Care Navigator (Patient Services Team) 25 hours An opportunity has arisen for a Care Navigator to join our fantastic team at Marsden Medical Group.
If you thrive on helping people, are highly organised, motivated, comfortable with technology, have strong customer service skills and the desire to assist patients in accessing the services they need, this is the role for you.
The roles is 25hrs.
The Practice sites are open
8 - 8 Monday, Tuesday, Thursday
8 - 6 Tuesday and Thursday
9 - 1 Saturday
Main duties of the job The role of Care Navigator at the Practice encompasses a range of patient facing and admin duties. This includes answering all incoming phone calls to the practice and queries at the front desks, making phone calls and sending text messages/emails/letters, and completing all other admin duties required to provide our patients with the best care possible.
The working hours are over 7 days (majority of hours currently Monday to Friday) which includes evenings and Saturdays on a rota basis plus annualleave cover for other team members. General computer skills are essential, experience of Emis Webwould be an advantage. Successful candidates who have been selected for interview willbe contacted by e-mail within 10 working days of the closing date forapplications. If you have not heard bythis time unfortunately you have been unsuccessful.
About us Our team comprises of Partners, salariedGPs, Nurses, HCAs, SNA's, NA's Registrar's and an F2 GP who look after over 22800 patients, many of which have been with us across generations over two sites.
A teaching, training and research practice striving to grow and develop the next generation of clinicians.
All ofour clinical staff are supported by a well-established management and admin team comprisingof over 40 staff of differing roles. All the team get together in our staff roomfor coffee, food and a catch up every day, it offers a supportive environmentto bounce ideas around and get to know one another!
If you bake cake its a winner - we all love cake!
Job responsibilities The CareNavigator plays a key role as a member of the Patient Services team inproviding efficient, helpful and sympathetic care to Practice patients,developing skills in equating Practice protocol with patients demands. Through sensible use of initiative, flexibleapproach and working to consistent high standards of accuracy, he/she willprovide valuable help and support to the Partners and all colleagues in thePrimary Health Care team. You will beexpected to manage, plan and prioritise tasks efficiently and effectively toachieve and maintain a high standard of patient care.
The Post holderwill show absolute respect and regard to confidentiality of patient informationat all times.
In addition tothis, it is essential that:
1)Enquiries from patients are efficiently andcourteously handled.
2)Distributionof documents is undertaken efficiently and promptly
3)That the surgery premises are kept tidy.
Dimensions
Marsden RoadHealth Centre and Wawn Street Surgery are training practices operating from a purpose built buildings
Messaging/Telephone
To receive andaccurately and appropriately pass on messages via all mediums (including, butnot restricted to, telephone, paper, in person and electronic) while acting inan efficient and helpful manner and according to protocol.
Reception General
Attend to queries in a helpful and efficientmanner.
Arrive patients using the computer systemsor help them to self check-in.
Ensure waiting patients are kept informed ofdoctors running late.
Handling small amounts of cash for privateservices.
Receive deliveries appropriately (i.e.vaccines to go in fridges).
Request for Home Visits
Request for homevisits to be received and dealt with in accordance with procedure
Signposting
Undertakeinformed choice conversations with patients to enable then to get help from thecorrect professional or service in a timely manner. Use tools made available to facilitate andcontinually develop/improve this process
Prescriptions
Distribution ofacute prescriptions for GPs signing. - in accordance with procedure.
Scanning
Accuratelyscanning patient information (i.e. letters, results etc.) onto computer inaccordance with procedure.
Giving results topatients when they ring the surgery following the code of confidentiality atall times.
General
Clerical work asdelegated also to include ensuring post taken to post office daily.
Chaperoning
Providingchaperone service to GP as and when required, in accordance with procedure.
Records
Patient recordsto be made up for all new patients joining the list. Record storage admin for offsite recorddeposit/retrieval
Computer
General use ofcomputer facilities as directed in various aspects of reception/records work.
Stock Control
Responsibilityfor maintaining levels of stock as delegated.
Initial point ofcontact for complaints. Discuss patient concerns and try to find a satisfactorysolution to straightforward queries with the patient. Escalation as per practice protocol whenappropriate and then Practice Management team.
Building Security
Opening andclosing up of the building on some occasions
Working alone for short periods
A team leader isavailable during this time, contactable by telephone
Ongoing concernfor welfare of patients and security of premises. Maintenance of all the areas of Practice andequipment in tidy and presentable order at all times, as per the Health and SafetyGuidelines.
AdditionalRequirements
Maintaining and adhering to Practice Healthand Safety policies
Agreement to take up necessary training asrequired
Occasional overtime if required
Wearing of a practice uniform.
Any Other reasonable duties as directed bythe Practice Management or Patient services leader within the scope of thispost.
Liaison with outside agencies, e.g.Hospitals, Nursing Homes, Chemists etc
Knowledge Skills, Training and Experience
After a period ofinduction, you will receive support and ongoing on the job training supportedby procedures and protocols on all areas of the job required of you. However, you will be expected to attend Mandatorytraining in the form of Confidentiality, Health & Safety, Fire and CPR.
Theoretical and practical knowledge
oPleasant, helpful and effective telephone manner
oCompetence in written and spoken English
oCompetent in the use of office equipment iephotocopier
Professional or Specialists Knowledge
oKnowledge of EMIS clinical system
Analytical
oJudgments involving facts or situations ieprescription/results queries
oReceiving and issuing prescription requests
oExercise judgment when dealing with patientinquiries; analyse and resolve patient problems i.e. ambulance bookings,hospital queries
Planning and Organisational
You will berequired to organize your own day to day task or activities referring to yourTeam Leader when necessary.
oEnsure practice standards/deadlines are met ie, repeatprescriptions, scanning etc
Communication & Relationship Skills
You will beexpected to provide and receive routine information which may require a certainamount of tact or persuasive skills. Forexample making and rearranging appointments and giving out appropriateinformation to patients as regards clinics and surgeries. You will come into contact with many patientswith problems ie elderly, hard of hearing, mentally ill and you will beexpected to deal with each patient with sensitivity, tact understanding,empathy and reassurance.
WORKINGRELATIONSHIPS
Practice Management and senior team
Other members of patient services/clinicalcoding/secretarial team
Members of Practice/Community nursing team
Other members of the Primary Health Care Team
Outside agencies
Key Result Areas
You will beexpected to provide general non clinical advice, information, guidance orancillary services directly to patients, relatives or carers working withinpractice policy and procedures. Thiswill be done either face to face or telephone.Area of information you will be giving out:
Taking and relaying messages etc.
Advice to patients about surgery times andavailability
Policy and Service Development:
There are policiesand procedures covering all aspects of your job, you are expected to followthese effectively and efficiently taking on board any changes as they arereviewed by your Practice management team orTeam Leader
Financial and Physical Resources:
You will be expectedto observe a personal duty of care with equipment under your direct control
Human Resources:
Demonstrate own activities to less experienced employees
Demonstrate activities to new starters
Information Resources:
This postinvolves data entry onto the clinical system which may include entering homevisits. This should be done accuratelyand with care following the practice procedures at all times.
Research and Development:
None in this post
Freedom to Act:
This postrequires that you work within clearly defined policies and procedures withclose supervision of the Team Leader when necessary. However some initiative will be necessary whendealing with repeat prescriptions or pathology following guidance from practiceprotocols.
Effort andEnvironment:
Physical
There is little physicaleffort required in this post. This willentails a small amount of walking, standing, sitting. However there is a certaindegree of computer work which demands good keyboard skills.
Mental
A certain amount ofconcentration will be required when dealing with patient queries to understandwhat the problem/query is and how this can be resolved. Certain tasks will also need concentrationespecially transferring of patient notes, repeat prescriptions, and giving outresults.
Emotional
Occasional exposure todistressed or emotional circumstances.
oDistressed patients
oBereaved relatives
oTelephone calls from distressed patients.
Working Conditions
There isa staff room and kitchen where staff have their breaks. Work stations are adequate and clean. Howeverthere may be occasional exposure to unpleasant conditions:
oExposure to hazards
oVerbal, aggressionfrom patients
o PC use
Person Specification Qualifications Customer Service Qualification
Experience Customer service experience for at least 12 months
Experience of working in a fast paced environment, managing priorities.
Experience of working with the public face to face and over the phone.
Experience of working as part of a multi-disciplinary team.
Knowledge of emis web
Disclosure and Barring Service Check 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.
£24,465 a yearThe above pay is Pro rata to WTE (37.5hrs)
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