Care Navigator

Job description

Job responsibilities

Job Title: Care Navigator

Job Code: Recept1

Responsible To: Practice Manager

Revision Date: 31.03.24 (V10)

Job Summary:

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person, via the telephone, or electronic communication.

Job Responsibilities:

To have a thorough knowledge of all Practice procedures.

To work in accordance of written practice operational procedures.

Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice.

Deal with all general enquiries, explain procedures and make new and follow-up appointments.

Explain practice arrangements and formal requirements to new patients, those seeking temporary cover and patients who are out of area ensuring procedures are completed.

Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

Enter requests for home visits into the visit book, ensuring careful recording of all relevant details and where necessary refer to the GP on call.

Process repeat and acute prescription requests within 48 working hours, as per practice policy.

Enter patient information on to the computer system as required.

Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipt for same.

Retrieve and re-file Lloyd George records as required, ensuring strict alphabetical order is adhered to and Lloyd George records are kept in good repair.

Fax, photocopy and scan as requested.

Ensure correspondence, reports, results etc. are processed as per practice policy.

Process on a daily basis, emails received in to the generic NHS mail account.

Ensure that all new patients are registered onto the clinical computer system promptly and accurately.

Process patients change of address computer and Lloyd George records.

Make and serve refreshments, ensure kitchen is kept clean and tidy.

Ensure waiting area is kept neat and tidy and notice boards contain up-to-date information.

Ensure stationery stock levels are maintained stock requirements to be reported to Practice Manager.

Undertake stationery stock checks in consulting rooms. Including checking prescription printer for A4 paper, ICE forms and FP10s.

Undertake weekly Fire Alarm Test.

Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.

When last to leave at the end of the day, ensure that the building is totally secured, internal lights off and the alarm activated.

Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.

Confidentiality:

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights

Health & Safety:

The post-holder will assist in promoting and maintaining their own and other health, safety and security as defined in the practice Health & Safety Policy, to include:

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.

Making effective use of training to update knowledge and skills.

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.

Reporting potential risks identified.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of their own personal and/or professional development.

Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality:

The post-holder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk.

Assess own performance and take accountability for own actions, either directly or under supervision.

Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.

Work effectively with individuals in other agencies to meet patients needs.

Effectively manage own time, workload and resources.

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members.

Communicate effectively with patients and carers.

Recognise peoples needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services:

The post-holder will:

Apply practice policies, standards and guidance.

Discuss with other members of the team how the policies, standards and guidelines will affect own work.

Participate in audit where appropriate.

NOTE: This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as negotiated to meet the ongoing needs of the organization.

Person Specification

Experience

Essential

• Essential criteria
• Experience of working in a GP Surgery is an advantage but is not essential.

Desirable

• Desirable criteria
• Experience of working in a GP Surgery

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.

Certificate of Sponsorship

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).

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Gateacre Medical Centre

Address

49 Belle Vale Road

Liverpool

L25 2PA

Employer's website

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