Job summary
We are looking for an organised, confident and proactive Digital Navigator to join our busy and friendly team at Lea Wharf Medical.

The Digital Navigator plays an important role in managing the increasing number of patient requests received through our digital services, including eConsult. You will help ensure requests are reviewed promptly, directed to the most appropriate member of the practice team and progressed efficiently.

This is an ideal role for someone who enjoys working in a fast-paced environment, has excellent attention to detail and is confident using digital systems. You will need to communicate effectively with patients, clinicians and colleagues and be comfortable prioritising a varied workload.

Experience within primary care or the NHS would be advantageous, although training will be provided for the selected candidate.

Main duties of the job
The Digital Navigator will be responsible for reviewing and managing incoming eConsults and other digital patient requests, ensuring they are processed efficiently and directed to the appropriate service or member of the practice team.

The role includes assessing incoming administrative and clinical requests within agreed processes, identifying the appropriate pathway, booking appointments where appropriate, communicating with patients and allocating work to clinicians and other members of the multidisciplinary team.

You will also support the management of digital workflows, monitor outstanding requests and help ensure patients receive timely updates and appropriate onward navigation.

The role requires excellent organisation, communication and IT skills, together with the ability to prioritise workload and recognise when a request needs to be escalated to a clinician or senior member of the team.

About us
Lea Wharf Medical is a large, forward-thinking GP practice based in Hertford, providing primary care services to approximately 18,000 patients.

Our team includes GP Partners, salaried GPs, nurses, healthcare assistants, pharmacists, paramedics and a wide range of administrative and patient services colleagues. We work collaboratively to provide high-quality, accessible care while continually developing the way our services are delivered.

Our Digital Team plays an important part in helping patients access the right care and supporting the practice to respond effectively to growing demand through online and digital services.

We offer a supportive working environment where teamwork, learning and development are encouraged. The successful candidate will receive a structured induction and training to help them develop their knowledge of general practice, our systems and local processes.

Job responsibilities
Working hours
38 hours per week with a 1-hour unpaid lunch break each day

• Monday -07:00am - 15:30pm
• Tuesday -07:00am - 15:30pm
• Wedenesday -07:00am - 15:30pm
• Thursday -07:00am - 15:30pm
• Friday -07:00am - 16:00pm

The Digital Navigator is responsible for managing patient requests received through the practices digital services, particularly eConsult.

The post holder will review incoming requests, identify the appropriate pathway and ensure they are directed promptly to the correct clinician, team or service.

The role requires excellent communication, organisation and IT skills, with the ability to work accurately in a busy environment. Requests requiring clinical assessment or urgent attention must be escalated appropriately.

Main Duties and Responsibilities
Digital Requests and eConsults

• Monitor and process incoming eConsults and other digital requests.
• Direct requests to the appropriate clinician, team or service.
• Process administrative requests and book appointments where appropriate.
• Identify and escalate urgent or clinical requests in line with practice procedures.
• Monitor outstanding requests and ensure appropriate follow-up.
• Maintain accurate patient records.

Patient Communication

• Contact patients by telephone, text or other approved methods when required.
• Provide clear information about appointments, services and next steps.
• Support patients to access the most appropriate service.
• Deal with patient queries professionally and sensitively.

Teamwork and Administration

• Work closely with clinical and administrative colleagues.
• Support the management of digital and administrative workflows.
• Prioritise workload effectively and raise concerns where necessary.
• Provide wider administrative support to the practice when required.

General Responsibilities
The post holder will maintain patient confidentiality, comply with information governance requirements and follow all relevant practice policies and procedures.

They will complete required training, participate in team meetings and development activities, and contribute to the effective and safe running of the practice.

Person Specification
Knowledge and Skills
Essential

• Excellent written and verbal communication skills
• Ability to assess and prioritise a busy workload
• Ability to follow agreed protocols and pathways
• Ability to recognise when a request requires clinical input or escalation
• Ability to work independently while knowing when to seek advice or support.
• Understanding of confidentiality, information governance and the importance of accurate handling of patient information.
• Good judgement and decision-making skills

Desirable

• Previous experience of working in General Practice, primary care or another NHS healthcare setting.
• Experience of care navigation or signposting patients to appropriate services.
• Experience of working in a busy, high-volume administrative environment.
• Confidence in learning and adapting to new digital systems, processes and pathways.
• Experience of working alongside GPs or other clinicians within a triage/navigation process.

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.

Lea Wharf Medical's privacy notice (opens in a new tab)