Care Navigator; Reception

The Integrated Care Partnership, a GP practice and standalone Primary Care Network, is recruiting a Care Navigator for reception work across its four surgery sites. The post centres on welcoming patients, handling calls and online requests, and directing people to the right clinician or service through the Total Triage process. Working across the sites as required is part of the role, and prior customer service, reception or administrative experience is expected, with full induction and training provided.

• Welcome patients on arrival, handle telephone enquiries and keep a professional, confidential reception environment
• Triage and signpost patients to the appropriate clinician or service, escalating urgent concerns
• Support patients with online requests, the NHS App and other digital services
• Record patient information accurately and follow the ICP Total Triage process
• Book, amend and cancel appointments and process appointment requests
• Receive and record home visit requests and messages for doctors and nurses, and process repeat prescriptions
• Give test results to patients
• Enter patient data onto EMIS and code it appropriately
• Process administrative work including Accu Rx, emails, registrations, documents and patient communications
• Initiate contact with and respond to requests from patients, team members and external agencies, and cover colleagues' absences
• Work flexibly across the four sites when required, alongside GPs, nurses, pharmacists and administrators
• Follow prescription, confidentiality, safeguarding and patient safety procedures

• Previous customer service, reception or administrative experience

• Excellent communication and interpersonal skills
• Confident using IT and electronic systems
• Professional, calm and respectful approach with patients and colleagues
• Good attention to detail and accuracy
• Ability to manage competing priorities in a busy environment
• Understanding of confidentiality and data protection

• Ability to work as part of a team and follow agreed procedures
• Willingness to undertake training and work across sites
• Reliable, with a willingness to learn

• Previous GP, primary care, NHS, reception or administrative experience
• Experience using EMIS Web, Accu Rx or Docman
• Understanding of care navigation or Total Triage
• Understanding of NHS confidentiality, safeguarding and information governance
• Experience of working across a multi-site healthcare setting
• Knowledge of local community and NHS services for signposting

• Full induction and relevant training, including practice systems, safeguarding, information governance, confidentiality and Total Triage