Care Navigator / Administrator


Company:	NHS Jobs
Salary:	Negotiable
Hours:	Full-time
Location:	Birkenhead, CH41 2QJ
Job type:	Permanent
Posting date:	18 Aug 2026
Closing date:	6 Sept 2026

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Summary

Patient Access and Care Navigation Process and effectively signpost patients to the most appropriate healthcare professional or service in accordance with practice protocols. Receive and manage patient enquiries by telephone, in person, online consultation platforms and other digital communication channels. Book, amend and cancel appointments in accordance with practice procedures. Support patients in accessing services through the NHS App and other approved digital platforms. Process requests received through online consultation systems such as Patchs or other approved systems. Provide information regarding available healthcare services and community resources. Assist patients in navigating health and care services appropriately. Identify urgent requests and escalate appropriately in line with practice protocols. Reception and Customer Service Welcome patients and visitors in a courteous, professional and confidential manner. Answer incoming telephone calls promptly and deal with enquiries effectively. Manage difficult conversations and support patients who may be distressed, vulnerable or dissatisfied. Resolve routine patient queries and escalate concerns where necessary. Promote a positive patient experience at all times. Administrative Duties Process repeat prescription requests in accordance with practice procedures. Register new and temporary patients accurately. Enter and update patient demographic information. Accurately input information into patient healthcare records. Enter and maintain read codes/SNOMED CT codes in line with practice protocols. Process incoming and outgoing correspondence. Scan and attach patient documentation to electronic medical records. Manage practice email inboxes and workflow systems as directed. Undertake system searches and reports as requested. Photocopy, file and distribute documentation as required. Direct requests for Subject Access Requests SARs, insurance reports, solicitor requests, DVLA enquiries and other non-routine correspondence to the appropriate team member. Workflow Management Monitor and action allocated tasks within agreed timescales. Support the management of clinical and administrative workflows. Prioritise workload effectively while maintaining accuracy. Work flexibly to support service delivery during periods of high demand. Team Working Work collaboratively with GPs, nurses, healthcare assistants, administrative staff, Primary Care Network - PCN staff and external healthcare providers. Support colleagues and provide cover during periods of absence where required. Communicate effectively with patients, carers, colleagues and external agencies. Secondary Responsibilities The post holder may also be required to: Support quality improvement initiatives and practice audits. Assist with data collection for contractual and quality requirements, including QOF and enhanced services. Support public health campaigns through patient communication, appointment coordination and administration. Participate in practice meetings and team development activities. Assist with opening and closing procedures in accordance with practice rotas. Undertake any other reasonable duties consistent with the role and grade as requested by management. Safeguarding Responsibilities All staff have a responsibility to safeguard and promote the welfare of children and adults at risk. The post holder will: Undertake safeguarding training appropriate to the role. Recognise potential safeguarding concerns. Report concerns in line with practice safeguarding policies and procedures. Maintain awareness of safeguarding responsibilities within General Practice. Information Governance and Confidentiality The post holder will: Maintain strict confidentiality regarding patient, staff and practice information. Comply with UK GDPR, Data Protection Act 2018, NHS Confidentiality Code of Practice and all practice Information Governance policies. Ensure personal confidential data is handled securely and appropriately at all times. Report any actual or suspected data breaches immediately in accordance with practice procedures. Complete mandatory Information Governance training. Health and Safety The post holder will: Comply with the Health and Safety at Work Act and all practice policies. Maintain a safe working environment for patients, visitors and colleagues. Report accidents, incidents, hazards and near misses in accordance with practice procedures. Maintain clean, tidy and safe reception, office and waiting areas. Equality, Diversity and Inclusion The Practice is committed to promoting equality, diversity and inclusion and expects all staff to: Treat patients, colleagues and visitors with dignity and respect. Challenge discrimination where appropriate. Promote equality of access to services for all patients. Training and Development The post holder will: Complete all mandatory training requirements. Participate in annual appraisal and personal development reviews. Undertake additional training relevant to the role. Maintain competence in care navigation principles, digital systems and customer service skills.

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