Care Navigator

Job description

Job responsibilities

Duties and 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 the Lead receptionist/Management Team, dependent on current and evolving practice workload and staffing levels:

• Premises:
• Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients
• When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm is activated.
• Maintain security in accordance with practice protocols
• Maintaining and monitoring the practice appointments system
• Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional
• Processing and distributing incoming (and outgoing) mail
• Taking messages and passing on information
• Filing and retrieving patient records
• 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 member and associated healthcare agencies and providers
• Re-stocking of administrative paperwork within consulting rooms as required
• Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying.
• Ordering, re-ordering and monitoring of NHS stationery and other supplies from PCSE
• Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
• Maintenance of patients records, including starting a new wallet when required and arranging the contents as per practice protocol (Amalgamating)
• Ensure an effective and efficient reception service is provided to patients and other visitors to the practice.
• Deal with all general enquiries, explain procedures and make new and follow-up appointments.
• Ensure that all new patients are registered onto the computer system promptly and accurately
• Explain practice policies and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed.
• Process patients’ change of address - computer data and medical records (have knowledge of practice area)
• Enter requests for home visits onto the appointment page, and print off patient summaries when home visit request is promoted to actual visit
• Advise patients of relevant charges for private & non NHS services, accept payment and issue receipts.
• To have a thorough knowledge of all practice procedures and where they are located.
• To work in accordance of written protocols
• Have working knowledge of telephone system during and after hours

Confidentiality:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & safety:

The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:

• Using personal security systems within the workplace according to practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way, free from hazards
• Actively reporting health and safety hazards and infection hazards immediately when recognised
• Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder’s role
• Undertaking periodic infection control training (minimum annually)
• Reporting potential risks identified
• Demonstrate due regard for safeguarding and promoting the welfare of children.

Equality and diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/professional development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, with such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality:

The post-holder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognise people’s needs for alternative methods of communication and respond accordingly

Contribution to the implementation of services:

The post-holder will:

• Apply practice policies, standards and guidance
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths

Experience

Desirable

• Experience of working within a GP Practice environment
• Working knowledge of SystmOne would be a definite advantage

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.

Employer details

Employer name

Suffolk Primary Care

Address

20 Low Road

Debenham

Stowmarket

Suffolk

IP14 6QU

Employer's website

http://suffolkprimarycare.uk/ (Opens in a new tab)