Job summary
We are looking to appoint a highly motivated Care Navigator to
join our team. Our aim as a surgery is to provide a high quality, caring and
professional health care service to our population of 10,000 patients. Our Care
Navigator team are the first point of contact for all patients and act as a
focal point of communication between patients, doctors and other medical staff.
You will need to be able to demonstrate strong interpersonal and
communication skills, be organised, able to work to deadline and have the
ability to work as part of a team in a fast-past environment.
Previous experience of working within primary care is desirable
but not essential as full training will be provided.
Main duties of the job
The main duties of the Care Navigator role include:
Working alongside the duty doctor to support patients in booking appointments
Answering all telephone calls in a timely manner and signposting patients appropriately, responding to queries and liaising between patients, our clinical team, secondary care and other healthcare providers
Processing prescription requests
Keeping the reception area up-to-date with recent health campaigns, events, health information and signposting to other care providers
Call and recall projects aiming to provide patients with regular monitoring for those with ongoing medical conditions
Administrative tasks including liaising with external healthcare providers
Resolving complaints at the point of need and escalating to the Assistant Practice Manager if appropriate
Assisting clinical and administrative teams by ensuring the smooth running of the reception area and completing all assigned administrative tasks
About us
We have a large team made up of GPs, nurses, Physician Associates, Pharmacists, Physiotherapists, Social Prescribers, Health and Wellbeing Coaches, Mental Health Practitioners, Administrators and last but by no means least, our wonderful Care Navigators.
We are a busy surgery with 10,000 patients and every day is fast moving but we have an incredibly supportive team and we encourage an open, honest and friendly atmosphere.
Job description
Job responsibilities
JOB TITLE: CARE NAVIGATOR
REPORTS TO: ASSISTANT PRACTICE MANAGER
ACCOUNTABLE TO: GP PARTNERS &PRACTICE MANAGER
HOURS: FULL TIME (to cover practice hours as directed)
Job summary:
We are looking to appoint a highly motivated Care Navigator to join our team. Our aim as a surgery is to provide a high quality, caring and professional health care service to our population of 10,000 patients. Our Care Navigator team are the first point of contact for all patients and act as a focal point of communication between patients, doctors and other medical staff.
You will need to be able to demonstrate strong interpersonal and communication skills, be organised, able to work to deadline and have the ability to work as part of a team in a fast-paced environment.
Duties and responsibilities:
The duties and responsibilities to be undertaken by members of the Care Navigator team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Assistant Practice Manager, dependent on current and evolving practice workload and staffing levels:
- Opening up/locking up of practice premises and maintaining security in accordance with practice protocols
- Maintaining and monitoring the practice appointments system
- Supporting the duty doctor with Anima (online appointment booking system) and ensuring patient appointments are book as directed by the duty doctor
- Processing telephone requests and ensuring callers are directed to the appropriate healthcare professional
- Processing repeat prescriptions in accordance with practice guidelines
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
- Work with the practice management team to ensure external services are effectively advertised to patients, and demonstrate to patients how to navigate these services
- Call and recall (QOF) to ensure patients are offered regular appointments to monitor their ongoing health problems
- Appropriately add to patient notes when required for effective continuation of care
- Attend and contribute to meetings
- Fully comply with all company Health and Safety requirements, including reporting all accidents, near accidents, and hazards
Tasks and any other duties as requested by the management team
- Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
- Resolve complaints at the point of need and escalate to relevant person if appropriate.
- Assist clinical and support staff with the smooth running of the reception area and ensure all assigned administrative tasks are completed.
Working Pattern
Your hours will be within the core hours of Monday to Friday 8am to 6.30pm, with possible occasional sessions outside these hours; subject to change at the discretionof the management team
Flexibility is a necessity, including working additional hours when required
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, the practice health & safety manual, and the practice infection control policy and published procedures.
Equality and Diversity:
It is the responsibility of all employees to support our vision of promoting a positive approach to diversity and equality of opportunity, to eliminate discrimination and disadvantage in service delivery and employment, and to manage, support or comply through the implementation of Equality & Diversity Strategies and Policies.
Personal/professional development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, with 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
Statutory and Mandatory Training
All new staff are required to undertake Statutory and Mandatory training suitable to the role before starting their full duties. All required Statutory and Mandatory training must be completed within the first three months of staff start date and refresher training must also be undertaken on a regular basis and in accordance with the Statutory and Mandatory Training policy.
Job description
Job responsibilities
JOB TITLE: CARE NAVIGATOR
REPORTS TO: ASSISTANT PRACTICE MANAGER
ACCOUNTABLE TO: GP PARTNERS &PRACTICE MANAGER
HOURS: FULL TIME (to cover practice hours as directed)
Job summary:
We are looking to appoint a highly motivated Care Navigator to join our team. Our aim as a surgery is to provide a high quality, caring and professional health care service to our population of 10,000 patients. Our Care Navigator team are the first point of contact for all patients and act as a focal point of communication between patients, doctors and other medical staff.
You will need to be able to demonstrate strong interpersonal and communication skills, be organised, able to work to deadline and have the ability to work as part of a team in a fast-paced environment.
Duties and responsibilities:
The duties and responsibilities to be undertaken by members of the Care Navigator team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Assistant Practice Manager, dependent on current and evolving practice workload and staffing levels:
- Opening up/locking up of practice premises and maintaining security in accordance with practice protocols
- Maintaining and monitoring the practice appointments system
- Supporting the duty doctor with Anima (online appointment booking system) and ensuring patient appointments are book as directed by the duty doctor
- Processing telephone requests and ensuring callers are directed to the appropriate healthcare professional
- Processing repeat prescriptions in accordance with practice guidelines
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
- Work with the practice management team to ensure external services are effectively advertised to patients, and demonstrate to patients how to navigate these services
- Call and recall (QOF) to ensure patients are offered regular appointments to monitor their ongoing health problems
- Appropriately add to patient notes when required for effective continuation of care
- Attend and contribute to meetings
- Fully comply with all company Health and Safety requirements, including reporting all accidents, near accidents, and hazards
Tasks and any other duties as requested by the management team
- Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
- Resolve complaints at the point of need and escalate to relevant person if appropriate.
- Assist clinical and support staff with the smooth running of the reception area and ensure all assigned administrative tasks are completed.
Working Pattern
Your hours will be within the core hours of Monday to Friday 8am to 6.30pm, with possible occasional sessions outside these hours; subject to change at the discretionof the management team
Flexibility is a necessity, including working additional hours when required
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, the practice health & safety manual, and the practice infection control policy and published procedures.
Equality and Diversity:
It is the responsibility of all employees to support our vision of promoting a positive approach to diversity and equality of opportunity, to eliminate discrimination and disadvantage in service delivery and employment, and to manage, support or comply through the implementation of Equality & Diversity Strategies and Policies.
Personal/professional development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, with 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
Statutory and Mandatory Training
All new staff are required to undertake Statutory and Mandatory training suitable to the role before starting their full duties. All required Statutory and Mandatory training must be completed within the first three months of staff start date and refresher training must also be undertaken on a regular basis and in accordance with the Statutory and Mandatory Training policy.
Person Specification
Qualifications
Essential
- Good standard of education with excellent literacy and numeracy skills
Desirable
- Completed a signposting or similar type training course
Experience
Essential
- Experience of working with the public
Desirable
- Experience of working within general practice
- Experience of using EMIS Web
Skills & Personal Qualities
Essential
- Excellent interpersonal and communication skills including clear and effective written/oral communication
- Ability to work in a busy environment to prioritise, delegate and work to tight deadlines
- Ability to listen and empathise
- Ability to learn new software
- Able to use own judgment, and resourcefulness
- Self-motivated and proactive with a problem-solving and a solutions focused approach
- Adaptable, forward-thinking
- Diplomatic and considered
- Confident and assertive
- Resilient and able to work under pressure
- Flexibility of working hours/ able to work at the desired times
Desirable
- Ability to network and build relationships outside of the practice
- Ability to think and work strategically
- Sound working knowledge and experience of Microsoft Office applications
- Car driver with clean driving license
Person Specification
Qualifications
Essential
- Good standard of education with excellent literacy and numeracy skills
Desirable
- Completed a signposting or similar type training course
Experience
Essential
- Experience of working with the public
Desirable
- Experience of working within general practice
- Experience of using EMIS Web
Skills & Personal Qualities
Essential
- Excellent interpersonal and communication skills including clear and effective written/oral communication
- Ability to work in a busy environment to prioritise, delegate and work to tight deadlines
- Ability to listen and empathise
- Ability to learn new software
- Able to use own judgment, and resourcefulness
- Self-motivated and proactive with a problem-solving and a solutions focused approach
- Adaptable, forward-thinking
- Diplomatic and considered
- Confident and assertive
- Resilient and able to work under pressure
- Flexibility of working hours/ able to work at the desired times
Desirable
- Ability to network and build relationships outside of the practice
- Ability to think and work strategically
- Sound working knowledge and experience of Microsoft Office applications
- Car driver with clean driving license
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
