Job description

Job responsibilities

Care Navigator

Line manager

Reception Supervisor

Accountable to

Practice Manager

Hours per week

Up to 37.5 hours per week

Job summary

The Care Navigator is the first point of contact for patients contacting our GP surgery. This can be via a variety of methods, including telephone, face to face, online consultation service and email. The purpose of the role is to optimise the patients journey, taking every opportunity to ensure that requests are managed appropriately whilst delivering the a high quality of service.

Primary responsibilities

Answering high volume calls from our patients in an efficient and courteous manner.

Putting patients at ease and providing clear, concise information.

Taking clear and concise notes of patient interactions and ensuring these are documented accurately in the SystmOne clinical software tool.

After appropriate training, triaging patient calls using a variety of questioning techniques in order to develop a full picture of the nature of the patients problem and then signposting the patient to the appropriate care.

Identifying potentially serious problems and bringing those to the immediate attention of the correct clinician.

For less serious or routine problems, working with the patient to identify an appropriate timeframe for them to be seen, and the appropriate professional to see them.

Building and maintaining strong relationships with all direct team members, clinicians and recognising healthcare professionals in the practice as a scarce resource to be used appropriately.

Developing and maintaining an in-depth knowledge and understanding of the services provided in the practice and in the wider health community and being able to use this knowledge to guide the patient to that service.

Dealing appropriately with instructions and queries from clinicians and outside agencies.

Covering the reception desk and dealing with patient enquiries face to face.

Following practice standard operating procedures as set out in the practices Care Navigation & Administration Handbook.

Dealing with patient requests received via the online consult system.

Responding to email requests received.

Actioning tasks in SystmOne Workflow.

Supporting the pharmacy team with patient prescription requests.

Maintaining strict confidentiality in relation to all issues concerned within requirements of the Data Protection Act 1984, Information Governance and Caldicott Principles.

Remaining up to date with all statutory and mandatory training.

Additional responsibilities

Confidentiality:

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health & other matters. They do so in confidence & have the right to expect that staff will respect their privacy and act appropriately

In the performance of the duties outlined above, 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

Health & Safety:

The postholder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to 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 and free from hazards

Reporting potential risks identified

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 recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, & current legislation
• Respecting the privacy, dignity, needs & beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to & of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Communication:

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

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognize peoples needs for alternative methods of communication and respond accordingly

The person specification for this role is detailed below.

Person specification Care Navigator

Qualifications

Desirable

GCSE Maths and English grade C

Experience

Desirable

Experience of working with the general public

Experience of working in a primary care environment

Experience of working with sensitive data and maintaining confidentiality

Experience of chronic disease management

Experience of SystmOne

Skills

Desirable

Excellent communication skills (written and oral)

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 clinical policy and procedure

Personal qualities

Essential

Desirable

Polite and confident

Flexible and co-operative

Sensitive and empathetic in distressing situations

Ability to work under pressure/in stressful situations

Effectively able to communicate and understand the needs of the patient

Punctual and committed to supporting the team effort

Other requirements

Essential

Disclosure Barring Service (DBS) check

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths

Desirable

• -

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

Hillfoot Surgery

Address

126 Owlcotes Road

Pudsey

West Yorkshire

LS28 7QR

United Kingdom

Employer's website

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