Care Navigator

4 months ago

Worcester, United Kingdom Thorneloe Lodge Surgery Full time

Provide the first point of contact for patients and visitors to the practice in a professional manner. Handle requests for appointments in line with practice protocol to ensure the efficient running of the practice appointment system. Handle home visit requests in line with practice protocol. Handle patient queries and enquiries efficiently, both face to face and on the telephone Record and communicate messages for other members of the Practice Team and other agencies accurately and without delay.

To be the main contact point for non-clinical medication related queries from pharmacies, nursing homes, and other health care professionals, to improve the accuracy of patient medication records. To deal with and process requests for repeat prescriptions in an accurate and efficient manner. To hand out prescriptions to patients or their representatives whilst adhering to confidentiality and data protection regulations, both for regular and controlled medications. To develop skills whilst training and qualifying as a Practice Medicines Coordinator (PMC) and be responsible for helping the medicines management team deliver the agreed changes required to meet the prescribing targets set for the commissioning and QOF prescribing schemes.

Respond to requests for test results from patients and give results where authorise, whilst strictly adhering to guidelines on patient confidentiality. Maintain accurate computerised patient records, register new patients on to clinical system, amend registration details and input clinical data in line with practice protocol. Deal with all appropriate tasks and items in workflow Maintain manual patient records in line with Practice Protocol. To develop own role and skills in Care Navigation using available training and support.

To actively listen, signpost people to sources of help, advocacy and support, and to help people play an active role in managing their own health. Be responsible for the preparation of premises for surgery, ensuring that all consulting rooms and public areas are tidied before and after each surgery session, stocking up items where necessary, in order to provide welcoming environment for patients, visitors and practice team. To maintain a clean environment in the surgery at all times, clearing up any mess which occurs during working hours. Register new patients as required and be able to explain practice arrangements.

Be aware of arrangements for temporary/emergency/Out of Area and Special Allocation patients. Liaise with third party practitioners such as District Nurses, AVS and Ambulance Services Be aware and advise patients of charges for non-GMS services. Collect and administer payments for private services accordingly. To undertake on a fair share basis cover for Extended Access opening and additional clinics such as Flu Clinics which fall outside of core GMS contracted hours, as well as cover for colleagues planned and unplanned leave.

When covering Extended Access opening, be responsible as a premises key holder and for setting and deactivating the security alarm system. To undertake all necessary training as required by the business. In accordance with instruction, carry out any relative duties which may be requested by the partners, doctors, practice nurses or practice manager and which may be properly deemed to be part of the role of a Receptionist in general practice. Remain calm and prioritise tasks whilst working in a busy environment, frequently dealing with competing demands from both patients and members of the practice and attached team.

Maintain a professional attitude in all communication with patients and members of the practice team.

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