Job summary
Salary Available Upon Request
28.5 hours a week
To support the practice clinical team by signposting patients to the appropriate healthcare professional or service, working as part of the practices multidisciplinary team.
To act as the central point of contact for patients, be responsible for the distribution of information, messages and enquiries for the clinical team, liaise with multi-disciplinary team members and external agencies such as secondary care and community service providers.
The Care Navigator will also be expected to undertake reception duties as part of the role, supporting the team in delivering a professional service to the entitled patient population. Duties can include but are not limited to welcoming patients and also to assist with total triage requirements, whilst supporting the team with patient registration, booking appointments, processing of information (electronic and hard copy) in a timely manner and in accordance with current policies.
The post-holder will be an integral part of the general practice team.
This is a position for 28.5 hours spread over 4 days.
Working hours as follows:-
Monday - 8am - 4:30pm (30 minute lunch break)
Tuesday - 1:30-6:30pm
Wednesday - Day Off
Thursday - 1:30-6:30pm
Friday - 8am - 6:30pm (30 minute lunch break)
Main duties of the job
The following are the core responsibilities of a Care Navigator in delivering health services. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
Process and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition
Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
Process personal, telephone and e-requests for appointments
Action incoming emails and correspondence as necessary
Accurately detail information on patients records within the clinical system
Maintain and monitor the practice appointment system
Initiate contact with and respond to requests from patients, team members and external agencies
Photocopy documentation as required
Data entry of new and temporary registrations and relevant patient information as required
Direct requests for information, i.e, DSAR, insurance/solicitors letters and DVLA forms to the administrative team
Manage all queries as necessary in an efficient manner
Undertake a broad spectrum of administrative duties commensurate with the role
Be an integral part of the general practice team
Act as a chaperone as required
Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on safeguarding adults and safeguarding children
Undertake all mandatory training and induction programme.
About us
Established friendly 5 Partner training practice (registrars and medical students) with a growing list size (currently 14,400 patients) Forward thinking partners, determined to maintain a healthy working environment despite increasing pressures High quality primary care services in a modern purpose built health centre Full complement of highly skilled staff Pharmacy team who manages repeat scripts, medication queries and medication reviews. Reduced Admin admin team to read action and code letters Supportive team with weekly clinical meetings and quarterly whole team meetings Close working relationships with multi disciplinary teams Well organised IT efficient practice using Vision Clinical system Located 25 minutes from Cardiff with good transportation links
Job description
Job responsibilities
In addition to the primary responsibilities, the Care Navigator has the following wider responsibilities:
a. Support administrative staff, providing cover during staff absences
b. Scan patient related documentation and attach scanned documents to patients healthcare records
c. Participate in local initiatives to enhance service delivery and patient care
d. To support in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
e. Support and participate in shared learning
Job description
Job responsibilities
In addition to the primary responsibilities, the Care Navigator has the following wider responsibilities:
a. Support administrative staff, providing cover during staff absences
b. Scan patient related documentation and attach scanned documents to patients healthcare records
c. Participate in local initiatives to enhance service delivery and patient care
d. To support in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
e. Support and participate in shared learning
Person Specification
Experience
Essential
- Experience of working with the general public
- Experience of working in a healthcare setting
Desirable
- Experience of administrative duties
Skills and Knowledge
Essential
- Excellent communication skills and effective in communicating and understanding patient needs
- Competent in the use of MS Office and Outlook
- Problem solver with the ability to process information accurately and effectively, interpreting data as required
- Ability to use own initiative, discretion, and sensitivity
- Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity
- Ability to work as a team member and autonomously
- Excellent communication skills and effective in communicating and understanding patient needs
- Sensitive and empathetic in distressing situations
- Good organisational skills
- Clinical IT system user skills and the ability to record accurate notes
- Effectively utilise resources
- Punctual and committed to supporting the team effort
- High levels of integrity and loyalty
- Clear, polite telephone manner
- Flexible and cooperative
- Motivated
- Understanding of safeguarding adults and children
- Knowledge of and ability to work to key policies and procedures
Desirable
- Chaperone procedure
- Demonstrate personal accountability, emotional resilience and work well under pressure
Qualifications
Essential
- A good standard of education with an expectation of having both GCSE Maths and English at Grade C (Level 4) or above, or Functional Skills Level 2 in Maths and English
Desirable
- Active signposting or Care Navigator training qualification
- NVQ Level 2 in Health and Social Care
- Customer service qualification (NVQ) or equivalent
Person Specification
Experience
Essential
- Experience of working with the general public
- Experience of working in a healthcare setting
Desirable
- Experience of administrative duties
Skills and Knowledge
Essential
- Excellent communication skills and effective in communicating and understanding patient needs
- Competent in the use of MS Office and Outlook
- Problem solver with the ability to process information accurately and effectively, interpreting data as required
- Ability to use own initiative, discretion, and sensitivity
- Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity
- Ability to work as a team member and autonomously
- Excellent communication skills and effective in communicating and understanding patient needs
- Sensitive and empathetic in distressing situations
- Good organisational skills
- Clinical IT system user skills and the ability to record accurate notes
- Effectively utilise resources
- Punctual and committed to supporting the team effort
- High levels of integrity and loyalty
- Clear, polite telephone manner
- Flexible and cooperative
- Motivated
- Understanding of safeguarding adults and children
- Knowledge of and ability to work to key policies and procedures
Desirable
- Chaperone procedure
- Demonstrate personal accountability, emotional resilience and work well under pressure
Qualifications
Essential
- A good standard of education with an expectation of having both GCSE Maths and English at Grade C (Level 4) or above, or Functional Skills Level 2 in Maths and English
Desirable
- Active signposting or Care Navigator training qualification
- NVQ Level 2 in Health and Social Care
- 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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).