Care Coordinator/navigator

Job Responsibilities Reception Duties & Telephone Triage Act as a professional and welcoming first point of contact for patientsin person, on the telephone, or online. Handle telephone triage, accurately assessing patient needs and escalating urgent concerns as appropriate. Support patient appointment bookings, queries, and cancellations, using established protocols. Promote patient access to digital and online services.
Register new patients, maintain accurate demographic records, and process correspondence and communications. Recalls Management Lead on coordinating patient recalls for long-term condition reviews (e.g., diabetes, asthma, hypertension). Work closely with clinicians and administrative teams to plan, schedule, and track recall invitations. Follow up with patients to ensure attendance at necessary appointments.
Proactively identify patients overdue for health checks or reviews, ensuring they are booked appropriately. Maintain accurate recall records within EMIS Web and assist with audit/reporting requirements. Care Coordination & Personalised Support Manage a caseload of patients, focusing on personalised care plans for those with complex needs. Support patients and carers to navigate health, social care, and community services.
Refer patients to social prescribing link workers, health & wellbeing coaches, or other relevant services. Help patients prepare for or follow up on clinical conversations to enable informed decision-making. Leadership Provide daily leadership to the reception and care navigation team, acting as a role model for excellent patient care. Ensure smooth operations, including opening/closing duties in line with the rota.
Digital Support & Development Support the team and patients with online consultations. Monitor, process, and track digital consultations via the practices systems, ensuring timely escalation and action. Actively participate in improving digital systems and workflows. Administration & IT Systems Accurately maintain patient records on EMIS Web and other systems.
Assist with data extraction for audits, QOF, and PCN reporting. Process incoming/outgoing correspondence, scanning, and task management. Consultation Room Preparations Clearing and re-stocking of consulting rooms as required Consulting rooms prepared in readiness for each consulting session. Rooms are checked at the end of each consulting session and left tidy and secure.
Confidentiality Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data Confidentiality Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data Health & Safety The post-holder will manage their own and others health & safety and infection control as defined in the Practices Health & Safety Policy, the Practice Health & Safety Manual, and the Practices Infection Control Policy and published procedures. Comply with Practice health & safety policies by following agreed safe working procedures Actively report health & safety hazards and infection hazards immediately Keeping work and general areas clean and tidy, and using appropriate infection control procedures to keep work areas hygienic and safe from contamination.
Undertaking periodic infection control training (minimum annually) Awareness and compliance with national standards of infection control, hygiene, regulatory / contractual / professional requirements, and good practice guidelines. Reporting incidents using the organisations Incident Reporting System Using personal security systems within the workplace according to Practice guidelines Making effective use of training to update knowledge and skills Equality and Diversity The post-holder will support, promote and maintain the Practices Equality & Diversity Policy. No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc. The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families.