Care Navigator
7 months ago
The purpose of the role is to:
- Offer 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
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Take a history from a patient, carer or relative and effectively signpost the patient to the correct clinician or service
- Liaise and work closely with the practice team and social prescribing link workers
- Undertake a variety of administrative duties to assist in the smooth running of the practice, including the provision of secretarial and clerical support to clinical staff and other members of the practice team
- Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
- Provide a high quality, person-centred, holistic care to patients presenting face-to-face in the practice.
- Assess the patients’ problem/s using predefined protocols and templates and ensure appropriate action is taken.
- Promote and facilitate appropriate use of practice and NHS services.
- Resolve complaints at the point of need and escalate to relevant person if appropriate.
- Assist clinical and support staff with the smooth running of the reception area and ensure all assigned administrative tasks are completed.
- To undertake any additional duties as requested by the Practice Management Team.
**Duties and responsibilities**:
The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the assistant practice manager, dependent on current and evolving practice workload and staffing levels:
- Opening up/locking up of practice premises and maintaining security in accordance with practice protocols
- Maintaining and monitoring the practice appointments system
- Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional
- Processing and distributing incoming (and outgoing) mail
- Taking messages and passing on information
- Filing and retrieving paperwork
- Processing repeat prescriptions in accordance with practice guidelines
- Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
- Clearing and re-stocking of consulting rooms as required
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
- Ordering, re-ordering and monitoring of stationery and other supplies
- Dealing with clinical waste
- Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
- Work with the practice management team to ensure external services are effectively advertised to patients, and demonstrate to patients how to navigate these services
- Develop a ‘meet and greet’ service with the management team for patients who access the practice physically.
- Liaise with the practice pharmacists to ensure repeat dispensing and medication support needs are considered where appropriate
- Pro-actively adapt call and recall processes with the assistance of the Systems and Performance Manager
- Appropriately add to patient notes when required for effective continuation of care
- Attend and contribute to meetings
- Support and positively influence the team and company culture.
- Foster a culture of teamwork by assisting colleagues when workload permits.
- Recommend process improvements.
- Fully comply with all company Health and Safety requirements, including reporting all accidents, near accidents, and hazards.
- Support a service where we want patients to feel that they are being treated fairly with respect and compassion.
- Tasks and any other duties as requested by the management team.
- Liaise with medical students/medical schools regarding timetabling/schedules, and making sure there are no clashes and to ensure smooth experience for the medical students. Keep and maintain list of suitable patients for medical student teaching and being a liaison for such patients when required.
**Confidentiality**:
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performa
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