Job summary
We are seeking an enthusiastic and motivated Care Navigator to join our team. The Care Navigator will act as the first point of contact for patients, providing a high standard of service to ensure they are directed to the most appropriate source of care in a timely and efficient manner. This role is integral in supporting both patients and clinical teams by coordinating appointments, signposting to relevant services, and assisting with the smooth running of practice operations.
This is a 12 month fixed term maternity cover for 30.5 hours per week. This shift pattern is as follows: Monday 11:00-18:45, Tuesday 08:00-13:00, Wednesday 13:00-18:45, Thursday 08:30-13:00 and Friday 10:30-18:45. If any permanent vacancies arise during your employment, you will be considered for this opportunity if you would like to be. Additional hours will be available to provide cover as well as the possibility of occasional Saturday mornings.
Main duties of the job
The care navigator team is pivotal to the service we provide and is an essential role in the practice, providing the first point of contact for our patients.
Our care navigator team spend a good percentage of their time on the telephone, so a good telephone manner and enjoyment of telephone contact is essential. You will ideally have some experience in primary care or customer service, however full training and support is available for the right applicant. You must have excellent verbal and written English, be IT literate, and enjoy working with people.
About us
We are located within a modern building in the village of Westbury on Trym and serve a varied patient population. We support and encourage all our staff to develop within their roles and believe in a good work life balance. You will be working alongside a strong team of doctors, nurses, allied healthcare professionals, student doctors and nurses and a dedicated administrative team, all of whom pride themselves in providing high quality patient care.
Job description
Job responsibilities
The duties and responsibilities to be undertaken by members of the care navigator team include any or all of the items in the following list. Duties may be varied from time to time under the direction of the care navigator team leader, dependent on current and evolving practice workload and staffing levels:
Opening up / locking up of the Practice premises in accordance with Practice protocols.
- Maintaining and monitoring the practice appointments system by managing patient calls appropriately
- Signposting patients to other more suitable services as appropriate
- Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
- Contact patients and external agencies as requested by members of the Primary Health Care Team
- To provide cover for members of the care navigator team during periods of sickness and annual leave changing shifts where necessary
- Taking messages and passing on information
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
Ad-hoc Duties
Whilst primarily the role of the individual is to answer incoming phone calls form patients. From time-to-time the duties and responsibilities may extend to:
- Monitor the flow of patients into consulting rooms and treatment rooms
- Processing and distributing incoming (and outgoing) mail
- Periodically checking incoming e-mails
- Filing and retrieving paperwork
- Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
- Charging patients the appropriate amount for private work, providing a receipt to the patient and recording the charge in the petty cash book
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
Job description
Job responsibilities
The duties and responsibilities to be undertaken by members of the care navigator team include any or all of the items in the following list. Duties may be varied from time to time under the direction of the care navigator team leader, dependent on current and evolving practice workload and staffing levels:
Opening up / locking up of the Practice premises in accordance with Practice protocols.
- Maintaining and monitoring the practice appointments system by managing patient calls appropriately
- Signposting patients to other more suitable services as appropriate
- Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
- Contact patients and external agencies as requested by members of the Primary Health Care Team
- To provide cover for members of the care navigator team during periods of sickness and annual leave changing shifts where necessary
- Taking messages and passing on information
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
Ad-hoc Duties
Whilst primarily the role of the individual is to answer incoming phone calls form patients. From time-to-time the duties and responsibilities may extend to:
- Monitor the flow of patients into consulting rooms and treatment rooms
- Processing and distributing incoming (and outgoing) mail
- Periodically checking incoming e-mails
- Filing and retrieving paperwork
- Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
- Charging patients the appropriate amount for private work, providing a receipt to the patient and recording the charge in the petty cash book
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
Person Specification
Qualifications
Essential
- 3 GCSEs including English and Maths at C or above
Desirable
Experience
Essential
- Experience of dealing with patients / customers via telephone
- Experience of dealing with the patients / customers face to face
Desirable
- Experience of working in a public reception environment
- Experience of EMIS clinical system
- Experience of working in primary care
Person Specification
Qualifications
Essential
- 3 GCSEs including English and Maths at C or above
Desirable
Experience
Essential
- Experience of dealing with patients / customers via telephone
- Experience of dealing with the patients / customers face to face
Desirable
- Experience of working in a public reception environment
- Experience of EMIS clinical system
- Experience of working in primary care
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.
