Job summary
We are looking for an experienced, resilient Care Navigator to project a positive and friendly image to patients and other visitors, whether in person, online or on the telephone.
You would greet, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
The post is offered as fixed term initially, with a view to a more permanent arrangement if we're the right fit.
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.
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 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 triage
requirements, whilst supporting the team with patient registration, booking
appointments, prescriptions, tasks and processing of information (electronic and hard copy) in a timely
manner and in accordance with current policies.
About us
We are a large, teaching Practice delivering high quality care to 15000 patients in Sunderland North. The Practice is part of the Deep End Network delivering care to the most deprived in the area.
Our team consists of 3 GP Partners, Salaried GPs, ANPs, Practice Nurses, Nurse Associates, Health Coach, HCA, Phlebotomist, Clinical Pharmacist, Pharmacy Technician, the PCN Team and a large Admin Team. As a teaching Practice we host Foundation Doctors, GP Registrars and Pre-Registration Pharmacists.
Job description
Job responsibilities
- 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
- 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
- Support administrative staff, providing cover during staff absences
- Scan patient related documentation and attach scanned documents to patients healthcare records
-
Participate in local initiatives to enhance service delivery and patient care
Support and participate in shared learning
To support in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
Job description
Job responsibilities
- 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
- 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
- Support administrative staff, providing cover during staff absences
- Scan patient related documentation and attach scanned documents to patients healthcare records
-
Participate in local initiatives to enhance service delivery and patient care
Support and participate in shared learning
To support in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
Person Specification
Knowledge and Skills
Essential
- Excellent communication skills (written and oral) and effective in understanding patient needs
- Demonstrate personal accountability, emotional resilience and work well under pressure
- Excellent IT skills, competent in the use of MS Office and Outlook
- Clear, polite telephone manner
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving & analytical skills
- Ability to follow policy and procedure
Desirable
Experience
Essential
- Experience of working with the general public
- Experience of working in a healthcare setting
- Experience of administrative duties
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
- Active signposting or Care Navigator training qualification
- Customer service qualification (NVQ) or equivalent
Person Specification
Knowledge and Skills
Essential
- Excellent communication skills (written and oral) and effective in understanding patient needs
- Demonstrate personal accountability, emotional resilience and work well under pressure
- Excellent IT skills, competent in the use of MS Office and Outlook
- Clear, polite telephone manner
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving & analytical skills
- Ability to follow policy and procedure
Desirable
Experience
Essential
- Experience of working with the general public
- Experience of working in a healthcare setting
- Experience of administrative duties
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
- Active signposting or Care Navigator training qualification
- 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.
