Vacancy - Care Navigator

Job Description

1. Job Role/Purpose:

Be the “Front- line” first point of contact with the public
Ensure patients have a positive experience
Work as part of a reception team
Interact with patients to provide and process information in response to enquiries, concerns and requests about NHS/practice services.
To work as part of the reception team in a professional manner to provide high quality reception, administration and support services to all clients, visitors, GPs and Allied Health Professionals.
To follow all relevant standard operating procedures, policies and charters to ensure working in an efficient and courteous manner at all times.
To provide a professional call handling service and associated administration duties.
To embed and sustain an ethos of care navigation throughout the team; providing advice and guidance and signposting patients to the most appropriate clinician/service.
To record all essential information accurately

2. Key Duties & Responsibilities:

To receive and greet patients, i.e. clients and visitors to the Practice, in a welcoming and professional manner and to act as a point of contact between patients, clients, healthcare professionals, visitors, the GPs, Partners and Practice Staff
To engage with patients/clients; provide advice and proactively signpost patients and clients to the most appropriate clinician/service (care navigation).
To deal with any verbal queries, concerns or complaints from patients, clients, visitors professionally and to escalate to the Senior Care Navigator/Site Manager as appropriate.
To take telephone calls and online requests from patients and accurately record all essential information on the clinical system.
To provide accurate and up to date information to answer the enquiries of patients, clients and visitors where necessary seeking the advice of others, responding to and/or redirect all patient and visitor requests accordingly.
Identify callers or patients who may present face to face requiring an immediate emergency response and refer to appropriate clinician, emergency ambulance service or A&E department.
To accurately maintain and update appointment systems, booking in patients and visitors in line with practice appointments and visitors procedures.
To answer/make telephone calls in a professional manner ensuring important/appropriate information is documented and redirected accordingly and to accurately take messages.
To assist with the call and recall of patients
To undertake registrations/deductions of patients at the practice; receiving, checking forms and providing advice as required.
To promote the participation of the Family and Friends Test to patients, clients and visitors.
To raise any common themes raised by patients either face to face or from Friends and Family to the Site Manager.
To undertake a variety of administration duties including preparing and printing repeat prescriptions according to standard operating procedures at patient’s request, distributing prescriptions, photocopying, faxing, filing, preparation of letters for posting and clerical support to others within the Practice.
To accurately maintain and update both computerised and manual filing systems, including: setting up new patient records on the clinical system, updating of patient details, entry of identified clinical data (including read codes) to medical records, electronic scanning of correspondence and allocation to patient records.
To ensure reception, waiting areas and clinical rooms are maintained in a clean and tidy state, preparing and tidying rest and meeting areas when requested, and ensuring noticeboards are updated regularly.
To maintain stationery in all medical and treatment rooms including the re-ordering of such items.
To open and lock up the Reception area at the beginning and end of the day and to ensure the building is secure each evening before leaving and ensuring the premises are adequately alarmed (site specific re security services provided).
To act as a chaperone for doctors as requested.
Arrange for an ambulance for patients as and when requested by the clinician.
Notify the Site Manager of any equipment or IT failures or faulty equipment.
To receive and receipt cash and cheques from patients and clients for non-NHS services in line with Pine Medical Centre procedures
To attend meetings as required, e.g. business meetings, reception meetings
Provide guidance and training to new members of staff to help them achieve their objectives.
Ensure all individually attended training sessions are cascaded to all members of the reception team.
To maintain patient and staff confidentiality at all times including outside of the work environment working within reference to the Data Protection Act.
To provide holiday and sickness cover for reception and other administration duties as required.
To receive paperwork associated with requests from outside agencies (e.g. Insurance/ travel cancellation forms) informing patients of cost incurred and direct to appropriate department.
Receive and distribute external and internal post and redirect mail/emails as appropriate.
Advise the Senior Care Navigator/Site Manager of any problems and take appropriate action as directed
To undertake any other duties commensurate with the scope of the role and within your skill set as requested.

NB: This job description outlines the key duties that are expected of you within the role of Care

Navigator acting in the capacity of front of house face to face or back of house access although is not an exhaustive list. It may be amended in line with experience, business requirements and as a result of any future organisational change.

3. Other Responsibilities

Health and Safety

To comply with the Health and Safety at Work etc. Act 1974.
To take responsibility for his/her own health and safety and that of other persons who may be affected by his/her own acts or omissions.

Equality and Diversity

To carry out at all times his/her responsibilities in line with the Pine Medical Centre Opportunities Policy and Procedure.
At all times the post holder will be required to show respect for and maintain the dignity of patients, the public and work colleagues.
Pine Medical Centre will not tolerate any form of bullying or harassment, violence or aggression against its employees.

Risk Management and Clinical Governance

To work within the Clinical Governance Framework of the organisation, incorporating Risk Management and all other quality initiatives.
Report risks to the Site Manager

Confidentiality

To maintain confidentiality of information relating to patients, clients, staff and other users of the services in accordance with the Caldicott Guidelines and the Data Protection Act 1998 including outside of the practice environment. Any breach of confidentiality may render an individual liable for dismissal and/or prosecution.

General

To undertake any other duties commensurate with the role, within the bounds of his/her own competence.
On occasion may be required to work overtime to meet the needs of the organisation.
To participate in disaster planning and response.
In light of national policy and due the needs of the business it may be necessary to alter the opening hours of practices. This could incorporate different opening hours and weekend working which may effect, when you are required to work.

The post holder is expected to be flexible and accommodating, following consultation, in terms of any changes to operating times in the future.

Information Governance

Information is vitally important for the safe clinical management of patient care and the efficient administration of services and resources, including our workforce

Information Governance is a framework to enable Pine Medical Centre to handle personal and corporate information appropriately.

It is the responsibility of our entire workforce, regardless of employment status, to ensure they abide by the requirements of Information Governance as set out in the Information Governance Policy.

4. Knowledge, skills and abilities

Knowledge of

The NHS
NHS GP Practices
Customer service principles and practices

Basic medical terminology

Pine Medical Centre policies, procedures and protocols
Reception protocols

Telephone systems

Relevant computer applications, Microsoft Word and Emis
The NHS or GP Practices desirable
Previous call handling experience desirable

Skills

Customer service orientation
Good listening skills
Good administrative skills
Excellent communication skills
Interpersonal skills
Stress tolerance
Problem analysis and problem-solving
Ability to handle patients (both on the telephone and in person) who may be angry or distressed
Be computer literate and adaptable in using different software

Personal qualities

Confident and welcoming demeanour
Good telephone manner
Strong team player
Smart appearance
Exercise tact and discretion at all times
Demonstrate initiative to handle any unforeseen events during a shift
Demonstrate flexibility towards new working practices and towards working hours

To Apply

Please submit your CV and cover letter via this form.

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