Care Navigator

Our Care Navigators are key contributors in supporting the smooth running of the practice by providing internal administrative support necessary for the practice team to meet the needs of and caring for our patients. This role provides an accessible, safe and effective line of communication for patients and third parties whether via the phone, email, or in person. The purpose of this supporting role is to ensure that our patients receive an all-around excellent experience every time they visit or contact Clerkenwell Medical Practice.

The Care Navigator is a key member of the Clerkenwell Medical Practice team, providing high quality reception and administrative support to ensure smooth patient flow and effective clinical operations. The role includes booking appointments, managing calls, handling patient queries, greeting patients, maintaining the reception area, processing prescriptions and documents, and managing samples. You will support recall systems, liaise with patients and external providers, and ensure accurate communication across the team.

Administrative duties include processing emails and eConsults, completing referrals, chasing hospital appointments and test results, generating letters and sick notes, and managing filing, scanning, coding, and Docman workflows. You will handle incoming and outgoing post, maintain supplies, and follow practice policies, confidentiality requirements, and CQC standards.

The role requires strong communication skills, attention to detail, good IT ability, and the capacity to work under pressure while prioritising a varied workload. Enthusiasm, flexibility, and teamwork are essential. NHS or GP practice experience is desirable but not required, and training will be provided.

This is a varied and rewarding role supporting the clinical team to deliver high quality care for our patients. We are looking for someone enthusiastic, caring, and conscientious, who enjoys working as part of a team. Our practice is friendly and supportive, and there are genuine opportunities for development and progression for the right person.

Reception Duties:

• Book appointments in accordance with the practice protocols and take onboard feedback to assist with effective patient management for the best use of Clerkenwell Medical Practice patient-facing capacity.
• Receive and make phone calls as required and ensure all queries are dealt with as they arise.
• Dealing with patient queries and other contacts in order to safely minimise the clinical workload wherever possible
• Work the reception desk, greeting patients, maintaining the waiting area, and ensuring the desk is well stocked at all times.
• Management of prescriptions, documents and letters that arrive at the reception desk.
• Keep the reception desk well stocked and provide consumables for clinical rooms regularly to ensure they are stocked as well as on request.
• Deal with samples received from patients and provide accurate specimen receptacles for patients asked to provide samples.
• Supports the practice recall system with accuracy to help us meet our clinical performance targets.
• Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.

Administrative Duties:

• Work to practice processes, protocols and procedures and according to practice policy all of which will change from time to time.
• Process and distribute all emails and eConsults and ensure they are directed to the correct member of the practice team.
• Completing all requests received from the practice team to support clinicians in their admin duties.
• Completing referrals, chasing hospital appointments, test results, and patient-related information and documentation.
• Generating letters, sick notes and other documentation for patients at the request of clinicians.
• Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning.
• Filing
• Summarising and coding
• Docman filing
• Recalls including cervical cytology, childhood immunisations and any other central database generated services/requirements
• Checking for outstanding work and making sure no tasks are overlooked or requests/documents are left unprocessed when practice team members are absent
• Open and distribute the post.
• Taking responsibility for all outgoing post to be sent in a timely manner bearing the correct postage in order to avoid all unnecessary delays in post leaving the practice
• Work under pressure with minimal supervision, safely use initiative with the ability to prioritise and also recognise when to ask for information or help
• Load and unload the dishwasher
• Buy supplies eg milk for tea and coffee when necessary
• Maintaining training and skills in order to facilitate the role.
• Maintain total confidentiality at all times
• All other responsibilities and tasks not listed here that relate to this post and the smooth running of the practice and/or contribute to…