Care Navigator - General Practice

Job description

Job responsibilities

Job Summary

You will work in our care navigation hub taking calls from patients and signposting them to the most appropriate healthcare professional or service, working as part of the practices multidisciplinary team.

The care navigator may also be required to cover reception duties, supporting the front of house team in delivering a polite and professional service to the practice patient population.

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 on factors such as workload and staffing levels:

a. Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately

b. Process patient requests for appointments and telephone calls and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition

c. Initiate contact with and respond to requests from patients, team members and external agencies by phone, email and text

d. Data entry of temporary registrations and relevant patient information as required

e. Input data into the patients healthcare records as necessary

f. Manage all queries as necessary in an efficient manner

g. Maintain a clean, tidy, effective working area at all times

h. Support all clinical staff with general tasks as requested (appropriate to role)

i. Undertake all mandatory training and induction programmes

j. Attend a formal appraisal at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed

k. Contribute to public health campaigns (e.g., flu clinics) through advice or direct care

SecondaryResponsibilities

In addition to the primary responsibilities, the Care Navigator may be requested to:

a. Participate in practice audit as directed by the audit lead

b. Support front of house staff, providing cover during staff absences

c. Action incoming emails, tasks, texts when necessary

d. Complete opening and closing procedures in accordance with the duty rota.

Person Specification

Qualifications

Essential

• Educated to GCSE level or equivalent

Desirable

• GCSE Mathematics and English grade 4/C or above
• Medical terminology
• Customer Service qualification

Experience

Essential

• Experience of working with the general public

Desirable

• Experience of working in a healthcare setting

Skills

Essential

• Excellent communication skills (particularly telephone)
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

Desirable

• EMIS user skills

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

Other Requirements

Essential

• Flexibility to work outside of core office hours
• Disclosure and Barring Service (DBS) check

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

Taurus Healthcare Limited

Address

Ryeland Surgery

Westfield Walk

Leominster

Herefordshire

HR6 8HD

Employer's website

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