Business Administrator (Level 3) Apprenticeship Care Navigator

We envisage that this role will be predominantly based in our Care Navigator Team. The first 6 months will focus on learning the Care Navigator role, and once fully competent in this role, the postholder will begin learning other administrative skills.  

To provide an excellent service to patients telephoning the Care Navigator Team or face-to-face at the reception desk.

All encounters should be handled in a caring and efficient manner, ensuring customer queries are resolved and care navigation patients where possible, to appropriate services.

This position has direct contact with our clinical team with an emphasis on clear, concise, and accurate communication.

The post-holder is expected to comply with the employment policies and procedures, with due regard to clinical and information governance policies and procedures, and any other policies and procedures necessary for the safe and effective discharge of the duties contained within this document.

This job description is subject to a flexibility clause and may change according to business requirements.

Duties will include:

• Effectively handle all queries that come into the Care Navigation team by telephone or face-to-face at the front desk


• Book, cancel, or rearrange any appointments on our clinical system and on the Primary Care Network System


• Signposting to other healthcare services such as Pharmacy, A&E, Minor Injuries, sexual health clinic, and out of hours


• Ensuring information on the patient record is accurate and up to date, and reporting any inaccuracies to your line manager


• Opening and locking the practice premises alongside your colleague


• Ensuring the reception area is clean and tidy, and that leaflets and specimen pots are stocked up


• Taking payment for private documents and providing receipts


• Process task requests from clinicians on the clinical system


• Process requests from external providers and effectively relay information to patients in a timely manner


• Liaise with GPs and other practice staff via the clinical system, telephone, and face-to-face


• Inform patients of test results and follow-up appointments


•  Admin duties - scanning, recalls, tasks, online consultations, prescriptions, registrations, out of hours report processing, coding diagnosis/procedures/results on clinical system, copying medical records, processing practice emails, medical report processing, daily post, and other ad hoc admin as needed


• Attend and positively contribute to team meetings


• Fully comply with all company Health and Safety requirements


• Support a service where we want patients to feel that they are being treated fairly, with respect and compassion


• Obtain and supply documents as requested by the patient, GP, or Manager in a timely manner when required


• Must maintain high levels of confidentiality