Care Navigator inOswestry inOswestry PUBLISHED 11 JUN 2024
Cambrian Medical Centre r1jQjLyM
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The candidate must be able to demonstrate strong customer service skills as you will be required to ensure an effective and efficient service is provided to patients by telephone; making new and follow-up appointments, care navigating to the appropriate clinician, dealing with general enquiries and prescription requests, and updating clinical systems.
Job summaryAn opportunity has arisen for a part-time Care Navigator to join Cambrian Medical Centre; working 20 hours per week within a busy but friendly admin team supporting clinicians to deliver high quality care to patients. The role will require working a combination of both morning and afternoon shifts: 8.30am to 1.30pm and 1.30pm to 6.30pm.
We are seeking a highly organised, motivated individual who is computer literate with strong customer service skills. Previous health service experience and knowledge of EMIS Web clinical system are preferred but not essential as full training will be provided.
As a Care Navigator you will be fully trained to take calls from patients and with a brief summary of presenting issues from the patient you will be able to direct the patient to the most appropriate care or clinical appointment.
Main duties of the job
The candidate must be able to demonstrate strong customer service skills as you will be required to ensure an effective and efficient service is provided to patients by telephone; making new and follow-up appointments, care navigating to the appropriate clinician, dealing with general enquiries and prescription requests, and updating clinical systems. Confidentiality to be maintained at all times.
About us
Cambrian Medical Centre is a busy but friendly GP Practice within the North Shropshire Primary Care Network, with approximately 13200patients. We are proud to have a great clinical and administrative team working together to achieve the highest quality of care for our patients. Our administrationteam plays a vital role in our patients journey from first point of contact.
Job description
Job responsibilities
Main Duties and Responsibilities of the Post
Telephone System
- ensure the telephone system is operationalat the beginning of each day.
- ensure telephone calls to the practiceare answered in a timely manner and respond to call back requests.
- divert calls and take messages asappropriate.
- effectively signpost patients to anotherservice, offering self-help advice or booking with an appropriate clinician inthe practices multi-disciplinary team in line with guidance on the carenavigation toolkit.
- identify and prioritise:urgent/routine medical care appointments.
- ensure correct and accurateinformation is communicated to patients.
- respond to patient enquires eg newpatient registrations; medical reports.
- respond to simple prescriptionrequests and queries if complex refer to the appropriate team member forguidance and support.
- ability to deal with third partiessuch as hospitals, community services, pharmacies.
- ensure requests for home visits aredealt with in the correct manner.
- action requests for ambulance transportation ifrequested.
- ensure total familiarity with the appointmentbooking system including regular and incidental variations.
- book appointments appropriately.
- update medical records accurately.
- administration duties, patient tasksand emails.
- recalling of patients.
Special requirements of the post
An understanding, acceptance, and adherence to the need for strict confidentiality.
Excellent listening, analytical and communication skills to effectively care navigate patients to the most appropriate care pathway.
Individual responsibilities asallocated by Managers.
Confidentiality:
In the course ofseeking treatment, patients entrust us with, or allow us to gather, sensitiveinformation in relation to their health and other matters. They do so in confidence and have the rightto expect that staff will respect their privacy and act appropriately.
In the performance ofthe duties outlined in this Job Description, the post-holder may have access toconfidential information relating to patients and their carers, Practice staffand other healthcare workers. They mayalso have access to information relating to the Practice as a businessorganisation. All such information from any source is to be regarded asstrictly confidential.
Information relatingto patients, carers, colleagues, other healthcare workers or the business ofthe Practice may only be divulged to authorised persons in accordance with thePractice policies and procedures relating to confidentiality and the protectionof personal and sensitive data.
Equality and Diversity:
Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:
Acting in a way that recognizes theimportance of peoples rights, interpreting them in a way that is consistentwith Practice procedures and policies, and current legislation.
Respecting the privacy, dignity,needs and beliefs of patients, carers, and colleagues.
Behaving in a manner which iswelcoming to and of the individual, is non-judgmental and respects theircircumstances, feelings, priorities and rights.
Personal/ProfessionalDevelopment:
The post-holder will participate inany training programme implemented by the Practice as part of this employment,such training to include:
Participation in an annualindividual performance review, including taking responsibility for maintaininga record of own personal and/or professional development.
Taking responsibility for owndevelopment, learning and performance and demonstrating skills and activitiesto others who are undertaking similar work.
Communication:
The post-holder should recognise the importance ofeffective communication within the team and will strive to:
Communicate effectively with otherteam members.
Communicate effectively withpatients and carers.
Recognise peoples needs foralternative methods of communication and respond accordingly.
Contribution to the Implementationof Services:
The post-holder will:
Apply Practice policies, standards, andguidance.
Job description
Job responsibilities
Main Duties and Responsibilities of the Post
Telephone System
- ensure the telephone system is operationalat the beginning of each day.
- ensure telephone calls to the practiceare answered in a timely manner and respond to call back requests.
- divert calls and take messages asappropriate.
- effectively signpost patients to anotherservice, offering self-help advice or booking with an appropriate clinician inthe practices multi-disciplinary team in line with guidance on the carenavigation toolkit.
- identify and prioritise:urgent/routine medical care appointments.
- ensure correct and accurateinformation is communicated to patients.
- respond to patient enquires eg newpatient registrations; medical reports.
- respond to simple prescriptionrequests and queries if complex refer to the appropriate team member forguidance and support.
- ability to deal with third partiessuch as hospitals, community services, pharmacies.
- ensure requests for home visits aredealt with in the correct manner.
- action requests for ambulance transportation ifrequested.
- ensure total familiarity with the appointmentbooking system including regular and incidental variations.
- book appointments appropriately.
- update medical records accurately.
- administration duties, patient tasksand emails.
- recalling of patients.
Special requirements of the post
An understanding, acceptance, and adherence to the need for strict confidentiality.
Excellent listening, analytical and communication skills to effectively care navigate patients to the most appropriate care pathway.
Individual responsibilities asallocated by Managers.
Confidentiality:
In the course ofseeking treatment, patients entrust us with, or allow us to gather, sensitiveinformation in relation to their health and other matters. They do so in confidence and have the rightto expect that staff will respect their privacy and act appropriately.
In the performance ofthe duties outlined in this Job Description, the post-holder may have access toconfidential information relating to patients and their carers, Practice staffand other healthcare workers. They mayalso have access to information relating to the Practice as a businessorganisation. All such information from any source is to be regarded asstrictly confidential.
Information relatingto patients, carers, colleagues, other healthcare workers or the business ofthe Practice may only be divulged to authorised persons in accordance with thePractice policies and procedures relating to confidentiality and the protectionof personal and sensitive data.
Equality and Diversity:
Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:
Acting in a way that recognizes theimportance of peoples rights, interpreting them in a way that is consistentwith Practice procedures and policies, and current legislation.
Respecting the privacy, dignity,needs and beliefs of patients, carers, and colleagues.
Behaving in a manner which iswelcoming to and of the individual, is non-judgmental and respects theircircumstances, feelings, priorities and rights.
Personal/ProfessionalDevelopment:
The post-holder will participate inany training programme implemented by the Practice as part of this employment,such training to include:
Participation in an annualindividual performance review, including taking responsibility for maintaininga record of own personal and/or professional development.
Taking responsibility for owndevelopment, learning and performance and demonstrating skills and activitiesto others who are undertaking similar work.
Communication:
The post-holder should recognise the importance ofeffective communication within the team and will strive to:
Communicate effectively with otherteam members.
Communicate effectively withpatients and carers.
Recognise peoples needs foralternative methods of communication and respond accordingly.
Contribution to the Implementationof Services:
The post-holder will:
Apply Practice policies, standards, andguidance.
Person Specification
Experience
Essential
- Customer Service experience
- I.T literacy
- Experience of working in a GP Practice
- Call Handling experience
Essential
- GCSE grade A to C or eqvilalent in Maths & English
Experience
Essential
- Customer Service experience
- I.T literacy
- Experience of working in a GP Practice
- Call Handling experience
Essential
- GCSE grade A to C or eqvilalent in Maths & English
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.
Employer details
Employer name
Cambrian Medical Centre
Address
Thomas Savin Road
Oswestry
Shropshire
SY11 1GA
Employer's website
Job summary
An opportunity has arisen for a part-time Care Navigator to join Cambrian Medical Centre; working 20 hours per week within a busy but friendly admin team supporting clinicians to deliver high quality care to patients. The role will require working a combination of both morning and afternoon shifts: 8.30am to 1.30pm and 1.30pm to 6.30pm.
We are seeking a highly organised, motivated individual who is computer literate with strong customer service skills. Previous health service experience and knowledge of EMIS Web clinical system are preferred but not essential as full training will be provided.
As a Care Navigator you will be fully trained to take calls from patients and with a brief summary of presenting issues from the patient you will be able to direct the patient to the most appropriate care or clinical appointment.
Main duties of the job
The candidate must be able to demonstrate strong customer service skills as you will be required to ensure an effective and efficient service is provided to patients by telephone; making new and follow-up appointments, care navigating to the appropriate clinician, dealing with general enquiries and prescription requests, and updating clinical systems. Confidentiality to be maintained at all times.
About us
Cambrian Medical Centre is a busy but friendly GP Practice within the North Shropshire Primary Care Network, with approximately 13200patients. We are proud to have a great clinical and administrative team working together to achieve the highest quality of care for our patients. Our administrationteam plays a vital role in our patients journey from first point of contact.
Job description
Job responsibilities
Main Duties and Responsibilities of the Post
Telephone System
Special requirements of the post
An understanding, acceptance, and adherence to the need for strict confidentiality.
Excellent listening, analytical and communication skills to effectively care navigate patients to the most appropriate care pathway.
Individual responsibilities asallocated by Managers.
Confidentiality:
In the course ofseeking treatment, patients entrust us with, or allow us to gather, sensitiveinformation in relation to their health and other matters. They do so in confidence and have the rightto expect that staff will respect their privacy and act appropriately.
In the performance ofthe duties outlined in this Job Description, the post-holder may have access toconfidential information relating to patients and their carers, Practice staffand other healthcare workers. They mayalso have access to information relating to the Practice as a businessorganisation. All such information from any source is to be regarded asstrictly confidential.
Information relatingto patients, carers, colleagues, other healthcare workers or the business ofthe Practice may only be divulged to authorised persons in accordance with thePractice policies and procedures relating to confidentiality and the protectionof personal and sensitive data.
Equality and Diversity:
Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:
Acting in a way that recognizes theimportance of peoples rights, interpreting them in a way that is consistentwith Practice procedures and policies, and current legislation.
Respecting the privacy, dignity,needs and beliefs of patients, carers, and colleagues.
Behaving in a manner which iswelcoming to and of the individual, is non-judgmental and respects theircircumstances, feelings, priorities and rights.
Personal/ProfessionalDevelopment:
The post-holder will participate inany training programme implemented by the Practice as part of this employment,such training to include:
Participation in an annualindividual performance review, including taking responsibility for maintaininga record of own personal and/or professional development.
Taking responsibility for owndevelopment, learning and performance and demonstrating skills and activitiesto others who are undertaking similar work.
Communication:
The post-holder should recognise the importance ofeffective communication within the team and will strive to:
Communicate effectively with otherteam members.
Communicate effectively withpatients and carers.
Recognise peoples needs foralternative methods of communication and respond accordingly.
Contribution to the Implementationof Services:
The post-holder will:
Apply Practice policies, standards, andguidance.
Job description
Job responsibilities
Main Duties and Responsibilities of the Post
Telephone System
Special requirements of the post
An understanding, acceptance, and adherence to the need for strict confidentiality.
Excellent listening, analytical and communication skills to effectively care navigate patients to the most appropriate care pathway.
Individual responsibilities asallocated by Managers.
Confidentiality:
In the course ofseeking treatment, patients entrust us with, or allow us to gather, sensitiveinformation in relation to their health and other matters. They do so in confidence and have the rightto expect that staff will respect their privacy and act appropriately.
In the performance ofthe duties outlined in this Job Description, the post-holder may have access toconfidential information relating to patients and their carers, Practice staffand other healthcare workers. They mayalso have access to information relating to the Practice as a businessorganisation. All such information from any source is to be regarded asstrictly confidential.
Information relatingto patients, carers, colleagues, other healthcare workers or the business ofthe Practice may only be divulged to authorised persons in accordance with thePractice policies and procedures relating to confidentiality and the protectionof personal and sensitive data.
Equality and Diversity:
Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:
Acting in a way that recognizes theimportance of peoples rights, interpreting them in a way that is consistentwith Practice procedures and policies, and current legislation.
Respecting the privacy, dignity,needs and beliefs of patients, carers, and colleagues.
Behaving in a manner which iswelcoming to and of the individual, is non-judgmental and respects theircircumstances, feelings, priorities and rights.
Personal/ProfessionalDevelopment:
The post-holder will participate inany training programme implemented by the Practice as part of this employment,such training to include:
Participation in an annualindividual performance review, including taking responsibility for maintaininga record of own personal and/or professional development.
Taking responsibility for owndevelopment, learning and performance and demonstrating skills and activitiesto others who are undertaking similar work.
Communication:
The post-holder should recognise the importance ofeffective communication within the team and will strive to:
Communicate effectively with otherteam members.
Communicate effectively withpatients and carers.
Recognise peoples needs foralternative methods of communication and respond accordingly.
Contribution to the Implementationof Services:
The post-holder will:
Apply Practice policies, standards, andguidance.
Person Specification
Experience
Essential
Essential
Experience
Essential
Essential
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.
Employer details
Employer name
Cambrian Medical Centre
Address
Thomas Savin Road
Oswestry
Shropshire
SY11 1GA
Employer's website
An opportunity has arisen for a part-time Care Navigator to join Cambrian Medical Centre; working 20 hours per week within a busy but friendly admin team supporting clinicians to deliver high quality care to patients. The role will require working a combination of both morning and afternoon shifts: 8.30am to 1.30pm and 1.30pm to 6.30pm.
We are seeking a highly organised, motivated individual who is computer literate with strong customer service skills. Previous health service experience and knowledge of EMIS Web clinical system are preferred but not essential as full training will be provided.
As a Care Navigator you will be fully trained to take calls from patients and with a brief summary of presenting issues from the patient you will be able to direct the patient to the most appropriate care or clinical appointment.
Main duties of the job
The candidate must be able to demonstrate strong customer service skills as you will be required to ensure an effective and efficient service is provided to patients by telephone; making new and follow-up appointments, care navigating to the appropriate clinician, dealing with general enquiries and prescription requests, and updating clinical systems. Confidentiality to be maintained at all times.
About us
Cambrian Medical Centre is a busy but friendly GP Practice within the North Shropshire Primary Care Network, with approximately 13200patients. We are proud to have a great clinical and administrative team working together to achieve the highest quality of care for our patients. Our administrationteam plays a vital role in our patients journey from first point of contact.
Job description
Job responsibilities
Main Duties and Responsibilities of the Post
Telephone System
- ensure the telephone system is operationalat the beginning of each day.
- ensure telephone calls to the practiceare answered in a timely manner and respond to call back requests.
- divert calls and take messages asappropriate.
- effectively signpost patients to anotherservice, offering self-help advice or booking with an appropriate clinician inthe practices multi-disciplinary team in line with guidance on the carenavigation toolkit.
- identify and prioritise:urgent/routine medical care appointments.
- ensure correct and accurateinformation is communicated to patients.
- respond to patient enquires eg newpatient registrations; medical reports.
- respond to simple prescriptionrequests and queries if complex refer to the appropriate team member forguidance and support.
- ability to deal with third partiessuch as hospitals, community services, pharmacies.
- ensure requests for home visits aredealt with in the correct manner.
- action requests for ambulance transportation ifrequested.
- ensure total familiarity with the appointmentbooking system including regular and incidental variations.
- book appointments appropriately.
- update medical records accurately.
- administration duties, patient tasksand emails.
- recalling of patients.
Special requirements of the post
An understanding, acceptance, and adherence to the need for strict confidentiality.
Excellent listening, analytical and communication skills to effectively care navigate patients to the most appropriate care pathway.
Individual responsibilities asallocated by Managers.
Confidentiality:
In the course ofseeking treatment, patients entrust us with, or allow us to gather, sensitiveinformation in relation to their health and other matters. They do so in confidence and have the rightto expect that staff will respect their privacy and act appropriately.
In the performance ofthe duties outlined in this Job Description, the post-holder may have access toconfidential information relating to patients and their carers, Practice staffand other healthcare workers. They mayalso have access to information relating to the Practice as a businessorganisation. All such information from any source is to be regarded asstrictly confidential.
Information relatingto patients, carers, colleagues, other healthcare workers or the business ofthe Practice may only be divulged to authorised persons in accordance with thePractice policies and procedures relating to confidentiality and the protectionof personal and sensitive data.
Equality and Diversity:
Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:
Acting in a way that recognizes theimportance of peoples rights, interpreting them in a way that is consistentwith Practice procedures and policies, and current legislation.
Respecting the privacy, dignity,needs and beliefs of patients, carers, and colleagues.
Behaving in a manner which iswelcoming to and of the individual, is non-judgmental and respects theircircumstances, feelings, priorities and rights.
Personal/ProfessionalDevelopment:
The post-holder will participate inany training programme implemented by the Practice as part of this employment,such training to include:
Participation in an annualindividual performance review, including taking responsibility for maintaininga record of own personal and/or professional development.
Taking responsibility for owndevelopment, learning and performance and demonstrating skills and activitiesto others who are undertaking similar work.
Communication:
The post-holder should recognise the importance ofeffective communication within the team and will strive to:
Communicate effectively with otherteam members.
Communicate effectively withpatients and carers.
Recognise peoples needs foralternative methods of communication and respond accordingly.
Contribution to the Implementationof Services:
The post-holder will:
Apply Practice policies, standards, andguidance.
Job description
Job responsibilities
Main Duties and Responsibilities of the Post
Telephone System
- ensure the telephone system is operationalat the beginning of each day.
- ensure telephone calls to the practiceare answered in a timely manner and respond to call back requests.
- divert calls and take messages asappropriate.
- effectively signpost patients to anotherservice, offering self-help advice or booking with an appropriate clinician inthe practices multi-disciplinary team in line with guidance on the carenavigation toolkit.
- identify and prioritise:urgent/routine medical care appointments.
- ensure correct and accurateinformation is communicated to patients.
- respond to patient enquires eg newpatient registrations; medical reports.
- respond to simple prescriptionrequests and queries if complex refer to the appropriate team member forguidance and support.
- ability to deal with third partiessuch as hospitals, community services, pharmacies.
- ensure requests for home visits aredealt with in the correct manner.
- action requests for ambulance transportation ifrequested.
- ensure total familiarity with the appointmentbooking system including regular and incidental variations.
- book appointments appropriately.
- update medical records accurately.
- administration duties, patient tasksand emails.
- recalling of patients.
Special requirements of the post
An understanding, acceptance, and adherence to the need for strict confidentiality.
Excellent listening, analytical and communication skills to effectively care navigate patients to the most appropriate care pathway.
Individual responsibilities asallocated by Managers.
Confidentiality:
In the course ofseeking treatment, patients entrust us with, or allow us to gather, sensitiveinformation in relation to their health and other matters. They do so in confidence and have the rightto expect that staff will respect their privacy and act appropriately.
In the performance ofthe duties outlined in this Job Description, the post-holder may have access toconfidential information relating to patients and their carers, Practice staffand other healthcare workers. They mayalso have access to information relating to the Practice as a businessorganisation. All such information from any source is to be regarded asstrictly confidential.
Information relatingto patients, carers, colleagues, other healthcare workers or the business ofthe Practice may only be divulged to authorised persons in accordance with thePractice policies and procedures relating to confidentiality and the protectionof personal and sensitive data.
Equality and Diversity:
Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:
Acting in a way that recognizes theimportance of peoples rights, interpreting them in a way that is consistentwith Practice procedures and policies, and current legislation.
Respecting the privacy, dignity,needs and beliefs of patients, carers, and colleagues.
Behaving in a manner which iswelcoming to and of the individual, is non-judgmental and respects theircircumstances, feelings, priorities and rights.
Personal/ProfessionalDevelopment:
The post-holder will participate inany training programme implemented by the Practice as part of this employment,such training to include:
Participation in an annualindividual performance review, including taking responsibility for maintaininga record of own personal and/or professional development.
Taking responsibility for owndevelopment, learning and performance and demonstrating skills and activitiesto others who are undertaking similar work.
Communication:
The post-holder should recognise the importance ofeffective communication within the team and will strive to:
Communicate effectively with otherteam members.
Communicate effectively withpatients and carers.
Recognise peoples needs foralternative methods of communication and respond accordingly.
Contribution to the Implementationof Services:
The post-holder will:
Apply Practice policies, standards, andguidance.
Person Specification
Experience
Essential
- Customer Service experience
- I.T literacy
- Experience of working in a GP Practice
- Call Handling experience
Essential
- GCSE grade A to C or eqvilalent in Maths & English
Experience
Essential
- Customer Service experience
- I.T literacy
- Experience of working in a GP Practice
- Call Handling experience
Essential
- GCSE grade A to C or eqvilalent in Maths & English
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.
Employer details
Employer name
Cambrian Medical Centre
Address
Thomas Savin Road
Oswestry
Shropshire
SY11 1GA
Employer's website
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inOswestry
52.85714721679688 -3.0564119815826416 Oswestry, Shropshire, United Kingdom 
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