Care Navigator/Receptionist

Job description

Job responsibilities

Duties and Responsibilities

Telephone Duties

1.

Dealing with appointment and administration requests using AccuRx template

2.

Signposting patients to various NHS and other providers as appropriate

3.

Giving out test results in line with surgery policy

4.

Dealing with general enquiries by telephone and face to face

5.

Taking and recording clinical messages for members of the practice team

6.

Taking the initiative when required to instruct patients to call 999 when symptoms fall within the emergency protocol

Care Navigator Duties

8.

Make refreshments for doctors and other team members, participate in washing up

9.

Greeting and directing patients and visitors around the building, ensuring GDPR visitor paperwork is completed and signed in.

10.

Making appointments in line with the protocols laid down for the various clinical grades

11.

Handing out and processing prescriptions and checking validity of medication and requests

12.

Ensure outstanding queries are explained and handed over to next shift, as necessary

13.

Respond to needs of Triage Team, Doctors and Nurses during surgery

14.

Collect payments from patients for NHS and non-NHS services

15.

Deal with general enquiries and complaints via telephone, email, texts and face to face following the SOP.

16.

General housekeeping (e.g. dealing with any bodily accidents in the waiting room) maintain notice boards

17.

Observe health and safety and infection control guidelines at all times

18.

To act as a Chaperone to clinical staff if and when needed (training will be provided).

Prescriptions

19.

Dealing with requests for repeat prescriptions in line with Dispensing protocol

20.

Medication deliveries recording and putting away as per the SOP.

Administration

21.

Input and extract patient information from Practice computer system (EMIS Web) also using other in-house software systems.

22.

Ensure Mandatory training is kept up-to-date.

23.

To amend change of addresses on patient record and scanning into patient notes, patient online services, temporary residents

24.

To open, scan and code incoming post as required using Docman software

25.

To support the admin team with medical records from PCSE to ensure new registrations are complete and correct and to register patients onto the EMIS system accordingly and scan on all paperwork relating to the new patient.

26.

To work at both Kenyon Medical Centre sites as a Care Navigator covering all aspects of working front of house.

27.

Any other duties as requested commensurate with the grade.

Person Specification

Experience

Essential

• Person Specification Care Navigator
• Qualifications
• Educated to GCSE level or equivalent
• Experience
• Experience of working with the general public
• Experience of reception work
• Experience of working within a Healthcare Setting
• Skills
• Excellent communication skills (Written and Oral)
• IT skills
• Clear, polite telephone manner
• Time Management and the ability to work to deadlines
• Problem solving skills
• Interpersonal skills
• Competent in the use of Office and Outlook/Excel
• Ability to work as a team member and autonomously
• Ability to follow clinical policy and procedure
• Good interpersonal skills
• Personal Qualities
• Polite and confident
• Flexible and cooperative
• Motivated
• Problem-solver with the ability to process information accurately and effectively, interpreting data as required
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situation
• Ability to work under pressure/in stressful situations
• Able to communicate effectively and understand the needs of the patient
• Effectively utilise resources
• Punctual and committed to supporting the team
• Ability to deal with conflict
• Trustworthy and reliable
• Other requirements
• Knowledge of EMIS Web clinical system
• Flexibility to work outside core office hours
• Disclosure Barring Service (DBS) check
• Appropriate Car insurance/Driving Licence
• Previous work references

Desirable

• Active signposting or Care Navigator training
• Healthcare qualification (level 2) or working towards gaining equivalent level
• Customer Service qualification (NVQ) or equivalent

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

Kenyon Medical Centres

Address

Kenyon Medical Centre

108 Brandon Road

Binley

Coventry

CV3 2JF

Employer's website

https://kenyonmedicalcentres.gpsurgery.net/ (Opens in a new tab)