Care NavigatorNHS

Job summary

Bedminster Family Practice is looking for an enthusiastic, compassionate and motivated Patient Navigator to join our friendly and supportive Care Navigation Team.

This is an exciting opportunity for someone who enjoys working with people, providing excellent customer service, and helping patients access the right care at the right time. The successful candidate will be the first point of contact for many patients, helping them navigate NHS services, book appointments, and access appropriate support.

This is a fully onsite role based at our practice in South Bristol.

The post is for 21 hours per week, working the following fixed hours:

• Monday: 10:30am to 7:00pm
• Wednesday: 8:30am to 5:00pm
• Friday: 1:30pm to 6:30pm

The starting salary will be based on the current National Living Wage rate of £12.21 per hour, with a formal salary review after successful completion of a six-month probationary period.

This role offers an excellent opportunity to develop a career within primary care, with future progression opportunities into wider administrative and practice support duties for the right candidate.

Main duties of the job

The successful candidate will provide high-quality care navigation and reception support as part of our Patient Services Team.

The role will include:

• Welcoming patients and visitors to the practice in a professional and friendly manner.
• Answering incoming telephone calls and responding to patient enquiries.
• Signposting patients to the most appropriate clinician, service or healthcare professional using practice protocols.
• Booking appointments accurately using practice clinical systems.
• Processing online consultation requests and patient communications.
• Managing patient queries sensitively, professionally and confidentially.
• Supporting patients to access NHS services and community resources.
• Processing incoming correspondence and administrative tasks as required.
• Maintaining accurate patient records in line with information governance requirements.
• Working collaboratively with GPs, nurses, pharmacists and the wider multidisciplinary team.
• Providing excellent customer service while maintaining confidentiality and professionalism at all times.
• Supporting the wider administration team during periods of leave or increased workload.

Job description

To receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective manner.

To provide general assistance to the practice team and project a positive and professional image to patients and visitors, whether in person, online or via telephone.

Responsibilities include:

• Providing reception cover and welcoming patients to the practice.
• Answering incoming telephone calls and dealing with enquiries appropriately.
• Signposting patients to the most appropriate service using agreed practice protocols.
• Booking, cancelling and amending appointments.
• Processing electronic requests and online consultations.
• Managing patient queries and resolving issues wherever possible.
• Liaising with hospitals, community services and other healthcare providers.
• Maintaining confidentiality and complying with practice information governance policies.
• Supporting clinicians and the wider administrative team with routine administrative tasks.
• Processing incoming correspondence and workflow tasks.
• Monitoring practice communication systems and responding appropriately.
• Contributing positively to team working and practice improvement initiatives.
• Undertaking any other reasonable duties appropriate to the role.

Progression OpportunitiesWe are committed to developing our staff and supporting career progression. Following successful completion of training and probation, there will be opportunities for the successful candidate to develop additional skills and progress into wider administrative and practice support responsibilities as vacancies and service needs arise. This may include document management, referral administration, clinical administration and other GP support duties.

About us

Bedminster Family Practice is a well-established, friendly and forward-thinking training practice serving approximately 14,000 patients in South Bristol. We are led by three Partners and supported by a large multidisciplinary team including Salaried GPs, Advanced Nurse Practitioners, Practice Nurses, Healthcare Assistants, Pharmacists, Care Navigators and administrative staff.

We are proud of our supportive working environment and our commitment to high-quality patient care. We value every member of our team and encourage learning, development and continuous improvement.

The practice operates from modern, purpose-built premises close to Bristol city centre and is an active member of SWIFT Primary Care Network.

We are committed to supporting staff development and offer opportunities for progression and career growth within the practice.