Care Navigator; Maternity Cover

The care navigator plays a key role in providing a high-quality, patient-focused service within the Practice. As the first point of contact for patients, visitors, and external organisations, the post holder will ensure a professional, welcoming,and efficient service across both practice sites, supporting the smooth runningof day-to-day operations.

Our care navigators help our patients feel welcome, understood and valued, and assistour doctors, nurses and other healthcare staff to provide an outstanding service.

We are seeking a compassionate and proactive Care Navigator to join our team. The successful candidate will play a vital role in guiding patients through their healthcare journey, ensuring they receive the support and services they need in a timely manner.

• Act as a primary point of contact for patients navigating their healthcare pathways.
• Provide information about available services and resources within the practice and the wider healthcare system.
• Assist patients in accessing appropriate services, including specialist referrals, community resources, and health education.
• Maintain accurate records and documentation in line with practice protocols.

Eleanor Cross Healthcare is a thriving two-site GP practice dedicated to providing high-quality care to our diverse patient population. We pride ourselves on fostering a supportive and collaborative environment for both our staff and patients.

• Act as the first point of contact for patients, both in person and via telephone
• Greet patients courteously and ensure they are directed appropriately
• Completing ANIMA triage on behalf of our Golden Ticket patients, ensuring clear, concise and important information is documented
• Manage appointment bookings, cancellations, and amendments using the clinical system, including sending booking links where appropriate including for specialist clinics (coils/implants)
• Handle patient enquiries sensitively, efficiently and appropriately, escalating where needed
• Chaperone for clinicians where appropriate
• Complete district nurse referral where appropriate for housebound patients
• Taking payments, providing receipts and documenting payments for private work requests from patients

Administrative Duties

• Register new and temporary patients
• Update patient records accurately and in line with practice processes
• Input patient clinical information from health monitoring machine into their record accurately and elevate concerns where needed
• Process repeat prescription requests in line with practice policy, ensuring medication reviews are booked where due at point of issuing repeat medication
• Monitor and action requests received via reception and prescription email inboxes in a timely manner
• Action, update and/or compete tasks received via Systm One in a timely manner
• Manage incoming correspondence, including scanning to email letters received from patients at the reception desk
• Maintain stock levels of masks, sample bottles, prescription request papers, tissues, registration packs, health monitoring machine tokens etc.
• Prepare taxi box to be transported between sites and unload when received from the other site

Telephone and Communication

• Answer incoming calls promptly and professionally
• Signpost patients to the appropriate clinician or service
• Manage high call volumes while maintaining accuracy and patient care
• Have working knowledge of the telephone system
• Liaise and communicate with patients, other staff and teams, other healthcare services and other external services clearly and effectively
• Transferring calls to appropriate staff or teams

Practice Support

• Support clinical and administrative staff with general office duties as required
• Work flexibly across both practice sites to meet service needs
• Support the practice team during busy periods, including sickness or annual leave cover of work
• Assist in maintaining a safe, tidy, and welcoming reception environment
• Check rooms after surgeries in preparation for following day including allocating rooms, room lists, check boxes, windows, cups, change room names
• Empty dishwasher each morning and run cycle at end of day in preparation for next day
• Unlocking and…