Overview
The Care Navigator acts as a first point of contact within the practice, supporting patients to access the most appropriate service for their need and helping ensure the practice operates efficiently. Their role helps to ensure that patients receive the right care, at the right time, in the right place.
In doing so, the role contributes to improved patient flow, reduced pressure on GPs and better patient experience of care.
Scope of Practice
Roles Responsibilities
- Being the first point of contact for patients contacting the practice (by phone, in person, or electronically).
- Undertaking an initial assessment of the patient’s reason for contact (not clinical diagnosis but understanding need) to identify the most suitable care pathway or service.
- Sign-posting and navigation, directing patients to the most appropriate professional or service (for example: GP, nurse, pharmacist, social prescriber, voluntary/community sector) according to their need.
- Supporting self-care and providing patients with information and resources about health, wellbeing and available services.
- Administrative and reception duties: booking, cancelling or amending appointments, managing patient enquiries, maintaining accurate records, using clinical/practice systems.
- Collaboration and coordination, communicating with clinicians, other staff, community services and ensuring information flows appropriately to support seamless care.
- Ensuring efficient use of practice resources (e.g., freeing up GP appointments by steering patients to alternative services where appropriate) and helping deliver a good patient experience.
Core Competencies
Effective Communication & Relationship-Building
- Ability to listen actively, ask appropriate questions (non-clinical), build rapport and trust.
- Clear, empathetic verbal and written communication with patients, carers, colleagues and external services.
Enabling Access to Services / Sign-posting & Navigation
- Good knowledge of the local health, social care and voluntary sector services.
- Ability to match patient needs to appropriate services and pathways rather than default to GP.
- Confidence in guiding and supporting patients through choices, including self-care options.
Personalisation & Patient-Centred Approach
- Focus on what matters to the patient, their goals, preferences, circumstances.
- Recognising diversity, equality and social determinants of health.
Coordination & Integration
- Working across the practice team and with external services, to support joined-up care.
- Ensuring that documentation, referrals and follow-up processes are appropriately managed.
Use of Systems & Data
- Competence in using the practice’s clinical and administrative systems
- Accurate data input, record-keeping and awareness of confidentiality, GDPR and information governance.
Entry Requirements
There are no set entry requirements to become a receptionist. Employers usually expect good literacy, numeracy and IT skills. They may ask for GCSEs or equivalent qualifications. Employers often ask for relevant work experience. Even where this is not specified, it would be an advantage if you have worked in an admin or customer service role.
Training and Development
Primary Care Induction Resource
New Care Navigator should receive an induction on the role, the surgery’s systems, local services, safeguarding, data protection and confidentiality.
Primary Care Induction Resources | Suffolk & North East Essex Training Hub
Apprenticeship Routes for Care Navigators
Care Navigators Routes:
- Customer Service L2 and L3
- Business Administration L3 Apprenticeship
- Team Leading L3 Apprenticeship
Competency Framework
Accredited training aligned to the Competency Framework is recommended.
Supervision Requirements
Ongoing professional development, supervision and reflective practice are essential to develop proficiency and embed the role effectively.
Funding
Recruitment Information
The Care Navigator is the first point of contact in our practice, welcoming patients and supporting them to access the services that best meet their individual needs.
The role involves assessing patients’ reason for contact (without clinical diagnosis), sign-posting and referring to the appropriate clinician or service, promoting self-care and community resources, managing appointment bookings and records and collaborating with the practice team to support efficient and patient-centred care.
The role requires excellent communication and interpersonal skills, good IT literacy, knowledge of local health and care services and a commitment to continuous improvement and professional development.
Example Job Description: Job Advert
Extra resources/videos/links
‘How to’ Guides to Support Modern General Practice | Suffolk & North East Essex Training Hub
Care Navigation: Digital e-Learning | Suffolk & North East Essex Training Hub