Job summary
As a Care Navigator, you will play an important role in helping patients access the right care and services. You will receive, review and process patient requests, ensuring information is accurately recorded, categorised and directed to the appropriate clinical or administrative pathway.

You will help ensure patients receive an efficient, supportive and seamless experience when accessing our services.

Main duties of the job
Your day-to-day will include:

• Patient Requests: Reviewing and processing incoming patient requests received through digital and other approved channels
• Care Navigation: Reviewing, categorising and routing requests using Anima or other approved clinical and digital systems
• Patient Signposting: Helping patients access the right care by directing them to appropriate practice services, community services, external providers or approved self-referral pathways
• Clinical Escalation: Recognising potential red flags and escalating clinical concerns, uncertainty or requests requiring clinical judgement to an appropriate clinician
• Patient Records: Accurately recording and maintaining complete and up-to-date patient information within clinical systems
• Patient Support: Clearly explaining available options and access routes without providing clinical advice or making independent clinical decisions
• Collaborative Working: Working closely with clinical and administrative colleagues to effectively manage patient requests and workflows
• Service Improvement: Contributing ideas to improve patient access, signposting, administrative workflows, data quality and clinical system processes
• Confidentiality: Maintaining strict confidentiality and complying with Information Governance, data protection and organisational policies

About us
For over 20 years, OneMedical Group has been redefining how healthcare is delivered in the UK. As a leading independent, family-run healthcare organisation, we provide NHS services at scale and design, build and manage the spaces where care happens, bringing everything together under one roof.

We believe the best places to work are created by people who genuinely love what they do and celebrate each other's success. Our culture combines national ambition with genuine family heart and is rooted in trust, empowerment and open doors.

Above all, we are united by a shared purpose: creating spaces and delivering services that make a lasting, positive difference to the health and wellbeing of the communities we serve.

Job responsibilities
As a Care Navigator, you will help ensure patients receive an efficient, supportive and seamless experience when accessing our services.

You will support patients by signposting them to appropriate practice, community, external or self-referral services, while recognising when concerns need to be escalated to a clinician.

Working closely with both clinical and administrative colleagues, you will help ensure patient requests are managed safely, efficiently and within appropriate timescales.

What We're Looking For
We're looking for someone with excellent communication and organisational skills who can remain accurate and professional while working in a busy environment.

You will have:

• Strong written and verbal communication skills
• Excellent accuracy and attention to detail
• Good IT skills and a willingness to learn new clinical and digital systems
• A well-organised and methodical approach to work
• The ability to work independently and under pressure
• The ability to follow agreed processes, pathways and procedures
• The ability to recognise potential red flags and understand when escalation is required
• An understanding of the boundaries of the Care Navigator role, including when clinical input is required
• An understanding of confidentiality, Information Governance and data protection
• The ability to manage your workload effectively and meet agreed timescales.

Person Specification
Experience
Essential

• None required

Desirable

• Experience working within primary care, the NHS or another healthcare environment
• Experience of patient administration, care navigation or clinical workflow management
• Previous experience of using the NHS Directory of Services or similar service directories

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.

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.