Care Navigator

Job description

Job responsibilities

Job Responsibilities

Care Navigation Duties

• Receive, assist and direct patients in accessing the most appropriate service of a healthcare professional in a courteous, efficient and effective way
• Meet and greet patients, providing a friendly and helpful welcome
• Direct patient to follow the PATCHs appointment protocol, either over the telephone or in person
• Triage patients who request urgent treatment in line with Practice procedures
• Cancel or rearrange clinics where necessary
• Receive telephone calls and deal with enquiries and messages and direct patients to the appropriate service as necessary
• Emailing and Photocopying documents as required
• Explain practice arrangement and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed
• Enter patient information onto the computer as required
• Provide administrative support to clinical staff and other members of the team
• Opening and closing the premises at the start and end of the day
• Attend and participate in Practice and Team meetings as required

General Duties

• Ensure that all queries from patients are handled efficiently and courteously
• Keep surgery premises today and safe at all times
• Maintain patient confidentiality at all times
• Have a working knowledge of the telephone systems
• Receive and make calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt delivery

Overall Responsibility

• Undertake any other appropriate duties or responsibilities as directed by the Patient Services Manager, Practice Management and GP Partners
• To ensure effective communication with all clinicians and other practice and community staff based at the Surgery
• Be aware of, and adhere to, Practice policies in relation to health and safety at work and fire precautions.
• To attend appropriate training courses

Other Tasks

• Clear rooms after surgeries when necessary
• Chaperone duties for clinicians
• Complete opening and closing procedures in accordance with the room rota
• Ensure building security have thorough knowledge of doors/windows/alarm
• Advise patients of relevant charges for private services and accept payments and issue receipts for the same

Person Specification

Please Note:

Essential

• Ensure that your application is entirely your own original work. Applications found to be generated by artificial intelligence (AI) will not be considered.

Experience

Essential

• - Previous experience in a customer-facing role dealing with the public / patients
• - Experience of working in a busy office / administrative environment
• - Proven ability to work as part of a team
• - Very good organisational skills and use of initiative
• - Previous experience that demonstrates good attention to detail and accuracy.

Desirable

• - Experience working in a GP practice, primary care or NHS setting
• - Experience using clinical systems (e.g. EMIS, Docman)
• - Knowledge of medical terminology

Personal Attributes

Essential

• - Friendly and approachable
• - Reliable and punctual
• - Team player with a proactive attitude
• - Understanding, acceptance and adherence to the need for strict confidentiality Ability to use own judgment and to work without direct supervision and to determine workload priorities
• - Ability to work as part of a multi skilled team Able to work in a changing environment
• - Pleasant and Articulate Smart appearance
• - Good communication skills ability to communicate with patients, staff and external agencies

Qualifications

Essential

• - Good level of general education to include English and Maths at Level 5 (C) or above.
• - Working experience of computer systems to include Microsoft suite

Desirable

• - Customer Care training

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

Newton Drive Health Centre

Address

Newton Drive

Blackpool

FY3 8NX

Employer's website

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