Job summary
We are looking to appoint a highly
motivated Care Navigator to join our team Wednesday - Friday (8am-2pm Weds & Thurs, alternating 8am-2pm and 12:30pm-6:30pm on Fri). 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.
Main duties of the job
The main duties of the role include:
- Answering incoming calls to the surgery
- Working alongside the duty doctor to triage appointment requests and confirm outcomes with patients
- Processing prescription requests
- Answering general enquiries submitted via the website and email
- Processing referrals
- Welcoming patients into reception
- Signposting patients to appropriate services, i.e. pharmacy, MSK etc.
- Call and recall to support patients with management of long term health conditions
About us
Our team is made up of four GP Partners, two salaried GP's, a nursing team, Physicians Associate, Administration and Care Navigator teams. We are also supported by a wider network of Social Prescribers, Health and Wellbeing Coaches, Mental Health Practitioners and a Physiotherapist.
We have a warm, welcoming and caring team with a shared goal to provide the best service to our patients.
Job description
Job responsibilities
The 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 long term health conditions
- Appropriately add to patient notes when required for effective continuation of care
- 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.
Job description
Job responsibilities
The 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 long term health conditions
- Appropriately add to patient notes when required for effective continuation of care
- 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.
Person Specification
Experience
Essential
- Experience of working with the public
Desirable
- Experience of working within general practice
- Experience of using EMIS Web
Skills and Abilities
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
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
Personal Qualities and Attributes
Essential
- 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
Qualifications
Essential
- Good standard of education with excellent literacy and numeracy skills
Desirable
- Completed a signposting or similar type training course
Other
Essential
- Flexibility of working hours/ able to work at the desired times
Desirable
- Car driver with clean driving license
Person Specification
Experience
Essential
- Experience of working with the public
Desirable
- Experience of working within general practice
- Experience of using EMIS Web
Skills and Abilities
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
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
Personal Qualities and Attributes
Essential
- 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
Qualifications
Essential
- Good standard of education with excellent literacy and numeracy skills
Desirable
- Completed a signposting or similar type training course
Other
Essential
- Flexibility of working hours/ able to work at the desired times
Desirable
- 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.
