We are a GP training surgery serving 13,800 patients with 3 GP partners and 3 FSP within the Practice, along with GP Trainees/Students and ARRS. Kenyon Medical Centres has an opportunity for a Care Navigator to join our team on a part-time basis for 21.5 hours a week.
Your role as a Care Navigator will require you to be the face of the Practice. You will work in a very past paced environment either manning the reception desk, answering the telephones, dealing with queries and carrying out administrative tasks.
Hours of work will be:
* Monday - 14:00pm-18:30pm
* Tuesday - 14:00pm-18:30pm
* Thursday - 14:30pm-18:30pm
* Friday - 14:30pm-18:30pm = 21.5 hours a week.
* Saturday - this is on a rota basis (approximately twice a year).
Main duties of the job
Key responsibilities of a Care Navigator to include:
* Greeting and directing all patients
* Making appointments
* Answering queries and complaints from patients and outside agencies, signposting to the appropriate staff member as appropriate.
* Answering Telephone calls.
* Accepting, issuing and handing out prescriptions, letters, completed form, specimen bottles etc.,
* Being aware of protocols and policies and advising patients of practice procedures.
* Organising ambulance transport for patients
* Handling and answering enquiries accurately and completely without dispensing advice, breaching patient confidentiality or making medical judgements
* Registering new patients
* Accurately maintaining patient medical records, photocopying, filing and scanning
* Kenyon's clinical system is EMIS Web
About us
Kenyon Medical Centres form part of Sowe Valley PCN and have a list size of around 13,800 patients. We offer all staff to join the NHS Pension Scheme.
Job responsibilities
* Dealing with appointment and administration requests using AccuRx template
* Signposting patients to various NHS and other providers as appropriate
* Giving out test results in line with surgery policy
* Dealing with general enquiries by telephone and face to face
* Taking and recording clinical messages for members of the practice team
* Taking the initiative when required to instruct patients to call 999 when symptoms fall within the emergency protocol
* Make refreshments for doctors and other team members, participate in washing up
* Greeting and directing patients and visitors around the building, ensuring GDPR visitor paperwork is completed and signed in.
* Making appointments in line with the protocols laid down for the various clinical grades
* Handing out and processing prescriptions and checking validity of medication and requests
* Ensure outstanding queries are explained and handed over to next shift, as necessary
* Respond to needs of Triage Team, Doctors and Nurses during surgery
* Collect payments from patients for NHS and non-NHS services
* Deal with general enquiries and complaints via telephone, email, texts and face to face following the SOP.
* General housekeeping (e.g. dealing with any bodily accidents in the waiting room) maintain notice boards
* Observe health and safety and infection control guidelines at all times
* To act as a Chaperone to clinical staff if and when needed (training will be provided).
* Dealing with requests for repeat prescriptions in line with Dispensing protocol
* Medication deliveries recording and putting away as per the SOP.
* Input and extract patient information from Practice computer system (EMIS Web) also using other in-house software systems.
* Ensure Mandatory training is kept up-to-date.
* To amend change of addresses on patient record and scanning into patient notes, patient online services, temporary residents
* To open, scan and code incoming post as required using Docman software
* To support the admin team with medical records from PCSE to ensure new registrations are complete and correct and to register patients onto the EMIS system accordingly and scan on all paperwork relating to the new patient.
* To work at both Kenyon Medical Centre sites as a Care Navigator covering all aspects of working front of house.
* Any other duties as requested commensurate with the grade.
Person Specification
Experience
* Educated to GCSE level or equivalent Experience
* Experience of working with the general public
* Experience of reception work
* Experience of working within a Healthcare Setting
* Excellent communication skills (Written and Oral)
* Clear, polite telephone manner
* Time Management and the ability to work to deadlines
* Interpersonal skills
* Competent in the use of Office and Outlook/Excel
* Ability to work as a team member and autonomously
* Ability to follow clinical policy and procedure
* Good interpersonal skills
* Polite and confident
* Flexible and cooperative
* Ability to work under pressure/in stressful situations Able to communicate effectively and understand the needs of the patient Effectively utilise resources Punctual and committed to supporting the team
* Ability to deal with conflict
* Trustworthy and reliable
* Knowledge of EMIS Web clinical system
* Flexibility to work outside core office hours
* Appropriate Car insurance/Driving Licence
* Active signposting or Care Navigator training
* Healthcare qualification (level 2) or working towards gaining equivalent level
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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