Care Navigator

Job description

Job responsibilities

Job Title: Care Navigator

Location: Kiveton Park

Overview of Role:

As a care navigator, you will be responsible for receiving, assisting, and directing patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective manner. You will provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Main Areas of Responsibility:

• Ensure an effective and efficient reception service is provided to patients and visitors
• Care navigate patients to the correct clinician when arranging appointments
• Deal with general enquiries, explain procedures, and make new and follow-up appointments
• Explain practice arrangements and formal requirements to new patients and those seeking temporary registration
• Inform waiting patients if the clinicians are running late and manage expectations appropriately
• Care navigate patients to the most appropriate clinician or service when arranging appointments, in line with practice protocols and triage pathways.
• Manage appointment bookings, including routine, urgent and specialist clinics
• Assist patients with the NHS app and other digital tools where appropriate
• Enter requests for home visits into EMIS Web, ensuring careful recording of all relevant details.
• Manage incoming and outgoing telephone calls in a timely, courteous and professional manner
• Divert calls and take accurate messages, ensuring prompt delivery to the appropriate team member
• Provide clear information to patients about practice services, processes and any relevant charges for private work
• Action repeat prescription requests in line with practice policies
• Advise patients of relevant charges for private services, accept payment and issue receipts. Informing patients of expected process times
• Cover colleagues during periods of annual leave and sickness to maintain service continuity
• Update patient information on the clinical system accurately and promptly
• Ensure correspondence, reports and results are scanned, date and filed promptly in the correct patient records
• Register new patients on to the computer system in a timely manner
• Manage GP2GP and GP links processes
• Remove deceased patients from the practice list and ensure notes are sent to the appropriate health authority
• Undertake additional duties as are reasonable requested by the Partners, Practice Manager or line Managers to support smooth practice operations
• Attend in-house training events and the Rotherham-wide meeting annually
• Keep up to date with CQC, safeguarding, and confidentiality requirement
• Complete mandatory and annual training
• Work as part of Rother Valley Primary care network

Confidentiality:

• Maintain strict confidentiality regarding all patient information and practice business at all times
• Only divulge information to authorised persons in accordance with practice policies and relevant legislation

Health & Safety:

• Promote and maintain health, safety, and security as defined in practice policies, procedures and guidelines
• Use personal security systems within the workplace according to the practice guidelines
• Identify risks in work activities and take appropriate action to minimise these
• Participate in infection prevention and control training and report potential risks or hazards to the appropriate person

Equality and Diversity:

• Support the equality, diversity, and rights of patients, carers, and colleagues
• Respect privacy, dignity, needs, and beliefs of all individuals

Personal/Professional Development:

• Participate in training and development programmes, including induction, mandatory training and role- specific learning
• Take responsibility for personal development and demonstrate skills to others
• Participate in the annual appraisal process
• Demonstrate skills and activities to others as appropriate

Quality:

• Maintain quality within the practice by following agreed policies, protocols and guidelines
• Alert other team members to issues of quality, safety or risk
• Assess own performance and take accountability for own actions, working effectively as a part of the wider team

Communication:

• Communicate effectively with colleagues, patients, carers and external agencies, using appropriate methods
• Recognise and respond to the need for alternative communication methods.
• Support effective communication and links between reception, clinical and management teams

Change and service improvement:

• Support the implementation of new systems, processes and ways of working to improve patient access and practice efficiency
• Contribute ideas and feedback to help develop and refine care navigation and triage processes

Person Specification

Qualifications

Essential

• GCSE level or equivalent in Mathematics & English
• Experience of working with the general public
• Excellent verbal and written communication skills
• Strong IT skills and confidence using computer systems
• Clear polite and professional telephone manner
• Effective time management and organisational skills
• Ability to work as a team member and independently
• Good interpersonal skills, with a friendly and approachable manner
• Problem solving skills and the ability to use imitative within defined protocols
• Ability to follow practice protocols and procedures accurately
• Flexible approach to work, including willingness to cover colleagues when needed
• DBS check
• Polite, confident and professional attitude
• Cooperative and supportive working style
• Forward thinking with a positive attitude to change and service improvement
• High levels of integrity, reliability and loyalty
• Ability to remain calm and work effectively under pressure

Desirable

• Experience of administration duties in a busy office or reception environment
• Experience of working in a healthcare or GP setting
• Experience using clinical systems

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

Kiveton Park Medical Practice

Address

Chapel Way

Kiveton Park

Sheffield

South Yorkshire

S26 6QU

Employer's website

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