Care Navigator

5 months ago

Ashford, United Kingdom New Hayesbank Surgery Full time

**JOB TITLE**:Care Navigator

**HOURS PER WEEK: 3**0 hours to be worked flexibly between 8.00am and 7.30pm Monday to Friday and may include some weekend working. You may be required to work additional hours to cover holiday, study leave and sickness absence.

**It is important to note that there will be at least one evening shift per week.**

**LOCATION**:New Hayesbank Surgery, Kennington, Ashford, Kent

**REPORTS TO**:Patient Services Manager /Practice Manager and accountable to the Partners

**JOB PURPOSE**:Provide a professional first line response to all callers, whether in person, by telephone or electronically.

Ensure all medical administration duties are performed effectively and to the required standard, meeting the objectives of the practice.

**DIMENSIONS**

Be part of the care navigation team which supports the practice in ensuring it

provides a high quality service.

**COMMUNICATIONS AND WORKING RELATIONISHIPS**

**Internal**:Patients, Care Navigators, Patient Services Manager, Doctors, Nurses, Practice

Manager, Operations Manager, Clinical Services Manager, Data Quality Administrator, Medical

Secretaries, Clerical Assistant, Health Visitors, District Nurses and Midwives.

**External**: Patients, Ashford Couriers, Ambulance Service, Patient Transport

Department, Kent & Canterbury Hospital, William Harvey Hospital, Hospice,

Undertakers, Coroner, Police, Other GP practices, Social Services, Pharmacies,

Out of Hours service, Lenworth Clinic, Mental Health Team, Pathlab and

Radiology departments at the William Harvey Hospital and Kent and Medway ICB

**ORGANISATIONAL CHART**

See attached

**KNOWLEDGE, SKILLS AND EXPERIENCE**

**Skills**:GoodIT skills

Strong team working skills

Organised, methodical, accurate and efficient

Ability to listen and be discreet

Good communication skills and awareness of what is going on around them

Use initiative appropriately

Ability to priorities and work under pressure

Good Literacy skills

Assertive

Excellent customer service skills

**Physical Skills**:Good keyboard skills

**Knowledge**:Understanding of confidentiality and data protection

Health and Safety in the workplace

**Experience **Worked under pressure and able to show ability to prioritise work

Worked in a team

Providing a service to the public

**Mental Effort **Ability to work under pressure and remain accurate

Significant concentration needed

Ability to use initiative

Ability to multi-task

Putting items in alphabetical order quickly

Patience, Compassion and understanding

Flexibility and adaptability

Ability to deal with conflict

Ability to assess situation quickly and make appropriate decisions

**Primary Responsiblities**

The following are the core responsibilities of a Care Navigator. There may be on occasion a

requirement to carry out other tasks; this will be dependent upon factors such as workload

and staffing levels.

1. Provide a professional first line response to all callers, whether in person, by telephone or electronically.

2. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover ensuring procedures are completed correctly.

3. Receiving telephone and personal requests and enquiries from patients and ensuring sufficient information is collected for triage purposes, making appointments and dealing with the request as appropriate.

4. Keeping up to date with changes in procedure and information affecting the post

5. Ensuring that mail and specimens are ready for collection

6. Attend to any adhoc IT issues e.g. replacement of toners.

7. Ensure public areas are kept clean and tidy.

**Core Administration responsibilities**

1. Signpost patients to the correct services.

2. Process personal, telephone and e-requests for appointments

3. Answer incoming calls, transferring calls or dealing with callers request appropriately.

4. Initiating contact with and responding to requests from patients, team members and external agencies.

5. Photocopy documentation as required.

6. Collect new and temporary registrations ensure all relevant patient information is accurate.

7. Maintain a clean, tidy, effective working area at all times.

8. Monitor and maintain the reception area and notice boards.

9. Support all clinical staff with general tasks.

10 Take requests for home visits and ensure these are communicated to the doctor/nurse using the diary, day book and task message book.

11 Preparation of repeat prescriptions as directed by the doctor.

12 Preparation of forms and other documents associated with patient services and ensuring that patients understand what is required of them.

13 Take payment for services provided and record fully in the receipt book

14 Reception of patients and direction of them to consulting rooms.

15 Ensure that tasks are completed or handed over effectively at the change of shift.

16 Maintain an awareness of health and safety and report any potential hazards to either the practice manager

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