Care Navigator

Job description

Job responsibilities

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Job Responsibilities:

• Ensure effective and efficient reception service is provided to patients and any other visitors to the practice.
• Deal with all general enquiries, explain procedures and make new and follow-up appointments.
• Using your own judgment and communication skills ensure that patients with no prior appointments but who need urgent consultation are seen in a logical and non-disruptive manner.
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover an ensure procedures are completed.
• Receive and make telephone calls as required.
• Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Scanning documents into patients records in an accurate way.
• Action repeat prescription requests and ensure that they are ready for collection by the patient within 48hours, either on the computer or manually.
• Advise patients of relevant charges for private (non general medicine services) services, accept payment and issue receipts for the same.
• Enter patient information on the computer as required.
• Patient notes and correspondence (retrieve and refile records, ensuring strict alphabetical order is adhered to).
• Premises -when last to leave at the end of the day, ensure that the building it totally secured, internal lights are off and the alarm activated.

• Undertake any additional duties appropriate to the post as requested by the partners or the Practice Manager.
• Any other duties deemed relevant.

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 working or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedure relating to confidentiality and the protection of personal and sensitive data.

Health and Safety:

The post-holder will assist in promoting and maintaining their own and others health and safety and security as defined in the practice health and safety police to include:

• Using personal security systems within the workplace according to practice guidelines.
• Identifying risks involved with 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 right of patients, carers and colleagues, to include:

• Acting in a way that recognizes 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 which is welcoming to and of the individual, is non-judgemental 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 manager own time, workload and resources.

Communication

The post-holder should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members.
• Communication effectively with patients and carers.
• Recognise peoples needs for alternative methods of communication and respond accordingly.

Contribution to the implementation of services:

The post-holder will:

• Apply practice polices, standards and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.
• Participate in audit where appropriate.

Person Specification

Qualifications

Essential

• Computer Literate.
• GCSE grade A to C (or equivalent) in English and Maths.
• Good communication skills.
• Confidentiality.

Desirable

• Computer Literate.
• Welsh Speaker.

Experience

Essential

• Experience of working within a team environment.
• Experience of dealing with the public.

Desirable

• Experience of 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

Gwrych Medical Centre

Address

Gwrych Medical Centre

Cae Eithin

Abergele

Clwyd

LL22 8LJ

Employer's website

https://www.abergele-surgery.co.uk/ (Opens in a new tab)