Care Navigator

Job description

Job responsibilities

The Care Navigator is a key member of the practice team and acts as the first point of contact for patients, carers and visitors. The post holder will provide a professional, welcoming and efficient reception and administrative service, supporting the smooth day-to-day running of the practice and ensuring patients are appropriately directed to the correct service or clinician.

The role requires excellent communication skills, a patient-centred approach and the ability to work effectively as part of a busy multidisciplinary team.

Main Duties and Responsibilities

Patient Services

Act as the first point of contact for patients, carers and visitors, both in person and via telephone

Register new patients in accordance with practice policies and NHS requirements

Complete and process triage forms accurately to support appropriate clinical assessment

Allocate, book and manage patient appointments, ensuring patients are directed to the most appropriate service

Provide patients with accurate information regarding practice services and access routes

Administrative Duties

Process paper prescriptions in line with practice procedures and confidentiality requirements

Maintain and update patient records accurately and in a timely manner

Ensure all data is handled in accordance with GDPR and patient confidentiality standards

Support general administrative tasks as required to ensure the efficient operation of the practice

Practice Support

Open and or close the practice in line with agreed procedures

Provide cover for alternative working patterns during periods of staff absence

Support extended access services where required, including working additional hours outside of core practice times

Work collaboratively with clinical and non clinical colleagues to ensure a high standard of service delivery

General Responsibilities

Maintain a courteous, calm and professional manner at all times, particularly when dealing with distressed or unwell patients

Adhere to all practice policies, procedures and NHS guidelines

Participate in training and team meetings as required

Contribute to a positive, supportive and inclusive working environment

Working Hours

The role operates on one of two fixed working patterns:

Monday to Friday, 7:45am 1:30pm

or

Monday to Friday, 1:30pm 6:30pm

Additional hours may be requested to support extended access services outside of core practice hours, subject to service requirements.

Confidentiality

In the course of seeking treatment, patients entrust the practice with sensitive personal information. The Care Navigator must respect patient confidentiality at all times and comply with data protection legislation and practice policies.

Person Specification

Qualifications

Essential

• Good general standard of education, including literacy and numeracy skills

Desirable

• Customer service qualification or relevant training
• NVQ Level 2 or equivalent in Customer Service, Administration or Healthcare

Experience

Essential

• Experience of working in a customer servicefocused role
• Experience of dealing with the public, both face to face and via telephone
• Experience of working in a busy, fast-paced environment

Desirable

• Experience working in a healthcare, NHS or GP practice setting
• Experience of appointment booking or reception based work

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

Larksfield and Arlesey Medical Partnership

Address

Larksfield Surgery

Arlesey Road

Stotfold

Hitchin

Hertfordshire

SG54HB

Employer's website

https://larksfieldandarlesey.co.uk/ (Opens in a new tab)