Care Navigator

Job summary As part of Suffolk Primary Care, which is a group of 7 GP practices across Suffolk, we are seeking torecruit an enthusiastic andflexible Care Navigator, with strong customer service skills, for Derby Road inIpswich who look after over 18,700 patients.Derby Road have 2 sites, based in the heart of Ipswich, with closetravel links to the beautiful Suffolk countryside and the Suffolk coast.
We have anestablished team with a strong focus on customer service and communication.
Wewould love to hear from candidates with GP surgery experience although we wouldalso like to hear from those that can show flexibility and a range oftransferable skills.
The successfulcandidate should be able to work calmly and professionally as part of a team.You should have the ability to multi-task.
A strong command of written andspoken English with an excellent telephone manner is a must.
Good timemanagement skills and the ability to follow protocols and or instruction andattention to detail is essential.
Main duties of the job To provide comprehensiveadministrative support for the general practice and to act as focal point forpatients and staff.To receive and assist and directpatients in accessing the appropriate service or healthcare professional in acourteous, efficient and effective way.Offer general assistance to thepractice team and project a positive and friendly image to patients and othervisitors either in person or via the telephone.Facilitate effectivecommunication between patients and members of the healthcare community.
Handle patient complaints inaccordance with practice protocols.To provide an efficient andaccurate support to the secretarial team, clinicians & patients.
About us SPCis an innovative partnership of Suffolk GP surgeries.Doctorsand practice staff share resources and work together to ensure patientscontinue to receive high quality healthcare.SuffolkPrimary Care is committed to a policy of equal opportunities in employment.Applicants will ideally be fully vaccinated against Covid.Benefitsof working for SPC include:NHSPension SchemeTheNHS Pension Scheme is a defined benefits schemeLifeinsuranceFamilybenefits including an adult dependents pension and childrens pensionIllhealth benefits20%employer contributionElectricCar Salary Sacrifice SchemeNodepositNocredit checkFullycomprehensive insuranceServicingand tyresBreakdowncoverUpto £2,000 contribution from SPC subject to conditionsProperPay & Cost of Living BenefitsLivingWage Foundation AccreditedGPRemote WorkingEyeCare Vouchers Health Service DiscountsAnnualLeave - Minimum 33 days including bank holidays FTE with enhancements for longserviceEnhancedMaternity & Paternity termsHighstreet discounts through our own online portalTechnologyand Homewares Salary Sacrifice schemes with Currys and John LewisCycleto Work Salary Sacrifice SchemeGymSalary Sacrifice Scheme Job description Job responsibilities Torespond to all queries and requests for assistance from patients and visitorsat reception ensuring at all times that enquires from patients are efficientlyand courteously handled.Toensure that telephones are at all times answered promptly and politely at alltimes, accurate messages taken and calls passed to the appropriate person asnecessary, supplying information as required in a timely fashion.Toensure that scanning, filing, record keeping and distribution of documents areundertaken efficiently and promptly.Toensure that the waiting area and leaflet stands are at all times kept tidy andleaflets are re-stocked or removed as required and to check and put awaydeliveries of stock as required.Use thesurgery computer system for appointments, patient data, repeat prescriptionsand other patient related tasks.Greetpatients and log arrival on the computer/show patients how to use the automatedbooking in service.Collectany necessary information from the patient for their consultation, deal withany enquiries and provide any information the patient may need.To sendout recall letters for chronic disease quality marker clinics in line withrequirements of the GP Contract.Recordrequests for house calls, ensuring accurate details are taken and print offvisit summary.Tofrank mail and prepare for posting on a daily basis and deal with includingincoming mail as required, including date stamping.To fileall correspondence in appropriate files on a daily basis.Toprepare acute/repeat prescriptions for GP signature, ensuring at all times thecorrect name, address and date of birth of the patient.Toassist with new patient registrations together with inputting their necessarydata onto computer and making up new files/amalgamating and process amendmentsto patient records.To bookinterpreters as and when required for patients and advise whether or notrequest has been completed.Toensure the prompt return of files on a weekly basis to Business ServiceOrganisation (BSO), ensuring that a printed summary/scanned images are includedbefore returning patient files to BSO.
(CCG currently).Tocarryout routine daily backups of computer system.Toadvise patients of relevant charges for private services, accept payment andissue receipts if necessary.Tophotocopy and fax information when required, ensuring photocopying is kept upto date at all times.Tocover duties of absent members of staff as and when required including coverduring tea/lunch breaks at reception as and when required.To sendout DNA letters to patients.To actas chaperone when requested and print off smear forms for the patient/checkpatient specific directives (PSD).Toattend staff meetings as required and participate fully in annual staffappraisal.Anyother clerical/reception duties as deemed appropriate and requested by seniorreceptionists or line managers.To beflexible in the workplace in terms of hours worked as and when the need arisesand be prepared to work across sites.Tooperate start and end of day procedures in line with practice policy and ensurepremises are prepared for staff to receive patients and also secured after use.Toprovide an efficient audio/copy typing service for GPs and health professionalsas required.
This includes the typing of letters, reports, patient referralsand liaising with organisations relating to patient matters in an accurate andquality manner.
Person Specification Experience Essential Knowledge or experience of working with standard office equipment eg scanners, copiers, printers, faxes, telephones.
One years experience in busy customer service or reception environment.
Experience of working in a team.
Use of bespoke computer systems.
Understanding of health and safety policies and procedures.
Desirable Confidence to use own judgement based on resourcefulness and local knowledge in response to patient or staff queries.
Understanding of local health issues.
Previous NHS experience Experience of clinical systems, including SystmOne Qualifications Essential GCSE grade A to C in English and Maths EDCL/RSA Typing qualification with the ability to touch type Desirable ECDL/CLAIT or other IT qualification.
NVQ level 2 in customer service.
Medical receptionist diploma