Care NavigatorinNantwichinNantwichPUBLISHED WED 23 OCT 2024

We are looking for 2/3 enthusiastic, motivated and proactive candidates to join our highly effective and friendly team.

The successful candidate will need to provide a first-class level of Customer Service/Care Navigation to our patients. We will expect them to enjoy working in a busy reception environment and be prepared to go the extra mile.

The role of Care Navigator is very demanding so we are looking for someone who is confident, has excellent communication skills, is highly organised and good at multi-tasking.

The successful candidate must be computer literate and have a flexible approach to working.

Experience of working in a busy office environment would be an advantage.

If you are interested in applying for this role please complete the online application form.

• Answer the telephone in a courteous and professional manner
• Receive and accurately convey messages in writing, verbally and electronically
• Liaise with patients and their families in a compassionate manner
• Liaise with GPs, other health professionals and their staff
• Arrange appointments for patients
• Explain practice arrangements to new patients and those seeking temporary cover
• Generate repeat prescriptions within the practice guidelines
• Update the clinical system with changes
• Contact patients to convey test results as directed by the GPs
• Contact patients to arrange appointments with appropriate clinicians
• Deal with travel enquiries and vaccination appointments
• Accept payment and issue receipts.
• Prepare medical records for deducted patients to return
• Log new patients records and file appropriately.
• Accept and sign for deliveries.
• Understand the usage of the practice email.
• Using EMIS / eConsult / DAWN / ICE and other Practice software
• Undertaking other administrative activities when required

About us

Kiltearn Medical Centre

Job Description

Job Title: Care Navigator

Reports to: Care Navigation Team Leader

Responsible to: Interim Practice Manager

Hours: negotiable

Job Summary:

• To provide high quality care navigation services to the patients, carers, visitors, doctors and staff at the surgery in a caring and supportive manner. Project a positive and friendly image either in person or on the telephone to maintain the practice reputation.
• To maintain confidentiality of all information.
• To provide flexibility in practice staffing arrangements.

Special Requirements of the Post:

• Use own judgement, resourcefulness and be able to work under pressure without direct supervision.
• To combine excellent communication skills with patience, empathy and accuracy.
• To be reliable and flexible
• Experience in adding patient data to clinical systems.

Essential Duties and Responsibilities:

In accordance with practice policies and procedures:

• Answer the telephone in a courteous and professional manner within 3 rings
• Receive and accurately convey messages in writing, verbally and electronically
• Liaise with patients and their families in a compassionate manner
• Liaise with GPs, other health professionals and their staff
• Arrange appointments for patients to see GP, nurse and other clinical staff associated with the practice by telephone or in person.
• Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner. If any doubt seek advice from GPs, ANP or NP
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
• Generate repeat prescriptions within the practice guidelines.
• Update the clinical system with changes in patient data.
• Photocopy documents
• File documents
• Open, stamp appropriately and distribute incoming mail
• Maintain practice dress standards
• Ring and obtain results or other information from providers as requested by the GPs.
• Contact patients to convey test results and instructions as directed by the GPs.
• Contact patients to arrange appointments with appropriate clinicians for monitoring or seasonal vaccinations.
• Deal with travel enquiries and vaccination appointments as per practice procedure.
• Advise patients of relevant charges for non NHS services. Accept payment and issue receipts.
• Prepare medical records for deducted patients to return
• Log new patients records and file appropriately.
• Assist with completion of patient surveys.
• Accept and sign for deliveries once items have been checked against order form.
• To keep reception area, notice boards and leaflet dispensers tidy and free from obstructions and clutter.
• Checking consulting rooms each day to ensure they have adequate supplies of stationary and couch rolls.
• Understand the usage of the practice email and intranet system to ensure effective communication.
• Attend Practice Meetings.

Undertake any other additional duties appropriate as requested by the Interim Practice Manager.

The above list of duties is not exhaustive and may be subject to change as deemed necessary.

Confidentiality

In the course of seeking treatment, patients entrust us with or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

In the performance of the duties outlined in this Job Description, the post holder will have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information form any source is to be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice polices and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include:

• Using personal security systems within the workplace according to the practice guidelines.
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures, maintaining work areas in tidy and safe way and free form hazards.
• Reporting potential risks identified.

Personal Development

The post holder will participate in any training programme implemented by the practice as part of this employment, such to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal development.
• Taking responsibility for own development, learning and performance and demonstrating skills ad activities to others who are undertaking similar work.

Quality

The post-holder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities.
• Work effectively with individuals on other agencies to meet patients needs.
• Effectively manage own time, workload and resources..