP practice or primary care setting.
• Demonstrable experience undertaking the full range of Care Navigator/Administrator duties, including patient care navigation, appointment management, clinical administration, workflow, Docman, scanning and coding.
• Experience using GP clinical systems such as EMIS Web or SystmOne.
• Experience processing clinical correspondence and ensuring patient records are updated accurately and promptly.
• Experience working with confidential and sensitive patient information in line with information governance requirements.
• Experience communicating effectively with patients, clinicians and external healthcare professionals.
• Experience managing a busy workload, prioritising tasks and working accurately under pressure.
• Experience of working within a semi rural GP practice or a small, close knit practice team.
• Experience supporting clinicians with administrative processes and patient care pathways.
• Experience with summarising and coding medical records.
• Experience contributing to service improvement within primary care.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.