Care Navigator

3 weeks ago

Stockport, United Kingdom The Middlewood Partnership Full time

Key Responsibilities Be the first point of contact with patients who are making clinical and non -clinical requests via the Middlewood Patchs online system. Ensure safety of our patients by following correct processes. Ensure that requests which are received are allocated appropriately to ensure that patients are directed to the most appropriate healthcare, or other, professional. Use of effective questioning and active listening to ensure when speaking to patients that patients achieve the correct outcome.

Use advanced communication, negotiation and probing skills across a wide range of enquiries including emotive circumstances or caller aggression. Contribute to the management of both episodic continuity and long-term continuity of care. Ensure that any Patchs request that does not require a clinical intervention are redirected to other appropriate resources. Communicate effectively with patients, carers and all health care professionals and other Middlewood staff.

Quickly and accurately record patient details, symptoms and enquiries where further contact is required. Maintain an up-to-date awareness of current policies. Actively contribute to the development and service improvement, proactively offering ideas and suggestions for improvements. Actively monitor own adherence, conformance and non-productive time to drive efficiency and ensure patient safety is not compromised.

Participate fully in meetings with your Team Leader and in an annual performance review to identify areas of professional development. Information (records, systems) Understand the practice computer system and use it according to agreed protocols and practice. Flag up areas where improvements can be made. Be fully involved in internal system changes.

**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, free from hazards Actively reporting 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 Demonstrate due regard for safeguarding and promoting the welfare of children.

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