Care Navigator

Job description

Job responsibilities

Care Navigator

Reporting to Patient Services Supervisor / Practice Manager

Job Purpose

Provide the first point of contact for patients accessing our services. Deal with enquires professionally, courteously and in a confidential manner. Care Navigate patients to the most appropriate services in accordance with surgery protocols. Provide administrative support such as the appointments diary and templates, on call rota, staff rota for holiday and sickness cover. Patient services, care navigation, reception, administration.

Key Points

Deal with patient enquiries received electronically, by telephone and face to face.

Care Navigate as per practice protocols where possible to ensure patients get timely and appropriate assistance.

Conduct building opening and close down procedures.

Apply waiting room management processes.

Print patient summaries for home visits and check that home visits are actioned.

Deal with medical emergencies in accordance with practice procedures booking ambulance transport as requested.

Process information in respect of new registrations, deductions, changes of address and temporary resident applications ensuring that full information is given to the patient to enable them to access our services appropriately. Check patient ID and verify where appropriate in accordance with practice protocols.

Promote use of online apps including the NHS App.

Process requests for repeat medication in accordance with practice protocols.

Process GP2GP records in and out of the practice.

Receive and process specimens.

Liaise with ERS transport drivers in respect of collection of specimens and internal mail.

Relay results of tests and investigations to patients which have been filed on EMIS Web and commented on by medical staff. ALWAYS check before giving results and observe rules of confidentiality in relation to third party requests for information. Check with GP if uncertain.

Ensure that all messages for doctors, nurses and staff are passed on quickly and efficiently. Respond to and action tasks sent from EMIS Web clinical system.

Undertake filing and retrieval of medical records as necessary.

Advise patients where charges are made for non-NHS services and seek advice from relevant personnel in this respect. All requests for non-NHS services should be processed with a job sheet and given to the GP to complete. Payment is to be made before work is carried out. Take payment and issue receipts for non-NHS work.

Scan correspondence and enter coded information into patient record as indicated.

General tidying and digitising of medical records.

Liaise with Doctors, Nurses, Community Staff, and other authorised personnel in respect of general queries.

Participate in overtime to cover absences of leave or sick leave. Cover should be shared fairly between team members under the direction of the team leader.

Deal with concerns from patients, seeking advice from colleagues and team leader where appropriate.

Advise patients on the Complaints Procedure.

Ensure that all handovers to other staff are conducted efficiently and comprehensively to ensure continuity of service to doctors and patients.

Familiarise yourself with the Staff Manual and follow practice policies and guidelines.

This job description outlines the key duties of the role but is not an exhaustive list. You ae required to undertake any other duties as requested which are commensurate with the role to ensure the smooth running of the practice. The job description and rota may be amended to suit the needs of the business. Notice will be given of any proposed changes.

Person Specification

Behaviours

Essential

• Manage patient conversations sensitively both face-to-face and over the phone
• Work accurately and effectively
• Resilient
• Work collaboratively to ensure the smooth delivery of services
• Willingness to learn

Skills

Essential

• Excellent IT skills, including Microsoft and email
• Strong organisational skills
• Excellent administration skills
• Swiftly ascertain key information and record accurately
• Customer care
• Data Protection Act

Desirable

• Experience of EMIS Web/SystmOne/Vision clinical systems

Qualifications

Essential

• Business administration, NVQ level 3 or equivalent experience

Experience

Essential

• Handles difficult conversations skilfully
• Working in a patient or customer facing role

Desirable

• Working in 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.

Employer details

Employer name

Eastgate Medical Group

Address

919 Spring Bank West

Hull

HU5 5BE

Employer's website

https://www.eastgate-medical.info (Opens in a new tab)