Navigation Officer

Job description

Job responsibilities

JOB DESCRIPTION - NAVIGATION OFFICER

Summary of Post

Receive via e consult/ query/ email to provide an assessment of patient needs working with GP /ANP Navigator lead. Navigate to the appropriate clinical service available. The officer will have a greater degree of independent autonomous working, with supervision and mentoring from a relevant line manager/clinical staff

1 To receive requests for medical/non-medical help from patients via third party navigation product and via email and triage to appropriate team members using clinical appointment system.

2 Assess the availability of appointments and consider referring where appropriate to third parties, eg, UPCC, pharmacists, dentists, opticians, NHS111 and other health board community services such as minor injuries, a+e, audiologists, mental health practitioners, district nurses etc

3 Allocate patient requests based on an urgent, semi urgent and routine basis and the expertise of clinical /non clinical team members.

4 Contact patient once assessment has been carried out. This is to be done via telephone, text/email. On the day appointments should be called first.

5 Enter triaging decisions onto clinical system appointment and provide feedback to patient of proposed actions including follow up action of instructions to patient.

6 Work closely with GP/ANP navigator following Standard Operating Procedures.

7 Supervise IT systems ensuring clinical/non clinical requests are received and actioned in a timely manner.

8 Liaise with Management to ensure smooth running of services with particular focus on reviewing waiting times, clearing of on hold queries, and future workforce planning.

9 . Re-arrange appointments for patients if a clinician calls in sick.

10 Review third party referrals for home visit requests.

11 Deal with emergency requests from staff and third party.

12 Liaise and ensure suitable cover for holidays or sickness.

13 Undertake future training to improve the navigation service

14 Train and inform other members of staff on how patients can access navigation service with particular focus on training staff to focus on capturing all medical information needed for the navigation team.

15 Liaise with administrative support team outside navigation system to support running of their departments eg. Complaints, prescribing officers, dispensing services and information governance etc

16 To provide data on request to partners and management with regards to effectiveness of the service.

17 Provide Accurate up-to-date record keeping, creating and maintaining a database of local services.

Health and Safety/Risk Management: -

a) The officer must comply at all times with the practices health and safety policies, in particular by following agreed safe working procedures and reporting incidents using the organisations Incident Reporting System.

b) They will comply with the Data Protection Act (1984) and the Access to Health Records Act (1990).

Equality and Diversity: -

a) They must co-operate with all policies and procedures designed to ensure equality of employment. Co-workers, patients and visitors must be treated equally irrespective of gender, ethnic origin, age, disability, sexual orientation, religion etc.

Respect for patient confidentiality: -

a) The officer should respect patient confidentiality at all times and not divulge patient information unless sanctioned by the requirements of the role.

Person Specification

Qualifications

Essential

• Good standard of general education
• Standard Grade Mathematics or Equivalent
• Standard Grade English or Equivalent
• NVQ in Customer Service or Administration/Secretarial

Behaviours

Essential

• Planning and organising
• Performing under pressure
• Adaptability
• Team working
• Self motivated
• Flexibility in working at either surgery site and hours worked
• Confidentiality

Knowledge

Essential

• An understanding of a General Practice

Experience

Essential

• Practical experience of working with others in a team
• Experience of using own initiative
• Experience of customer service

Desirable

• Practical experience of INPS Vision or other medical computerised recording systems

Skills

Essential

• Excellent communication skills (Written and Oral)
• IT skills including ability to analyse, manipulate and present data using graphs and tables
• Time Management and the ability to work to deadlines
• Problem solving skills
• Interpersonal skills

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

Bradley's Practice

Address

Buckley Medical Centre

Alltami Road

Buckley

Flintshire

CH7 3PG

Employer's website

http://www.bradleyspractice.wales.nhs.uk/home (Opens in a new tab)