Care Navigator (Medical Receptionist) inKendal inKendal PUBLISHED 18 DEC 2023

Role Details

Job Title:

Care Navigator

Hours of work:

37 WTE hours per week

Primary Location:

The James Cochrane Practice, Helme Chase Surgery, Kendal, LA9 7HR

and Maude Street Surgery, Kendal, LA9 4QE

Line Manager:

Office Manager

Salary:

£12.00 per hour

Accountable to:

Practice Operations Manager

Responsible for:

Enabling access to efficient and appropriate medical care

Commencement date:

2024

Job Summary

Main job functions (Note: In addition to these functions employees are required to carry out such other duties as may reasonably be required.)

1. Provide a professional first line response to all callers, whether in person, by telephone, or electronically

1. Ensuring all medical administration duties are performed effectively and to the required standard, meeting the objectives of the practice.

Primary Responsibilities

The following are the core responsibilities of the Care Navigator There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

Care Navigation

• Provide a professional first line response to all callers, whether in person, by telephone, or electronically

• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover ensuring procedures are completed correctly

• Receiving telephone and personal requests and enquiries from patients and ensuring sufficient information collected for triage purposes, making appointments/dealing with request as required

• Keeping up to date with changes in procedures and information affecting the post

• Ensuring that mail and specimens are ready for collection by the courier.

• Attend to any ad hoc IT issues, for example replacement of toners, printer issues etc Ensure public areas are kept clean and tidy

• Attending team meetings and practice learning sessions

• Open and close of premises procedures

Core administration responsibilities

• Signpost patients to the correct service

• Process personal, telephone and e-requests for appointments

• Answer incoming phone calls, transferring calls or dealing with the callers request appropriately

• Initiating contact with and responding to, requests from patients, team members and external agencies

• Photocopy documentation as required

• Data entry of new and temporary registrations and relevant patient information as required

• Input data into the patients healthcare records as necessary

• Manage all queries as necessary in an efficient manner

• Maintain a clean, tidy, effective working area always

• Monitor and maintain the reception area and notice boards

• Ensuring general office areas are kept tidy and safe in accordance with the Health and Safety and Fire policies. Reporting any defects or unsafe practices to the Practice Manager.

• Support all clinical staff with general tasks as request

• Completing opening and closing procedures in accordance practice policy

• Partake in audit as directed by the audit lead

• Answering general enquiries explaining surgery procedures, giving results to patients after the doctor has made the necessary comments, making new and follow-up appointments

• Receiving and recording requests for home visits.

• On a PLT day to ensure that telephone message is telling patients that we are closed for staff training. Also restoring telephone services in the morning after the PLT

• Ensuring that Practice Notes, Docman and AccuRx messages and e-mails are dealt in a timely manner and efficiently.

• Communicating information about any unresolved or urgent matter.

• Maintaining confidentiality regarding patient issues and the affairs of the practice

• Other specific duties which may be allocated to individual team members

To help achieve this you must ensure that: -

i)All enquiries, whether from patients or others, are handled in a timely, efficient, and courteous manner

ii)Scanning of documents, record keeping, and distribution of documents is undertaken efficiently, accurately, and promptly

iii)You are familiar with use of the computer and that entries on the computer are made accurately and promptly

iv)Doctors letters are typed accurately and promptly, where required

v)You know the written instructions regarding:

• doctors surgery times and their booking arrangements

• Practice Standing Orders for Staff

• how to identify a patient who will need a doctors immediate attention whether at home or in the surgery

• the various individual duties allocated to office staff

Secondary Responsibilities

• Participate in training and service redesign activities

• Deliver training, mentoring and guidance to other staff

• To perform computer searches as required with the clinical computer system

• Contribute to the achievement and maintenance of good to outstanding CQC registration status.

Person Specification Care Navigator

Qualifications

Essential

Desirable

Educated to GCSE grade A-C equivalent in Maths and English

ü

Desire to learn and develop skills within the role

ü

Evidence of continuing education / professional development

ü

IT literacy to European Computer Driving License Equivalent

ü

Experience of working in a primary care or health care setting

ü

Awareness Quality and Outcomes Framework and Quality Improvement Scheme Frameworks, indicators

ü

Aptitudes and skills

Essential

Desirable

Desire to learn and develop skills within the role

ü

Emis user skills

ü

Effective keyboard skills and good spelling

ü

Work ethic, self-starter, able to work autonomously

ü

Self-motivated, articulate, and diplomatic

ü

Effective time management (Planning & Organising)

ü

Ability to work as a part of a team and autonomously

ü

Ability to deal with members of the public in a courteous and understanding manner

Excellent interpersonal skills, able to communicate with and understand a range of stakeholders

ü

Excellent written and oral communication skills

ü

Ability to plan, manage, monitor, and deliver activities to time and agreed specification

ü

Ability to follow policy and procedure

ü

Personal Qualities

Essential

Desirable

Professional demeanour and conduct

ü

Customer service focus

ü

Promotes organisational values

ü

Polite and confident

ü

Flexible and cooperative.

• Flexibility regarding rotas and working patterns

• Flexibility in an environment where the workload is constantly changing and varied

ü

Ability to use own judgement, resourcefulness, and common sense in response to patients enquiries and requests

ü

Ability to work under time pressure

ü

Commitment to ongoing professional development

ü

Punctual and committed to supporting the team effort

ü

Sensitive and empathetic in distressing situations

ü

Initiative and Judgement (knowing when to ask for help)

ü

Other requirements

Essential

Desirable

Flexibility to work outside of core office hours on occasion

ü

Disclosure Barring Service (DBS) check

ü

Pre-Employment Check Clearance

ü

Ability to travel between GP practice sites

ü

Good attendance record

ü

Would you like to work in a forward thinking, happy and well organised GP Practice where you will feel part of the team, well supported, and enjoy genuine work-life balance? Due to internal promotion, we are looking for a new member for our team.

Your core responsibilities will be working front of house in the reception desk, answering our telephones dealing with appointments and queries from our patients and working through administrative tasks.

You will be required to maintain a professional and friendly manner and work well within a large team. We are looking for someone with natural customer service skills and the ability to understand and respond to individual patient needs, ensuring that our patients are always looked after. Experience within a similar role is desirable however full training will be given.

Essential Skills

Desirable Skills

Main Duties/Tasks

• Excellent customer service skills

• Friendly and outgoing personality

• Computer literate

• Empathetic and responsive to patient needs

• Ability to use own initiative

• Ability to think on your feet and under pressure

• Discretion & Confidentiality

• Previous experience in a similar role

• Competent user of Microsoft Office programmes

• Knowledge of/experience in a healthcare setting

• Previous experience or training in Customer Service

• Greeting patients and other Healthcare Professionals

• Booking appointments

• Giving out test results

• Answering queries

• Supporting the clinical team with a range of administrative tasks

• Checking patients in on the clinical system