Patient Navigator

Overview

In this role you act as the first point of contact for patients, in person or by phone, delivering a friendly, helpful welcome. You will help patients access the right services and coordinate with the care team. You’ll support efficient reception operations, triage, and signposting, while upholding confidentiality and safeguarding. This position supports the practice’s community-focused mission and requires you to adapt to changing workloads. You will be part of a collaborative navigation team driving patient access and care coordination.

Responsibilities

• Greet and assist patients, manage enquiries, and explain procedures
• Ensure reception coverage during practice hours
• Coordinate with primary and secondary care teams for patient referrals
• Operate appointment and signposting systems to book and direct visits
• Utilize the Accrux triage tool to route patients appropriately
• Maintain patient confidentiality and data handling
• Provide chaperone support for vulnerable patients
• Perform clerical tasks (word processing, filing, scanning) and system usage (Outlook, Word)
• Monitor security and respond to emergencies; manage telephone systems
• Cover reception roles at multiple sites as required
• Adhere to practice policies, safeguarding, and training requirements

Key requirements

• Experience in a public reception environment
• Telephony and computer experience
• GCSE A-C in English & Maths; NVQ2 in customer care
• Desirable: NVQ3 in customer care; familiarity with medical terminology
• Ability to work independently and as part of a multi-skilled team
• Strong confidentiality and attention to detail

• customer-focused
• pleasant and articulate
• ability to work under pressure
• Accrux triage tool
• TPP computer system
• Microsoft Outlook

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