Apprentice Care Navigator

About the Role

In this varied and rewarding role, you will support the smooth running of the practice while providing a welcoming, professional service to patients, visitors, and healthcare colleagues.

Key Responsibilities

• Working as part of the Care Navigation and Patient Services Team to deliver high-quality administrative and reception support to patients, visitors, GPs, and allied health professionals.
• Providing a professional call-handling service, taking accurate messages, recording important information, and directing enquiries to the most appropriate person or service.
• Welcoming patients, clients, and visitors to the practice in a friendly and professional manner and acting as a key point of contact between patients and the wider practice team.
• Responding to patient queries, concerns, or complaints calmly and professionally, escalating matters to the Patient Services Manager where appropriate.
• Helping to maintain clean, tidy, and welcoming reception, waiting, clinical, rest, and meeting areas, including preparing rooms and refreshments when required.
• Recognising patients or callers who may need an urgent response and referring them promptly to the appropriate clinician, emergency ambulance service, or A&E department.
• Providing accurate, up-to-date information to patients, clients, and visitors, seeking advice from colleagues where needed, and redirecting requests appropriately.
• Maintaining and updating appointment systems accurately, including booking patients and visitors in line with practice procedures.
• Supporting patient registrations and deductions by receiving and checking forms, following practice procedures, and providing guidance where required.
• Carrying out a range of administrative tasks, including preparing repeat prescriptions in line with procedures, distributing prescriptions, photocopying, emailing, sending text messages, filing, preparing letters for post, and providing clerical support to the wider team.
• Setting up and updating patient records on the clinical system, including entering patient details and identified clinical data accurately.
• Helping to keep medical and treatment rooms stocked with stationery and supplies, including re-ordering items when needed.