Job Description

WEAVERS MEDICAL

Title:

Care Navigator and Care Coordinator

Responsible to:

Managing Partner

Location:

Weavers Medical, Prospect House, Kettering and Mawsley branch Surgery, School Road, Mawsley

Hours:

Post 1

Monday 08.00-13.00

Tuesday 08.00-13.00

Wednesday 08.00-13.00

Thursday 08.00-13.00

Friday 08.00-13.00

Post 2

Monday 08.00-13.00 Weavers

Tuesday 08.00-13.00 at Mawsley branch

Wednesday 13.00-18.00 alternating between Weavers and Mawsley branch

Thursday 13.30-18.30 Weavers

Friday 13.00-18.00 alternating between Weavers and Mawsley branch

Job Summary

The Care Navigator plays a key role in supporting the smooth running of the practice by providing frontline assistance to patients, visitors, and the wider clinical team. You will act as the first point of contact for patients, helping them access the most appropriate services or healthcare professional, while undertaking a range of reception-based administrative duties to ensure excellent patient experience and efficient practice operations. This role requires excellent communication skills, a proactive attitude, and a commitment to providing high-quality patient care.

The Care Coordinator plays a key role in supporting the delivery of personalised, proactive care to some of our most vulnerable patients, including those living in care homes, housebound individuals, patients with cancer, and others at risk of hospital admission.

The role involves maintaining accurate and up-to-date patient records, triaging and managing queries, coordinating care plans, and providing follow-up after hospital discharges. The Care Coordinator will support the organisation and administration of Collaborative Care Team (CCT) meetings, ensuring actions are recorded and progressed.

A key focus is on improving patient outcomes, enhancing continuity of care, and promoting independence and wellbeing wherever possible.

Main Duties and Responsibilities

Patient Support and Navigation

Provide a professional, friendly, and efficient service to patients, whether in person or over the telephone. Utilise care navigation techniques to guide patients to the most appropriate clinician, service, or source of support, identifying patient needs regardless of how they are presented. Apply the principles of Non-Violent Communication (NVC) to ensure that patient interactions are empathetic, respectful, and solution-focused. Process appointment requests, home visit requests, and telephone consultations accurately and efficiently. Take and relay accurate messages to clinical and administrative staff.

Administrative Duties

Manage incoming and outgoing correspondence, including post and emails. Process and distribute incoming and outgoing mail appropriately. File and retrieve paperwork as required following practice protocols. Ensure that patient information is recorded and updated accurately on the clinical system in line with practice procedures. Initiate contact with and respond to requests from patients, healthcare providers, and other external agencies as appropriate.

Practice Support

Maintain a clean and tidy work environment, including shared spaces such as kitchen and reception areas.

Act as a fire coordinator on a rota basis following training.

Collaborative Care Team Coordination

Act as the primary point of contact for care homes, liaising with GPs and other clinicians. Handle incoming queries, triage issues with support from the duty doctor as needed, and coordinate appropriate follow-up actions.

Maintain up-to-date, accurate records for patients on the Collaborative Care Team (CCT) register, using agreed templates and clinical coding standards.

Prioritise and manage daily workload independently, balancing the dynamic demands of the CCT effectively.

Collate and present information on patient admissions, discharges, and out-of-hours contacts for review by the CCT.

Support new patient referrals to the CCT by applying risk stratification tools, verifying eligibility, and adding appropriate patients to the team caseload.

Meeting and Action Management

Coordinate and manage the administrative functions of the CCT, including:

o Preparing patient background summaries for CCT meetings.

o Recording agreed action plans and ensuring follow-up, such as arranging tests, making referrals, and signposting to relevant services.

o Monitoring and tracking the progress of agreed actions.

Patient Monitoring and Support

Manage the CCT database to track patient journeys, outcomes, and support service planning and evaluation.

Provide patients and carers with timely information, advice, and signposting to appropriate services.

Conduct regular courtesy calls to patients on the CCT register to review and update care plans.

Make "Welcome Home" calls to patients following hospital discharge, particularly those with complex needs or those identified as at risk of readmission.

Communication and Teamwork.

Communicate sensitively and effectively with patients, carers, internal colleagues, and external stakeholders, ensuring a person-centred approach at all times.

Contribute to fostering a culture of collaboration across the practice and wider community health teams.

Confidentiality

Uphold patient confidentiality at all times in accordance with practice policies, GDPR, and NHS guidelines. Access and use confidential information only when necessary and only share information with authorised personnel.

Health, Safety, and Security

Promote and maintain own and others' health, safety, and security as defined in the practice's Health and Safety Policy. Adhere to the Prospect House Fire Strategy and all related emergency procedures.

Equality and Diversity

Act in a manner that recognises the equality, diversity, and rights of patients, carers, and colleagues. Ensure respectful and non-judgemental communication and behaviour towards all individuals.

Personal and Professional Development

Participate in annual appraisals and personal development reviews. Take responsibility for own learning, professional development, and performance. Contribute to the induction and support of new team members as appropriate.

Communication

Communicate effectively with patients, carers, colleagues, and external agencies. Recognise the need for alternative methods of communication and adapt appropriately.

Additional Responsibilities

Carry out any other duties reasonably requested by the Reception Supervisor or Managing Partner, commensurate with the role and grade.

This job description is not exhaustive and will be reviewed regularly in line with service needs.

Job Types: Part-time, Permanent

Pay: 12.21 per hour

Benefits:

Company pension On-site parking
Schedule:

Monday to Friday
Ability to commute/relocate:

Kettering, NN16 8DN: reliably commute or plan to relocate before starting work (required)
Application question(s):

Do you have GCSE or equivalent C or above in Math and English?
Education:

GCSE or equivalent (required)
Experience:

Administrative: 1 year (required) Health and Social Care: 1 year (required)
Work Location: In person

Application deadline: 27/05/2025