Job summary
The CareNavigator is primarily responsible for undertaking a wide range of receptionduties and the provision of general support to the wider multi-professionalteam. A sound professional working relationship willbe required with the GPs and staff working within the Practice. We are expanding the reception team and the rolerequires high levels of organisation and excellent interpersonal skills.
The role includes:
1. Greeting and signpostingpatients
2. Effective use ofthe appointments system, booking appointments and processing information
3. Acting as thecentral point of contact for patients
4. Liaising withmulti-professional team members and external agencies such as secondary care
5. Familiarity withDocman and EMIS Web clinical software systems
Main duties of the job
The post requiresexcellent communication skills, high levels of organisation and attention todetail as well as the ability to exercise tact, discretion and initiative. The ability to work under pressure and aspart of a team are equally important.
The Practice willsupport continuing education and professional development in the form ofattendance at study days, courses and with in-house training, as deemedappropriate for the benefit of both the individual and the Practice.
About us
Canterbury MedicalPractice's priority is to provide the highest standard of clinical care to the 24,000patients registered with the Practice as well as those from other practices whoare seen in our additional clinics. We aim to work collaboratively with otherhealthcare providers and support organisations, to enable more patients to betreated in a primary care setting, closer to home. We embrace a continuousimprovement ethos and strive to ensure that we are available to patients whenthey need a consultation. We have a holistic approach to patient care and astrong training ethos within the practice with a team of medical andnon-medical educators as well as opportunities for non-clinical staff todevelop and progress.
We aim to:
provide high qualityclinical care
meet our patients needs
act with integrity andcomplete confidentiality
be courteous, approachable,friendly and accommodating
ensure we provide safe andeffective services and environments
to put patient care at thecentre of what we do
to maintain a motivated andskilled workforce
use feedback, monitoringand auditing to continuously improve our services
treat all patients and staff with dignity, respect andhonesty
Job description
Job responsibilities
6. Open up surgery, switching on clinicians PCs and ensuringeverything is set up for the day
7. Ensure building security, have thorough knowledge of doors,windows and alarms
8. Keep reception and waiting rooms areas tidy
9. Booking appointments face to face and over the phone andsignposting to ensure the patient is booked with the right person, in the rightplace at the right time
10. Checking patients in for appointments and directing to appropriatewaiting area
11. Receiving and recording requests for home visits, DN visits,telephone consultations and taking messages
12. Giving normal test results to patients or chasing up whennecessary
13. Access incoming emails via genericinbox, online consultations and web contacts signposting and taking all the appropriateactions
14. Work face-to-face as part of the CMP urgent care team currently basedat Ethelbert Road - to ensure triage andadministrative lists are dealt with appropriately
15. Completing patient registrations and adding details on to thecomputer when necessary
16. Data input of new patient questionnaires
17. Supporting GP Links processes such as preparing notes for sendingoff, filing incoming notes and ensuring filed medical records are accuratelystored
18. Process patients change of address, numbers, etc.
19. Process prescription requests in accordance with practiceguidelines including filing prescriptions and recording in pharmacy book
20. Filing prescriptions and recording in pharmacy book
21. Handing completed repeat prescriptions to patients, checking nameand address
22. Receiving and recording payments for medicals, insurance reports,etc
23. General administrative tasks
24. Making sure there is good supply of, and printing when necessary,practice leaflets, new patient questionnaires, change of address forms etc
25. Monitoring the clinics and letting patients know when delays andclinicians when late visits, etc added
26. Completing DN referrals and emailing to referral centre
27. Helping to assist with general enquiries
28. Answer incoming calls in a timely manner as per practice protocol
29. Check room availability for all clinicians each day and ensurecheck in screen shows any changes
30. Be able to cover all care navigator roles as required includingextended hour surgeries
31. Have knowledge of and work in accordance with practice policiesand procedures
32. Pulling/filing notes as necessary
33. Scan and photocopy as required
34. Ensure post and clinical forms are correctly filed and waiting forcollection
35. Ensuring accurate recording of information using the practiceclinical systems
36. Ensuring effective handover of matters outstanding to the incoming receptionists at end of shift
37. Make sure post tray is cleared every evening
38. Complete team EMIS & DOCMAN tasks
39. Contacting patients on the doctors behalf to arrange follow upappointments, prescription collections, test results etc
40. Ordering ambulances as and when required by the clinician
41. Chaperone for clinicians
42. Greeting visitors and asking them to sign the visitors book,informing appropriate managers/colleagues of their presence and, whennecessary, show or direct them to the appropriate place ensuring passes/fobsare returned on leaving CMP
43. Adding patient lists to the practice computer system for visiting consultants/therapists
44. Passing on correct contact information when patients enquire aboutnon CMP clinics
45. Taking deliveries or directing to relevant department
46. Any other duties commensurate with the role
The above list ofduties is not exhaustive and may be subject to change as deemed necessary
Person Specification
Qualifications
Essential
47. Good standard of education with good literacy and numeracy skills.
Desirable
48. Up to date with mandatory and role specific training.
Experience
Essential
49. Good interpersonal and communication skills.
50. Highly organised and excellent attention to detail.
51. Time management and ability to prioritise workload.
52. Knowledge of EMIS Web Clinical System and Docman.
53. Ability to extract relevant information from conversations to pass on.
54. Ability to work autonomously.
55. Ability to follow policy and procedures.
56. Accuracy in recording data.
Desirable
57. Good knowledge of Microsoft Office software.