Overview
The Care Navigator will be the first point of contact for patients at the surgery. The role is to optimise the patient’s journey and act as an ambassador for the practice. The purpose of the post holder is to ensure that patients’ presenting issues are managed appropriately and that they are up-to-date with their routine appointments. This will be a telephone triage role as well as walk-in appointments presented at the surgery reception.
Main duties of the job
1. Provide clear concise information to patients and understand the importance of discretion and confidentiality.
2. Demonstrate good communication skills and a calm manner. Be able to put patients rapidly at their ease and give them the space and time to explain their needs.
3. After appropriate training employ a variety of questioning techniques to develop a full picture of the patient’s problem.
4. Identify potentially serious problems and bring those to the immediate attention of the correct clinician; e.g. GP, triage Nurse Practitioner.
5. For less serious problems negotiate with the patient and identify an appropriate professional to see them.
6. Build strong relationships with all direct team members, clinicians and recognised healthcare professionals in the practice, using scarce resources appropriately.
7. Develop and maintain an in-depth knowledge of the services provided in the practice and in the wider health community, and use this knowledge to guide the patient to the service which is most likely to meet their needs, whether inside or outside the practice.
8. Distinguish real priorities from cases of unnecessary panic, be able to reassure and manage these situations, and demonstrate assertiveness without being domineering.
About us
Green Valleys health is merging practices comprising Leap Valley Surgery, Emersons Green and Abbotswood. We serve 20,000 patients. We have 3 Partners and currently 9 salaried GPs. We are a committed team of clinical and non-clinical staff who are empathetic and compassionate in the roles that we do.
Job responsibilities
The Care Navigator will be the first point of contact for patients with the surgery. The role will be to optimise the patients journey and be an ambassador for the practice. The purpose of the post holder is to take every opportunity to ensure that patients presenting issue is managed appropriately and that the patients are up-to-date with their routine appointments. This will be a telephone triage role as well as walk-in appointments which are presented at the surgery reception.
Shifts can be up to 30 hours per week. Shifts at our surgery are 07:45-13:45 and 12:30-18:30.
Person Specification
Qualifications
* Ideally A Level or equivalent experience.
* Knowledge of NHS and services provided in the community.
* Experience in other public-facing roles, especially NHS roles, and appreciation of services set up.
Experience
* Experience of work in customer service/health sector across multiple functions.
* Experienced in process thinking and customer service improvement.
* Proven track record of successful communication with the general public with empathy and caring.
* Strong analytical and influencing skills.
* Excellent communication skills, relationship management, and comfort working with the general public.
* Logical thinker who can provide a rationale for decisions made.
* Able to develop relationships to form a network of contacts.
* Flexible team player who recognises the value and importance of teamwork and getting the job done.
* Ability to assess patient situations and determine the desired outcome.
* IT skills.
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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