To support the practice clinical team by signposting patients to the appropriate healthcare professional or service, working as part of the practices multidisciplinary team.
The care navigator will also be expected to undertake reception duties as part of the role, supporting the administrative team in delivering a polite and professional service to the entitled patient population.
You will work as part of a team providing a professional and effective telephone service to patients following the practices policies and procedures, ensuring accuracy at all times.
Main duties of the job
Offer general assistance to the Practice team and project a positive and friendly image to patients and other visitors.
Assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective way.
Undertake a variety of administrative duties to assist the Practice.
Facilitate effective communication between patients, members of the primary healthcare team, secondary care, and other associated healthcare agencies.
Have an overview and utilise the clinical resources across multiple locations to ensure patients are directed appropriately.
You must work at all times within your competence and use your own judgement, knowledge and common sense in your day to day activities.
About us
This is an opportunity to join a circa 16,000 patientPractice which currently operates over three sites in Treorchy and Treherbert within the North Rhondda Cluster. You will be part of a multi disciplinary team that includes GP Partners, Salaried GPs, Mental Health Practitioner, Pharmacists and Physiotherapists. The Practice is committed to multi disciplinary team working in its delivery of healthcare to the community.
The practice is a training establishment for GP registrars. The professional development of individuals is recognised and championed including opportunities to extend scope of practice or progress a specialist interest in an area.
You will be fully supported by our GPs & practice management team and as a patient-focused practice, in-turn you will be asked to deliver the highest quality service to our patients and our practice community.
6 GP Partners and 8 salaried GPs
2 x Clinical Pharmacists; 1 Advanced Mental Health Practitioner
4 Nurses, 3 Healthcare support workers
Direct access to Physiotherapy, MIND counselling & Wellbeing coordinator
Dedicated & experienced Care Navigation & Administrative team
Please visit Practice Website
Job responsibilities
The following are the core responsibilities of the care navigator. There may be, on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels.
Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately.
Process patient requests for appointments and telephone calls and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition.
Initiate contact with and respond to requests from patients, team members and external agencies.
Photocopy documentation as required.
Data entry of new and temporary registrations and relevant patient information as required.
Input data into the patients healthcare records as necessary.
Direct requests for information, for example SAR, insurance and solicitors letters and DVLA forms, to the administrative team
Manage all queries as necessary in an efficient manner.
Carry out system searches as requested.
Maintain a clean, tidy, effective working area.
Monitor and maintain the reception area and noticeboards.
Support all clinical staff with general tasks as requested.
Undertake all mandatory training and induction programmes.
Attending 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.
Contribute to public health campaigns for example flu clinics through advice or direct care
In addition to the primary responsibilities, the care navigator may be requested to
a. Participate in practice audit as directed by the audit lead.
c. Action incoming emails, tasks, texts when necessary
d. Scan patient related documentation and attach scanned documents to patients healthcare records.
e. Complete opening and closing procedures in accordance with the duty rota.
f. As required, support the prescribing clerk team in the management of repeat prescriptions, ensuring that they are processed accurately and efficiently.
Person Specification
Qualifications
* Educated to GCSE level or equivalent
* Active signposting or Care Navigator training qualification
* Healthcare qualification, level 2 or working towards gaining equivalent level
ADDITIONAL CRITERIA
* Excellent communication skills (written and oral)
* Clear, polite telephone manner
* Effective time management, planning and organising
* Ability to work as a team member and autonomously
* Good interpersonal skills
* Ability to follow clinical policy and procedure
* Understand and observe strict confidentiality
* Competent in the use of Office and Outlook
* EMIS,SystmOne and Vision user skills
Experience
* Experience of working with the public
* Experience of working in a healthcare setting
* Experience of working in a primary care environment
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.
£12.21 an hourHourly Rate: £12.21 18 to 32.5 hours a week
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