Job summary

The Care Navigator is a key front-line position responsible for managing the first impressions of the practice. This role involves greeting patients, managing communication between patients and medical staff, and facilitating patient access to appropriate healthcare services efficiently. The Care Navigator plays a crucial role in guiding patients through the complexities of healthcare interactions, ensuring they receive timely and appropriate care.

Main duties of the job

Key responsibilities include scheduling appointments, managing patient records, answering phone calls, and providing patients with information about healthcare services. The Care Navigator will ensure that all patient interactions are handled with empathy and efficiency, maintaining confidentiality and compliance with healthcare regulations. This position requires excellent communication skills, strong organisational abilities, and a patient-centric approach to service delivery.

About us

The Practice aims to provide where possible a primary site for the post holder to work from, fostering stability and a strong team relationship. However, flexibility is required, and the post holder must be willing to work at other branch sites, when necessary, either on a temporary or permanent basis.

Details

Date posted

02 November 2026

Pay scheme

Other

Salary

£13 an hour

Contract

Permanent

Working pattern

Part-time

Reference number

A2381-26-0020

Job locations

Trelawny Surgery

45 Ham Drive

Plymouth

PL2 2NL

United Kingdom

Mayflower Medical Group

Stirling Road

PLYMOUTH

PL5 1PL

United Kingdom

Mount Gould Medical Centre

Mount Gould Primary Care Centre

Mount Gould Road

PLYMOUTH

PL4 7PY

United Kingdom

Job description

Job responsibilities

Patient Interaction and Support:

• Front Desk Management, Greet patients upon arrival, verify their information, and direct them to appropriate departments. Ensure a welcoming and respectful environment for all visitors.
• Appointment booking: Efficiently manage appointment scheduling using the practices systems; adjust schedules as needed to accommodate patient needs and maximise resource utilisation.
• Telephone Enquiries: Handle incoming calls, provide information to callers, take messages, or redirect calls to appropriate staff members.
• Administrative Responsibilities: eConsultations: Process eConsultations received. Patient Records Management: Maintain and update patient records with accuracy. Ensure all patient interactions and transactions are logged promptly and comply with legal and privacy requirements.
• Communication and Coordination: Healthcare Provider Liaison: Act as a liaison between patients and healthcare providers. Ensure that communication is clear and that patients understand their schedules, treatment plans, and any preparatory steps for appointments.
• Resource Navigation: Guide patients to access various healthcare resources available to them, including special clinics, educational sessions, and community services.
• Resource Management: Manage front-office supplies and ensure that patient areas are stocked with necessary items like forms, brochures, and informational materials.
• Safety Protocols: Maintain cleanliness and safety of the reception area, complying with health and safety guidelines to ensure a safe environment for patients and staff.
• Quality Improvement: Feedback Collection: Collect and compile patient feedback to identify areas for improvement in front desk operations and patient care coordination.
• Service Enhancement Initiatives: Participate in initiatives aimed at enhancing patient satisfaction and improving service delivery effectiveness.
• Training Participation: Engage in ongoing training to enhance skills related to patient care, technology use, communication, and administrative management.
• Knowledge Upgrading: Stay updated on new healthcare regulations, insurance policies, and patient care technologies to continually improve service quality.

Current vacancies at three different locations:

Mount Gould and Trelawny Based

Hours per week: 28.5

Wednesday 0800-1800 at Mount Gould

Thursday 0800-1800 at Trelawny

Friday 0800-1800 at Trelawny

Job description Job responsibilities Patient Interaction and Support:Front Desk Management, Greet patients upon arrival, verify their information, and direct them to appropriate departments. Ensure a welcoming and respectful environment for all visitors.Appointment booking: Efficiently manage appointment scheduling using the practices systems; adjust schedules as needed to accommodate patient needs and maximise resource utilisation.Telephone Enquiries: Handle incoming calls, provide information to callers, take messages, or redirect calls to appropriate staff members.Administrative Responsibilities: eConsultations: Process eConsultations received. Patient Records Management: Maintain and update patient records with accuracy. Ensure all patient interactions and transactions are logged promptly and comply with legal and privacy requirements.Communication and Coordination: Healthcare Provider Liaison: Act as a liaison between patients and healthcare providers. Ensure that communication is clear and that patients understand their schedules, treatment plans, and any preparatory steps for appointments.Resource Navigation: Guide patients to access various healthcare resources available to them, including special clinics, educational sessions, and community services.Resource Management: Manage front-office supplies and ensure that patient areas are stocked with necessary items like forms, brochures, and informational materials.Safety Protocols: Maintain cleanliness and safety of the reception area, complying with health and safety guidelines to ensure a safe environment for patients and staff.Quality Improvement: Feedback Collection: Collect and compile patient feedback to identify areas for improvement in front desk operations and patient care coordination.Service Enhancement Initiatives: Participate in initiatives aimed at enhancing patient satisfaction and improving service delivery effectiveness.Training Participation: Engage in ongoing training to enhance skills related to patient care, technology use, communication, and administrative management.Knowledge Upgrading: Stay updated on new healthcare regulations, insurance policies, and patient care technologies to continually improve service quality.Current vacancies at three different locations:Mount Gould and Trelawny BasedHours per week: 28.5Wednesday 0800-1800 at Mount GouldThursday 0800-1800 at Trelawny Friday 0800-1800 at Trelawny

Person Specification

Experience

Essential

• Communication Skills:
• Clear and compassionate communication is essential, as Care Navigators must explain complex healthcare options to patients, often with differing levels of understanding.
• Telephone skills are important for communicating with patients over the phone and scheduling appointments.
• Confidentiality and Professionalism:
• Understanding of patient confidentiality, data protection laws (such as GDPR), and maintaining professional boundaries while handling sensitive patient information.
• Use of SystmOne is advantageous

Desirable

• Ability to work independently and as part of a team.
• Patience and the ability to manage difficult or emotional conversations.
• Adaptability to meet the diverse needs of patients from different backgrounds.
• Ability to quickly learn about new services and keep up-to-date with changes in healthcare provision.
• In summary, experience as a Care Navigator in a GP surgery would involve supporting patients through the maze of healthcare services, offering guidance, managing appointments, and advocating for patients needs, all while ensuring high levels of confidentiality, empathy, and efficiency.

Vaccinations

Essential

• You must be able to provide evidence of the following vaccinations if you are successful at interview
• Seasonal Flu
• Hep B
• Tetanus
• Diptheria
• Polio
• MMR
• BCG
• Varicella
• MenACY

Person Specification Experience Essential Communication Skills: Clear and compassionate communication is essential, as Care Navigators must explain complex healthcare options to patients, often with differing levels of understanding. Telephone skills are important for communicating with patients over the phone and scheduling appointments. Confidentiality and Professionalism: Understanding of patient confidentiality, data protection laws (such as GDPR), and maintaining professional boundaries while handling sensitive patient information. Use of SystmOne is advantageous Desirable Ability to work independently and as part of a team. Patience and the ability to manage difficult or emotional conversations. Adaptability to meet the diverse needs of patients from different backgrounds. Ability to quickly learn about new services and keep up-to-date with changes in healthcare provision. In summary, experience as a Care Navigator in a GP surgery would involve supporting patients through the maze of healthcare services, offering guidance, managing appointments, and advocating for patients needs, all while ensuring high levels of confidentiality, empathy, and efficiency. Vaccinations Essential You must be able to provide evidence of the following vaccinations if you are successful at interview Seasonal Flu Hep B Tetanus Diptheria Polio MMR BCG Varicella MenACY

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Additional information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Fuller and Forbes Partnership

Address

Trelawny Surgery

45 Ham Drive

Plymouth

PL2 2NL

United Kingdom

Employer's website

http://bramleyonline.co.uk/ (Opens in a new tab)

Employer details

Employer name

Fuller and Forbes Partnership

Address

Trelawny Surgery

45 Ham Drive

Plymouth

PL2 2NL

United Kingdom

Employer's website

http://bramleyonline.co.uk/ (Opens in a new tab)