Job summary
The
Care Navigator will be the first point of contact for patients ringing the
surgery. The role will be to optimise the patients journey and be an
ambassador for the practice. The purpose of the post holder is to take every
opportunity to ensure that patients presenting issue is managed appropriately
and that the patients are up-to-date with their routine appointments. This will
be a telephone triage role as well as walk in appointments which are presented
at the surgery reception.
Main duties of the job
1.
Provide clear concise information to patients
and understand the importance of discretion and confidentiality.
2.
Good communication skills and a calm manner. Be
able to put patients rapidly at their ease and give them the space and time to
explain their needs.
3.
After appropriate training employ a variety of
questioning techniques in order to develop a full picture of the nature of the
patients problem.
4.
Identify potentially serious problems and bring
those to the immediate attentions of the correct clinician; i.e. Go to GP,
triage Nurse Practitioner.
5.
For less serious problems negotiate with the
patient and identify an appropriate professional to see them.
6.
Build strong relationships with all direct team
members, clinicians and recognised healthcare professionals in the practice as
a scarce resource to be used appropriately.
7.
Develop and maintain an in depth knowledge and
understanding of the services provided in the practice and in the winder health
community, be able to use this knowledge to guide the patient to the service
which is most likely to meet their needs, whether inside or outside the
practice.
8.
Be able to distinguish real priorities from
cases of unnecessary panic, be able to reassure and manage these situations.
Demonstrate assertiveness without being domineering
About us
Green Valleys health is merged practices comprising of Leap Valley Surgery, Emersons Green and Abbotswood. We gave 20,000 patients. We have 3 Partners currently 9 salaried GP's. We are a committed team of clinical and non clinical staff who are empathetic and compassionate in the roles that we do.
Job description
Job responsibilities
The Care Navigator will be the first point of contact for patients
ringing the surgery. The role will be to optimise the patients journey and
be an ambassador for the practice. The purpose of the post holder is to take
every opportunity to ensure that patients presenting issue is managed
appropriately and that the patients are up-to-date with their routine
appointments. This will be a telephone triage role as well as walk-in
appointments which are presented at the surgery reception.
Shift pattern is;
Monday 07:45-13:45, Tuesday 07:45-18:30, Wednesday 07:45-13:45 and Friday 07:45-18:30
Job description
Job responsibilities
The Care Navigator will be the first point of contact for patients
ringing the surgery. The role will be to optimise the patients journey and
be an ambassador for the practice. The purpose of the post holder is to take
every opportunity to ensure that patients presenting issue is managed
appropriately and that the patients are up-to-date with their routine
appointments. This will be a telephone triage role as well as walk-in
appointments which are presented at the surgery reception.
Shift pattern is;
Monday 07:45-13:45, Tuesday 07:45-18:30, Wednesday 07:45-13:45 and Friday 07:45-18:30
Person Specification
Qualifications
Essential
- Ideally ALevel or equivalent experience.
- Knowledge of NHS and Services provided in community.
- Experience in other public facing roles especially NHS Roles and appreciation of services set up.
- Strong customer service awareness, including strong communication skills.
Experience
Essential
- Experience of work in customer service/health sector across multiple functions.
- Experienced in process thinking and customer service improvement.
- Proven track record of successful communication with general public empathy/caring person.
- Strong analytical and influencing skills.
- Excellent communication skills, relationship management, and comfortable working with the general public.
- Logical thinker who can provide a rational for decisions made.
- Able to develop relationships to form a network of contacts.
- Flexible team player who recognises the value and importance of working in a team and getting the job done.
- Ability to think of the situation presented by the patient and be able to judge the desired outcome.
- IT Skills.
Person Specification
Qualifications
Essential
- Ideally ALevel or equivalent experience.
- Knowledge of NHS and Services provided in community.
- Experience in other public facing roles especially NHS Roles and appreciation of services set up.
- Strong customer service awareness, including strong communication skills.
Experience
Essential
- Experience of work in customer service/health sector across multiple functions.
- Experienced in process thinking and customer service improvement.
- Proven track record of successful communication with general public empathy/caring person.
- Strong analytical and influencing skills.
- Excellent communication skills, relationship management, and comfortable working with the general public.
- Logical thinker who can provide a rational for decisions made.
- Able to develop relationships to form a network of contacts.
- Flexible team player who recognises the value and importance of working in a team and getting the job done.
- Ability to think of the situation presented by the patient and be able to judge the desired outcome.
- IT Skills.
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.