Job responsibilities
The Care
Navigator plays a key role as a member of the Patient Services team in
providing efficient, helpful and sympathetic care to Practice patients,
developing skills in equating Practice protocol with patients demands. Through sensible use of initiative, flexible
approach and working to consistent high standards of accuracy, he/she will
provide valuable help and support to the Partners and all colleagues in the
Primary Health Care team. You will be
expected to manage, plan and prioritise tasks efficiently and effectively to
achieve and maintain a high standard of patient care.
The Post holder
will show absolute respect and regard to confidentiality of patient information
at all times.
In addition to
this, it is essential that:
1)
Enquiries from patients are efficiently and
courteously handled.
2)
Distribution
of documents is undertaken efficiently and promptly
3)
That the surgery premises are kept tidy.
Dimensions
Marsden Road
Health Centre and Wawn Street Surgery are training practices operating from a purpose built buildings
Prime Responsibilities
Messaging/Telephone
To receive and
accurately and appropriately pass on messages via all mediums (including, but
not restricted to, telephone, paper, in person and electronic) while acting in
an efficient and helpful manner and according to protocol.
Reception General
- Attend to queries in a helpful and efficient
manner.
- Arrive patients using the computer systems
or help them to self check-in.
- Ensure waiting patients are kept informed of
doctors running late.
- Handling small amounts of cash for private
services.
- Receive deliveries appropriately (i.e.
vaccines to go in fridges).
Request for Home Visits
Request for home
visits to be received and dealt with in accordance with procedure
Signposting
Undertake
informed choice conversations with patients to enable then to get help from the
correct professional or service in a timely manner. Use tools made available to facilitate and
continually develop/improve this process
Prescriptions
Distribution of
acute prescriptions for GPs signing. - in accordance with procedure.
Scanning
Accurately
scanning patient information (i.e. letters, results etc.) onto computer in
accordance with procedure.
Lab Results
Giving results to
patients when they ring the surgery following the code of confidentiality at
all times.
General
Clerical work as
delegated also to include ensuring post taken to post office daily.
Chaperoning
Providing
chaperone service to GP as and when required, in accordance with procedure.
Records
Patient records
to be made up for all new patients joining the list. Record storage admin for offsite record
deposit/retrieval
Computer
General use of
computer facilities as directed in various aspects of reception/records work.
Stock Control
Responsibility
for maintaining levels of stock as delegated.
Patient Experience
Initial point of
contact for complaints. Discuss patient concerns and try to find a satisfactory
solution to straightforward queries with the patient. Escalation as per practice protocol when
appropriate and then Practice Management team.
Building Security
Opening and
closing up of the building on some occasions
Working alone for short periods
A team leader is
available during this time, contactable by telephone
Miscellaneous responsibilities
Ongoing concern
for welfare of patients and security of premises. Maintenance of all the areas of Practice and
equipment in tidy and presentable order at all times, as per the Health and Safety
Guidelines.
Additional
Requirements
- Maintaining and adhering to Practice Health
and Safety policies
- Agreement to take up necessary training as
required
- Occasional overtime if required
- Wearing of a practice uniform.
- Any Other reasonable duties as directed by
the Practice Management or Patient services leader within the scope of this
post.
- Liaison with outside agencies, e.g.
Hospitals, Nursing Homes, Chemists etc
Knowledge Skills, Training and Experience
After a period of
induction, you will receive support and ongoing on the job training supported
by procedures and protocols on all areas of the job required of you. However, you will be expected to attend Mandatory
training in the form of Confidentiality, Health & Safety, Fire and CPR.
Theoretical and practical knowledge
o
General Computer skills
o
Pleasant, helpful and effective telephone manner
o
Competence in written and spoken English
o
Competent in the use of office equipment ie
photocopier
Professional or Specialists Knowledge
o
Knowledge of EMIS clinical system
Analytical
o
Judgments involving facts or situations ie
prescription/results queries
o
Receiving and issuing prescription requests
o
Exercise judgment when dealing with patient
inquiries; analyse and resolve patient problems i.e. ambulance bookings,
hospital queries
Planning and Organisational
You will be
required to organize your own day to day task or activities referring to your
Team Leader when necessary.
o
Ensure practice standards/deadlines are met ie, repeat
prescriptions, scanning etc
Communication & Relationship Skills
You will be
expected to provide and receive routine information which may require a certain
amount of tact or persuasive skills. For
example making and rearranging appointments and giving out appropriate
information to patients as regards clinics and surgeries. You will come into contact with many patients
with problems ie elderly, hard of hearing, mentally ill and you will be
expected to deal with each patient with sensitivity, tact understanding,
empathy and reassurance.
WORKING
RELATIONSHIPS
- General Practitioners
- Practice Management and senior team
- Other members of patient services/clinical
coding/secretarial team
- Members of Practice/Community nursing team
- Other members of the Primary Health Care Team
- Patients
- Outside agencies
Key Result Areas
Patient/Client Care:
You will be
expected to provide general non clinical advice, information, guidance or
ancillary services directly to patients, relatives or carers working within
practice policy and procedures. This
will be done either face to face or telephone.
Area of information you will be giving out:
- Pathology results
- Taking and relaying messages etc.
- Provide general non clinical advice
- Advice to patients about surgery times and
availability
Policy and Service Development:
There are policies
and procedures covering all aspects of your job, you are expected to follow
these effectively and efficiently taking on board any changes as they are
reviewed by your Practice management team or
Team Leader
Financial and Physical Resources:
You will be expected
to observe a personal duty of care with equipment under your direct control
- Computer, printer, scanner, photocopier etc.
Human Resources:
- Demonstrate own activities to less experienced employees
- Demonstrate activities to new starters
Information Resources:
This post
involves data entry onto the clinical system which may include entering home
visits. This should be done accurately
and with care following the practice procedures at all times.
Research and Development:
None in this post
Freedom to Act:
This post
requires that you work within clearly defined policies and procedures with
close supervision of the Team Leader when necessary. However some initiative will be necessary when
dealing with repeat prescriptions or pathology following guidance from practice
protocols.
Effort and
Environment:
Physical
There is little physical
effort required in this post. This will
entails a small amount of walking, standing, sitting. However there is a certain
degree of computer work which demands good keyboard skills.
Mental
A certain amount of
concentration will be required when dealing with patient queries to understand
what the problem/query is and how this can be resolved. Certain tasks will also need concentration
especially transferring of patient notes, repeat prescriptions, and giving out
results.
Emotional
Occasional exposure to
distressed or emotional circumstances.
o
Distressed patients
o
Bereaved relatives
o
Telephone calls from distressed patients.
Working Conditions
There is
a staff room and kitchen where staff have their breaks. Work stations are adequate and clean. However
there may be occasional exposure to unpleasant conditions:
o
Exposure to hazards
o
Verbal, aggression
from patients
o PC use
