Job Description

We are seeking a Care Coordinator / Navigator to join our team in a dual leadership and patient-facing role, combining:

Care coordination for patients with long-term conditions and complex needs

Telephone triage and reception duties

Managing patient recalls for routine and long-term condition reviews

This role plays a pivotal role in enhancing patient experience by guiding individuals through the healthcare system to access the most appropriate services for their needs. This position focuses on personalised patient support, effective signposting, and collaboration with both internal teams and external organisations to ensure seamless care pathways. The successful candidate will help patients navigate NHS and community care services, support proactive recall processes to ensure appropriate clinical reviews, and help lead on online consultation systems.

This role is ideal for a motivated individual with telephone triage, recalls management, and care coordination experience, alongside leadership abilities and a strong commitment to personalised patient care.

IT skills are essential, as you will be regularly creating searches, data input and monitoring our achievements and progress against national, local, and internal targets.

The post holder will be required to work at both Moor Green Lane Medical Centre and Vicarage Road Surgery.

Shift times

: must be available for 8:00 AM opening and 6:30 PM closing shifts on rotation

Job Responsibilities

Reception Duties & Telephone Triage

Act as a professional and welcoming first point of contact for patients--in 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 practice's 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.

This role is ideal for someone who is

highly organised

and an

effective communicator

, capable of creating a welcoming atmosphere for our patients and maintaining high-quality standards with every interaction. Would need to have

Experience

in telephone triage, reception duties, and patient recalls.

Leadership

or

supervisory

experience in a healthcare setting also essential

Please note that previous applicants will not be considered for this position

Job Types: Full-time, Part-time, Permanent

Pay: 12.50-14.00 per hour

Benefits:

Company pension Employee discount Free flu jabs Health & wellbeing programme On-site parking
Application question(s):

Do you have experience working in a GP practice or healthcare setting?
Work Location: In person