Care Navigator

Job description

Job responsibilities

Job Summary

To support the practice team by signposting patients to the appropriate healthcare professional or service, working as part of the practices multidisciplinary team.

The care navigator will also be expected to undertake reception duties as part of the role, supporting the administrative team in delivering a polite and professional service to the entitled patient population.

Primary Key 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 upon factors such as workload and staffing levels and training:

Process and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition

Maintain and monitor the practice appointment system

Answer incoming phone calls, transferring calls or dealing with the callers request appropriately

Maintain and Monitor all online requests/Econsults are action in a timely manner

Initiating contact with and responding to, requests from patients, team members and external agencies

Clinically code data on TPP System 1 accurately

Photocopy documentation as required

Data entry of new and temporary registrations and relevant patient information as required

Ensure all queries for online registrations are auctioning promptly

Input data into patients healthcare records as necessary

Direct requests for information, i.e., SAR, insurance/solicitors letters and DVLA forms to the administrative team

Manage all queries as necessary in an efficient manner

Carry out system searches as requested

Maintain a clean, tidy, effective working area at all times

Monitor and maintain the reception area and notice boards

Support all Practice staff with general tasks as requested

Participate in audit as directed by the audit lead

Support Care Navigators/Administrators, providing cover during staff absences

Action incoming emails and correspondence as necessary

Scan patient related documentation and attach scanned documents to patients healthcare records and code accurately.

Complete opening and closing procedures in accordance with the duty rota

As required support POD Team in the management of repeat prescriptions, ensuring they are processed accurately and efficiently.

Produce, maintain and participate in the Care Navigators rota for lunch and out of hours cover

Undertake all mandatory training and induction programmes, and ensuring all mandatory training is maintained and up to date

Support the with the Patient Participation Group related matters

Support the health promotion lead and display promotional material on the allocated noticed boards and in the waiting room

To liaise and arrange meetings as required and to attend meetings and take minutes

To retrieve medical records and assist the completion of medical/insurance records

Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed

Contribute to public health campaigns (e.g., flu clinics) through advice or direct care

Person Specification

Experience

Essential

• Experience of working in a primary care environment
• Experience of working with the public
• Experience of working in a healthcare setting

Clinical knowledge and skills

Essential

• Clinical knowledge and skills

Other requirements

Essential

• Flexibility to work outside core office hours and full cover for Sickness and holidays
• Disclosure Barring Service DBS check
• Occupational health clearance

Qualifications

Essential

• Educated to GCSE level or equivalent

Desirable

• Active signposting or Care Navigator training qualification
• Healthcare qualification level 2 or working towards gaining equivalent level
• Customer Service qualification NVQ or equivalent

Skills

Essential

• Excellent communication skills (written and oral)
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• SystmOne user skills
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Ability to follow clinical policy and procedure

Desirable

• Competent in the use of Office and Outlook
• SystmOne user skills

Personal qualities

Essential

• 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 utilise resources
• Punctual and committed to supporting the team

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

Tudor Practice Stockland Green

Address

Stockland Green PCC

192 Reservoir Road, Erdington

Birmingham

B23 6DJ

Employer's website

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