Patient Services Navigator

The closing date is 31 October 2021

Job summary

To work in our telephone hub dealing with a high volume of incoming calls and to work on our busy reception desk.

To assist patients, carers and other organisations with making appointments, accessing care and directing them to the appropriate service or healthcare professional in a courteous efficient and effective way.

Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone. To provide efficient, helpful, informative and supportive reception and administration services to patients and members of the primary health care team.

Main duties of the job

Ensure an effective and efficient telephone answering and reception service is provided to patients and any other visitors to the Practice.

To have a thorough knowledge of practice procedures.

To work in accordance with written protocols and procedures.

Working within your team to ensure that telephone calls are answered within set targets.

Deal with all general enquiries, explain procedures and make new and follow-up appointments.

Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.

Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

Take requests for home visits and follow written protocols.

Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, in line with Practice protocol.

Take action on clinicians requests for further information/patient contact information etc. (including computerised practice notes), ensuring completion of all associated paperwork.

Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same.

Enter patient information on to the electronic & paper record as required.

About us

Lancaster Medical Practice is a large, at-scale, GP provider delivering General Medical Services to around 65,000 patients in Lancaster and surrounding villages.

Formed in April 2017 from our successful, legacy practices, Lancaster Medical Practice has continued to evolve to become the strong, high performing Practice it is today, receiving a rating of Outstanding by the Care Quality Commission in August 2018.

We deliver our services from eight locations throughout the city of Lancaster and its surrounding area and are continuing to develop ourselves to improve what we do for our patients, staff and the local community.

We are a progressive, modern organisation with patient-centred General Practice at our core.

Job description

Job responsibilities

Please see the attached job description and personal specification for further information on our vacancy.

Person Specification



  • Possess a professional appearance and manner.
  • To have drive, enthusiasm and initiative.
  • Self-motivated.
  • Ability to work to targets and deadlines.
  • Flexible approach.
  • Positive thinker.
  • Able to work under pressure.


  • Car driver / owner.

Skills / Abilities


  • Good numeracy skills.
  • Good keyboard and computer skills.
  • Excellent communication skills.



  • Experience of dealing with public/patients.


  • Experience of in a healthcare call answering.
  • Experience of EMIS Web clinical system.
  • Experience of working in a busy office environment.
  • Experience of Microsoft Office Software.



  • English GCSE (or equivalent) Level C or equivalent.

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.