About the Role

The Pall Mall Surgery has an opportunity for a care navigator lead to join our team, on a part-time basis for 20 - 25 hours per week.

This is an exciting opportunity for someone with strong leadership skills, excellent organisational abilities, and a passion for delivering high-quality patient care within a busy GP practice environment.

As care navigator lead, you will be responsible for overseeing the day-to-day operation of our reception team, ensuring exceptional patient service, supporting administrative processes, and managing the clinical appointment system to maximise patient access and service efficiency.

Key Responsibilities

Lead, supervise, and support the care navigation team.
Coordinate care navigation rotas, annual leave, and sickness cover.
Assist with the recruitment, induction, and training of care navigation staff.
Oversee and manage clinical appointment systems and templates.
Support patient access initiatives and improve appointment utilisation.
Monitor performance and contribute to continuous service improvement.
Handle patient enquiries and concerns professionally and efficiently.
Ensure compliance with confidentiality, GDPR, and NHS standards.
Work collaboratively with clinicians, management, and external stakeholders.

About the Candidate

If you are a skilled care navigator, with excellent person-centred planning experience and strong local knowledge for accessing key support, then we would love to hear from you.

The successful candidate will:

Have previous experience in a healthcare reception or administrative role.
Demonstrate excellent communication and customer service skills.
Have experience of supervising or leading a team.
Be organised, adaptable, and able to work under pressure.
Be confident using IT systems and managing competing priorities.
Be committed to providing an outstanding patient experience.

About Us

The Pall Mall Surgery is a large, modern GMS training practice operating from a contemporary health centre in Leigh On Sea which in 2022 was voted the best place to live in Essex. The town has excellent transport links, with two separate train lines into London. The practice is popular in its locality and supports 21,500 patients from birth to end-of-life care. We are proud to hold our CQC rating of ‘Good’ in all areas. We are looking for an outstanding individual to join our wonderful team, to share knowledge and experience.

The practice shares a wealth of experience from GPs, physician associates, nurse practitioners, frailty team, ECPs, nurses, associate practitioners, HCAs and our phlebotomists. We also have a large, knowledgeable administration team, who work closely with our clinical team providing excellent patient care, along with a dedicated and supportive work environment. We are inclusive of ideas, which makes working here enjoyable and fulfilling.

We operate a total triage system at the surgery, which enables us to make quick decisions about patient care and outcomes, ensuring the most appropriate appointment is given to each patient based on symptoms. We offer face-to-face (15-minute) appointments and telephone consultations (10 minutes).

Disclosure and Barring Service Check

Please note 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 to check for any previous criminal convictions.

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