Job Introduction
Be the First Point of Support That Makes a Difference
As a Community Health Navigator, you’ll play a key role in connecting people to the right community health services at the right time. Based at The Orbital Shopping Park, Swindon, you’ll work within the BSW (B&NES, Swindon and Wiltshire) Community Health Services Single Point of Access (SPA), acting as the first point of contact for patients, the public, healthcare professionals and colleagues.
You’ll deliver a professional, efficient and compassionate service via telephone, email and post, guiding callers through available services and providing clear signposting, advice and reassurance. The role also involves accurately recording all contacts and follow‑up actions in patient clinical records, managing paper and electronic referrals, and ensuring patients are triaged and directed to the most appropriate service in line with agreed pathways and protocols.
This is a fast‑paced, frontline role requiring strong administrative skills, excellent communication, attention to detail and the ability to manage sensitive and confidential information with empathy, professionalism and confidence.
Remote working is available following the successful completion of the probationary period.
About the Location
The Orbital Shopping Park is a convenient and well‑connected site on the outskirts of Swindon, with easy access from the A419 and surrounding areas. The location offers a range of nearby amenities, including shops and food outlets, and benefits from free on‑site parking, making it a practical and accessible base for staff.
What You’ll Be Doing
- Act as the first point of contact for service users accessing the BSW Community Health Services Single Point of Access (SPA).
- Handle incoming calls with empathy and professionalism, assessing information, determining urgency and directing enquiries appropriately.
- Manage sensitive and complex information confidentially, working closely with clinical colleagues when required.
- Accurately update patient records and key IT systems, including processing referrals and correspondence.
- Book, cancel and reschedule clinical appointments, ensuring waiting‑time targets are met.
- Identify and escalate urgent or incomplete referrals to the appropriate healthcare professionals.
- Provide administrative support to clinicians and managers, helping services run smoothly.
- Work flexibly as part of a supportive team, contributing to service priorities as needed.
Please see attached the job description for a full list of job responsibilities.
Package Description
As a Community Health Navigator, you’ll be part of our valued team based at The Orbital Shopping Park, Swindon, SN25 4AN. You will feel valued within HCRG Care Group, receiving access to exclusive rewards and benefits including:
- A salary of £25,500 - £27,098 FTE with access to our group pension
- Free tea, coffee and milk at your base location
- Membership of My Reward Hub, giving you access to discounts on every day purchases like grocery shopping as well as cashback and voucher offers for treats for you and those special to you
- Access to your wages as you earn them to help cover life’s emergencies and avoid overdraft fees or high interest rates
- Online and face to face help with your mental and physical wellbeing – from healthy recipes and activity challenges through to post trauma support, legal, debt and life management help, as well career coaching and counselling
- Access to eLearning, bespoke career pathways and opportunities for continuing professional development through our ‘Outstanding’ learning and development team, The Learning Enterprise
- An open, just culture where you’re encouraged to have and implement ideas which can help us deliver our purpose: changing lives through transforming health and care – backed up by at least £100,000 of ringfenced innovation funding each year
Essential Criteria
- GCSEs (or equivalent) in Maths and English at Grade A–C.
- Previous administrative experience.
- Confident use of IT systems, with strong keyboard skills and attention to accuracy.
- Good working knowledge of Microsoft Office (Outlook, Word, Excel).
- Strong communication and interpersonal skills, with the ability to communicate clearly both verbally and in writing.
- Ability to work with sensitivity, discretion and confidentiality.
- Well‑organised, with the ability to prioritise tasks, meet deadlines and work effectively in a busy environment.
- Able to work well independently and as part of a team.
Desirable Criteria
- NVQ Level 2 in Administration and/or Customer Services (or equivalent).
- Previous experience within health or social care.
- Knowledge of medical terminology.
- Experience using clinical systems or databases.
About the Company
We change lives by transforming health and care.
Established in 2006, we are one of the UK's leading independent providers of community health and care services, working with health and care commissioners and communities to transform services with a focus on experience, efficiency and improved outcomes. We deliver and transform adult and children community health services, primary care services including urgent care, sexual health, dermatology and MSK services as well as adult social care and wellbeing services. Across England, we support communities of many millions and directly help more than half a million people each year - guided by our simple values: we care, we think, we do.
We're committed to equal opportunities and welcome applications from a broad, diverse range of people who want to join our team. We’re a Disability Confident Committed company, so we work to provide facilities, work environment adjustments and technical solutions to be as inclusive of everyone.
While it doesn’t happen often, sometimes a role is very popular, and we’ll need to close it earlier than the date we’ve shown here. If you’re keen to join our team, we’d love to hear from you so please apply as soon as you can.
As you’d expect, safeguarding and protecting the children, young people and vulnerable adults that we work with is of the utmost importance so we have policies and procedures in place to promote safeguarding and safer working practices and everyone who joins the team is subject to a safer recruitment process, including the disclosure of criminal records and vetting checks.
Finally, we need to let you know that the company you’ll work for is part of HCRG Care Group Holdings Limited and by applying for this job we’ll need to process and hold information about you. If you would like to know a little more about how we use your information, please see our website's privacy policy.
