Care Navigator

Job description

Job responsibilities

Please note, this role is based at Priorslegh Medical Centre in Poynton

• Be the first point of contact with patients who are making clinical and non -clinical requests via the Middlewood AskmyGP system

• Ensure safety of our patients by following correct processes

• Ensure that requests which are received within the Middlewood Hub service are allocated appropriately to ensure that patients and other healthcare professionals are directed to the most appropriate healthcare professional or other end disposition

• Use of effective questioning and active listening to ensure when speaking to patients that patients achieve the correct outcome

• Use advanced communication, negotiation and probing skills across a wide range of enquiries including emotive circumstances or caller aggression

• Contribute to the management of both episodic continuity and long-term continuity of care

• Ensure that any AskmyGP request that does not require a clinical intervention are redirected to other appropriate resources

• Communicate effectively with patients, carers and all health care professionals and other Middlewood staff

• Quickly and accurately record patient details, symptoms and enquiries where further contact is required

• Maintain an up-to-date awareness of current policies

• Actively contribute to the development and service improvement within the Hub proactively offering ideas and suggestions for improvements

• Actively monitor own adherence, conformance and non-productive time to drive efficiency within the Hub and ensure patient safety is not compromised

• Participate fully in meetings with your Team Leader and in an annual performance review to identify areas of professional development

Person Specification

Qualifications

Essential

• Good standard of education with excellent literacy and numeracy skills

Skills

Essential

• Excellent communication skills and interpersonal skills
• Demonstrable IT skills
• Proven problem solving and analytical skills
• Ability to maintain a positive work environment
• Demonstrable attention to detail

Experience

Essential

• Experience of working with the general public
• Experience of working in a healthcare setting
• Customer or patient service complaints resolution
• Experience of working in a team
• Knowledge and experience of conflict management
• Experience of working closely with colleagues, managers and clinicians

Desirable

• Experience of working in Primary Care
• Knowledge and experience of safeguarding

Aptitude

Essential

• Personable, approachable and empathetic
• Sensible and able to use own initiative
• Demonstrates honesty and integrity and promotes organisational values
• Ability to maintain confidentiality and trust
• Ability to work under pressure and to tight and often changing deadlines
• Proven team worker with ability to motivate others
• Able to manage conflict in a positive and supportive manner
• Able to demonstrate flexibility, enthusiasm and commitment
• Ability to work on own initiative and organise workload

Employer details

Employer name

The Middlewood Partnership

Address

Bollington Medical Centre

Wellington Road

Bollington

SK10 5JH

Employer's website

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