Job Description

The Care Navigator is a key front-line position responsible for managing the first impressions of the practice. This role involves greeting patients, managing communication between patients and medical staff, and facilitating patient access to appropriate healthcare services efficiently. The Care Navigator plays a crucial role in guiding patients through the complexities of healthcare interactions, ensuring they receive timely and appropriate care.
Main duties of the job
Key responsibilities include scheduling appointments, managing patient records, answering phone calls, and providing patients with information about healthcare services. The Care Navigator will ensure that all patient interactions are handled with empathy and efficiency, maintaining confidentiality and compliance with healthcare regulations. This position requires excellent communication skills, strong organisational abilities, and a patient-centric approach to service delivery.
About us
The Practice aims to provide where possible a primary site for the post holder to work from, fostering stability and a strong team relationship. However, flexibility is required, and the post holder must be willing to work at other branch sites, when necessary, either on a temporary or permanent basis.
Here at Mayflower, we also provide our Care Navigators with an enhanced hourly rate at the end of each month, as long as they have not taken sick leave.
Details
Date posted
19 September 2025
Pay scheme
Other
Salary
12.50 an hour
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
A2381-25-0027
Job locations
Mayflower Medical Group
Stirling Road
Plymouth
PL51PL
Mannamead Surgery
22 Eggbuckland Road
Plymouth
PL3 5HE
Job description
Job responsibilities
Patient Interaction and Support:

• Front Desk Management, Greet patients upon arrival, verify their information, and direct them to appropriate departments. Ensure a welcoming and respectful environment for all visitors.
• Appointment booking: Efficiently manage appointment scheduling using the practices systems; adjust schedules as needed to accommodate patient needs and maximise resource utilisation.
• Telephone Enquiries: Handle incoming calls, provide information to callers, take messages, or redirect calls to appropriate staff members.
• Administrative Responsibilities: eConsultations: Process eConsultations received. Patient Records Management: Maintain and update patient records with accuracy. Ensure all patient interactions and transactions are logged promptly and comply with legal and privacy requirements.
• Communication and Coordination: Healthcare Provider Liaison: Act as a liaison between patients and healthcare providers. Ensure that communication is clear and that patients understand their schedules, treatment plans, and any preparatory steps for appointments.
• Resource Navigation: Guide patients to access various healthcare resources available to them, including special clinics, educational sessions, and community services.
• Resource Management: Manage front-office supplies and ensure that patient areas are stocked with necessary items like forms, brochures, and informational materials.
• Safety Protocols: Maintain cleanliness and safety of the reception area, complying with health and safety guidelines to ensure a safe environment for patients and staff.
• Quality Improvement: Feedback Collection: Collect and compile patient feedback to identify areas for improvement in front desk operations and patient care coordination.
• Service Enhancement Initiatives: Participate in initiatives aimed at enhancing patient satisfaction and improving service delivery effectiveness.
• Training Participation: Engage in ongoing training to enhance skills related to patient care, technology use, communication, and administrative management.
• Knowledge Upgrading: Stay updated on new healthcare regulations, insurance policies, and patient care technologies to continually improve service quality.

Current vacancies:
Stirling Road 37.5 hours Monday - Non working day, Tuesday 08:00 - 18:00, Wednesday08:00 - 18:00, Thursday08:00 - 18:00, Friday08:00 - 18:00
Mannamead 28.5 hours Monday08:00 - 18:00, Wednesday08:00 - 18:00, Thursday08:00 - 18:00
Job description
Job responsibilities
Patient Interaction and Support:

• Front Desk Management, Greet patients upon arrival, verify their information, and direct them to appropriate departments. Ensure a welcoming and respectful environment for all visitors.
• Appointment booking: Efficiently manage appointment scheduling using the practices systems; adjust schedules as needed to accommodate patient needs and maximise resource utilisation.
• Telephone Enquiries: Handle incoming calls, provide information to callers, take messages, or redirect calls to appropriate staff members.
• Administrative Responsibilities: eConsultations: Process eConsultations received. Patient Records Management: Maintain and update patient records with accuracy. Ensure all patient interactions and transactions are logged promptly and comply with legal and privacy requirements.
• Communication and Coordination: Healthcare Provider Liaison: Act as a liaison between patients and healthcare providers. Ensure that communication is clear and that patients understand their schedules, treatment plans, and any preparatory steps for appointments.
• Resource Navigation: Guide patients to access various healthcare resources available to them, including special clinics, educational sessions, and community services.
• Resource Management: Manage front-office supplies and ensure that patient areas are stocked with necessary items like forms, brochures, and informational materials.
• Safety Protocols: Maintain cleanliness and safety of the reception area, complying with health and safety guidelines to ensure a safe environment for patients and staff.
• Quality Improvement: Feedback Collection: Collect and compile patient feedback to identify areas for improvement in front desk operations and patient care coordination.
• Service Enhancement Initiatives: Participate in initiatives aimed at enhancing patient satisfaction and improving service delivery effectiveness.
• Training Participation: Engage in ongoing training to enhance skills related to patient care, technology use, communication, and administrative management.
• Knowledge Upgrading: Stay updated on new healthcare regulations, insurance policies, and patient care technologies to continually improve service quality.

Current vacancies:
Stirling Road 37.5 hours Monday - Non working day, Tuesday 08:00 - 18:00, Wednesday08:00 - 18:00, Thursday08:00 - 18:00, Friday08:00 - 18:00
Mannamead 28.5 hours Monday08:00 - 18:00, Wednesday08:00 - 18:00, Thursday08:00 - 18:00
Person Specification
Experience
Essential

• Communication Skills:
• Clear and compassionate communication is essential, as Care Navigators must explain complex healthcare options to patients, often with differing levels of understanding.
• Telephone skills are important for communicating with patients over the phone and scheduling appointments.
• Confidentiality and Professionalism:
• Understanding of patient confidentiality, data protection laws (such as GDPR), and maintaining professional boundaries while handling sensitive patient information.

Desirable

• Ability to work independently and as part of a team.
• Patience and the ability to manage difficult or emotional conversations.
• Adaptability to meet the diverse needs of patients from different backgrounds.
• Ability to quickly learn about new services and keep up-to-date with changes in healthcare provision.
• In summary, experience as a Care Navigator in a GP surgery would involve supporting patients through the maze of healthcare services, offering guidance, managing appointments, and advocating for patients needs, all while ensuring high levels of confidentiality, empathy, and efficiency.

Person Specification
Experience
Essential

• Communication Skills:
• Clear and compassionate communication is essential, as Care Navigators must explain complex healthcare options to patients, often with differing levels of understanding.
• Telephone skills are important for communicating with patients over the phone and scheduling appointments.
• Confidentiality and Professionalism:
• Understanding of patient confidentiality, data protection laws (such as GDPR), and maintaining professional boundaries while handling sensitive patient information.

Desirable

• Ability to work independently and as part of a team.
• Patience and the ability to manage difficult or emotional conversations.
• Adaptability to meet the diverse needs of patients from different backgrounds.
• Ability to quickly learn about new services and keep up-to-date with changes in healthcare provision.
• In summary, experience as a Care Navigator in a GP surgery would involve supporting patients through the maze of healthcare services, offering guidance, managing appointments, and advocating for patients needs, all while ensuring high levels of confidentiality, empathy, and efficiency.

Skills Required