Job summary
Care Navigator
Conductors are the first point of contact in GP surgeries, guiding patients to
the appropriate services. Your role will
provide support to our Total Triage to optimise the patients journey, taking
every opportunity to ensure that requests are managed appropriately whilst
delivering the best service.
Care Navigator conductors
will accurately update patient records including system notes, patient data
adhering to GDPR and data protection protocols. Problem solving patient issues effectively,
identifying, and escalating urgent problems to clinical staff immediately.
You will be
expected to develop and maintain an in-depth knowledge and an understanding of
the services provided in the practice, and in the wider health community.
On a rotational
basis, covering the reception desk dealing with patient enquiries face to face.
Managing patient requests via SystmConnect and actioning in a timely manner. To guide patients on how to use online access
tools, the NHS App, and other digital resources.
Full Time Hours Working at Brigg - Monday to Friday
Mon, Tues, Fri, 10.30 - 18.30. Wed 8.00 - 16.00. Thurs 11.00 - 18.30
Main duties of the job
To manage telephone, face to face and online appointments via SystmConnect and action in a time
To process and effectively signpost patients to the
appropriate healthcare professionals and community services
To maintain and monitor practice appointment systems
To
use SystmOne to correctly document patient appointments, messages, requests,
contact details and correspondence
To
ensure patients receive timely, appropriate care, reducing pressure on our GPs
and making the best use of the NHS and local support systems
To
encourage excellent communication, when meeting and greeting and over the
telephone
To
inform patients of any delays or cancellation of appointments
To
receive samples using the correct protocol
To
ensure the receptions waiting areas are kept clean and tidy
About us
Riverside Brigg is a purpose built practice in the centre of Brigg. The branch surgeries are located in Broughton, Crowle, Keadby, and Skippingdale. Five GP partners care for nearly 24,000 patients; we are a Training
Practice, host medical students and nurses and also offer work placements. We are a dispensing practice with a pharmacy in Brigg and Broughton and a Dispensary at Crowle and Keadby. The partners have specialist interests in Cardiology, Dermatology, Diabetes, Minor Surgery and Respiratory. The Urgent Care Team manages on the day demand offering
emergency appointments and telephone advice. The Practice Nursing Team manage long term conditions. The Practice Pharmacist's manage prescribing and medicines optimisation. The Clinical Team is supported by a multi-professional Administration Team.
Job description
Job responsibilities
Main Duties &
Responsibilities
Patient Services
To manage telephone, face to face and online
appointments via SystmConnect and action in a timely
To process and effectively signpost patients to the
appropriate healthcare professionals and community services
To maintain and monitor practice appointment systems
To
use SystmOne to correctly document patient appointments, messages, requests,
contact details and correspondence
To
ensure patients receive timely, appropriate care, reducing pressure on our GPs
and making the best use of the NHS and local support systems
To
encourage excellent communication, when meeting and greeting and over the
telephone
To
inform patients of any delays or cancellation of appointments
To
receive samples using the correct protocol
To
ensure the reception waiting areas are kept clean and tidy
Data Administration
To
ensure the security, privacy and confidentiality of patient information in all
its forms
To
ensure the privacy and confidentiality of patient information in all its forms
during its destruction or disposal
General Responsibilities
The
Care Navigator Conductor will work collaboratively with the other Care Navigators
Conductors, supporting each other and meeting regularly as a team during PLT
Training
The
Care Navigator Conductor will be expected to establish strong links with
external agencies and employees e.g. Pharmacies, Health and Wellbeing
Development Practitioners
Job description
Job responsibilities
Main Duties &
Responsibilities
Patient Services
To manage telephone, face to face and online
appointments via SystmConnect and action in a timely
To process and effectively signpost patients to the
appropriate healthcare professionals and community services
To maintain and monitor practice appointment systems
To
use SystmOne to correctly document patient appointments, messages, requests,
contact details and correspondence
To
ensure patients receive timely, appropriate care, reducing pressure on our GPs
and making the best use of the NHS and local support systems
To
encourage excellent communication, when meeting and greeting and over the
telephone
To
inform patients of any delays or cancellation of appointments
To
receive samples using the correct protocol
To
ensure the reception waiting areas are kept clean and tidy
Data Administration
To
ensure the security, privacy and confidentiality of patient information in all
its forms
To
ensure the privacy and confidentiality of patient information in all its forms
during its destruction or disposal
General Responsibilities
The
Care Navigator Conductor will work collaboratively with the other Care Navigators
Conductors, supporting each other and meeting regularly as a team during PLT
Training
The
Care Navigator Conductor will be expected to establish strong links with
external agencies and employees e.g. Pharmacies, Health and Wellbeing
Development Practitioners
Person Specification
Experience
Essential
- Excellent Communication and Interpersonal Skills
- Good Computer and Keyboard Skills
- Call Handling
- Ability To Work As Part Of A Team
- High Standard Of Accuracy and Recording of Data
- Flexible Working Approach
- Empathetic Approach
- Ability to Work Under Pressure
Desirable
- NHS Experience
- Previous Experience Of Working In Primary Care
- SystmOne Knowledge Would Be An Advantage
Qualifications
Essential
- GCSE Grade A to C in English and Maths
Experience
Essential
- Previous Customer Services Experience
Desirable
- Knowledge Of Microsoft Office (Outlook, Word, Excel)
- Knowledge Of Medical Terminology
Person Specification
Experience
Essential
- Excellent Communication and Interpersonal Skills
- Good Computer and Keyboard Skills
- Call Handling
- Ability To Work As Part Of A Team
- High Standard Of Accuracy and Recording of Data
- Flexible Working Approach
- Empathetic Approach
- Ability to Work Under Pressure
Desirable
- NHS Experience
- Previous Experience Of Working In Primary Care
- SystmOne Knowledge Would Be An Advantage
Qualifications
Essential
- GCSE Grade A to C in English and Maths
Experience
Essential
- Previous Customer Services Experience
Desirable
- Knowledge Of Microsoft Office (Outlook, Word, Excel)
- Knowledge Of Medical Terminology
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.
