Practice Care Navigator
Posted 4 days 10 hours ago by NHS
Permanent
Full Time
Other
London, United Kingdom
Job Description
The Care Navigator is responsible for providing friendly, efficient, and compassionate support to patients, clinicians, and other staff.
This role serves as the first point of contact for the practice, managing the appointments system, processing requests, and facilitating effective communication between patients and the healthcare team.
The Care Navigator also assists with a variety of administrative duties to support the smooth running of the Practice including the provision of secretarial and clerical support to clinical staff and other members of the Practice team.
The role involves working closely with patients, GPs, the extended primary care team and other relevant health and social care professionals to ensure care delivery is of a high quality. Key responsibilities include provision of efficient, professional and high-quality patient support face to face, over the telephone and online, executing management plans, leading on completion of administrative tasks, arranging coverage, supporting reception and admin teams, and managing various communication channels efficiently.
Main duties of the job
City Road Medical Centre is a dynamic healthcare provider committed to delivering comprehensive primary care services to our diverse community. We pride ourselves on our efficient same-day service, ensuring our patients receive prompt and effective care from our dedicated team of healthcare professionals.
Our range of services encompasses the treatment of minor ailments, specialist management of long-term conditions, and a variety of clinics addressing numerous healthcare issues. As part of our commitment to accessibility and convenience, we've implemented advanced technology allowing patients to perform tasks such as ordering repeat prescriptions or cancelling appointments from the comfort of their homes.
City Road Medical Centre delivery is provided by Islington GP Federation.
About Islington GP Federation
Islington GP Federation (IGPF) is Islingtons at-scale primary care organisation, representing 31 practices; we have established ourselves as a leader in new ways of working, including running Islingtons extended access primary care services (I:HUB) as well as supporting the Islington Primary Care Networks (PCNs). Our current range of services include the Extended Access Service, I:HUB, Community Ear, Nose and Throat (ENT), Integrated Community Gynaecology, practice-based pharmacists and a range of practice support mechanisms
Details Date posted 14 August 2025
Other
Contract Permanent
Working pattern Reference number E0031-25-0041
Job locations City Road Medical Centre
190 City Road
London
EC1V 2QH
Job responsibilities About the role:
The Care Navigator is responsible for providing friendly, efficient, and compassionate support to patients,clinicians, and other staff. This role serves as the first point of contact for the practice, managing theappointments system, processing requests, and facilitating effective communication between patients and thehealthcare team.The Care Navigator also assists with a variety of administrative duties to support the smooth running of thePractice including the provision of secretarial and clerical support to clinical staff and other members of thePractice team.
The role involves working closely with patients, GPs, the extended primary care team and other relevant healthand social care professionals to ensure care delivery is of a high quality.Key responsibilities include provision of efficient, professional and high-quality patient support face to face,over the telephone and online, executing management plans, leading on completion of administrative tasks,arranging coverage, supporting reception and admin teams, and managing various communication channelsefficiently.
The role will deliver essential patient recall across all areas of QOF and LTC LCS ensuring patient appointmentsare well utilised and escalating any issues directly to the Reception Manager for prompt resolution.
The role demands excellent organisational skills, customer service, and the ability to work collaboratively withina diverse healthcare team, always representing the surgery professionally and ensuring smooth operationalfunctionality.
About Islington GP Federation:
Islington GP Federation (IGPF) is a growing organisation representing 31 practices; we have establishedourselves as a leader in new ways of working, including running Islingtons extended access primary careservices (I: HUB) as well as supporting the Islington Primary Care Networks (PCNs). Our current range of servicesinclude the Extended Access Service, I: HUB, Community Ear, Nose and Throat (ENT), Integrated CommunityGynaecology, practice-based pharmacists and a range of practice support mechanisms.
IGPF works very closely with a range of partners including the regional commissioning group, NHS England,Healthy London Partnership, Public Health, local hospitals such as UCLH,Whittington Health and the LondonBorough of Islington.IGPF is the host organisation for the Primary Care Network (PCN) workforce and the Islington Training Hub andhas been working for over three years to create training and development programmes that meet the needs ofstaff working in primary and community care settings.
IGPF runs four Islington GP Practices-Northern Medical Practice, Barnsbury Medical Practice, City Road MedicalCentre and Hanley Primary Care Centre
Duties and Responsibilities:
The post-holder will assist in promoting and maintaining their own and others health, safety and security asdefined in the Practice Health & Safety Policy, to include:
This role serves as the first point of contact for the practice, managing the appointments system, processing requests, and facilitating effective communication between patients and the healthcare team.
The Care Navigator also assists with a variety of administrative duties to support the smooth running of the Practice including the provision of secretarial and clerical support to clinical staff and other members of the Practice team.
The role involves working closely with patients, GPs, the extended primary care team and other relevant health and social care professionals to ensure care delivery is of a high quality. Key responsibilities include provision of efficient, professional and high-quality patient support face to face, over the telephone and online, executing management plans, leading on completion of administrative tasks, arranging coverage, supporting reception and admin teams, and managing various communication channels efficiently.
Main duties of the job
- Offer a welcoming and professional first point of contact for patients, visitors, and telephone callers
- Maintain and monitor the Practice appointments system
- Process personal and telephone requests for appointments, visits and telephone consultations andensure callers are directed to the appropriate healthcare professional
- Process and distribute incoming (and outgoing) mail, take messages, and provide generaladministrative support
- Process repeat prescriptions in accordance with Practice guidelines
- Perform data entry, filing, and other clerical duties as required Maintain organization and tidiness of the reception area
- Work with the Triage GP to contact patients, arrange ongoing care, and complete administrative tasks
- Manage the Practice's electronic, paper, and telephone communications effectively and efficiently
- Liaise with patients about their management plans under clinician supervision
- Provide word processing support for clinicians, including letters, reports, and referrals
- Support operational and quality improvement initiatives, such as QOF, DES, and LCS targets
- Cover for members of the reception and admin team during leave or absence
- Adhere to practice policies, standards, and legislation regarding information governance,confidentiality, and patient rights
City Road Medical Centre is a dynamic healthcare provider committed to delivering comprehensive primary care services to our diverse community. We pride ourselves on our efficient same-day service, ensuring our patients receive prompt and effective care from our dedicated team of healthcare professionals.
Our range of services encompasses the treatment of minor ailments, specialist management of long-term conditions, and a variety of clinics addressing numerous healthcare issues. As part of our commitment to accessibility and convenience, we've implemented advanced technology allowing patients to perform tasks such as ordering repeat prescriptions or cancelling appointments from the comfort of their homes.
City Road Medical Centre delivery is provided by Islington GP Federation.
About Islington GP Federation
Islington GP Federation (IGPF) is Islingtons at-scale primary care organisation, representing 31 practices; we have established ourselves as a leader in new ways of working, including running Islingtons extended access primary care services (I:HUB) as well as supporting the Islington Primary Care Networks (PCNs). Our current range of services include the Extended Access Service, I:HUB, Community Ear, Nose and Throat (ENT), Integrated Community Gynaecology, practice-based pharmacists and a range of practice support mechanisms
Details Date posted 14 August 2025
Other
Contract Permanent
Working pattern Reference number E0031-25-0041
Job locations City Road Medical Centre
190 City Road
London
EC1V 2QH
Job responsibilities About the role:
The Care Navigator is responsible for providing friendly, efficient, and compassionate support to patients,clinicians, and other staff. This role serves as the first point of contact for the practice, managing theappointments system, processing requests, and facilitating effective communication between patients and thehealthcare team.The Care Navigator also assists with a variety of administrative duties to support the smooth running of thePractice including the provision of secretarial and clerical support to clinical staff and other members of thePractice team.
The role involves working closely with patients, GPs, the extended primary care team and other relevant healthand social care professionals to ensure care delivery is of a high quality.Key responsibilities include provision of efficient, professional and high-quality patient support face to face,over the telephone and online, executing management plans, leading on completion of administrative tasks,arranging coverage, supporting reception and admin teams, and managing various communication channelsefficiently.
The role will deliver essential patient recall across all areas of QOF and LTC LCS ensuring patient appointmentsare well utilised and escalating any issues directly to the Reception Manager for prompt resolution.
The role demands excellent organisational skills, customer service, and the ability to work collaboratively withina diverse healthcare team, always representing the surgery professionally and ensuring smooth operationalfunctionality.
About Islington GP Federation:
Islington GP Federation (IGPF) is a growing organisation representing 31 practices; we have establishedourselves as a leader in new ways of working, including running Islingtons extended access primary careservices (I: HUB) as well as supporting the Islington Primary Care Networks (PCNs). Our current range of servicesinclude the Extended Access Service, I: HUB, Community Ear, Nose and Throat (ENT), Integrated CommunityGynaecology, practice-based pharmacists and a range of practice support mechanisms.
IGPF works very closely with a range of partners including the regional commissioning group, NHS England,Healthy London Partnership, Public Health, local hospitals such as UCLH,Whittington Health and the LondonBorough of Islington.IGPF is the host organisation for the Primary Care Network (PCN) workforce and the Islington Training Hub andhas been working for over three years to create training and development programmes that meet the needs ofstaff working in primary and community care settings.
IGPF runs four Islington GP Practices-Northern Medical Practice, Barnsbury Medical Practice, City Road MedicalCentre and Hanley Primary Care Centre
Duties and Responsibilities:
- Offer a welcoming and professional first point of contact for patients, visitors, and telephone callers
- Maintain and monitor the Practice appointments system
- Process personal and telephone requests for appointments, visits and telephone consultations andensure callers are directed to the appropriate healthcare professional
- Process and distribute incoming (and outgoing) mail, take messages, and provide generaladministrative support
- Process repeat prescriptions in accordance with Practice guidelines
- Perform data entry, filing, and other clerical duties as required Maintain organization and tidiness of the reception area
- Work with the Triage GP to contact patients, arrange ongoing care, and complete administrative tasks
- Manage the Practice's electronic, paper, and telephone communications effectively and efficiently
- Liaise with patients about their management plans under clinician supervision
- Provide word processing support for clinicians, including letters, reports, and referrals
- Support operational and quality improvement initiatives, such as QOF, DES, and LCS targets
- Cover for members of the reception and admin team during leave or absence
- Adhere to practice policies, standards, and legislation regarding information governance,confidentiality, and patient rights
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitiveinformation in relation to their health and other matters. They do so in confidence and have the rightto expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this Job Description, the post-holder may have access toconfidential information relating to patients and their careers, Practice staff and other healthcareworkers. They may also have access to information relating to the Practice as a businessorganisation. All such information from any source is to be regarded as strictly confidential
- Information relating to patients, carers, colleagues, other healthcare workers or the business of thePractice may only be divulged to authorised persons in accordance with the Practice policies andprocedures relating to confidentiality and the protection of personal and sensitive data
The post-holder will assist in promoting and maintaining their own and others health, safety and security asdefined in the Practice Health & Safety Policy, to include:
- Using personal security systems within the workplace according to Practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that managesthose risks . click apply for full job details