Job summary
Are you looking for a new rewarding opportunity in a
progressive and developing organisation? Come and join the Heart of Lincoln
Medical Group based in Lincoln.
At the Heart of Lincoln Medical Group we are committed to
delivering exceptional care and support to our community. As a forward-thinking
and inclusive organisation, we pride ourselves on our collaborative culture,
professional development opportunities, and dedication to patient wellbeing.
We are looking for a motivated, polite, confident, and empathetic Patient Care
Navigator to join our dynamic team. Youll be the first point of contact for
patients via telephone or in person on one of our sites receptions, providing a
warm and professional service while guiding them to the most appropriate care
pathway.
We have 3 sites that the group operates out of :- Portland
Street (Lead Practice), Newark Road Surgery and Lincoln University Health
Services. Part of Lincoln Healthcare Partnership PCN
To apply please send you CV and covering letter to Ruth Fisher at ruth.fisher18@nhs.net
Main duties of the job
To
support the practice clinical team by signposting patients to the appropriate
healthcare professional or service, working as part of the practices
multidisciplinary team.
- Answer incoming calls promptly and
professionally
- Assess patient needs and signpost to the most
appropriate service
- Provide accurate information and support to
patients
- Maintain detailed records of patient
interactions
- Collaborate with clinical and administrative
teams to ensure seamless patient navigation
- Ensure confidentiality and compliance with data
protection policies
About us
At Heart of Lincoln Medical Group (HLMG)
Our Vision: Bringing communities and healthcare together to make lives better.
Our Values:
- Working together across all sites for the benefit of our Patients
- Demonstrating a commitment to quality of care and compassion are central to all we do.
- Building and maintaining a positive, supportive environment for our healthcare teams to thrive in.
- Improvement through innovation.
At HLMG we have a supportive and inclusive work environment. Committed to staff development we strive for continuous improvement to our patient service provision. We work collaboratively with our PCN and other neighbourhood teams.
Job description
Job responsibilities
As Patient Care Navigator at HLMG your role is tosupport 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. Main duties include:
- Process
and effectively signpost patients to the appropriate healthcare professional,
depending on the presenting condition
- Answer
incoming phone calls, transferring calls or dealing with the callers requests
appropriately
- Perform
to agreed targets and KPIs
- Process
patient requests for appointments
- Initiate
contact with and respond to requests from patients, team members and external
agencies
- Enter
read/SNOMED CT code data
- 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, e.g., SAR, insurance/solicitors letters and DVLA
forms, to the administrative team
- Manage
all queries as necessary in an efficient manner
Job description
Job responsibilities
As Patient Care Navigator at HLMG your role is tosupport 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. Main duties include:
- Process
and effectively signpost patients to the appropriate healthcare professional,
depending on the presenting condition
- Answer
incoming phone calls, transferring calls or dealing with the callers requests
appropriately
- Perform
to agreed targets and KPIs
- Process
patient requests for appointments
- Initiate
contact with and respond to requests from patients, team members and external
agencies
- Enter
read/SNOMED CT code data
- 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, e.g., SAR, insurance/solicitors letters and DVLA
forms, to the administrative team
- Manage
all queries as necessary in an efficient manner
Person Specification
Qualifications
Essential
- Educated to GCSE Mathematics & English (C or above) or equivalent
Desirable
- Healthcare qualification (level 2) or working towards gaining equivalent level
- Customer service qualification (NVQ) or equivalent
Experience
Essential
- Experience of working with the public
Desirable
- Experience of working in a primary care environment
- Experience working in a GP Practice
- Experience of working in a healthcare setting
- Experience working in a call centre
- SystmOne experience
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills
- 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
- Problem-solver with the ability to process information accurately and effectively, interpreting data as required
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure/in stressful situations
- Ability to perform and achieved agreed targets and KPs
- Able to communicate effectively and understand the needs of the patient
Desirable
- Competent in the use of Office and Outlook
- SystmOne experience
Person Specification
Qualifications
Essential
- Educated to GCSE Mathematics & English (C or above) or equivalent
Desirable
- Healthcare qualification (level 2) or working towards gaining equivalent level
- Customer service qualification (NVQ) or equivalent
Experience
Essential
- Experience of working with the public
Desirable
- Experience of working in a primary care environment
- Experience working in a GP Practice
- Experience of working in a healthcare setting
- Experience working in a call centre
- SystmOne experience
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills
- 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
- Problem-solver with the ability to process information accurately and effectively, interpreting data as required
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure/in stressful situations
- Ability to perform and achieved agreed targets and KPs
- Able to communicate effectively and understand the needs of the patient
Desirable
- Competent in the use of Office and Outlook
- SystmOne experience
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.
