Care Navigator

**JOB SUMMARY**
- To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of information and assisting patients as required.
- To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.

**PERSON SPECIFICATION**

Essential (E) / Desirable (D)

**QUALIFICATIONS**

Educated to GCSE level or equivalent **(E)**

GCSE Mathematics & English (C or above) **(D)**

AMSPAR Receptionist Qualification **(D)**

NVQ Level 2 in Health and Social Care **(D)**

**EXPERIENCE**

Experience of working with the general public **(E)**

Experience of administrative duties **(D)**

NHS / Primary Care General Practice experience **(D)**

**SKILLS**

Excellent communication skills (written and oral) **(E)**

Strong IT skills **(E)**

Clear, polite telephone manner **(E)**

Competent in the use of Office and Outlook **(E)**

Systmone user skills **(D)**

Effective time management (Planning & Organising) **(E)**

Ability to work as a team member and autonomously **(E)**

Good interpersonal skills **(E)**

Proven problem solving & analytical skills **(E)**

Ability to follow policy and procedure **(E)**

**PERSONAL QUALITIES**

Polite and confident **(E)**

Flexible and cooperative **(E)**

Excellent interpersonal skills **(E)**

Motivated and proactive **(E)**

Ability to use initiative and judgement **(E)**

Forward thinker with a solutions focused approach **(E)**

High levels of integrity and loyalty **(E)**

Sensitive and empathetic in distressing situations **(E)**

Ability to work under pressure **(E)**

Confident and resilient **(E)**

**OTHER REQUIREMENTS**

Flexibility to work outside of core office hours **(E)**

Disclosure Barring Service (DBS) check **(E)**

Maintains confidentiality at all times **(E)**

**PRIMARY RESPONSIBILITIES**

The following are the core responsibilities of the 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.

The Care Navigator is responsible for:

- Being the first port of call for our patients, helping to direct them to appropriate services or healthcare professional in a courteous, efficient and effective way.
- Welcoming patients and visitors to the practice, directing requests appropriately
- Maintaining and monitoring the practice appointment system
- Processing personal, telephone and e-requests for appointments
- Answering incoming phone calls, transferring calls or dealing with the callers request appropriately
- Signposting patients to the correct service using the relevant templates
- Dealing appropriately with visit requests and emergency calls
- Initiating contact with and responding to, requests from patients, team members and external agencies
- Liaising with external agencies such as hospitals and community services
- Inputting data into the patient’s healthcare records as necessary
- Read coding data on SystmOne
- Scanning of patient related documentation and attaching scanned documents to patient’s healthcare records
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
- Actioning and reviewing tasks
- Processing incoming and outgoing mail
- Acceptance of all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
- Data entry of new and temporary registrations and relevant patient information as required
- Processing repeats prescriptions in accordance with practice guidelines
- Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols
- Completing opening and closing procedures in accordance with the rota
- Directing requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team
- Managing all reception queries internally and externally as necessary in an effective manner
- Supporting all clinical staff with general reception tasks as required
- Actioning elements of QOF, liaising with managers, GPs, Nursing staff and administrators
- Clearing and re-stock consulting rooms as required
- Carrying out system searches as requested
- Monitoring and maintaining the reception area and notice boards
- Carrying out system searches as requested
- Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
- Ensuring compliance with CQC regulations and standards
- Promoting the use of the Friends and Family Test
- Actively encouraging and promoting the use of patient onl