Care Navigator

Job summary

At Lees Medical Practice and the Jalal Practice, the Care Navigator is a vital member of the practice team and serves as the first point of contact for patients. They efficiently guide patients to the right healthcare professional or service, helping to reduce unnecessary GP appointments while ensuring timely, safe access to care. Using structured protocols, Care Navigators assess patient needs via phone, online platforms, or in-person interactions, directing them to GPs, nurses, pharmacists, social prescribers, or self-care resources. Beyond clinical signposting, they manage appointments, process referrals, handle correspondence, and support administrative tasks such as patient registration, record updating, and document scanning. The role requires empathy, excellent communication, IT proficiency, confidentiality, and the ability to work under pressure, contributing to a smooth, patient-centred experience and improving access, satisfaction, and overall practice efficiency.

Main duties of the job

Care Navigators support patients in accessing the right care efficiently, handling enquiries via phone, online platforms, or in person, and directing them to GPs, nurses, pharmacists, social prescribers, or external services according to clinical protocols. They manage appointments, monitor online consultations, maintain accurate patient records, process registrations, referrals, and administrative requests such as insurance or DVLA forms. They ensure reception areas are organized, assist in audits, flu clinics, and practice initiatives, and provide cover during staff absences. Strong communication, empathy, discretion, and teamwork are essential, ensuring a smooth, responsive patient journey while upholding confidentiality and practice standards

About us

Discover the exceptional care offered by Lees Medical Practice and The Jalal Practice, two thriving medicalpracticesin Oldham dedicated to holistic, patient-centered healthcare. The practices offerchronic disease management, and preventative screeningdelivered by a team of compassionate, skilled clinicians in a well-led and welcoming environment.The practice blendmedical expertise with a strong emphasis on inclusivity, communication, and continuous improvement. Both practices emphasise community engagement, patient safety, and innovative approaches, making them pillars of trust and excellence in local healthcare.

Details

• Date posted: 03 September 2026
• Pay scheme: Other
• Salary: Depending on experience
• Contract: Permanent
• Working pattern: Part-time
• Reference number: A2733-26-0005
• Job locations: Lees Medical Practice, Athens Way, Lees, Oldham, OL4 3BP, United Kingdom, Integrated Care Centre, New Radcliffe Street, OLDHAM, OL1 1NL, United Kingdom

Job responsibilities

Job Title: Care NavigatorLocation: Lees Medical Practice and The Jalal PracticeReports To: Practice ManagerAccountable To: GP Partners and Practice Management TeamHours: As per contractSalary: Dependent upon experience and qualifications

The Care Navigator is a key member of the practice team and serves as the first point of contact for patients accessing services at Lees Medical Practice and The Jalal Practice. The post holder will provide a professional, efficient, and patient-centred service, ensuring patients receive the right care, from the right person, at the right time.

The Care Navigator will use care navigation principles to assess patient requests, signpost appropriately, facilitate access to healthcare services, and support the effective delivery of primary care services. The role requires excellent communication skills, empathy, professionalism, discretion, and the ability to manage a busy and demanding workload.

The post holder will work collaboratively with clinicians, administrative staff, external healthcare providers, community organisations, and other stakeholders to support positive patient outcomes and ensure an excellent patient experience.

• Act as the first point of contact for patients attending the practice, contacting the surgery by telephone, online consultation systems, email, or other communication methods.
• Support patients in accessing the most appropriate healthcare professional or service based on their needs.
• Apply approved care navigation protocols and pathways safely and consistently.
• Book, amend, reschedule, and cancel appointments using the clinical system.
• Signpost patients to alternative services where appropriate, including:Community PharmacyNHS 111Urgent Treatment CentresCommunity ServicesMental Health ServicesSocial Prescribing ServicesVoluntary and Third Sector Organisations
• Recognise situations requiring urgent clinical attention and escalate immediately in accordance with practice procedures.
• Ensure patients are treated with dignity, respect, compassion, and professionalism at all times.
• Welcome patients and visitors in a professional and friendly manner.
• Manage patient arrivals and departures efficiently.
• Assist patients with registration processes and registration documentation.
• Verify and update patient demographic information.
• Support the effective operation of front-of-house services.
• Maintain a professional reception environment and ensure confidentiality is protected.
• Process incoming and outgoing correspondence accurately and efficiently.
• Scan, code, and attach relevant patient documents to electronic health records.
• Process requests and documentation in accordance with practice procedures.
• Support referrals, recalls, invitations, and other routine administrative functions.
• Maintain accurate records and databases.
• Assist in clinical and administrative audits as required.
• Support data quality improvement initiatives.
• Answer telephone calls promptly and professionally.
• Manage a high volume of patient contacts whilst maintaining excellent customer service standards.
• Respond to patient enquiries appropriately and efficiently.
• Support patients in using online services, including NHS App functionality and online consultation systems.
• Escalate concerns, complaints, and safeguarding issues to the appropriate member of staff.
• Assist vulnerable patients in accessing healthcare services.
• Provide information regarding practice services and NHS pathways.
• Identify barriers to healthcare access and seek solutions where appropriate.
• Support carers and family members where necessary while maintaining confidentiality requirements.
• Promote patient self-care and independence where appropriate.
• Maintain awareness of safeguarding responsibilities for children and vulnerable adults.
• Recognise potential safeguarding concerns and report them in accordance with practice policies.
• Participate in safeguarding training and updates.
• Follow all safeguarding procedures and escalation pathways.
• Maintain strict confidentiality at all times.
• Comply with GDPR, Data Protection legislation, and Caldicott Principles.
• Ensure patient records are maintained accurately and securely.
• Report any information governance breaches immediately.
• Work collaboratively with GPs, Nurses, Healthcare Assistants, Pharmacists, Care Coordinators, Social Prescribers, and administrative staff.
• Participate in team meetings and service improvement activities.
• Support colleagues during periods of increased workload.
• Contribute positively to a culture of teamwork, respect, and continuous improvement.
• Participate in practice development projects and improvement programmes.
• Support initiatives to improve patient access and experience.
• Assist in achieving practice targets and contractual requirements.
• Promote patient engagement and feedback initiatives.
• Contribute ideas to improve efficiency and service delivery.
• Good standard of education including GCSE English and Mathematics (Grade C/4 or above) or equivalent.
• Competent IT skills including Microsoft Office applications.
• Experience of working in a customer service, reception, administration, or healthcare environment.
• Experience dealing with the public in a professional setting.
• Experience handling confidential information.
• Excellent verbal and written communication skills.
• Outstanding customer service skills.
• Ability to remain calm under pressure.
• Strong organisational and prioritisation skills.
• Ability to multitask within a busy environment.
• Attention to detail and accuracy.
• Ability to work independently and as part of a team.
• Professional and empathetic approach to patient interactions.
• Previous experience within General Practice or the NHS.
• Experience using EMIS Web clinical system.
• Care Navigation training.
• Knowledge of NHS services and primary care pathways.
• Understanding of the NHS Long Term Plan and integrated care services.

The post holder will demonstrate the values of Lees Medical Practice and The Jalal Practice by:

• Putting patients at the heart of everything we do.
• Treating all individuals fairly, respectfully, and with dignity.
• Working collaboratively to deliver outstanding patient care.
• Maintaining honesty, integrity, and professionalism.
• Embracing continuous learning and improvement.
• Supporting an inclusive, safe, and positive working environment.

This job description is intended as a guide to the main responsibilities of the role and may be reviewed and amended to reflect the changing needs of Lees Medical Practice and The Jalal Practice.