GP Practice Care Navigator in Penrith inPenrith PUBLISHED WED 5 NOV 2025 Jump to job information section

Job summary
We have a vacancy in our Reception team this role includes reception duties, answering the phone, making outgoing calls and administration tasks relating to patient records.Rota Pattern:Normal working hours will be Monday to Friday between 07.45 -18.30 up to maximum of 37.5hrs (to be discussed at interview). There may be some occasions where working outside these core hours are required.Post holders must be flexible to change days/hours if required.As a care navigator you are the first port of call for all incoming communication within an active and busy GP practice. You will be responsible for liaising with the practice team, patients, hospitals, care homes and third party organisations.Within this role you will need to have excellent communication skills and maintain a professional manner at all times. You will be responsible for maintaining patient bookings and amending if necessary, complying with patient confidentiality and GDPR. Be able to undertake multiple tasks while working to time constraints. There will also be a requirement to cover the reception desk on an ad hoc basis.

Main duties of the job
To answer phones to incoming calls in a timely,polite, and patient focused mannerTo take telephone calls from patients and accuratelymake/cancel appointments and record all essential information on EMIS.On receipt of patient call, search computerisedpatient records, checking patient

Details
and patient confidentiality.Identify callers requiring an immediate emergencyresponse and escalate the calls to clinical team as per protocol.To direct patients over the phone to the appropriateprofessionals or services through signposting or direct to the care navigatorDeal with patients enquiries in relation toresults, and book appointments when requiredCover the reception front desk as requiredMaintaining confidentiality at all times withparticular reference to patient confidentiality and Data Protection ActAdvise the Team Leader of any problems and takeappropriate action as directed

About us
We are a 3 partner GP practice based in Penrith, serving over 11,500 patients, rated CQC Outstanding and we are also a training practice.This role is based within our Practice Support Team (PST) consisting of: Care Navigators, Record Administrators, GP Assistant, Clinical Administration/Medical Secretary and a Meds team.

Details

Date posted
05 November 2025

Pay scheme
Other

Salary
£24,375 to £25,486 a year

Contract
Permanent

Working pattern
Full-time

Reference number
A51Job location
sThe Health CentreBridge LanePenrithCumbriaCA11 8HW

Job description

Job responsibilities

Experience
not necessary but would be advantageous, Full training will be given. An apprenticeship would be considered for this role.To answer phones to incoming calls in a timely,polite, and patient focused mannerTo take telephone calls from patients and accuratelymake/cancel appointments and record all essential information on EMIS.On receipt of patient call, search computerisedpatient records, checking patient

Details
and patient confidentiality.Identify callers requiring an immediate emergencyresponse and escalate the calls to clinical team as per protocol.To direct patients over the phone to the appropriateprofessionals or services through signposting or direct to the care navigatorDeal with patients enquiries in relation toresults, and book appointments when requiredMaintaining confidentiality at all times withparticular reference to patient confidentiality and Data Protection ActAdvise the Team Leader of any problems and takeappropriate action as directedContribute to the continuous improvement of serviceprovision communicating service user feedback to the Team Leaders whereappropriateTo ensure that at the end of shift working areas areleft clean and tidyTo perform any other relevant duties that may bedictated by the changing needs of the serviceTo provide ad hoc Receptionist coverParticipate in practice meetings, in training andother activitiesProcessing requests for appointments, visits andtelephone consultations, and ensuring patients are directed to the appropriatehealthcare professionalProcessing and distributing incoming (and outgoing)mail. Taking mail to the post office.Taking messages and passing on informationProvide and receive routine information, to informwork colleagues, patients and clientsReceive sensitive information and ensure thisinformation is relayed correctlyExchange information with patients, relatives andstaff on a variety of departmental matters and proceduresUnderstand that barriers to communication may include anxious patients, cultural differences, language or other communication difficultiesParticipate in team meetings and staff training, which may fall outside of normal working hours (Time will be paid for attendance at normal hourly rate)Work collaboratively with colleagues both internal and external to the practice.Ensure collaborative working within the practice and the locality to share good practice and make best use of skills and knowledgeHelp support locality/PCN initiatives at practicelevel

Job description

Job responsibilities

Person Specification

Experience
Essential

Experience
d and competent in the use of Microsoft Office systems.Being able to work on own initiative and individually as well as part of a team.

Experience
using computer systems and dealing with people in a customer service roleDesirable

Experience
in a GP practice or other healthcare settingPrevious reception or call handling

Experience
.

Qualifications
EssentialGrade 3/4 GCSE English or equivalentDesirableNVQ Level 2 or equivalent in customer care or administration or reliable and proven work

Experience
in a relevant role

Person Specification

Experience
Essential

Experience
.

Experience
in a relevant role

Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.Employer

Details