The Care Navigator will be the first point of contact for patients with the surgery. The role will be to optimise the patient's journey and be an ambassador for the practice. The purpose of the post holder is to take every opportunity 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. Exhibit good communication skills and a calm manner. Be able to put patients at ease rapidly 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 or 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 team members, clinicians, and recognized healthcare professionals in the practice, using resources appropriately.
7. Develop and maintain an in-depth knowledge of the services provided in the practice and in the wider health community, guiding patients to the most appropriate service, whether inside or outside the practice.
8. Distinguish real priorities from cases of unnecessary panic, reassure, and manage these situations. Demonstrate assertiveness without being domineering.
About us
Green Valleys Health comprises merged practices including Leap Valley Surgery, Emersons Green, and Abbotswood. Serving 20,000 patients, with 3 Partners and currently 9 salaried GPs. We are a committed team of clinical and non-clinical staff who are empathetic and compassionate in our roles.
Job responsibilities
The Care Navigator will be the first point of contact for patients. The role aims to optimise the patient journey and serve as an ambassador for the practice. The post holder will ensure that presenting issues are managed appropriately and that patients are up-to-date with their routine appointments. This role involves telephone triage and managing walk-in appointments at the reception.
Shift 1: Wednesday 12:30-18:30, Thursday/Friday 07:45-18:30. Shift 2: 30 hours over 5 days.
Person Specification
Qualifications
* Ideally A-Level or equivalent experience.
* Knowledge of NHS and community services.
* Experience in other public-facing roles, especially NHS roles, with an appreciation of service setup.
Experience
* Experience in customer service/health sector across multiple functions.
* Experience in process thinking and customer service improvement.
* Proven track record of successful communication with the public, demonstrating empathy and caring.
* Strong analytical and influencing skills.
* Excellent communication, relationship management, and ability to work comfortably with the public.
* Logical thinker capable of providing rational decisions.
* Ability to develop relationships and establish a network of contacts.
* Flexible team player recognizing the importance of teamwork.
* Ability to assess patient situations and judge desired outcomes.
* IT skills.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A Disclosure check will be required to screen for any previous criminal convictions.
#J-18808-Ljbffr