Care NavigatorConductors are the first point of contact in GP surgeries, guiding patients to the appropriate services. Your role will provide support to our Total Triage to optimise the patients journey, taking every opportunity to ensure that requests are managed appropriately while delivering the best service.
Care Navigator conductors will accurately update patient records including system notes, patient data adhering to GDPR and data protection protocols. Problem solving patient issues effectively, identifying, and escalating urgent problems to clinical staff immediately.
You will be expected to develop and maintain an in-depth knowledge and an understanding of the services provided in the practice, and in the wider health community.
On a rotational basis, covering the reception desk dealing with patient enquiries face to face, managing patient requests via SystmConnect and actioning in a timely manner. To guide patients on how to use online access tools, the NHS App, and other digital resources.
Full Time Hours. Working at Brigg - Monday to Friday
Two Posts
Main duties of the job
* To manage telephone, face to face and online appointments via SystmConnect and action in a timely manner.
* To process and effectively signpost patients to the appropriate healthcare professionals and community services.
* To maintain and monitor practice appointment systems.
* To use SystmOne to correctly document patient appointments, messages, requests, contact details and correspondence.
* To ensure patients receive timely, appropriate care, reducing pressure on our GPs and making the best use of the NHS and local support systems.
* To encourage excellent communication, when meeting and greeting and over the telephone.
* To inform patients of any delays or cancellation of appointments.
* To receive samples using the correct protocol.
* To ensure the reception waiting areas are kept clean and tidy.
Data Administration
* To ensure the security, privacy and confidentiality of patient information in all its forms and during its destruction or disposal.
General responsibilities
* The Care Navigator Conductor will work collaboratively with the other Care Navigators Conductors, supporting each other and meeting regularly as a team during PLT Training.
* The Care Navigator Conductor will be expected to establish strong links with external agencies and employees e.g. Pharmacies, Health and Wellbeing Development Practitioners.
About us
Riverside Brigg is a purpose built practice in the centre of Brigg. The branch surgeries are located in Broughton, Crowle, Keadby, and Skippingdale. Five GP partners care for nearly 24,000 patients; we are a Training Practice, host medical students and nurses and also offer work placements. We are a dispensing practice with a pharmacy in Brigg and Broughton and a Dispensary at Crowle and Keadby. The partners have specialist interests in Cardiology, Dermatology, Diabetes, Minor Surgery and Respiratory. The Urgent Care Team manages on the day demand offering emergency appointments and telephone advice. The Practice Nursing Team manage long term conditions. The Practice Pharmacist's manage prescribing and medicines optimisation. The Clinical Team is supported by a multi-professional Administration Team.
Qualifications
* GCSE Grade A to C in English and Maths
Experience
* Excellent Communication and Interpersonal Skills
* Good Computer and Keyboard Skills
* Ability to Work as Part of a Team
* High Standard of Accuracy and Recording of Data
* Flexible Working Approach
* Empathetic Approach
* Ability to Work Under Pressure
* NHS Experience
* Previous Experience of Working in Primary Care
* SystmOne Knowledge would be an advantage
* Previous Customer Services Experience
* Knowledge of Microsoft Office (Outlook, Word, Excel)
* Knowledge of Medical Terminology
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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