Enhanced Access Bank Care Navigator
| Company: | NHS Jobs |
|---|---|
| Salary: | Negotiable |
| Hours: | Full-time |
| Location: | London, E1 5PB |
| Job type: | Contract |
| Posting date: | 8 Oct 2026 |
| Closing date: | 30 Oct 2026 |
Summary
Responsible To Service Manager / PCN Management Team Job Summary The Enhanced Access Care Navigator plays a vital role in supporting the delivery of high-quality primary care services across the Primary Care Network (PCN). As a patient-facing member of the Enhanced Access team, the post holder will be responsible for providing an efficient, professional, and welcoming reception and administrative service to patients, clinicians, and colleagues. This role is predominantly based within Enhanced Access clinics, working at the front desk and acting as the first point of contact for patients attending appointments. The post holder will be responsible for checking patients in, managing enquiries, signposting patients to the most appropriate services, and supporting the smooth running of clinical sessions. The Care Navigator will also provide administrative support to General Practitioners (GPs), nurses, pharmacists, and other healthcare professionals, undertaking a range of routine administrative activities to ensure clinics operate effectively and efficiently. The role requires excellent communication skills, a positive and flexible approach, and the ability to work effectively in a busy and dynamic healthcare environment. This is an ideal opportunity for someone interested in developing a career within primary care and the NHS, with opportunities to gain experience and exposure to a range of healthcare services and operational functions across the PCN. Key ResponsibilitiesPatient Reception and Front Desk Duties Greet patients, visitors, and healthcare professionals in a professional, courteous, and friendly manner. Act as the first point of contact for patients attending Enhanced Access appointments. Check patients into appointments accurately and efficiently using clinical systems. Confirm and update patient demographic information where required. Assist patients with general enquiries and provide information about services available within the PCN. Manage patient flow within clinics to ensure appointments run efficiently. Provide support to patients who may require additional assistance due to language barriers, disabilities, or other needs. Ensure waiting areas remain safe, tidy, and welcoming. Maintain patient confidentiality at all times. Care Navigation and Patient Support Signpost patients to the most appropriate healthcare professional, service, or community resource according to their needs. Provide information regarding available health services and appointment options. Support patients in accessing services within primary care and the wider NHS. Escalate concerns or urgent issues appropriately in accordance with practice and PCN procedures. Promote self-care and other appropriate healthcare pathways where suitable. Assist patients in understanding the services available through Enhanced Access. Administrative Support Provide administrative support to GPs and other clinicians working within Enhanced Access clinics. Process incoming and outgoing correspondence accurately and efficiently. Scan, file, and maintain records in accordance with information governance requirements. Support clinicians with routine administrative requests. Manage internal communications and relay messages accurately. Assist with appointment bookings, cancellations, amendments, and clinic scheduling. Support the completion of clinic preparation and follow-up activities. Maintain accurate records and documentation. Assist with data entry and data quality activities. Support reporting requirements as requested by management. Appointment and Clinic Management Manage clinic appointment systems effectively. Ensure appointment books are maintained accurately. Monitor appointment utilisation and identify available capacity. Support the smooth operation of Enhanced Access sessions. Assist with patient recalls and follow-up bookings when required. Liaise with clinical and administrative colleagues to address scheduling issues. Inform patients of any delays, changes, or cancellations to appointments. Ensure clinic rooms are appropriately prepared for sessions where required. Communication Build and maintain effective working relationships with patients, colleagues, and stakeholders. Communicate effectively with a wide range of individuals, including patients who may be distressed, anxious, or upset. Respond professionally to telephone enquiries. Take and relay messages accurately and promptly. Work collaboratively with member practices and PCN teams. Demonstrate excellent customer service skills in all interactions. Represent the PCN in a professional manner at all times. Information Governance and Confidentiality Adhere to all information governance policies and procedures. Maintain strict confidentiality regarding patient and organisational information. Handle sensitive information in accordance with GDPR, NHS policies, and local procedures. Ensure accurate and secure management of patient records. Report any information governance concerns through appropriate channels. Quality and Service Improvement Contribute to the continuous improvement of Enhanced Access services. Actively participate in team meetings and service reviews. Identify opportunities to improve patient experience and operational efficiency. Support the implementation of new processes and procedures. Participate in audits and quality improvement initiatives where required. Maintain awareness of developments within primary care and NHS services. Health and Safety Comply with all health and safety policies and procedures. Assist in maintaining a safe environment for patients, visitors, and staff. Report incidents, accidents, hazards, or concerns promptly and appropriately. Follow infection prevention and control procedures. Participate in mandatory training and updates. Support emergency procedures where required. Team Working Work flexibly across PCN Enhanced Access sites as required. Develop positive working relationships with colleagues across member practices. Support team objectives and service delivery priorities. Contribute to a positive, inclusive, and supportive working environment. Demonstrate professionalism, reliability, and accountability in all aspects of the role. Undertake additional duties appropriate to the post and grade as required.