Care Navigator

Job description

Job responsibilities

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

Care navigate where possible, signposting patients to ensure timely and appropriate assistance.

Apply waiting room management processes.

Handle confidential and sensitive discussions, whether face-to-face or via telephone, maintaining privacy at all times.

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.

Promote online services including NHS App.Check patient ID and verify where appropriate in accordance with practice protocols.

Process requests for repeat medication in accordance with practice protocols.

Process GP2GP records in and out of the practice.

Receive and process specimens in accordance with practice protocol.

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.

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.

Scan correspondence onto clinical system.

Enter coded information into patient medical record as indicated.

Undertake general tidying of medical records including cutting down and tagging of referral letters, results and note cards in date order.

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

Using the master spreadsheet for reference, add and amend appointment templates onto the EMIS Web system for doctors, nurse practitioner, pharmacist ACP, nurses, registrars, students, HCAs etc. Ensure adequate cover at all 3 sites and liaise with colleagues to ensure when cover is reduced surgeries are booked accordingly.

Participate in overtime to cover absences of leave or sick leave. Cover will 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.

Assist the dispensers, taking in and handing out repeat prescriptions and dispensed medication. Take payment where appropriate.

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.

Conduct building opening and close down procedures.

This job description outlines the key duties of the role but is not an exhaustive list. You are 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

Qualifications

Essential

• Business administration, NVQ level 3 or equivalent experience

Behaviours

Essential

• Handle patient interactions with sensitivity and professionalism, both in person and over the phone.
• Demonstrate resilience and adapability when facing challenges.
• Collaborate effectively with the team to support seamless service delivery.
• Show openness and enthusiasm for continuous learning and development.

Skills

Essential

• Excellent IT skills, including Microsoft and email.
• Highly organised with the ability to manage multiple tasks and prioritise effectively.
• Strong administrative capabilities ensuring accuracy and efficiency in processes.
• Capable of quickly identifying, capturing and accurately recording critical information.

Desirable

• Experience of clinical software packages including EMIS Web, SystmOne, or Vision.

Experience

Essential

• Extensive experience of working in a patient or customer facing role
• Experience working in a role that required compliance with General Data Protection Regulation (GDPR) obligations.

Desirable

• Working in Primary Care or wider NHS

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

37 Eastgate

Hornsea

East Yorkshire

HU18 1LP

Employer's website

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