Care Navigator

We are looking for a Care Navigator / Medical Receptionist to join our specialist GP service team.

The primary aim of the role is to engage with vulnerable people to facilitate registration with the Salford Inclusion service or the Special Allocation Scheme and maintain their engagement with the service, providing support and motivation to address their on-going health needs.

The aims of the Inclusion service is to remove barriers to accessing health care; we can register patients who have no fixed abode with links to Salford. This includes people who are rough sleeping, sofa surfing, staying in emergency or temporary accommodation such as hostels, hotels, B&Bs. The SAS scheme is a service that patients join after being immediately removed as a result of an incident that was reported to the police.

**Patient Services and responsibilities**
- To maintain the highest quality of patient care and work with a strong customer service ethos at all times
- To make appointments for patients and generate computerised repeat prescriptions, review documents as required and action any requests for acute medication
- To take accurate messages and ensure they are relayed to the correct person in a timely manner
- Manage / supervise flow of patients into consulting and treatment rooms and inform patients and staff of any delays or possible problems
- Ensure that patients with an urgent medical need are brought to the attention of the clinical staff and are dealt with in a logical and non-disruptive manner
- Explain practice arrangements and formal requirements to existing and new patients and those seeking temporary cover, ensuring that the necessary registration procedures are completed
- Advise patients of relevant charges for private services, accept payments and issue receipts for same
- Respond, using a helpful and problem-solving approach, to all queries and requests for assistance from patients and other visitors
- Ensure that prescriptions are supplied to the patient or their representative within 48 hours following agreed procedures
- Action requests for ambulance or taxi transportation following agreed procedures as directed by clinical staff
- To provide an efficient word processing service for the clinicians in the team as required. This includes the typing of letters, reports, patient referrals and other documents in an accurate and high quality manner
- To give basic health care promotion, information and make patients aware of available health screening and treatment options at the practice and other agencies
- To act as first point of contact for newly registered patients providing monitoring and follow up support in relation to the initial health care plan
- Assisting the team with any necessary engagement opportunities
- Model an inclusive and enabling way of working with people who are vulnerable, marginalized and excluded, advocating for patients where this is required
- To work as part of the Inclusion and Special Allocation Scheme Team, ensuring good communication and team-working at all times
- To maintain the security of the building by ensuring visitors are signed in/out
- To maintain good housekeeping of the admin and reception areas
- Inform appropriate staff of any day-to-day problems, together with any possible solutions

**Planning and delivery**

Locate any paper records that the clinical staff request as an adjunct to the computerised medical record

Open and sort any mail for clinical staff according to agreed procedures

Undertake any administrative actions that the clinical staff request verbally, via computer messaging, from meetings or from the mail

Scan patient correspondence, results and reports into the computerised medical record, ensuring they can be easily retrieved

Ensuring that any demographic changes to the patients’ details are recorded on the computerised and paper medical record and report any instances of patients moving to addresses outside the practice area

To register new patients on the IT clinical system

Receive and make telephone calls, using a helpful and problem-solving approach. Re-direct calls and take messages as appropriate

Ensure that the telephone system is operational at the beginning of each day and switched over at the appropriate times. Report any difficulties with the operation of the telephone system.

Partnership Working and development of services

Building good working relationships with external agencies to learn what services are on offer and to signpost patients correctly where possible in a timely and useful manner, ensuring follow up is done to ensure/maximise engagement opportunities.

**Analysis and Data Management**

Have up to date knowledge of all practice appointment and booking systems, including any variations for specific staff.

Book appointments and recalls, ensuring sufficient information is recorded to enable clinical staff to access the clinical record and to prioritise their workload.

Monitor effectiveness of the system