Care Navigator

Job description

Job responsibilities

The following are the core responsibilities of the Care Navigator. There may be, on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels:

1. To create a welcoming and friendly environment for patient when they are in the surgery, by overcoming communication barriers and treating patients with compassion and respect.
2. Dealing effectively as a first point of contact and / or escalation with complex queries from patients, other employees, managers and members of the public with regards to all healthcare provisions.
3. Become a shift leader for the team on a rota basis, with duties including allocation of tasks to colleagues, reviewing workload and resource, scheduling breaks where needed, taking responsibility for the effective completion of work during your shift and providing handover to next shift lead.
4. Dealing with all patient contacts regardless of contact method and action appropriately.
5. Process and effectively manage all patient requests in accordance with practice policy, ensuring that an online consult is completed for all requests and signposted according to matrix and training.
6. Proactively monitor and complete workflow tasks in all systems.
7. Proactively monitor patients requiring recalls for annual reviews to ensure that appropriate pre-appointment bloods / checks are carried out and ensure they are booked appropriately.
8. Process repeat prescription requests ensuring that patient needs are appropriately monitored.
9. Initiate contact with and respond to requests from patients, team members and external agencies.
10. Actively engage with patients / carers with information and advice on using the NHS App.
11. Enter SNOMED coding on EMIS in relation to patient contact, invitations for vaccinations / review appointments, decline coding where appropriate.
12. Ensure that HealthTech Hub is monitored and managed, and where necessary, registration queries / problems are investigated and resolved proactively.
13. Provide patients with clear information on Out of area registrations and ensure that processing of deduction / re-registration is actioned promptly and in line with practice policy.
14. Ensure patient record is updated appropriately at each point of contact, in line with DPA and safeguarding.
15. Direct requests for information, e.g. SAR, insurance/solicitors letters and DVLA forms, to the appropriate team.
16. Maintain and monitor new baby registration information ensuring that appointments for 6-week checks/ post-natal and 1st immunisations are booked and communicated.
17. Manage all queries as necessary in an efficient manner.
18. Maintain a clean, tidy, effective working area at all times.
19. Monitor and maintain the reception area and noticeboard staking note of any instruction / information provided.
20. Support all clinical staff with general tasks as requested.
21. Participate in practice audit as directed by the audit lead.
22. Support administrative staff, providing cover during staff absences.
23. Action incoming emails when necessary.
24. Complete opening and closing procedures in accordance with the duty rota.
25. Other tasks as necessary, in line with KPIs.

Person Specification

Knowledge and Skills

Essential

• Excellent communication skills (written and oral)
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Microsoft Office
• Effective time management (planning & organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Ability to follow policy and procedure
• Polite and confident
• Flexible and cooperative
• Motivated
• 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
• Able to communicate effectively and understand the needs of the patient
• Effectively utilises resources
• Punctual and committed to supporting the team effort
• Flexibility to work outside core office hours
• Disclosure Barring Service (DBS) check
• Understanding of confidentiality and safeguarding

Experience

Essential

• Experience of working in a primary care / GP Surgery.
• Experience of working with the general public

Desirable

• Experience of using EMIS, Docman and AccuRx.

Qualifications

Essential

• Educated to GCSE level or equivalent in Maths and English

Desirable

• Customer service qualification (NVQ) or equivalent

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

Engleton House Surgery

Address

2 Villa Road

Coventry

CV6 3HZ

Employer's website

https://www.engletonhousesurgery.nhs.uk (Opens in a new tab)