Care Navigator

We seek a pleasant hard working Care Navigator to join our busy Reception Team with a start date as soon as possible. We value our good reputation and the high quality of service we deliver to our patients. As a front\-line member of non\-clinical staff you will be an integral part of the Practice providing patients with direct care and support. The post will form part of our Administration Team working with all members of the Practice Team and extended attached organisations such as the Community Nurses. This post is offered for 23\.5 hours per week, Monday 8:15\-16:30, Tuesday 13\.15\-18\.30, Wednesday 8:15\-13:30, Thursday non work day, Friday 8:15\-13:30 . Cover for absent colleagues is essential (planned absence such as holidays or sickness) General Practice is a first point of care, candidates must be confident to cope with the demands of the general public. This is a great opportunity for someone who wants to be part of an excellent team, who thrives on being busy and has a desire to do a great job for themselves and for our patient population. This would suit someone who lives within the local area of the Forest of Dean and the surrounding areas.

1\. Job Purpose

To support the practice clinical team by signposting patients to the appropriate healthcare professional or service, working as part of the practice’s multidisciplinary team. The Care Navigator will also be expected to undertake reception and administrative duties as part of the role, supporting the administration team in delivering a polite and professional service to the entitled patient population.

2\. Primary Responsibilities

• Ensure all patients are treated with dignity and respect by you, ensuring appropriate telephone and face\-to\-face manner is used with patients and callers thus promoting a pleasant and positive image of the Practice.


• Process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition.


• Answer incoming calls promptly, transferring calls or dealing with the callers’ request appropriately and timely.


• Process patient requests for appointments.


• Initiate contact with and respond to requests from patients, team members and external agencies.


• Input data into the patient’s healthcare records as necessary, such as changes to telephone numbers.


• Photocopy documentation as required.


• Entering of new and temporary registrations and relevant information as required to complete the process (including deductions).


• Direct requests for information, eg, SAR, Insurance/Solicitors’ letters and DVLA forms, etc, to the Administrative Team.


• Manage all queries as necessary in an efficient manner.


• Carry out system searches as requested.


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


• Monitor and maintain the Reception area and noticeboards.


• Support all clinical staff with general tasks as requested.


• Respond to online queries as appropriate.


• Monitor the shared e\-mail inbox and respond to queries as appropriate.


• Undertake tasks as delegated relating to Chronic Disease Management


• Effectively administer requests for visits, repeat medication, telephone calls to GPs, sick note requests, etc, on the Computerised System.


• Advise patients of relevant charges for private services, accept payments and issue receipts.


• Undertake scanning of correspondence as required.


• Ensure appointments are booked appropriately, following appointment templates and with the correct clinician.


• Instigate necessary action to resolve any issues with the telephone or appointment systems immediately.


• Ensure all actions in relation to patients are carried out promptly, such as task lists, phone messages to/from GPs, results, etc.


• Contribute to arranging/booking of annual health screening by 3rdparties, such as aneurysm and diabetic screening.


• Cover all reception duties as required or delegated to you by the Practice Manager, Assistant Practice Manager or GP Partners.

• Undertake all administration associated with patient need, such as contacting patients with blood test results, accurately recording all actions.


• Carry out all initiatives such as surveys, Friends \& Family Test and Enhanced Services as directed, in accordance with instruction.


• General administration such as photocopying and filing of patient notes.


• Ensuring all patients pay for private services and following the associated protocol.


• Attend meetings and training as requested.

Pay: £13\.00\-£13\.21 per hour

Education:

• GCSE or equivalent (preferred)

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