Job responsibilities
Key tasks
Process and effectively signpost patients to the appropriate healthcare services and to appropriate local services: this requires awareness and knowledge of services/ providers and how to direct people toward them
Process patient requests for appointments, performing an assessment of patients needs
Initiate contact with and respond to requests from patients, team members and external agencies
Enter appropriate coding data on SystmOne where required
Input data into the patients healthcare records as necessary
Manage all queries as necessary in an efficient manner
Carry out system searches as requested
Support sifting clinical staff with general tasks as requested
Undertake all mandatory training and induction programmes
Maintain and monitor all online requests are action in a timely manner
Support Care Navigators, providing cover during staff absences
Organisation of patient contacts considering symptoms and priority flags
To be able to work autonomously
Maintain a clear sense of role and responsibility within a team
Patient/Customer Care:
Process online consultations requests for appointments, visits, medication support and telephone consultations.
Identify the care and support needs of the patients and ensure there are signposted correctly
Support patients to utilise support links and other services when required
Provide coordination and navigation through relevant pathways, liaising with all stakeholders as appropriate, accessing & auditing IT systems to ensure relevant information is available.
Access up-to-date, accurate information for a range of services to provide support for an individual and where appropriate carers
Initiating contact with and responding to, requests from patients, team members and external agencies
Communicate clearly and sensitively with patients, family members and other professionals
Adapt communication style and method to best support patient preference and need
Other tasks:
Undertake a variety of System One tasks to assist in the smooth running of the service.
Responding to system wide alerts.
Contributing to the development and improvement of services to patients.
To assist your colleagues in learning new procedures and offering support across the team when required.
Assist in devising and getting agreement on multi-agency guidance to support the MDT function.
Personal/Professional Development
The postholder 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.
- To partake in and help build on bespoke training for the Care Navigation service alongside Clinical Support
Communication
The postholder should recognize 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.
Quality
The postholder will strive to maintain and improve 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.
Contribution to the implementation of services
The postholder 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 and complete audits where appropriate completing reports to detail these
- Assist in devising and getting agreement on policies and protocols with multi-agency guidance to support the MDT function
The details contained in this Job Description are not exhaustive and may change as the post develops.
Health and Safety
Ensure all members of staff comply with the Groups health and safety policy
Carry out risk assessments to comply with current Health and Safety legislation
Ensure any health and safety concerns are reported to the Operations Manager
To be aware of and adhere to applicable practice rules, regulations, legislation and procedures, national legislation (Health and Safety, COSHH, Data Protection).
Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers, and colleagues
Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with group processes and policies and current legislation
Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues
Behaving in a manner that is welcoming, non-judgemental and respects the individuals circumstances, feelings, priorities, and rights
The details contained in this job description are not exhaustive and may change as the post develops.
Governance:
Identify and record risks and issues, developing contingency plans with service and contract leads
Ensure the PCN is compliant with health and safety policies and procedures to reflect current best practice
Ensure that the PCN board and Clinical director adhere to the governance structure as set out in the network agreement
Confidentiality:
To maintain confidentiality of information acquired while undertaking duties for the practice.
The post holder must maintain confidentiality, security and integrity of information relating to patients, staff and the business.
In the performance of the duties outlined in this job description, the postholder will have access to confidential information relating to patients and their carers, practice staff and other healthcare workers.
They will 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.
Any breach of confidentiality will be regarded as gross misconduct.
Training:
Undertake all mandatory training and induction programmes, and ensuring all mandatory training is maintained and up to date
