Job responsibilities
Role Details
Job Title:
Care Navigator
Hours of work:
37 WTE hours per week
Primary Location:
The James Cochrane Practice, Helme Chase Surgery, Kendal, LA9 7HR
and Maude Street Surgery, Kendal, LA9 4QE
Line Manager:
Office Manager
Salary:
£12.00 per hour
Accountable to:
Practice Operations Manager
Responsible for:
Enabling access to efficient and appropriate medical care
Commencement date:
2024
Job Summary
Main job functions (Note: In addition to these functions employees are required to carry out such other duties as may reasonably be required.)
Provide a professional first line response to all callers, whether in person, by telephone, or electronically
Ensuring all medical administration duties are performed effectively and to the required standard, meeting the objectives of the practice.
Primary Responsibilities
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 upon factors such as workload and staffing levels.
Care Navigation
Provide a professional first line response to all callers, whether in person, by telephone, or electronically
Explain practice arrangements and formal requirements to new patients and those seeking temporary cover ensuring procedures are completed correctly
Receiving telephone and personal requests and enquiries from patients and ensuring sufficient information collected for triage purposes, making appointments/dealing with request as required
Keeping up to date with changes in procedures and information affecting the post
Ensuring that mail and specimens are ready for collection by the courier.
Attend to any ad hoc IT issues, for example replacement of toners, printer issues etc Ensure public areas are kept clean and tidy
Attending team meetings and practice learning sessions
Open and close of premises procedures
Core administration responsibilities
Signpost patients to the correct service
Process personal, telephone and e-requests for appointments
Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
Initiating contact with and responding 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
Input data into the patients healthcare records as necessary
Manage all queries as necessary in an efficient manner
Maintain a clean, tidy, effective working area always
Monitor and maintain the reception area and notice boards
Ensuring general office areas are kept tidy and safe in accordance with the Health and Safety and Fire policies. Reporting any defects or unsafe practices to the Practice Manager.
Support all clinical staff with general tasks as request
Completing opening and closing procedures in accordance practice policy
Partake in audit as directed by the audit lead
Answering general enquiries explaining surgery procedures, giving results to patients after the doctor has made the necessary comments, making new and follow-up appointments
Receiving and recording requests for home visits.
On a PLT day to ensure that telephone message is telling patients that we are closed for staff training. Also restoring telephone services in the morning after the PLT
Ensuring that Practice Notes, Docman and AccuRx messages and e-mails are dealt in a timely manner and efficiently.
Communicating information about any unresolved or urgent matter.
Maintaining confidentiality regarding patient issues and the affairs of the practice
Other specific duties which may be allocated to individual team members
To help achieve this you must ensure that: -
i)All enquiries, whether from patients or others, are handled in a timely, efficient, and courteous manner
ii)Scanning of documents, record keeping, and distribution of documents is undertaken efficiently, accurately, and promptly
iii)You are familiar with use of the computer and that entries on the computer are made accurately and promptly
iv)Doctors letters are typed accurately and promptly, where required
v)You know the written instructions regarding:
doctors surgery times and their booking arrangements
Practice Standing Orders for Staff
how to identify a patient who will need a doctors immediate attention whether at home or in the surgery
the various individual duties allocated to office staff
Secondary Responsibilities
Participate in training and service redesign activities
Deliver training, mentoring and guidance to other staff
To perform computer searches as required with the clinical computer system
Contribute to the achievement and maintenance of good to outstanding CQC registration status.
Person Specification Care Navigator
Qualifications
Essential
Desirable
Educated to GCSE grade A-C equivalent in Maths and English
ü
Desire to learn and develop skills within the role
ü
Evidence of continuing education / professional development
ü
IT literacy to European Computer Driving License Equivalent
ü
Experience of working in a primary care or health care setting
ü
Awareness Quality and Outcomes Framework and Quality Improvement Scheme Frameworks, indicators
ü
Aptitudes and skills
Essential
Desirable
Desire to learn and develop skills within the role
ü
Emis user skills
ü
Effective keyboard skills and good spelling
ü
Work ethic, self-starter, able to work autonomously
ü
Self-motivated, articulate, and diplomatic
ü
Effective time management (Planning & Organising)
ü
Ability to work as a part of a team and autonomously
ü
Ability to deal with members of the public in a courteous and understanding manner
Excellent interpersonal skills, able to communicate with and understand a range of stakeholders
ü
Excellent written and oral communication skills
ü
Ability to plan, manage, monitor, and deliver activities to time and agreed specification
ü
Ability to follow policy and procedure
ü
Personal Qualities
Essential
Desirable
Professional demeanour and conduct
ü
Customer service focus
ü
Promotes organisational values
ü
Polite and confident
ü
Flexible and cooperative.
ü
Ability to use own judgement, resourcefulness, and common sense in response to patients enquiries and requests
ü
Ability to work under time pressure
ü
Commitment to ongoing professional development
ü
Punctual and committed to supporting the team effort
ü
Sensitive and empathetic in distressing situations
ü
Initiative and Judgement (knowing when to ask for help)
ü
Other requirements
Essential
Desirable
Flexibility to work outside of core office hours on occasion
ü
Disclosure Barring Service (DBS) check
ü
Pre-Employment Check Clearance
ü
Ability to travel between GP practice sites
ü
Good attendance record
ü
