Enhanced Access Bank Care Navigator

This front-desk post sits in the Enhanced Access team of a Primary Care Network, supporting patients and clinicians at Enhanced Access clinics. The core work is checking patients in, handling reception and telephone enquiries, signposting patients to the right service and giving routine administrative help to GPs and other clinicians. The role is mainly based at the front desk, with flexible working across PCN Enhanced Access sites.

Public-facing customer service experience and GCSE English and Maths are needed.

• Act as first point of contact for patients attending Enhanced Access clinics
• Greet patients and visitors, check patients into appointments and update demographic details
• Handle reception and telephone enquiries, signposting patients to the right service, clinician or community resource
• Support GPs, nurses and other clinicians with admin and day-to-day requests
• Book, cancel and rearrange appointments, manage patient flow and inform patients of delays
• Process, file and distribute correspondence, messages and records accurately
• Escalate urgent patient concerns or operational issues to appropriate staff
• Keep patient information confidential and comply with NHS policy, GDPR and information governance
• Support clinic preparation, data entry, patient recalls and reporting requests
• Work with colleagues across member practices and PCN teams
• Keep waiting areas safe and tidy and follow health and safety and infection control procedures
• Undertake other administrative and operational duties for the Enhanced Access service

• Good standard of general education, including GCSEs in English and Maths
• Evidence of ongoing personal development

• Experience working in customer service
• Experience working with members of the public
• Experience working in a busy environment
• Experience with computer systems and Microsoft Word

• Understanding of confidentiality and data protection requirements

• Previous experience in a GP practice, PCN or NHS setting
• Knowledge of primary care services
• Experience using clinical systems such as EMIS Web or Systm One, or similar
• Understanding of care navigation principles
• Knowledge of NHS services and pathways

• Staff development and exposure to other areas of primary care
• Ongoing learning, appraisal and career development opportunities