The Care Navigator is a key front-line position responsible for managing the first impressions of thepractice. This role involves greeting patients, managing communication between patients and medicalstaff, and facilitating patient access to appropriate healthcare services efficiently. The Care Navigatorplays a crucial role in guiding patients through the complexities of healthcare interactions, ensuringthey receive timely and appropriate care.
Main duties of the job
Key responsibilities include scheduling appointments, managing patient records, answering phonecalls, and providing patients with information about healthcare services. The Care Navigator willensure that all patient interactions are handled with empathy and efficiency, maintaining confidentialityand compliance with healthcare regulations. This position requires excellent communication skills,strong organisational abilities, and a patient-centric approach to service delivery.
About us
The Practice aims to provide where possible a primary site for the post holder to work from, fostering stability and astrong team relationship. However, flexibility is required, and the post holder must be willing to work atother branch sites, when necessary, either on a temporary or permanent basis.
Here at Mayflower, we also provide our Care Navigators with an enhanced hourly rate at the end of each month, as long as they have not taken sick leave.
Job responsibilities
Patient Interaction and Support:Front Desk Management: Greet patients upon arrival, verify their information, and direct themto appropriate departments. Ensure a welcoming and respectful environment for all visitors.Appointment booking: Efficiently manage appointment scheduling using the practicessystems; adjust schedules as needed to accommodate patient needs and maximise resourceutilisation.Telephone Enquiries: Handle incoming calls, provide information to callers, take messages, orredirect calls to appropriate staff members.Administrative Responsibilities:eConsultations: Process eConsultations received.Patient Records Management: Maintain and update patient records with accuracy. Ensure allpatient interactions and transactions are logged promptly and comply with legal and privacyrequirements.Summarising: Summarisation of medical records as required.Coding and scanning: Scan and code patient correspondence.Any other administrative work as required.Communication and Coordination:Healthcare Provider Liaison: Act as a liaison between patients and healthcare providers.Ensure that communication is clear and that patients understand their schedules, treatmentplans, and any preparatory steps for appointments.Resource Navigation: Guide patients to access various healthcare resources available tothem, including special clinics, educational sessions, and community services.Patient Follow-Up: Conduct follow-ups with patients regarding future appointments, treatmentplans, and healthcare management strategies.Facility Support:Resource Management: Manage front-office supplies and ensure that patient areas arestocked with necessary items like forms, brochures, and informational materials.Safety Protocols: Maintain cleanliness and safety of the reception area, complying with healthand safety guidelines to ensure a safe environment for patients and staff.Quality Improvement:Feedback Collection: Collect and compile patient feedback to identify areas for improvementin front desk operations and patient care coordination.Service Enhancement Initiatives: Participate in initiatives aimed at enhancing patientsatisfaction and improving service delivery effectiveness.Professional Development:Training Participation: Engage in ongoing training to enhance skills related to patient care,technology use, communication, and administrative management.Knowledge Upgrading: Stay updated on new healthcare regulations, insurance policies, andpatient care technologies to continually improve service quality.
Person Specification
Experience
* Communication Skills:
* Clear and compassionate communication is essential, as Care Navigators must explain complex healthcare options to patients, often with differing levels of understanding.
* Telephone skills are important for communicating with patients over the phone and scheduling appointments.
* Confidentiality and Professionalism:
* Understanding of patient confidentiality, data protection laws (such as GDPR), and maintaining professional boundaries while handling sensitive patient information.
* Ability to work independently and as part of a team.
* Patience and the ability to manage difficult or emotional conversations.
* Adaptability to meet the diverse needs of patients from different backgrounds.
* Ability to quickly learn about new services and keep up-to-date with changes in healthcare provision.
* In summary, experience as a Care Navigator in a GP surgery would involve supporting patients through the maze of healthcare services, offering guidance, managing appointments, and advocating for patients needs, all while ensuring high levels of confidentiality, empathy, and efficiency.
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.
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