Care Navigator

Due to internal promotion, we are now looking to recruit Care Navigators to join our team on a permanent basis.You will need to have at least 2 years experience in a customer service-based role and/or working as part of a team within a very busy and, at times, pressurised office environment.Initiative, empathy, good written and verbal communication skills, resilience, confidentiality and common sense are essential as you will be dealing with sensitive confidential information on a daily basis.OverviewLarwood Health Partnership is a GP Practice based over 4 sites, serving a patient population of 35,000. We believe in delivering a first-class service to our patients and are rated as Outstanding by CQC. The Practice is open from 08:00 to 20:00 Monday to Friday and 09:00-17:00 on a Saturday.ResponsibilitiesTo provide a reception service for all patients and visitors reporting to the reception desk including appointment bookings, prescription requests and other queries such as explaining practice protocols where relevant (e.g., home visit protocol).To receive and deal with incoming telephone calls into the Practice ensuring that patients are dealt with by the right person, in the right way at the right time.To be aware of the different services available to patients and ensure patients are being navigated to the right clinician or service, which may be face-to-face, over the telephone or using on-line systems, following the processes set down in Practice protocols. To ensure that all communication with patients using all media is done safely, securely, and accurately.To give appropriate advice in cases of emergencies by following protocols (e.g., chest pain protocol).To obtain all relevant information from service users (name, date of birth, address) and input information into the patients’ healthcare records as necessary, in order to aid clinicians.To record relevant information on the appointment system (e.g., reason for the appointment, home visit request, reason for medication requests) as required.To process any documentation and tasks in accordance with current protocols, ensuring any clinical tasks and messages are followed up as requested by other members of the team.To discuss electronic services with patients and enroll them onto the appropriate systems.To print out patient reports (e.g., home visit reports) and ensure that all clinical/non-clinical correspondence has been distributed to Practice members.To issue repeat prescriptions once trained, via all platforms.To chaperone clinicians when required to do so, following all protocols for appropriate documentation. Chaperones will be provided with appropriate training, and DBS clearance will be requested.To respond to patients in emergencies, including assisting with CPR if required, and reacting to activated panic alarms in accordance with practice protocols.To liaise with the clinical/admin safeguarding leads for all safeguarding queries including looked after children, safeguarding think-family, reporting and actioning any tasks.To deal with informal complaints wherever possible.To share knowledge and have input in the development of office protocols and changes to processes.To ensure any external visitors to the practice sign in and out.To undertake general administrative duties including photocopying, franking.To secure and lock up the premises, where trained, following Practice protocols.Person SpecificationQualificationsGood standard of general education (5 or more GCSEs grade 4 (C) or above)GCSE Maths grade 4 (C) or above or equivalentGCSE English grade 4 (C) or aboveExperience2 years experience of working in a customer service-based role and/or working as part of a team within a very busy and, at times, pressurised office environment2 years of reception workExperience of working within General PracticeSkillsIT SkillsClear, polite, telephone mannerInterpersonal skillsConfidentialKnowledge of SystmOne IT systemDisclosure and Barring Service CheckThis post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.Salary: £12.31 to £12.80 an hour; £12.80 after successful probationary period. #J-18808-Ljbffr