Care Navigator

Care Navigator (GP Practice) The Care Navigator plays a vital role in ensuring the patient accesses the right care at the right time and given the most appropriate appointment or advice to meet their needs. As the first point of contact in General Practice, they support our Total Triage model by helping the patient navigate healthcare services efficiently and appropriately. Total triage is a General Practice workflow, whereby every patient contacting the practice first provides some information on the reasons for contact, the request is triaged by an experienced clinician before an appointment is allocated. In line with our Total Triage model, and to ensure the practice communicates with patients in a timely way, Care Navigators gather key information from patients via phone, online, or in person.

Using clear protocols, they direct patients to the most suitable clinician, service, or self-care resource, which may include GPs, nurses, pharmacists, social prescribers, or external services. Their role reduces unnecessary GP appointments, supports clinical decision-making, improves access, and enhances patient satisfaction. Care Navigators also assist with administrative tasks, referrals, and follow-ups, contributing to a smooth and responsive patient journey. Strong communication skills, empathy, discretion, and an ability to work under pressure are essential for this role.

Main duties of the Care Navigator Signpost patients to the appropriate healthcare professional, service or self-care resource to meet their needs. Manage appointments and monitor online consultations (e.g., Accurx). Develop and maintain a detailed knowledge of local community and voluntary sector services to enable signposting of people at risk of loss of independence. To provide an ambassadorial function for the practice in its relationships with the voluntary sector, volunteer networks, community groups and all relevant statutory agencies.

Develop relationships for the benefit of the practice population with community groups / organisations and health and social care bodies. To act as Learning Disability Champion for the practice and proactively manage and support patients in undertaking their learning disability reviews within the practice. Handle incoming calls, emails, and face-to-face queries professionally. Maintain accurate patient records, including data entry, coding, scanning, and system updates on EMIS & Accurx.

Provide general administrative support to clinical and non-clinical teams. Participate in audits, meetings, and mandatory training. Contribute to practice initiatives, such as flu clinics and patient participation groups. Provide cover during staff absences and work collaboratively with colleagues to ensure smooth service delivery.

Quality Checks Check the clinical rooms as required daily / weekly to ensure fully equipped and any issues escalated for immediate resolution. In addition, the Care Navigator provides comprehensive administrative support to ensure smooth day-to-day practice operations. Key Responsibilities The following are the core duties of the Care Navigator. Duties may vary depending on workload, staffing levels, and individual training.

Patient Navigation & Triage Hub Assist the smooth day to day running of the Total Triage Hub Signpost patients to the appropriate healthcare professional, service, or self-care resource based on clinical protocols. Process and manage all in-person, telephone, and online appointment requests. Respond to general patient queries, offering appropriate advice or redirecting as needed. Support the Total Triage process by gathering relevant information and navigating accordingly.

Ensure all patient interactions are documented accurately and confidentially. Administrative & Clerical Duties Monitor the appointment system, assessing demand and availability daily. Handle incoming and outgoing correspondence, including emails and mail. Input and code clinical data and documentation onto EMIS and Accurx.

Scan and upload patient documents, ensuring correct clinical coding. Perform general clerical tasks as required. Carry out system searches and support audit activities. Communication & Collaboration Initiate and respond to communication from patients, staff, and external agencies.

Liaise effectively with clinical staff, the Patient Services Team, and external services (e.g., hospitals, community teams). Attend staff meetings, contribute ideas, and take meeting minutes when required. Provide cover for colleagues during absences and assist in rota planning for breaks and out-of-hours. Training & Development Undertake all mandatory training and practice induction programmes.

Keep training up to date and attend refresher courses as required. Participate in annual appraisals and regular one-to-one reviews with management. Support new staff and participate in peer training when appropriate.