Health Care Navigator

Oakmeadow Surgery's practice team is recruiting a Health Care Navigator to act as the first point of contact for patients. The post combines reception and telephone work with directing people to the right clinician or service, plus processing prescriptions, referrals and appointment requests on Systm One and Accu Rx. It sits in a busy primary care setting that also trains GP registrars and medical students.

Applicants need customer-facing experience, good general IT skills and English and Maths to a good standard.

• Act as the first point of contact for patients in person, by telephone and through digital channels including Accu Rx
• Triage appointment requests and direct patients to the appropriate clinician, service or healthcare provider
• Recognise urgent requests and escalate them promptly to the appropriate clinician
• Process urgent referrals, including two-week-wait, rapid access and crisis team referrals, and CPCS referrals
• Book, amend and cancel appointments on Systm One
• Process repeat and private prescription requests, taking card payments where applicable
• Process urgent patient registrations and keep patient records accurate, including scanning documents and managing post
• Monitor email inboxes and direct messages to the right team member for timely action
• Arrange home visit requests for clinical assessment
• Assist with Quality and Outcomes Framework activities, contacting patients to arrange appointments and reviews
• Maintain reception equipment, report faults and keep the reception area clean and organised
• Chaperone clinicians when appropriately trained and authorised

• Good standard of general education, including English and Maths, or equivalent experience

• Experience working in a customer-facing role
• Experience using IT systems to manage information and complete administrative tasks

• Good general IT skills and confidence learning new computer systems
• Excellent verbal and written communication
• Strong organisation and attention to detail
• Ability to prioritise tasks and work under pressure
• Ability to handle confidential, urgent or distressing situations sensitively
• Understanding of confidentiality, data protection and information governance

• Ability to work independently and as part of a multidisciplinary team
• Flexible approach to working hours and service requirements
• Willingness to support colleagues across a range of duties
• Ability to recognise urgent or sensitive requests and escal the them in line with practice protocols
• Commitment to safeguarding, equality, diversity and inclusion, and professional boundaries
• Friendly, approachable and professional manner

• Previous experience in general practice, the NHS or another healthcare setting
• Experience using Systm One or other clinical systems
• Experience using Accu Rx, Microsoft Office or other NHS clinical systems
• Relevant customer service, administration or healthcare qualification
• Experience supporting clinical teams with urgent referrals, appointment triage or care navigation
• Experience contributing to service improvements or changes to working practices
• Previous training in information governance, safeguarding or health and safety