Care NavigatorNHS
Job summary
We are seeking someone to join our Care Navigation team in a busy GP Practice.
Based in Hull on Spring Bank West, our Care Navigators serve as the first point of contact for more than 4000 patients. They play a vital role in signposting individuals to the most appropriate services, ensuring they receive timely and effective support.
This is a demanding yet highly rewarding role, essential to maintaining the smooth and efficient running of the practice and delivering highquality patient care. Working within established surgery protocols and in close collaboration with both clinical and nonclinical teams, we are looking for candidates who thrive in a fast-paced environment and are willing to go the extra mile for patients.
Please note: The closing date may be brought forward if we receive a high volume of applications.
Main duties of the job
The Care Navigator is a front-of-house, first point of contact role for those accessing our services.
We need candidates who will
- deal with enquiries professionally, courteously and in a confidential manner
- signpost patients to the appropriate services working to surgery protocols
- provide administrative support including new patient registrations, appointments diary and templates, and on-call rota
- provide cover for staff holiday and sickness
Job description
Deal with patient enquiries received electronically, by telephone and face to face.
Care navigate where possible, signposting patients to ensure timely and appropriate assistance.
Apply waiting room management processes.
Handle confidential and sensitive discussions, whether face-to-face or via telephone, maintaining privacy at all times.
Print patient summaries for home visits and check that home visits are actioned.
Deal with medical emergencies in accordance with practice procedures booking ambulance transport as requested.
Process information in respect of new registrations, deductions, changes of address and temporary resident applications ensuring that full information is given to the patient to enable them to access our services appropriately.
Promote online services including NHS App.Check patient ID and verify where appropriate in accordance with practice protocols.
Process requests for repeat medication in accordance with practice protocols.
Process GP2GP records in and out of the practice.
Receive and process specimens in accordance with practice protocol.
Liaise with ERS transport drivers in respect of collection of specimens and internal mail.
Relay results of tests and investigations to patients which have been filed on EMIS Web and commented on by medical staff. ALWAYS check before giving results and observe rules of confidentiality in relation to third party requests for information.
Ensure that all messages for doctors, nurses and staff are passed on quickly and efficiently. Respond to and action tasks sent from EMIS Web clinical system.
Undertake filing and retrieval of medical records as necessary.
Advise patients where charges are made for non-NHS services and seek advice from relevant personnel in this respect.
Scan correspondence onto clinical system.
Enter coded information into patient medical record as indicated.
Undertake general tidying of medical records including cutting down and tagging of referral letters, results and note cards in date order.
Liaise with Doctors, Nurses, Community Staff, and other authorised personnel in respect of general queries.
Using the master spreadsheet for reference, add and amend appointment templates onto the EMIS Web system for doctors, nurse practitioner, pharmacist ACP, nurses, registrars, students, HCAs etc. Ensure adequate cover at all 3 sites and liaise with colleagues to ensure when cover is reduced surgeries are booked accordingly.
Participate in overtime to cover absences of leave or sick leave. Cover will be shared fairly between team members under the direction of the team leader.
Deal with concerns from patients, seeking advice from colleagues and team leader where appropriate.
Advise patients on the Complaints Procedure.
Assist the dispensers, taking in and handing out repeat prescriptions and dispensed medication. Take payment where appropriate.
Ensure that all handovers to other staff are conducted efficiently and comprehensively to ensure continuity of service to doctors and patients.
Familiarise yourself with the Staff Manual and follow practice policies and guidelines.
Conduct building opening and close down procedures.
This job description outlines the key duties of the role but is not an exhaustive list. You are required to undertake any other duties as requested which are commensurate with the role to ensure the smooth running of the practice. The job description and rota may be amended to suit the needs of the business. Notice will be given of any proposed changes.
About us
Eastgate Medical Group is a large organisation based in Hornsea with other sites in Aldbrough (branch site) and Hull (Hastings Medical Centre). As part of the Yorkshire Coast and Wolds PCN in East Yorkshire and Symphonie PCN in Hull, we are a forward-thinking organisation striving to provide high quality patient care.
The Team is led by 9 GP-Partners, with support from Advanced Clinical Practitioners, Nurse-Prescribers, Long-term Conditions Nurses and Healthcare Assistants.
The clinical team is supported by trained Care Navigators, Dispensers and Administrators.
We encourage and support the personal development of staff and are looking for the right people to fit with our team.