Care Navigator (Patient Services Team) 32 Hours

Job summary We are looking for a highly motivated, caring and organised individual to join our fast-paced Patient Services Team to support the efficient day-to-day running of our practice sites.The roles is 32hrs.The Practice sites are open8 - 8 Monday, Tuesday, Thursday8 - 6 Tuesday and Thursday9 - 1 Saturday Main duties of the job The role of Care Navigator at the Practice encompasses a range of patient facing and admin duties.
This includes answering all incoming phone calls to the practice and queries at the front desks, making phone calls and sending text messages/emails/letters, and completing all other admin duties required to provide our patients with the best care possible.The working hours are over 7 days (majority of hours currently Monday to Friday) which includes evenings and Saturdays on a rota basis plus annual leave cover for other team members.
General computer skills are essential, experience of Emis Web would be an advantage.
Successful candidates who have been selected for interview will be contacted by e-mail within 10 working days of the closing date for applications.
If you have not heard by this time unfortunately you have been unsuccessful.
About us Our team comprises of Partners, salaried GPs, Nurses, HCAs,SNA's, NA's Registrar's, F2 Gp and PA's who look after over 22700 patients, many of which have been with us across generations over two sites.A teaching, training and research practice striving to grow and develop the next generation of clinicians.All of our clinical staff are supported by a well-established management and admin team comprising of over 40 staff of differing roles.
All the team get together in our staff room for coffee, food and a catch up every day, it offers a supportive environment to bounce ideas around and get to know one another!If you bake cake its a winner - we all love cake!
Job description Job responsibilities The CareNavigator plays a key role as a member of the Patient Services team inproviding efficient, helpful and sympathetic care to Practice patients,developing skills in equating Practice protocol with patients demands.
Through sensible use of initiative, flexibleapproach and working to consistent high standards of accuracy, he/she willprovide valuable help and support to the Partners and all colleagues in thePrimary Health Care team.
You will beexpected to manage, plan and prioritise tasks efficiently and effectively toachieve and maintain a high standard of patient care.The Post holderwill show absolute respect and regard to confidentiality of patient informationat all times.In addition tothis, it is essential that:1) Enquiries from patients are efficiently andcourteously handled.2) Distributionof documents is undertaken efficiently and promptly3) That the surgery premises are kept tidy.
DimensionsMarsden RoadHealth Centre and Wawn Street Surgery are training practices operating from a purpose built buildingsPrime ResponsibilitiesMessaging/TelephoneTo receive andaccurately and appropriately pass on messages via all mediums (including, butnot restricted to, telephone, paper, in person and electronic) while acting inan 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 ( vaccines to go in fridges).Request for Home VisitsRequest for homevisits to be received and dealt with in accordance with procedureSignpostingUndertakeinformed choice conversations with patients to enable then to get help from thecorrect professional or service in a timely manner.
Use tools made available to facilitate andcontinually develop/improve this processPrescriptionsDistribution ofacute prescriptions for GPs signing.
- in accordance with procedure.ScanningAccuratelyscanning patient information ( letters, results etc.)
onto computer inaccordance with procedure.Lab ResultsGiving results topatients when they ring the surgery following the code of confidentiality atall times.GeneralClerical work asdelegated also to include ensuring post taken to post office daily.ChaperoningProvidingchaperone service to GP as and when required, in accordance with procedure.RecordsPatient recordsto be made up for all new patients joining the list.
Record storage admin for offsite recorddeposit/retrievalComputerGeneral use ofcomputer facilities as directed in various aspects of reception/records work.Stock ControlResponsibilityfor maintaining levels of stock as delegated.Patient ExperienceInitial point ofcontact for complaints.
Discuss patient concerns and try to find a satisfactorysolution to straightforward queries with the patient.
Escalation as per practice protocol whenappropriate and then Practice Management team.Building SecurityOpening andclosing up of the building on some occasionsWorking alone for short periodsA team leader isavailable during this time, contactable by telephoneMiscellaneous responsibilitiesOngoing concernfor welfare of patients and security of premises.
Maintenance of all the areas of Practice andequipment in tidy and presentable order at all times, as per the Health and SafetyGuidelines.AdditionalRequirements 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, Hospitals, Nursing Homes, Chemists etcKnowledge Skills, Training and ExperienceAfter a period ofinduction, you will receive support and ongoing on the job training supportedby procedures and protocols on all areas of the job required of you.
However, you will be expected to attend Mandatorytraining in the form of Confidentiality, Health & Safety, Fire and CPR.Theoretical and practical knowledgeo General Computer skillso Pleasant, helpful and effective telephone mannero Competence in written and spoken Englisho Competent in the use of office equipment iephotocopierProfessional or Specialists Knowledgeo Knowledge of EMIS clinical systemAnalytical o Judgments involving facts or situations ieprescription/results querieso Receiving and issuing prescription requestso Exercise judgment when dealing with patientinquiries; analyse and resolve patient problems ambulance bookings,hospital queriesPlanning and OrganisationalYou will berequired to organize your own day to day task or activities referring to yourTeam Leader when necessary.o Ensure practice standards/deadlines are met ie, repeatprescriptions, scanning etcCommunication & Relationship SkillsYou will beexpected to provide and receive routine information which may require a certainamount of tact or persuasive skills.
Forexample making and rearranging appointments and giving out appropriateinformation to patients as regards clinics and surgeries.
You will come into contact with many patientswith problems ie elderly, hard of hearing, mentally ill and you will beexpected to deal with each patient with sensitivity, tact understanding,empathy and reassurance.WORKINGRELATIONSHIPS 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 agenciesKey Result AreasPatient/Client Care:You will beexpected to provide general non clinical advice, information, guidance orancillary services directly to patients, relatives or carers working withinpractice policy and procedures.
Thiswill 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 availabilityPolicy and Service Development:There are policiesand procedures covering all aspects of your job, you are expected to followthese effectively and efficiently taking on board any changes as they arereviewed by your Practice management team orTeam LeaderFinancial and Physical Resources:You will be expectedto 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 startersInformation Resources:This postinvolves data entry onto the clinical system which may include entering homevisits.
This should be done accuratelyand with care following the practice procedures at all times.Research and Development:None in this postFreedom to Act:This postrequires that you work within clearly defined policies and procedures withclose supervision of the Team Leader when necessary.
However some initiative will be necessary whendealing with repeat prescriptions or pathology following guidance from practiceprotocols.Effort andEnvironment:PhysicalThere is little physicaleffort required in this post.
This willentails a small amount of walking, standing, sitting.
However there is a certaindegree of computer work which demands good keyboard skills.Mental A certain amount ofconcentration will be required when dealing with patient queries to understandwhat the problem/query is and how this can be resolved.
Certain tasks will also need concentrationespecially transferring of patient notes, repeat prescriptions, and giving outresults.Emotional Occasional exposure todistressed or emotional circumstances.
o Distressed patientso Bereaved relativeso Telephone calls from distressed patients.Working Conditions There isa staff room and kitchen where staff have their breaks.
Work stations are adequate and clean.
Howeverthere may be occasional exposure to unpleasant conditions:o Exposure to hazardso Verbal, aggressionfrom patientso PC use Person Specification Qualifications Essential GCSE (or equivalent) English Desirable Customer Service Experience Essential Customer service experience for at least 12 months Experience of working in a fast paced environment, managing priorities.
Experience of working with the public face to face and over the phone.
Experience of working as part of a multi-disciplinary team.
Desirable Knowledge of emis web