We are looking for an enthusiastic person to join our experienced team. Full training will be available for the right person, excellent communication skills and to be effective in communicating and understanding patient needs.
Main duties of the job
The post-holder is a Care Navigator.
To support the practice clinical team by signposting patients to the appropriate healthcare professional or service, working as part of the practice’s multidisciplinary team.
To act as the central point of contact for patients, be responsible for the distribution of information, messages and enquiries for the clinical team, liaise with multi‑disciplinary team members and external agencies such as secondary care and community service providers.
The Care Navigator will also be expected to undertake reception duties as part of the role, supporting the team in delivering a professional service to the entitled patient population. Duties can include but are not limited to welcoming patients and assisting with total triage requirements, whilst supporting the team with patient registration, booking appointments, processing of information (electronic and hard copy) in a timely manner and in accordance with current policies.
The post-holder will also provide support to the administration team as required. The post-holder will be an integral part of the general practice team.
Job responsibilities
Job title: Care Navigator
Line manager: Office/Reception Manager
Accountable to: Practice Manager/Operations Manager
Hours: 37.5
This post is aligned to Band 3 AFC.
Primary key responsibilities
* Process and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition
* Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
* Process personal, telephone and e‑requests for appointments
* Act incoming emails and correspondence as necessary
* Accurately detail information on patients records within the clinical system
* Assist with total triage administration
* Maintain and monitor the practice appointment system
* Initiate contact with and respond to requests from patients, team members and external agencies
* Scan documentation as required
* Data entry of new and temporary registrations and relevant patient information as required
* Direct requests for information, e.g., DSAR, insurance/solicitors letters and DVLA forms to the administrative team
* Manage all queries as necessary in an efficient manner
* Conduct system searches as requested
* Support all clinical staff with general administrative tasks as requested
* Undertake a broad spectrum of administrative duties commensurate with the role
* Be an integral part of the general practice team
* Act as a chaperone as required
* Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on safeguarding adults and safeguarding children
* Support in the delivery of enhanced services and other service requirements
* Undertake all mandatory training and induction programmes
* Contribute to and embrace the spectrum of clinical governance
* Maintain a clean, tidy, effective working area at all times
* Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed
Wider responsibilities
* Scan patient related documentation and attach scanned documents to patients healthcare records
* Participate in local initiatives to enhance service delivery and patient care
* Support in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
* Support and participate in shared learning
Person Specification
Qualifications
Experience
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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