Care NavigatorNHS

Job summary

We are looking for a Care Navigator to join our busy GP practice team.

As a Care Navigator, you will be the first point of contact for many of our patients. You will listen to their needs, provide appropriate information and help them access the most suitable healthcare professional or service.

You will need excellent communication skills, a calm and helpful approach, and the ability to deal sensitively and professionally with patients who may be worried, unwell or vulnerable.

Main duties of the job

The Care Navigator will provide a welcoming and efficient first point of contact for patients, supporting the smooth day-to-day running of the practice. The role involves coordinating patient access to appropriate healthcare services, managing enquiries and communications, and ensuring accurate and timely processing of patient information. You will work closely with the practice wide team to support patient care and maintain an effective service.

Job description

Main Duties

1. General Reception Duties

Respond promptly and politely to all requests for assistance from patients and visitors.

Explain practice services to new patients, temporary residents and people requiring emergency necessary treatment. Register patients recording all relevant details accurately and comprehensively on the EMIS computer system.

Receive specimens from patients and carry out relevant administrative duties

Advise patients of relevant charges for private medical services. Accept payment and issue receipts.

Log requests for home visits on to the computer appointment system, include all relevant information.

Accept and record requests for prescriptions from patients. Process requests for repeat prescriptions ordered through the practice email and paper requests.

Manage the practice email.

When required contact ambulance department to request urgent ambulances

Scan incoming correspondence on to EMIS computer system in line with practice guidelines.

Answer patient enquiries for test results following the practice protocol.

Inviting patients to book for reviews etc.

2. Appointments System

Maintain total familiarity with all appointment systems operating within the Practice including requests for regular, urgent and extended access appointments, nurse appointments and appointments with associated staff.

Triage appointment requests to appropriate clinician.

Maintain efficient operation of appointments system, monitor flow of patients into consulting rooms and treatment rooms. Inform patients of any delays, relevant of any changes to the appointment situation.

Monitor effectiveness of appointments system and ensure all variations or problems are reported and resolved immediately.

Adjust surgeries and rearrange patient appointments as required.

3. Medical Records

Maintain accurate registration information on patient computer.

Scan documents onto computer records.

4. Operation of Telephone System

Receive and make telephone calls as required.

Take and forward messages.

Contact patients either verbally, sms or in writing. to feedback information from GP.

Liaise with hospitals and other organisations as required

Enter relevant data on patient computer records, update templates and patient summaries.

7. Data Entry

Update medical record templates to record information such as smoking status etc.

Record receipt of insurance forms and solicitors reports.

8. Start and End of Day Procedures

Lock and unlock, activate/deactivate the alarm system at the start and end of each day to maintain maximum security levels.

Prepare Reception in readiness for the Surgery being open for patients.

9. Any other delegated duties considered appropriate to the post.

Specific duties carried out by individual/named Receptionists i.e. FP34 prescriptions, summarising, deductions, insurance forms, cervical smear prior notifications, baby imms etc

About us

Beacon View Medical Centre is a busy, friendly and patient-focused GP practice based in Gateshead, serving a diverse local population of around 5,700 patients.

We are a welcoming and supportive team who work closely together to provide high-quality NHS primary care. Our team includes GPs, nursing and healthcare staff and administrative staff, working alongside wider community and primary care services.

Our practice is part of Gateshead Central South Primary Care Network, giving us the opportunity to work collaboratively with other local practices and a wider range of healthcare professionals and services.