Care Navigator

Job description

Job responsibilities

Main Duties and Responsibilities of the Post

Telephone System

• ensure the telephone system is operational at the beginning of each day.
• ensure telephone calls to the practice are answered in a timely manner and respond to call back requests.
• divert calls and take messages as appropriate.

Care Navigation

• effectively signpost patients to another service, offering self-help advice or booking with an appropriate clinician in the practices multi-disciplinary team in line with guidance on the care navigation toolkit.
• identify and prioritise: urgent/routine medical care appointments.
• ensure correct and accurate information is communicated to patients.

Enquiries

• respond to patient enquires eg new patient registrations; medical reports.
• respond to simple prescription requests and queries if complex refer to the appropriate team member for guidance and support.
• ability to deal with third parties such as hospitals, community services, pharmacies.
• ensure requests for home visits are dealt with in the correct manner.
• action requests for ambulance transportation if requested.

Clinical System

• ensure total familiarity with the appointment booking system including regular and incidental variations.
• book appointments appropriately.
• update medical records accurately.

Any other delegated duties considered appropriate to the role.

• administration duties, patient tasks and emails.
• recalling of patients.

Special requirements of the post

An understanding, acceptance, and adherence to the need for strict confidentiality.

Excellent listening, analytical and communication skills to effectively care navigate patients to the most appropriate care pathway.

Individual responsibilities as allocated by Managers.

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.

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:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.

Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

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.

Person Specification

Experience

Essential

• Customer Service experience
• I.T literacy

Desirable

• Experience of working in a GP Practice
• Call Handling experience

Qualifications

Essential

• GCSE grade A to C or eqvilalent in Maths & English

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.

Employer details

Employer name

Cambrian Medical Centre

Address

Thomas Savin Road

Oswestry

Shropshire

SY11 1GA

Employer's website

https://www.cambriansurgery.co.uk/ (Opens in a new tab)