Job summary
We are looking for new members of staff to join our care navigator team
We are a large GP practice based in West Derby , We are friendly , supportive and looking to train and develop staff with an NHS background , to work within our busy team
The role will include reception and telephone duties helping patients and also covering the busy admin area in which referrals are made , prescription requests are managed , post is opened and allocated and also supporting our large clinical team of Drs , Paramedics, Nurses, Pharmacists and our extended team to deliver care to patients
Main duties of the job
Duties include :
Dealing face to face and on the telephone with our patients
Helping and supporting our colleagues within the local community services and acute trusts
Dealing with all practice paperwork to include referrals . prescriptions and reports
Dealing with admin and email requests from patients and other stakeholders
Assisting clinicians as a chaperone when requested ( full training will be given )
Ensuring all patient registrations and deductions are completed in a timely and effective manner
Support the nursing team with baby clinics
Support the data team ensuring QOF and Local contracts are delivered effectively
About us
We are a friendly , large team consisting of clinical and non clinical roles
We work within a diverse team ethic where everyone is valued and full training is given to ensure all new staff have these values also
The role is full time , part time roles will be considered also , although we like all our staff to work 1 8:00am start per week and also work until 18:30 1 day per week . We also offer enhanced access hours to our patients and there is a rota for staff whereby you will be required to work until 20:00 on a tuesday
We offer 6 weeks annual leave ( pro rata ) exclusive of 8 bank holidays ( pro rata ) and we also pay for a 30 min lunch break in your working day if you work over 6 hours per day
We have regular staff training and also have a staff appreciation day each month plus a christmas shopping day allocated once a year
Uniform is provided and you can join the NHS pension scheme should you wish
Our aim is to build a happy , productive team that values their colleagues
If you feel this is a team you want to be part of , then please apply
Job description
Job responsibilities
JOB TITLE: Care Navigator West Derby Medical Centre
REPORTS TO: Leadership team
Accountable to : Head of Operations
HOURS: Flexible between 7:00 20:00 as per rota
SALARY: £12.68 per hour
Job Summary:
Receive, assist, and direct patients in accessing the appropriate service or healthcare professionals in a courteous, efficient, and effective way. To possess excellent customer care skills and ensure all patients and staff are offered an effective, efficient, and courteous service always
Provide general assistance within the whole Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
Job Responsibilities:
Administration
- To have a thorough knowledge of all Practice procedures and protocols and EMIS clinical system
- To work in accordance of written protocols
- Handling and opening of all mail coming into the surgery
- Scanning all hospital and clinics correspondence into the practice clinical system
- Digital fax and photocopy as requested
- Coding hospital discharge and clinic letters
- Taking action of all necessary hospital discharge letters/clinic letters
- Summarising patient files
- Registering & deducting new and old patients
- Checking NHS mail, OOH and electronic letters for any action needed i.e. eConsultations
- Using Iplato/Accurx to send text messages to patients
- Opening and closing of business premises
- Stocking clinicians rooms with all appropriate equipment
- Cold chaining (checking fridge temperatures are within range and reporting any abnormal readings to practice management)
- Use of PCSE for record movement and queries
Reception
- Navigating patients to the most appropriate services i.e. identifying emergencies, referring calls to nominated stakeholders .
- Liaising with patients at the reception desk and via telephone and also digitally
- Liaising with all non-practice staff i.e. ICB teams , Care home staff , Health Visitors, District Nurses Community matrons , Coroners office etc.
- Handling patient queries politely and courteously
- Processing repeat prescriptions
- Signing out controlled drug prescriptions
- Taking action of alerts for monitoring bloods/chronic illnesses ensuring patients are up to date
- Meeting QOF / IIF / GP Spec targets, and arranging appropriate appointments and adding correct invite codes
- Processing blood forms when instructed by GP or when checking if patient is overdue for any specific blood tests
- Making general referrals to Treatment room, district nurses etc.
- Creating receiving and completing tasks between clinical and non-clinical staff
- Processing letters to patients
- Identifying emergencies and ensuring all protocols are followed during these emergencies
- Proactively handling minor complaints from patients and referring to the leadership team when required
Appointments
- Process appointment requests for urgent on the day and future appointments from patients by telephone, in person, via email or eConsultation
- Taking home visit request
Digital Services
- Registrations of new patients computer data entry and medical records
- Process patients change of address computer data and medical records (have knowledge of Practice area boundary )
- Process repeat prescription request in accordance with Practice guidelines
Telephone
- Have working knowledge of telephone system, during and after hours
- Answer the telephone in polite and courteous and professional manner and adhere to practice guidelines at all times
- Handling complaints received from telephone on a courteous , polite manner
Other Tasks
- Clear rooms after surgeries and ensure they are stocked for the following day
- Ensure building security have thorough knowledge of doors/windows/alarm process
- Any other tasks and duties allocated by the leadership team that are deemed to be necessary
- Problem solving with colleagues in a positive , professional manner
- Team support
Confidentiality:
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may 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
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include:
- Using personal security systems within the workplace according to Practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Reporting potential risks identified
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner that is welcoming, is non-judgmental and respects their circumstances, feelings priorities and rights
Personal/Professional Development:
The post-holder 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
Quality:
The post-holder will strive to maintain 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
- Effectively manage own time, workload and resources
Communication:
The post-holder 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
- Recognize peoples needs for alternative methods of communication and respond accordingly
Contribution to the Implementation of Services:
The post-holder will:
- Apply Practice policies, standards and guidance at all times
- Participate in audit where appropriate
Job description
Job responsibilities
JOB TITLE: Care Navigator West Derby Medical Centre
REPORTS TO: Leadership team
Accountable to : Head of Operations
HOURS: Flexible between 7:00 20:00 as per rota
SALARY: £12.68 per hour
Job Summary:
Receive, assist, and direct patients in accessing the appropriate service or healthcare professionals in a courteous, efficient, and effective way. To possess excellent customer care skills and ensure all patients and staff are offered an effective, efficient, and courteous service always
Provide general assistance within the whole Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
Job Responsibilities:
Administration
- To have a thorough knowledge of all Practice procedures and protocols and EMIS clinical system
- To work in accordance of written protocols
- Handling and opening of all mail coming into the surgery
- Scanning all hospital and clinics correspondence into the practice clinical system
- Digital fax and photocopy as requested
- Coding hospital discharge and clinic letters
- Taking action of all necessary hospital discharge letters/clinic letters
- Summarising patient files
- Registering & deducting new and old patients
- Checking NHS mail, OOH and electronic letters for any action needed i.e. eConsultations
- Using Iplato/Accurx to send text messages to patients
- Opening and closing of business premises
- Stocking clinicians rooms with all appropriate equipment
- Cold chaining (checking fridge temperatures are within range and reporting any abnormal readings to practice management)
- Use of PCSE for record movement and queries
Reception
- Navigating patients to the most appropriate services i.e. identifying emergencies, referring calls to nominated stakeholders .
- Liaising with patients at the reception desk and via telephone and also digitally
- Liaising with all non-practice staff i.e. ICB teams , Care home staff , Health Visitors, District Nurses Community matrons , Coroners office etc.
- Handling patient queries politely and courteously
- Processing repeat prescriptions
- Signing out controlled drug prescriptions
- Taking action of alerts for monitoring bloods/chronic illnesses ensuring patients are up to date
- Meeting QOF / IIF / GP Spec targets, and arranging appropriate appointments and adding correct invite codes
- Processing blood forms when instructed by GP or when checking if patient is overdue for any specific blood tests
- Making general referrals to Treatment room, district nurses etc.
- Creating receiving and completing tasks between clinical and non-clinical staff
- Processing letters to patients
- Identifying emergencies and ensuring all protocols are followed during these emergencies
- Proactively handling minor complaints from patients and referring to the leadership team when required
Appointments
- Process appointment requests for urgent on the day and future appointments from patients by telephone, in person, via email or eConsultation
- Taking home visit request
Digital Services
- Registrations of new patients computer data entry and medical records
- Process patients change of address computer data and medical records (have knowledge of Practice area boundary )
- Process repeat prescription request in accordance with Practice guidelines
Telephone
- Have working knowledge of telephone system, during and after hours
- Answer the telephone in polite and courteous and professional manner and adhere to practice guidelines at all times
- Handling complaints received from telephone on a courteous , polite manner
Other Tasks
- Clear rooms after surgeries and ensure they are stocked for the following day
- Ensure building security have thorough knowledge of doors/windows/alarm process
- Any other tasks and duties allocated by the leadership team that are deemed to be necessary
- Problem solving with colleagues in a positive , professional manner
- Team support
Confidentiality:
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may 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
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include:
- Using personal security systems within the workplace according to Practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Reporting potential risks identified
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner that is welcoming, is non-judgmental and respects their circumstances, feelings priorities and rights
Personal/Professional Development:
The post-holder 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
Quality:
The post-holder will strive to maintain 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
- Effectively manage own time, workload and resources
Communication:
The post-holder 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
- Recognize peoples needs for alternative methods of communication and respond accordingly
Contribution to the Implementation of Services:
The post-holder will:
- Apply Practice policies, standards and guidance at all times
- Participate in audit where appropriate
Person Specification
Qualifications
Essential
- Good standard of education
Desirable
- Experience within an NHS setting with EMIS / Clinical system experience
Experience
Essential
- Must be able to work as part of a team and also autonomously
Desirable
- Experience of working within primary care
Person Specification
Qualifications
Essential
- Good standard of education
Desirable
- Experience within an NHS setting with EMIS / Clinical system experience
Experience
Essential
- Must be able to work as part of a team and also autonomously
Desirable
- Experience of working within primary care
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.