Job Description

The Village Surgery

24-28 Laughton Road

Thurcroft

Rotherham

S66 9LP

JOB DESCRIPTION

JOB TITLE: Care Navigator

Job Summary:

It is the responsibility of each team member to assist in the smooth running of the Practice, and the reception area in particular, and to project a positive and friendly image to our patients and other professionals who may contact us either in person or via the telephone.

To facilitate patients accessing the clinical care provided by the Practice. To support the GP's and Nurses in providing that care To act as first point of contact for anyone accessing the Practice.

Accountable to:

Practice Manager

KEY RESPONSIBILITIES:

To ensure that all visitors and telephone callers to the Practice are greeted professionally. To ensure all telephone calls are managed appropriately. To manage the flow of patients arriving at the reception desk, for appointments, prescriptions, or queries.

KEY TASKS:

Reception duties:

Greeting, care navigating and booking in patients for surgeries and clinics. Dealing with patient enquiries efficiently and courteously. The receiving and recording of telephone messages, taking appropriate action. Making appointments on System One by processing appointment requests for today and future appointments from patients in person and on the telephone. Dealing with all telephone queries / requests from patients and acting as liaison with the Doctor / Nurses, as necessary. Taking home visit requests Advising patients of relevant charges for private services. Tidying waiting room after surgery, ensuring premises are kept tidy between visits from the cleaning staff, tidy and sort leaflets, discarding old and damaged items, as necessary.

Administration duties:

To have a thorough knowledge of all practice policies and procedures. To work in accordance with written protocols. Provide administrative support for clinical staff. Filing patient records and correspondence when necessary. Opening and distribution of practice post. Registering New Patients following the Registration Protocol. Scanning of documents onto the clinical system. All scanning should be cleared daily. Photocopying of notes and other information. Changing details on System One i.e. Change of address, telephone numbers etc.

Other Information:

Cover for other Reception / Admin team members will be required for sickness and annual leave. To carry out any other duties agreed between the employee and the Practice to ensure the smooth running of the practice.

Confidentiality:

While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies ad procedures relating to confidentiality and the protection of personal and sensitive data.

Health and Safety:

The post-holder will assist in promoting and maintaining their own and others' health, safety and security as defined in the practice Health & Safety Policy, the Staff Handbook, and the Practice Infection Control Policy, this will include:

Using personal security systems with the workplace according to practice guidelines. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills. Keeping own work areas and general / patient areas free from hazards. Reporting potential risks identified.

Equality and Diversity:

The post-holder will support the equality, diversity and the rights of patients, carers, and colleagues, to include:

Acting in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues. Behaving in a manner which is welcoming to and the individual and non-judgmental and respects their circumstances, feelings priorities and rights.

Personal / professional development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and / or professional development. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality:

The post-holder will strive to maintain quality with the practice, and will:

Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance. Work effectively with individuals in other agencies to meet patients' needs. Effectively manage own time, workload, and resources. Participate in audit where appropriate.

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members. Communicate effectively with patients and carers. Recognise people's needs for alternative methods of communication and respond accordingly.

NHS (National Health Service) Pension Scheme:

The post holder will automatically be enrolled in the NHS Pension Scheme (subject to eligibility checks).

Appendix 1

Working Hours:

Monday to Friday - 28 hours per week

Hours throughout the week will be variable, therefore a flexible approach to work is an essential requirement of this role. The hours will range between 7.00am-6.30pm and may not be consistent each day

Salary:

12.21 / hour

Appendix 2

Person Specification

Essential

To have a good standard of general education Smart appearance To be computer literate To have excellent customer service skills To be able to communicate efficiently and effectively. Confident in dealing with people face to face or over the telephone. Always professional Available to work flexible hours Able to work effectively as part of a team. Dependable, trustworthy, committed, reliable, punctual, and thorough. Able to adapt to change An understanding of the importance of confidentiality Ability to work under pressure Ability to deal with challenging / demanding situations and people

Desirable

Previous experience of working in a General Practice environment Previous experience of working in other NHS environments Medical Terminology Previous SystmOne experience Previous customer service experience Understanding of the NHS and Primary Care Business Administration qualification
Job Types: Part-time, Permanent

Pay: 12.21 per hour

Work Location: In person

Application deadline: 23/09/2025