Care Navigator / Receptionist

Job description

Job responsibilities

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 the administrative team in delivering a polite and professional service to the entitled patient population.

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 on factors such as workload and staffing levels.

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

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

c. Process patient requests for appointments

d. Process repeat prescription requests

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

f. Enter read/SNOMED CT code data on Emis clinical system

g. Photocopy documentation as required

h. Data entry of new and temporary registrations and relevant patient information as required

i. Input data into the patients healthcare records as necessary

j. Direct requests for information, e.g., SAR, insurance/solicitors letters and DVLA forms, to the administrative team

k. Manage all queries as necessary in an efficient manner

l. Carry out system searches as requested

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

n. Monitor and maintain the reception area and noticeboards

o. Support all clinical staff with general tasks as requested

p. Undertake all mandatory training and induction programmes

q. 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

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

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

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

f. As required, support pharmacy teamin the management of repeat prescriptions, ensuring that they are processed accurately and efficiently

g. Order and monitor stationery supplies

Person Specification

Skills

Essential

• Excellent communication skills (written and oral)
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Ability to follow clinical policy and procedure
• 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
• Disclosure Barring Service (DBS) check
• Occupational health clearance

Desirable

• EMIS/SystmOne/Vision user skills
• Flexibility to work outside core office hours

Experience

Essential

• Experience of working in a primary care environment
• Experience of working with the public
• Experience of working in a healthcare setting

Qualifications

Essential

• Educated to GCSE level or equivalent

Desirable

• 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.

Employer details

Employer name

Little Harwood Health Centre

Address

Plane Tree Road

Blackburn

BB1 6PH

Employer's website

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