Care Navigators play a crucial part in helping patients get the right support, at the right time, to help manage a wide range of needs. The role is designed to help reduce inappropriate GP appointments ensuring we have the capacity to manage those patients most at risk. At The Roxton Practice Care Navigators are responsible for: Assisting and directing patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective way. This may be over the telephone, via online services such as AskMyGP or face to face at one of our receptions desks.
Undertake a variety of administrative duties to assist the GPs and other healthcare professionals. Facilitate effective communication between patients, members of the primary health care team, secondary care, and other associated healthcare agencies. Utilise the clinical resources across multiple locations to ensure patients are directed appropriately. Always working within their own competence, knowledge, and common sense in their day-to-day activities.
Care Navigators will deliver service excellence in a proactive and engaging manner following pathway guidelines and protocols. Request information on conditions and presenting problems, documenting this with a high level of accuracy to ensure healthcare professionals can provide support and advice. Maintaining and monitoring the Practice appointments system. The Care Navigation team consists of 24 staff based across two sites.
Our call center handles over 10,000 calls per month on average. At busy periods, 10 care navigators are handling calls and providing advice and support to patients. The right candidate will be expected to receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.