Senior Care Navigator

The Office Managers at
The James Cochrane Practice
are seeking a Senior Care Navigator to join their friendly, patient focussed team. Being great with people is a must in this role, you'll also need to be highly organised and passionate about making a difference in healthcare.

Why you'll love working with us

• A friendly, collaborative team who value what you do
• Opportunities to build skills and develop within Primary Care
• Generous annual leave plus Bank Holidays

What were looking for

• Previous experience in healthcare administration or Primary Care
• IT literacy and familiarity with clinical systems (EMIS)
• Strong communication and organisational skills
• Ability to work under pressure and adapt to changing priorities
• A proactive, flexible, and team-focused approach

What youll be doing

• Supporting the Office Manager and Assistant Office Manager
• Playing a key role in ensuring the smooth day to day running of the practice
• Supporting the Care Navigators with complex administrative and appointment related queries

We are a 2-site, part-dispensing practice in Kendal with around 17,500 patients, keen to attract caring, motivated, and passionate colleagues. We are a training practice with an active frailty and care home support team. We offer a wide range of enhanced services including minor surgery, women's health and menopause, coil/implant fitting, as well as Dermatology and ENT GPwER clinics.

We strive for a good work / life balance while achieving high-quality patient care and offer a fair allocation of work across all the GP team. We have a Quality Improvement culture, and continually develop our systems to respond to the changing environment of primary care, aiming to minimise administration workload and maximise job satisfaction to the benefit of our patients and our team.

We are a GP registrar and medical student training practice, an accredited Veteran Friendly practice, and a parkrun practice.

Thepost holder will be

• Responsible for the day-to-day performance and quality standards within the Care Navigation/ administration team.
• Supporting the Office manager and Assistant Office Manager in the leadership and supervision of a team of Care Navigators and Administrators, ensuring allduties are performed effectively and to the required standard, meeting the objectives of the practice.

Supporting the Office Manager / Assistant Office Manager and covering when absent, including

• Supervision of the Care Navigation Team
• Proactively monitoring activity on the practice appointment system to maximise appointment usage each day.
• Direct requests for information
• Carryout system searches as requested
• Providing reception staff to support administrative staff during periods of staff absence
• Produce, maintain and participate in the receptionist rota
• SAR (Service Access Request),insurance / solicitors' letters and DVLA forms to the administrative team

Core administration responsibilities

• Signpost patients to the correct service
• Process personal, telephone ande-requests for appointments
• Answer incoming phone calls,transferring calls or dealing with the callers request appropriately
• Initiating contact with and responding to, requests from patients, team members and external agencies
• Photocopy documentation as required
• Data entry of new and temporary registrations and relevant patient information as required
• Input data into the patients healthcare records as necessary
• Manage all queries as necessary in an efficient manner
• Monitor and maintain the reception area and notice boards
• Ensuring general office areas arekept tidy and safe in accordance with the Health and Safety and Fire policies. Reporting any defects or unsafe practices to the Practice Manager.
• Support all clinical staff with general tasks as request
• Completing opening and closing procedures in accordance practice policy
• Partake in audit as directed by the audit lead
• Answering general enquiries explaining surgery procedures, giving results to patients after the doctor has made the necessary comments, making new and follow-up appointments
• Receiving and recording requests for home visits.
• On a PLT (Protected Learning Time) day toensure that telephone message is telling…