Care Navigator

We are looking to appoint a Care Navigator to join our Patient Experience Team at our busy GP practice who will be the first point of contact for patients, contractors, and visitors as well as carrying out general office management tasks.

You will be responsible for the general administrative and reception duties within the Practice and work with our established processes, policies and procedures to provide a comprehensive high-quality service and deal efficiently and courteously with patient enquiries.

You will have excellent communication skills, a compassionate and friendly nature who can operate in a busy environment with a range of people and professions, as you will be working in our clinical and administration teams.

Your regular duties in this role will be dealing with telephone, face to face and electronic enquiries, booking and/or amending patient appointments and home visits, contacting patients to provide information from the clinical team and assisting patients to access our services and those available in the wider community.

This role is ideal for someone who is highly organised and an effective communicator who can provide a professional and warm welcome to our patients, ensuring every contact is of the highest quality.

IT skills are essential, as you will be regularly creating searches, data input and monitoring our achievements and progress against national, local, and internal targets.

• Receiving patients, consulting with members of practice team
• Processing personal and telephone requests for appointments, telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
• Register new patients, temporary residents, and any requiring immediate and necessary treatment, carefully checking all details for accuracy and enter on computer registration link.
• Taking messages and passing on information
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
• Ensure that system is operational at the beginning of each day and switched over to night service and that the answer phone operational at the end of each day.

• Opening up/locking up of practice premises and maintaining security in accordance with practice protocols
• Processing and distributing incoming and outgoing mail.
• Filing and retrieving paperwork
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
• Providing clerical assistance to practice staff as required, including word/data processing, filing, photocopying, and scanning.
• Ordering and monitoring of stationery and other supplies
• Keeping the reception area, notice boards, leaflet etc. tidy and presentable.
• Cover sickness/annual leave and work reasonable overtime when required, including some weekends.
• Perform any other relevant and reasonable duties that may be requested by the lead receptionist, practice manager or partners.
• Undertake statutory and mandatory training as required.

• Book/edit/cancel appointments and recalls ensuring sufficient information is recorded to retrieve medical record.
• Monitor effectiveness of the system and report any problems or variations required.
• Deal with home visit requests, carefully noting all details.
• Arrange transport to hospital appointments for housebound patients.

• Ensure that all records are accurately compiled in advance for each consulting session.
• Retrieve and refile records as required, ensuring that strict alphabetical order is adhered to.
• Ensure correspondence, reports, results, etc., are filed in correct record.
• Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover.
• Processing repeat prescriptions in accordance with practice guidelines
• Handing completed repeat prescriptions to patient and checking names and address.

• Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.
• Maintain an awareness of the Freedom of Information Act.
• 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

• Comply with Practice health & safety policies by following agreed safe working procedures.
• Actively report health & safety hazards and infection hazards immediately
• Keeping work and general areas clean