Care Navigator/Medical Receptionist


Company:	NHS Jobs
Salary:	Negotiable
Hours:	Full-time
Location:	Accrington, BB5 3DD
Job type:	Permanent
Posting date:	14 Aug 2026
Closing date:	31 Aug 2026

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Summary

To act as the main point of contact at the practice for patients accessing services. This role is the focal point of high quality communication between patients, clinicians and outside organisations, helping ensure services are delivered safely, efficiently and compassionately. The post-holder will be based primarily at Rhyddings Surgery, Oswaldtwistle, and will be rotated to the Connect Hub at Shadsworth Surgery as part if the Practice's new model of care navigation and triage. The Connect Hub deals predominately with remote contacts (telephone and online). Flexibility is key, as the post may occasionally require support outside of regular hours to provide cover. Patient Contact Greet patients in person and by telephone, dealing with all queries, concerns and appointments request respectfully and confidentially. Offer appropriate appointments using the clinical systems, signposting to other professionals or services where necessary. Handle prescription queries, home visits requests following protocol with care and urgency. Provide information about available services including new patient registrations Manage potentially distressing or difficult conversations with compassion Deal with patient complaints and feedback, escalating appropriately Care Navigation and Connect Hub Use active listening and structured questioning to understand a patient's need and navigate them to the most appropriate service or clinicians Triaging patient calls at the Connect Hub, Shadsworth Surgery, supporting clinical triage workflow under the supervision of clinicians Manage and priorities incoming telephone and online requests using agreed clinical and non-clinical pathways Assist patients in accessing services across the Practice's four sites and shared care providers Administration Maintain accurate records, update patient details and handle all documents confidentially Manage scanning, coding, filing and shredding of documents as appropriate Ensure the surgery is open, secure, tidy and prepared daily Communication Provide a link between patients, primary care, secondary care and allied services Collaborate effectively with colleagues to ensure smooth handovers and continuity of care Contact patients via letter or telephone when required Organisational and Professional Responsibilities Comply with all polices, procedures and employment terms Uphold patient confidentiality and Data Protection/GDPR standards at all times This job description is not intended to be a comprehensive description of all duties. Due to the Practice's commitment to continuous improvement it is not likely that the post will develop over time. Any amendments will be made in consultation and agreement with the post-holder. "Please see the attached job description and person specification for full details of the role and requirements"

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