Job summary
An opportunity has arisen within our Care Navigation team!
We are looking to welcome an enthusiastic, hardworking, and committed individual with excellent communication and interpersonal skills to join our team.
Main duties of the job
Although previous experience in this role is an advantage, we do provide full training for this post and so this is not essential. So if you think you may have the skills required for this post and you would like to join our team, even without experience, please do apply.
The successful candidate will be working as part of a team who are mostly the first point of contact in the practice. This is a fast-paced and busy role where multi-tasking and strong organisational skills are essential. Personal resilience and the ability to thrive under pressure are also essential qualities for success in this role. We have an experienced team who are happy, friendly and approachable.
You must be able to adhere to the practice's strict confidentiality policy for this role.
Other essential skills & qualities for this role:
- Excellent IT skills.
- Excellent English skills.
- Ability to adapt to fluctuating service demands and maintain efficiency.
- Polite and professional telephone manner, even when under pressure.
- Empathetic and confident when helping patients, practice staff and clinicians face-to-face, online or over the phone.
- A strong desire to learn and be taught, ability to learn quickly and apply consistent attention to detail.
For this role you will need good IT & English skills, as you will be regularly writing responses & communicating with patients via online message, email & text messages.
About us
Merton Lodge Surgery is a rural GP practice based in the town of Alford, Lincolnshire. We serve a list of approximately 7,000 patients and are proud to be ratedGoodby the CQC.
Our dedicated multi-disciplinary team includes General Practitioners, Advanced Nurse Practitioners, Nurses, Health Care Assistants, and Administrative staff who work closely together to provide a caring and efficient service to our patients. The practice is led by our GP partner, two Advanced Nurse Practitioner partners, and a supportive management team who actively encourage both the personal and professional development of all staff.
At Merton Lodge Surgery, we place strong emphasis on teamwork, collaboration, and staff wellbeing. We believe that mutual respect and high morale are central to delivering excellent patient care, and we are proud to foster a workplace culture where every team member feels valued. Many of our colleagues have been with us for a significant number of years, reflecting the strength of our team culture, and our regular staff feedback surveys consistently show high levels of satisfaction. Staff also have access to a comprehensive wellbeing programme, reflecting our commitment to supporting those who support our patients.
Benefits:
- 5 weeks of annual leave PLUS bank holidays.
- Option to opt-in to an excellent NHS pension scheme.
- No weekend or public holiday working required.
- Blue Light Card
Job description
Job responsibilities
Primary Responsibilities
The following are the core
responsibilities of the Care Navigator. There
may be, on occasion, a requirement to carry out other tasks; this will be
dependent upon factors such as workload and staffing levels:
a.
Process and effectively signpost patients via AccuRX or phone to
the appropriate healthcare professional, depending on the presenting condition
and in line with the Care Navigator triage tool
b.
Answer incoming phone calls, transferring calls or dealing with
the callers requests appropriately
c.
Use Patient Contact appropriately
d.
Action incoming messages on AccuRX appropriately and in a timely
manner
e.
Process patient requests for appointments
f.
Initiate contact with and respond to requests from patients, team
members and external agencies
g.
Complete opening and closing procedures in accordance with the
duty rota allocation displayed on the whiteboard
h.
Complete daily workload tasks in accordance with the duty rota
allocation displayed on the whiteboard
i.
Welcome visitors and sign in as per practice procedure
j.
Photocopy documentation as required
k.
Data entry of new and temporary registrations and relevant patient
information as required
l.
Print and file patient blood forms as per practice Standard
Operating Procedure
m.
Print patient login details for online access in line with
practice Standard Operating Procedure
n.
Input accurate data into the patients healthcare records as
necessary
o.
Direct requests for information, e.g., SAR, insurance/solicitors
letters and DVLA forms, to the administrative team
p.
Manage all queries as necessary in an efficient and friendly
manner
q.
Action incoming e-mails appropriately and in timely manner
r.
Carry out system searches as requested
s.
Maintain a clean, tidy, effective working area at all times in
line with the practice Infection Control and Confidentiality policies
t.
Monitor and maintain the reception area and noticeboards
u.
Support reception manager with general tasks as requested
v.
Support all clinical and management staff with general tasks as
requested
w.
Adhere to and follow all practice standard operating procedures
and policies
x.
Contribute to public health campaigns (e.g., flu clinics) as
directed by the Practice Manager, Deputy Practice Managers or Partners
y.
Undertake all mandatory training and induction programmes
z.
Sign into Team Net daily to check for any new information or
policy updates
aa.
Provide cover in the Care Navigation team during staff absences
bb.
Attend a formal appraisal with their manager at least every 12
months. Once a performance/training objective has been set, progress will be
reviewed on a regular basis so that new objectives can be agreed
Secondary Responsibilities
In addition to the primary
responsibilities, the Care Navigator may be requested to:
a.
Participate in practice audit as directed by the audit lead
b.
Support administrative staff, providing cover during staff
absences
c.
Scan patient-related documentation and attach scanned documents to
patients healthcare records
Job description
Job responsibilities
Primary Responsibilities
The following are the core
responsibilities of the Care Navigator. There
may be, on occasion, a requirement to carry out other tasks; this will be
dependent upon factors such as workload and staffing levels:
a.
Process and effectively signpost patients via AccuRX or phone to
the appropriate healthcare professional, depending on the presenting condition
and in line with the Care Navigator triage tool
b.
Answer incoming phone calls, transferring calls or dealing with
the callers requests appropriately
c.
Use Patient Contact appropriately
d.
Action incoming messages on AccuRX appropriately and in a timely
manner
e.
Process patient requests for appointments
f.
Initiate contact with and respond to requests from patients, team
members and external agencies
g.
Complete opening and closing procedures in accordance with the
duty rota allocation displayed on the whiteboard
h.
Complete daily workload tasks in accordance with the duty rota
allocation displayed on the whiteboard
i.
Welcome visitors and sign in as per practice procedure
j.
Photocopy documentation as required
k.
Data entry of new and temporary registrations and relevant patient
information as required
l.
Print and file patient blood forms as per practice Standard
Operating Procedure
m.
Print patient login details for online access in line with
practice Standard Operating Procedure
n.
Input accurate data into the patients healthcare records as
necessary
o.
Direct requests for information, e.g., SAR, insurance/solicitors
letters and DVLA forms, to the administrative team
p.
Manage all queries as necessary in an efficient and friendly
manner
q.
Action incoming e-mails appropriately and in timely manner
r.
Carry out system searches as requested
s.
Maintain a clean, tidy, effective working area at all times in
line with the practice Infection Control and Confidentiality policies
t.
Monitor and maintain the reception area and noticeboards
u.
Support reception manager with general tasks as requested
v.
Support all clinical and management staff with general tasks as
requested
w.
Adhere to and follow all practice standard operating procedures
and policies
x.
Contribute to public health campaigns (e.g., flu clinics) as
directed by the Practice Manager, Deputy Practice Managers or Partners
y.
Undertake all mandatory training and induction programmes
z.
Sign into Team Net daily to check for any new information or
policy updates
aa.
Provide cover in the Care Navigation team during staff absences
bb.
Attend a formal appraisal with their manager at least every 12
months. Once a performance/training objective has been set, progress will be
reviewed on a regular basis so that new objectives can be agreed
Secondary Responsibilities
In addition to the primary
responsibilities, the Care Navigator may be requested to:
a.
Participate in practice audit as directed by the audit lead
b.
Support administrative staff, providing cover during staff
absences
c.
Scan patient-related documentation and attach scanned documents to
patients healthcare records
Person Specification
Experience
Essential
- Experience working with the general public/patients
Desirable
- Experience of working in a healthcare setting
- Experience of working in primary care
- Broad knowledge of general practice
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Evidence of continuing professional development
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- Active signposting or Care Navigator training qualification
- Healthcare qualification (level 2) or working towards gaining equivalent level
- Customer Service qualification (NVQ) or equivalent
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- SystmOne user skills
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
- Ability to adhere to strict confidentiality procedures
Person Specification
Experience
Essential
- Experience working with the general public/patients
Desirable
- Experience of working in a healthcare setting
- Experience of working in primary care
- Broad knowledge of general practice
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Evidence of continuing professional development
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- Active signposting or Care Navigator training qualification
- Healthcare qualification (level 2) or working towards gaining equivalent level
- Customer Service qualification (NVQ) or equivalent
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- SystmOne user skills
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
- Ability to adhere to strict confidentiality procedures
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.
