Job responsibilities
JOB TITLE: Care
Navigator
DEPARTMENT: Reception
Reports to: Workforce Administrator/Management Team
Job Summary:
Receive, assist and direct patients in
accessing the appropriate service or healthcare professional in a courteous,
efficient and effective way.
Provide general assistance to the Practice
team and project a positive and friendly image to patients and other visitors,
either in person or via the telephone
Job Responsibilities:
Administration
- To
have a thorough knowledge of all Practice procedures
- To
work in accordance of written protocols
- Scan
relevant documents in to patient records
Reception
- Receiving
patients consulting with members of Practice team, directing to self
arrival where appropriate.
- Promote
services to patients ie online registration, patient partner, texting, Accurx.
Appointments
- Process
appointment requests for appointments from patients by telephone, online and in
person.
- Deal
with visits requests
Computer
- Registrations
of new patients
- Process
repeat prescription requests in accordance with Practice guidelines.
Telephone
- Use
headset when receiving or making out going calls in accordance with the
Practices health and safety guidelines.
- Answer
all calls promptly using the practice script.
- Deal
with queries as per the practices protocols.
Other Tasks
- Check
surgeries at the end of the day as per practice protocols.
- Ensure
building security is maintained.
- Any
other tasks allocated by the Administrator Team and Management Team
Confidentiality:
- In
the course of seeking treatment, patients entrust us with, or allow us to
gather, sensitive information in relation to their health and other
matters. They do so in confidence
and have the right to expect that staff will respect their privacy and act
appropriately
- In
the performance of the duties outlined in this Job Description, the
post-holder may have access to confidential information relating to
patients and their carers, Practice staff and other healthcare
workers. They may also have access
to information relating to the Practice as a business organisation.
All such information from any source is to be regarded as strictly
confidential
- Information
relating to patients, carers, colleagues, other healthcare workers or the
business of the Practice may only be divulged to authorised persons in
accordance with the Practice policies and procedures relating to
confidentiality and the protection of personal and sensitive data
Health & Safety:
The post-holder will assist in
promoting and maintaining their own and others health, safety and security as
defined in the Practice Health & Safety Policy, to include:
- Using
personal security systems within the workplace according to Practice
guidelines
- Identifying
the risks involved in work activities and undertaking such activities in a
way that manages those risks
- Making
effective use of training to update knowledge and skills
- Using
appropriate infection control procedures, maintaining work areas in a tidy
and safe way and free from hazards
- Reporting
potential risks identified
Equality and Diversity:
The
post-holder will support the equality, diversity and rights of patients, carers
and colleagues, to include:
- Acting in a way
that recognizes the importance of peoples rights, interpreting them in a
way that is consistent with Practice procedures and policies, and current
legislation
- Respecting the
privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a
manner which is welcoming to and of the individual, is non-judgmental and
respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
The
post-holder will participate in any training programme implemented by the
Practice as part of this employment, such training to include:
- Attend and
actively participate in Target
- Participation
in an annual individual performance review, including taking
responsibility for maintaining a record of own personal and/or
professional development
- eLearning which
will include, Safeguarding Adults/Children, Information Governance, Fire
Safety Awareness, Equality and Diversity, Health & Safety Awareness,
Conflict Resolution, Manual Handling, Prevent training.
Quality:
The
post-holder will strive to maintain quality within the Practice, and will:
- Alert other team
members to issues of quality and risk
- Assess own
performance and take accountability for own actions, either directly or
under supervision
- Contribute to
the effectiveness of the team by reflecting on own and team activities and
making suggestions on ways to improve and enhance the teams performance
- Work
effectively with individuals in other agencies to meet patients needs
- Effectively
manage own time, workload and resources
Communication:
The post-holder
should recognise the importance of effective communication within the team and
will strive to:
- Communicate
effectively with other team members
- Communicate
effectively with patients and carers
- Recognise
peoples needs for alternative methods of communication and respond
accordingly
Contribution to the Implementation of
Services:
The
post-holder will:
- Apply Practice
policies, standards and guidance
- Discuss with
other members of the team how the policies, standards and guidelines will
affect own work
- Participate in
audit where appropriate