Care Navigator

**JOB TITLE**:
**CARE NAVIGATOR**

**RESPONSIBLE TO**:
Practice Access Manager and Practice Manager

**RESPONSIBLE FOR**:
n/a

**JOB PURPOSE**:

- Interact with patients to provide and process information in response to enquiries, concerns and requests about NHS/practice services.
- To ensure that all patients have a positive experience.
- To work as part of the care navigation team in a professional manner to provide high quality reception, administration and support services to all clients, visitors, GPs and Allied Health Professionals.
- To follow all relevant standard operating procedures, policies and charters to ensure working in an efficient and courteous manner at all times.
- To provide a professional call handling service and associated administration duties.
- To embed and sustain an ethos of care navigation throughout the team; providing advice and guidance and signposting patients to the most appropriate clinician/service.
- To record all essential information accurately.

**MAIN DUTIES AND RESPONSIBILITIES**

**1. **To receive and greet patients, i.e. clients and visitors to the Practice, in a welcoming and professional manner and to act as a point of contact between patients, clients, healthcare professionals, visitors, the GPs, Partners and Practice Staff.

**2. **To engage with patients/clients; provide advice and proactively signpost patients and clients to the most appropriate clinician/service including services outside the practice where appropriate

**3. **Respond and/or redirect all patient and visitor requests accordingly.

**4. **To deal with any verbal queries, concerns or complaints from patients, clients, visitors professionally and to escalate to the Practice Management Team as appropriate.

**5. **To take telephone calls and online requests from patients and accurately record all essential information on the clinical system.

**6. **Process online forms in line with the practice procedure

**7. **Register new patients on the Patient Demographic System (PDS) and on the clinical system

**8. **To provide accurate and up to date information to answer the enquiries of patients, clients and visitors where necessary seeking the advice of others, responding to and/or redirect all patient and visitor requests accordingly.

**9. **Identify callers or patients who may present face to face requiring an immediate emergency response and refer to appropriate clinician, emergency ambulance service or A&E department.

**10. **To accurately maintain and update appointment systems, booking in patients and visitors in line with practice appointments and visitors procedures.

**11. **To answer/make telephone calls in a professional manner ensuring important/appropriate information is documented and signposted accordingly and to accurately take messages.

**12. **To assist with the call and recall of patients

**13. **To ensure that all rooms are checked in line with the practice close down procedure

**14. **To act as a chaperone for doctors as requested.

**15. **Arrange for an ambulance for patients as and when requested by the clinician.

**16. **Notify the Practice Access Manager or Access Supervisor of any equipment or IT failures or faulty equipment

**17. **To receive and receipt cash and cheques from patients and clients for non-NHS services in line with practice procedures.

**18. **To attend meetings as required, e.g. practice meetings, reception meetings and all PTL sessions.

**19 **Provide guidance and training to new members of staff.

**20. **To maintain patient and staff confidentiality at all times including outside of the work environment working within reference to the Data Protection Act.

**21. **To provide holiday and sickness cover for reception and other administration duties as required.

**22. **To undertake a variety of administration duties including preparing and printing repeat prescriptions according to standard operating procedures at patient’s request, distributing prescriptions, photocopying, filing, preparation of letters for posting and clerical support to others within the Practice

**24. **To receive paperwork associated with requests from outside agencies (e.g. Insurance/ travel cancellation forms) informing patients of cost incurred and direct to appropriate department

**25. **Preparation of pathology form for phlebotomy clinics

**26. **Receive and distribute external and internal post and redirecting mail as appropriate

**27. **Ensure up-to-date maintenance of both computerised and manual filing systems (i.e. patient notes).

**28. **Advise the Line Manager of any problems and take appropriate action as directed.

**29. **This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any reasonable duties which may be requested from time-to-time.

**30. **Work safely at all times in accordance with Legislative requirements and Practice Policy and Procedures.

**OTHER RESPONS