Job summary
The Care Navigator plays a crucial role in supporting patients through their healthcare journey. This position involves coordinating care, providing guidance, and ensuring that patients have access to the necessary resources and services.
Main duties of the job
The purpose of the role is to:
Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of secretarial and clerical support to clinical staff and other members of the practice team
Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies.
About us
We are a high performing practice serving 10000 patient population in the Chester area. We are a training practice and host GP registrars and medical students. The clinical team is made up of 7 GPs, ANP, practice nurses, HCA & GPA. They are supported by the admin team made up of Medicines Managers, Medical Secretary and Care Navigators.
Job description
Job responsibilities
The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of office /deputy/practice manager, dependent on current and evolving practice workload and staffing levels:
- Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols
- Maintaining and monitoring the practice appointments system:
- Book appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical record
- Monitor flow of patients into the waiting room ensuring the appointment system accurately reflects the arrival of patients
- Monitor effectiveness of the system and report and problems or variations to a Manager
- Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery
- Processing and distributing incoming (and outgoing) mail
- Taking messages and passing on information
- Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers
- Clearing and re-stock consulting rooms as required and replenishing stationery and practice leaflets in administration area
- Keeping the reception area, notice-boards and leaflet dispensers up-to-date and tidy
- Action repeat prescription requests per practice policy and when giving out prescriptions ensure the practice policy is followed of checking the patient name and address.
- Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
- Patient notes and correspondence:
o Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to
- Ensure that the staff areas are kept clean and tidy;
o When last to leave at the end of the day, ensure that the building is closed down as per end of day check list.
- Explain practice policy for registrations to new patients and those seeking temporary cover and ensure patients are registered promptly and accurately and information passed to the Office Manager.
- Undertake any other additional duties appropriate to the post as requested by the Partners, the Practice/Operations/Office Manager
- To have a thorough knowledge of all Practice Procedures & Policies and work in accordance of
- Fax and photocopy as required
- Be involved with the patient recall system
- Summarise records as per the practice protocols
- Have a thorough understanding and be able to put into practice all the skills required:
- Out of Hours
- Post
- Medisec Letters
- Scanning
- Data Coding
- Summarising
- Results
- Scripts
- Practice Notes and Workflow
- Choose & Book
- Patchs online consultation
- Email NHS & EMIS Web
Job description
Job responsibilities
The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of office /deputy/practice manager, dependent on current and evolving practice workload and staffing levels:
- Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols
- Maintaining and monitoring the practice appointments system:
- Book appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical record
- Monitor flow of patients into the waiting room ensuring the appointment system accurately reflects the arrival of patients
- Monitor effectiveness of the system and report and problems or variations to a Manager
- Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery
- Processing and distributing incoming (and outgoing) mail
- Taking messages and passing on information
- Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers
- Clearing and re-stock consulting rooms as required and replenishing stationery and practice leaflets in administration area
- Keeping the reception area, notice-boards and leaflet dispensers up-to-date and tidy
- Action repeat prescription requests per practice policy and when giving out prescriptions ensure the practice policy is followed of checking the patient name and address.
- Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
- Patient notes and correspondence:
o Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to
- Ensure that the staff areas are kept clean and tidy;
o When last to leave at the end of the day, ensure that the building is closed down as per end of day check list.
- Explain practice policy for registrations to new patients and those seeking temporary cover and ensure patients are registered promptly and accurately and information passed to the Office Manager.
- Undertake any other additional duties appropriate to the post as requested by the Partners, the Practice/Operations/Office Manager
- To have a thorough knowledge of all Practice Procedures & Policies and work in accordance of
- Fax and photocopy as required
- Be involved with the patient recall system
- Summarise records as per the practice protocols
- Have a thorough understanding and be able to put into practice all the skills required:
- Out of Hours
- Post
- Medisec Letters
- Scanning
- Data Coding
- Summarising
- Results
- Scripts
- Practice Notes and Workflow
- Choose & Book
- Patchs online consultation
- Email NHS & EMIS Web
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
- Good standard of numeracy & literacy
- Excellent keyboard and computer skills
- Good communication / customer service skills
- Good telephone manner
- Flexibility of working hours to suit patient demand
Desirable
- Experience of working in a public reception environment
- Experience of using EMIS Web clinical system
- Experience of working in a GP reception role
- Experience of handling confidential records
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
- Good standard of numeracy & literacy
- Excellent keyboard and computer skills
- Good communication / customer service skills
- Good telephone manner
- Flexibility of working hours to suit patient demand
Desirable
- Experience of working in a public reception environment
- Experience of using EMIS Web clinical system
- Experience of working in a GP reception role
- Experience of handling confidential records