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MIAA Solutions

Care Navigator

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This job is now closed

Job summary

MIAA Solutions are recruiting the above role on behalf of Oaks Place GP Surgery in Widnes.This is a new role to support the team with an ongoing increase in workload. You will be joining a small practice team with now nearly 4,000 patients. They utilise IT/Digital solutions, and require someone who is both people and digital friendly.

Reporting to the Practice Operations Manager: Helen Patient

37.5 hrs (8am 4pm) Monday to Friday (30 mins unpaid break)

Main duties of the job

To support the practice clinical team by signposting patients to the appropriate healthcare professional or service,working as part of the practices multidisciplinary team.

The care navigator will also be expected to undertake reception duties as part of the role, supporting theadministrative team in delivering a polite and professional service to the entitled patient population.

About us

Induction

At Oaks Place Surgery, you will be required to complete the induction programme and the practice managementteam will support you throughout the process.

Learning and development

The effective use of training and development is fundamental in ensuring that all staff are equipped with theappropriate skills, knowledge, attitude, and competences to perform their role. All staff will be required to partakein and complete mandatory training as directed by managers. It is an expectation for the post holder to assesstheir own learning needs and undertake learning as appropriate

The post holder will undertake mentorship for team members, and disseminate learning and information gainedto other team members, to share good practice and inform others about current and future developments (e.g.,courses and conferences).

The post holder will provide an educational role to patients, carers, families, and colleagues in an environmentthat facilitates learning.

Leave

All personnel are entitled to take leave. Line managers are to ensure that all their staff are afforded theopportunity to take a minimum of 28 days leave each year (plus bank holidays) and are encouraged to take alltheir leave entitlement.

Details

Date posted

31 October 2023

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

M0026-23-0173

Job locations

Oaks Place Surgery

Oaks Place, Caldwell Rd

Widnes

Cheshire

WA8 7DG


Job description

Job responsibilities

Primary Responsibilities

The following are the core responsibilities of the care navigator. There may be, on occasion, a requirement to carryout other tasks; this will be dependent on factors such as workload and staffing levels.

a. Process and effectively signpost patients to the appropriate healthcare professional, depending on thepresenting condition

b. Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately

c. Process patient requests for appointments

d. Process and support the management of repeat prescriptions, ensuring that they are processed accuratelyand efficiently

e. Initiate contact with and respond to requests from patients, team members and external agencies

f. Enter read/SNOMED CT code data on EMIS.

g. Input data into the patients healthcare records as necessary

h. Direct requests for information, e.g., SAR, insurance/solicitors letters and DVLA forms, to theadministrative team

i. Manage all queries as necessary in an efficient manner

j. Maintain a clean, tidy, effective working area at all times

k. Monitor and maintain the reception area and noticeboards

l. Support all clinical staff with general tasks as requested

m. Undertake all mandatory training and induction programmes

n. 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

o. Contribute to public health campaigns (e.g., flu clinics) through advice or direct care

p. Complete opening and closing procedures in accordance with the duty rota

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. Action incoming emails when necessary

d. Scan patient-related documentation and attach scanned documents to patients healthcare records

Please see attached for full Job Description and Person Specification

Job description

Job responsibilities

Primary Responsibilities

The following are the core responsibilities of the care navigator. There may be, on occasion, a requirement to carryout other tasks; this will be dependent on factors such as workload and staffing levels.

a. Process and effectively signpost patients to the appropriate healthcare professional, depending on thepresenting condition

b. Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately

c. Process patient requests for appointments

d. Process and support the management of repeat prescriptions, ensuring that they are processed accuratelyand efficiently

e. Initiate contact with and respond to requests from patients, team members and external agencies

f. Enter read/SNOMED CT code data on EMIS.

g. Input data into the patients healthcare records as necessary

h. Direct requests for information, e.g., SAR, insurance/solicitors letters and DVLA forms, to theadministrative team

i. Manage all queries as necessary in an efficient manner

j. Maintain a clean, tidy, effective working area at all times

k. Monitor and maintain the reception area and noticeboards

l. Support all clinical staff with general tasks as requested

m. Undertake all mandatory training and induction programmes

n. 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

o. Contribute to public health campaigns (e.g., flu clinics) through advice or direct care

p. Complete opening and closing procedures in accordance with the duty rota

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. Action incoming emails when necessary

d. Scan patient-related documentation and attach scanned documents to patients healthcare records

Please see attached for full Job Description and Person Specification

Person Specification

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

Experience

Essential

  • Experience of working with the public

Desirable

  • Experience of working in a primary care environment
  • Experience of working in a healthcare setting

Skills

Essential

  • Excellent communication skills (written and oral)
  • Strong IT skills
  • Clear, polite telephone manner
  • Effective time management (planning and organising)
  • Ability to work as a team member and autonomously
  • Good interpersonal skills
  • Ability to follow policy and procedure

Desirable

  • Competent in the use of Office and Outlook
  • EMIS/SystmOne/Vision user skills

Personal Qualities

Essential

  • 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 situations
  • 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

Desirable

  • Flexibility to work outside core office hours
  • Disclosure Barring Service (DBS) check
  • Occupational health clearance
Person Specification

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

Experience

Essential

  • Experience of working with the public

Desirable

  • Experience of working in a primary care environment
  • Experience of working in a healthcare setting

Skills

Essential

  • Excellent communication skills (written and oral)
  • Strong IT skills
  • Clear, polite telephone manner
  • Effective time management (planning and organising)
  • Ability to work as a team member and autonomously
  • Good interpersonal skills
  • Ability to follow policy and procedure

Desirable

  • Competent in the use of Office and Outlook
  • EMIS/SystmOne/Vision user skills

Personal Qualities

Essential

  • 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 situations
  • 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

Desirable

  • Flexibility to work outside core office hours
  • Disclosure Barring Service (DBS) check
  • Occupational health clearance

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

MIAA Solutions

Address

Oaks Place Surgery

Oaks Place, Caldwell Rd

Widnes

Cheshire

WA8 7DG


Employer's website

https://cmgeneralpracticejobs.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

MIAA Solutions

Address

Oaks Place Surgery

Oaks Place, Caldwell Rd

Widnes

Cheshire

WA8 7DG


Employer's website

https://cmgeneralpracticejobs.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Associate

Anita Denton

anita.denton@miaa.nhs.uk

07725554802

Details

Date posted

31 October 2023

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

M0026-23-0173

Job locations

Oaks Place Surgery

Oaks Place, Caldwell Rd

Widnes

Cheshire

WA8 7DG


Supporting documents

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