Care Navigator P/T 25.5 hoursNHS

Job summary

We have an exciting opportunity for an experienced, enthusiastic and highly motivated Care Navigator to join our well-established and friendly practice.

You will be responsible for maintaining a high level of quality reception and administration duties. Experience of EMIS is highly desirable but not essential as training will be given.

Applicants must be able to demonstrate excellent I.T. skills and strong communication skills with an ability to pay attention to detail. They must also be able to adapt easily to changes within the NHS and cope with the high level of demand of working in a fast paced environment.

The hours are on a set rota pattern;

Monday 8.00am - 12.00pm & 2.00pm - 6.30pm (9.5 hours)

Thursday 8.00am - 12.00pm & 1.00pm - 5pm(8 hours)

Friday 7.45am - 12.00pm &1.00pm - 4.45pm (8 hours)

There would also be an expectation for holiday / sickness cover, in line with all other receptionists working

Main duties of the job

• Ensure an effective and efficient care navigation service is provided to patients and any other visitors to the practice, including recording visits by visitors and checking their identification details
• Using Care Navigation skills to signpost patients to other relevant services
• Deal with all general enquiries and explain procedures to patients and their families
• Various administrative duties such as scanning, photocopying and filing

We are looking for someone who will fit in with our traditional style friendly practice

Job description

Job responsibilities:

Reception

• Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice, including recording visits by visitors and checking their identification details
• Receiving and routing of patients consulting with members of the practice team
• Using Care Navigation skills to signpost patients to other relevant services
• Checking patient identification details
• Deal with all general enquiries and explain procedures to patients and their families
• Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
• Patient notes and correspondence: retrieve and re-file paper records as required, ensuring strict alphabetical order is adhered to
• Arrange urgent transport for patients attending secondary care services
• Liaise with District Nursing, Health Visiting and other Primary Health Care Team services as requested
• Liaise with reception or other colleagues regarding unresolved or urgent problems
• Record messages (using the computerised practice note or email system as appropriate) for doctors, nurses and administrative staff.
• Helping new reception staff: induction, training and support to agreed standards

Administration

• To have a thorough knowledge of all practice procedures.
• To work in accordance with written protocols
• Printing notes summaries for home visits
• Prepare lists for all surgeries and clinics held as required
• Fax and photocopy as requested
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed
• Maximising Practice income from current QOF, LES, DES, commissioning contracts, etc
• Comply with information governance procedures

Appointments

• Process appointment requests from patients for current and future sessions by telephone and in person
• Deal with home visit requests. Enter requests for home visits onto the visit screen in EMIS, ensuring careful recording of all relevant details and where necessary refer to duty doctor
• Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner

Computer

• Familiarity with the Emis web computer system, as well as Clarity TeamNet and any other systems used by the practice
• Liaise with IT for any computer issues
• Registrations of new patients
• Process patients change of address on their records (have knowledge of practice area).
• Action repeat prescription requests (by phone, on paper and online) in accordance with practice procedures and ensure that they are ready for collection by the patient within 48 hours of ordering
• Enter patient information on to the computer as required.
• Scanning letters and documents onto the system in line with practice procedures
• Undertake deduction and amendment requests

Telephone

• Have working knowledge of telephone system, during and after hours.
• Cover for secretary when necessary
• Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery

Other Tasks

• Tidy after surgeries
• Ensure building security have thorough knowledge of doors/windows/alarm.
• Premises:

o Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.

o When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.

• Deal with complaints in accordance with practice complaints procedure
• Make drinks for partners and staff and ensure the kitchen is kept clean and tidy
• Being flexible with the working hours
• Deputising for other colleagues during annual or sickness leave
• Undertake any other additional duties appropriate to the post as requested by the Partners or the practice manager or practice administrator or reception supervisor.

The above list of duties is not exhaustive and may be subject to change as deemed necessary.

Confidentiality:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this job description, 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
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will 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
• Actively reporting of health and safety hazards and infection hazards immediately when recognised
• Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
• Undertaking periodic infection control training (minimum annually)
• 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, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/professional development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality:

The post-holder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

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

Contribution to the implementation of services:

The post-holder will:

• Apply practice policies, standards and guidance
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate

About us

Leven and Beeford Medical Practice has a friendly team of staff who all go above and beyond to exceed patient expectations.

We have a Good CQC rating, with 'Outstanding' in Care and 5 star feedback on I Want Great Care.