Care Navigator

Key Responsibilities Patient Access and Support • Provide a first point of contact for patients via telephone, in person, and online consultation requests • Support patients in accessing appropriate services • Provide clear and accurate information regarding practice services and processes • Accurately book, amend, and cancel appointments using the clinical system and associated appointment hubs based on patient need • Maintain a professional, calm, and empathetic approach at all times • Escalate urgent or clinically concerning information in line with Practice protocols Appointment and Triage System Management • Ensure information provided by patients relating to face-to-face, telephone and online triage requests is recorded accurately and appropriately • Process and manage requests received through the Practices online consultation and triage systems • Signpost online consultation requests to appropriate services or providers where required • Support the management of appointment availability and utilisation • Monitor outstanding or incomplete requests and take appropriate action to complete them • Assist with the processing of online consultation outcomes and associated follow-up actions • Identify and escalate urgent, complex or concerning requests in accordance with Practice protocols • Maintain accurate and contemporaneous records of patient interactions and actions taken Results and Task Management • Process results and associated tasks within the clinical system in accordance with Practice protocols • Communicate clinician-authorised information and actions to patients accurately and appropriately • Arrange appointments, investigations and other follow-up actions as directed by clinicians • Monitor outstanding tasks and actions and take appropriate steps to support timely completion • Recognise when clinical interpretation, advice or decision-making is required and refer the matter to an appropriate clinician • Identify and escalate urgent, overdue or concerning matters in accordance with Practice procedures • Maintain clear and accurate records of actions and communications Clinical Correspondence Processing • Review and process incoming clinical correspondence in accordance with Practice protocols • Code and assign documents in line with Practice protocols • Support clinicians by ensuring relevant information is available when required • Extract and code relevant clinical information • Process all information accurately and in a timely manner • Identify and escalate any urgent or clinically significant information identified within correspondence Digital Systems and Communication • Use all key systems, including SystmOne, SystmConnect, PATCHS, and NHS Mail, to support patient access and administrative processes • Send outbound communications via PATCHS and NHS Mail • Communicate effectively with patients, colleagues, and external organisations Patient Record Access and Digital Support • Support patients and proxies in requesting access to online medical record via systems such as SystmOnline, Airmid, and the NHS App • Process requests in accordance with Practice policy, information governance requirements, and applicable NHS guidance • Verify patient identity in line with Practice protocols before granting or updating access • Provide guidance to patients on how to register for and use online services • Assist patients with basic troubleshooting and signpost to further support where required • Escalate any queries relating to restricted or sensitive record access to an appropriate clinician or senior team member Chaperoning • Act as a chaperone for clinicians where required, in line with Practice chaperone policy • Ensure patients are aware of the right to request a chaperone during consultations • Provide reassurance and support to patients during examinations in the role of a chaperone • Maintain patient dignity, privacy, and respect always during chaperoning • Observe and report any concerns arising during consultations in line with safeguarding procedures Professional Practice and AccountabilityThe following apply to all aspects of the role and underpin safe and effective practice: Confidentiality and Information Handling • Always maintain strict confidentiality in relation to patient, staff, and Practice information • Ensure conversations involving patient information are conducted in a manner that preserves privacy • Manage all patient-identifiable data in accordance with GDPR, NHS Information Governance requirements and Practice policies and protocols • Only share information with authorised individuals on a need-to-know basis • Verify patient identity appropriately before disclosing or updating any information • Use clinical systems, including SystmOne, SystmConnect, and PATCHS safely and securely • Report any actual or potential data breaches or information governance concerns promptly in line with Practice procedures • Maintain a clear desk and secure working environment to protect sensitive information Safeguarding • Act in accordance with Practice safeguarding policies and procedures at all times • Recognise and respond to safeguarding concerns relating to children, adults at risk, and domestic abuse • Remain alert to signs of potential abuse, neglect, or exploitation, including concerns identified through all patient interactions and managing clinical correspondence and records • Escalate safeguarding concerns promptly and appropriately to a clinician or safeguarding lead in line with Practice protocols • Accurately document safeguarding concerns and actions taken within the clinical system • Maintain professional boundaries and manage sensitive situations with discretion, empathy, and respect • Participate in mandatory safeguarding training and keep knowledge up to date • Contribute to a culture of safety by raising concerns and supporting colleagues where safeguarding risks are known Patient Experience and Customer Service • Deliver a consistently high standard of customer service across all patient interactions • Communicate in a professional, courteous, and empathetic manner, both face-to-face and via telephone or digital channels • Actively listen to patients to understand their needs and respond appropriately • Manage challenging or sensitive situations calmly and confidently, including dealing with distressed or frustrated patients • Promote a positive patient experience by providing clear, accurate, and helpful information • Collaborate with colleagues to ensure continuity and quality of service • Support an inclusive approach, ensuring all patients feel respected and able to access services • Escalate concerns or complaints appropriately in line with Practice procedures Workload and Task Management • Manage personal and shared workloads effectively • Prioritise tasks based on urgency, risk, and service need, using appropriate judgement • Complete tasks and workflows accurately and within expected timescales • Monitor outstanding work and take steps to prevent delays or backlogs • Promptly escalate capacity, workload, or safety concerns to line manager/senior team member • Maintain a structured and methodical approach to work, ensuring continuity and handover where required • Adapt to changing demands throughout the working day, including balancing patient contact with administrative duties Professional Development • Participate in induction, mandatory training, and annual appraisal processes • Take responsibility for maintaining and developing knowledge and skills relevant to the role • Complete all training in respect of the chaperoning role • Actively engage in learning opportunities, including system training and role-specific competencies • Reflect on performance and identify areas for personal development • Keep up to date with changes in Practice procedures, NHS guidance, and service delivery models • Contribute to a culture of learning by sharing knowledge and supporting colleagues where appropriate General Responsibilities • Work flexibly across different functions within the Patient Services team to support service delivery • Maintain a professional, organised, and proactive approach always • Adhere to all Practice policies, procedures, and standard operating protocols • Demonstrate reliability, accountability, and a commitment to high standards of work • Support team working and contribute positively to the working environment • Undertake additional duties appropriate to the role, commensurate with training and experience Job description Job responsibilities Key Responsibilities Patient Access and Support • Provide a first point of contact for patients via telephone, in person, and online consultation requests • Support patients in accessing appropriate services • Provide clear and accurate information regarding practice services and processes • Accurately book, amend, and cancel appointments using the clinical system and associated appointment hubs based on patient need • Maintain a professional, calm, and empathetic approach at all times • Escalate urgent or clinically concerning information in line with Practice protocols Appointment and Triage System Management • Ensure information provided by patients relating to face-to-face, telephone and online triage requests is recorded accurately and appropriately • Process and manage requests received through the Practices online consultation and triage systems • Signpost online consultation requests to appropriate services or providers where required • Support the management of appointment availability and utilisation • Monitor outstanding or incomplete requests and take appropriate action to complete them • Assist with the processing of online consultation outcomes and associated follow-up actions • Identify and escalate urgent, complex or concerning requests in accordance with Practice protocols • Maintain accurate and contemporaneous records of patient interactions and actions taken Results and Task Management • Process results and associated tasks within the clinical system in accordance with Practice protocols • Communicate clinician-authorised information and actions to patients accurately and appropriately • Arrange appointments, investigations and other follow-up actions as directed by clinicians • Monitor outstanding tasks and actions and take appropriate steps to support timely completion • Recognise when clinical interpretation, advice or decision-making is required and refer the matter to an appropriate clinician • Identify and escalate urgent, overdue or concerning matters in accordance with Practice procedures • Maintain clear and accurate records of actions and communications Clinical Correspondence Processing • Review and process incoming clinical correspondence in accordance with Practice protocols • Code and assign documents in line with Practice protocols • Support clinicians by ensuring relevant information is available when required • Extract and code relevant clinical information • Process all information accurately and in a timely manner • Identify and escalate any urgent or clinically significant information identified within correspondence Digital Systems and Communication • Use all key systems, including SystmOne, SystmConnect, PATCHS, and NHS Mail, to support patient access and administrative processes • Send outbound communications via PATCHS and NHS Mail • Communicate effectively with patients, colleagues, and external organisations Patient Record Access and Digital Support • Support patients and proxies in requesting access to online medical record via systems such as SystmOnline, Airmid, and the NHS App • Process requests in accordance with Practice policy, information governance requirements, and applicable NHS guidance • Verify patient identity in line with Practice protocols before granting or updating access • Provide guidance to patients on how to register for and use online services • Assist patients with basic troubleshooting and signpost to further support where required • Escalate any queries relating to restricted or sensitive record access to an appropriate clinician or senior team member Chaperoning • Act as a chaperone for clinicians where required, in line with Practice chaperone policy • Ensure patients are aware of the right to request a chaperone during consultations • Provide reassurance and support to patients during examinations in the role of a chaperone • Maintain patient dignity, privacy, and respect always during chaperoning • Observe and report any concerns arising during consultations in line with safeguarding procedures Professional Practice and AccountabilityThe following apply to all aspects of the role and underpin safe and effective practice: Confidentiality and Information Handling • Always maintain strict confidentiality in relation to patient, staff, and Practice information • Ensure conversations involving patient information are conducted in a manner that preserves privacy • Manage all patient-identifiable data in accordance with GDPR, NHS Information Governance requirements and Practice policies and protocols • Only share information with authorised individuals on a need-to-know basis • Verify patient identity appropriately before disclosing or updating any information • Use clinical systems, including SystmOne, SystmConnect, and PATCHS safely and securely • Report any actual or potential data breaches or information governance concerns promptly in line with Practice procedures • Maintain a clear desk and secure working environment to protect sensitive information Safeguarding • Act in accordance with Practice safeguarding policies and procedures at all times • Recognise and respond to safeguarding concerns relating to children, adults at risk, and domestic abuse • Remain alert to signs of potential abuse, neglect, or exploitation, including concerns identified through all patient interactions and managing clinical correspondence and records • Escalate safeguarding concerns promptly and appropriately to a clinician or safeguarding lead in line with Practice protocols • Accurately document safeguarding concerns and actions taken within the clinical system • Maintain professional boundaries and manage sensitive situations with discretion, empathy, and respect • Participate in mandatory safeguarding training and keep knowledge up to date • Contribute to a culture of safety by raising concerns and supporting colleagues where safeguarding risks are known Patient Experience and Customer Service • Deliver a consistently high standard of customer service across all patient interactions • Communicate in a professional, courteous, and empathetic manner, both face-to-face and via telephone or digital channels • Actively listen to patients to understand their needs and respond appropriately • Manage challenging or sensitive situations calmly and confidently, including dealing with distressed or frustrated patients • Promote a positive patient experience by providing clear, accurate, and helpful information • Collaborate with colleagues to ensure continuity and quality of service • Support an inclusive approach, ensuring all patients feel respected and able to access services • Escalate concerns or complaints appropriately in line with Practice procedures Workload and Task Management • Manage personal and shared workloads effectively • Prioritise tasks based on urgency, risk, and service need, using appropriate judgement • Complete tasks and workflows accurately and within expected timescales • Monitor outstanding work and take steps to prevent delays or backlogs • Promptly escalate capacity, workload, or safety concerns to line manager/senior team member • Maintain a structured and methodical approach to work, ensuring continuity and handover where required • Adapt to changing demands throughout the working day, including balancing patient contact with administrative duties Professional Development • Participate in induction, mandatory training, and annual appraisal processes • Take responsibility for maintaining and developing knowledge and skills relevant to the role • Complete all training in respect of the chaperoning role • Actively engage in learning opportunities, including system training and role-specific competencies • Reflect on performance and identify areas for personal development • Keep up to date with changes in Practice procedures, NHS guidance, and service delivery models • Contribute to a culture of learning by sharing knowledge and supporting colleagues where appropriate General Responsibilities • Work flexibly across different functions within the Patient Services team to support service delivery • Maintain a professional, organised, and proactive approach always • Adhere to all Practice policies, procedures, and standard operating protocols • Demonstrate reliability, accountability, and a commitment to high standards of work • Support team working and contribute positively to the working environment • Undertake additional duties appropriate to the role, commensurate with training and experience