Care Navigator

6 months ago

Stevenage, United Kingdom Stanmore Medical Group Full time

Practice Policy The smooth working of the practice depends on good and efficient co-operation between Doctors, Practice and Business Development Manager, Team Leaders, Care Navigators (Receptionists), Secretaries, Nurses and other team members. We aim to have a good relationship between all the Partners, Practice and Business Development Manager, staff and patients. Key Relationships GPs and practice staff Clinical commissioning support team Hospital managers and admin teams GP liaison manager Hertfordshire Community NHS Trust Hertfordshire Partnership NHS Trust Patients Job Summary Guiding patients to the most appropriate care, either internally or signposting to external service providers. To contribute to a smooth and efficient reception area, providing a caring and effective service to patients and doctors ensuring that all practice needs are catered for.

Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors either in person or via the telephone Job Responsibilities To ensure an effective and efficient reception is provided to patients and any other visitors to the practice via the online access service. Deal with all general enquiries, explain procedures and make new and follow-up appointments. Using your own judgement and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.

Receive and make telephone calls as required. Divert calls, take messages ensuring accuracy of detail and prompt appropriate delivery. Enter requests for home visits on to the computer ensuring careful recording of all relevant details and where necessary refer to the Duty Doctor. Advise patients of relevant charges for private, non general medical services.

Accept payment and issue receipts for same where required. Enter patient information on to computer as required. Adhering to GDPR Using the Computer Accessing the computer for the purposes of extracting registration details, path results, medication information and referral data. Finding details of immunisations and health promotion and medical reports if required.

Inputting data as requested if required. Using SystmOne to book patient appointments and learning the various tasks involved with computerised appointments. Administration To have a thorough knowledge of all practice procedures To work in accordance with written protocols Pulling, filing notes for surgeries and update as necessary when required. When required making sure medical records are updated Filing of prescriptions ready for collection Knowing the purpose of various forms and where they are kept, eg temporary resident, new patient forms, change of address forms Reception Receiving patients Consulting with members of the practice team Handing completed repeat prescriptions to patients, checking names and addresses Be able to cover all reception positions as necessary Dealing with all patients or their relatives, friends or neighbours with their requests for appointment Make adequate notes to pass on accurate messages Coping with requests which are made for appointments, visits, collection of prescriptions, letters or messages left or to be left Process appointment requests for current and future appointments either by telephone or face to face Deal with visit requests Be prepared to take the initiative to call an ambulance in an emergency if a doctor is not immediately available Dealing with Incoming Requests Dealing with requests and queries via online service Passing on results and reports to patients via the online service Making telephone calls at the doctors request either: a) To obtain the person on the line that he or she requires such as the Duty Doctor at the hospital regarding an admission, the chemist, the medical secretaries at the hospital or patient or relative of a patient b) To make a call on behalf of a new member of the practice team and/or patient and to pass on his/her message Preparing the Consulting Room Prepare the couches with clean rolls of paper towels on bed.

**General helpfulness in the surgery This includes**: - Keeping the office tidy and well organised Being required to chaperone clinicians when examining patients Premises Open up premises at the start of the day when first to arrive. Deactivate alarm and make all necessary preparations to receive patients. 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. Additional Work Ability to work extra hours at short notice to cover absence of team members.

Ability to travel and work at various sites within the practice. Confidentiality In the course of seeking treatment patients entrust us with or allow us to gather sensitive information in relation

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