Part-time Care Navigator

JOB DESCRIPTION - Care Navigator

**REPORTS TO: Reception Manager & Senior’s**

**Purpose of the Care Navigator**
- Welcome patients with first class customer service that is efficient, courteous and prompt.
- Assist patients with general enquiries and giving out relevant information.
- Assist and direct patients using the booking system, to the appropriate clinician(s) for treatment.
- Carry out all relevant administration tasks accurately.
- To be aware of confidentiality at all times; ensuring only the relevant and correct information is given to patients and outside agencies such as secondary care, police, carers etc.
- To be competent with using EMIS WEB and other computer software systems ensuring the data protection act is not breached.

**Key responsibilities**:
1. Confidentiality and accuracy

2. Customer service and communication

3. Care navigation

4. Integrated recall.

5. Prescriptions

6. Emergency responsibilities

**Confidentiality and accuracy**:

- 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 performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
- Accurately file documents into the medical record by double checking the details on the letter/ correspondence match three identify factors on EMIS (e.g. name, date of birth, address, NHS no. etc)

**Customer service and communication**
- Greet patients with a smile; instil patient confidence providing a welcoming, helpful atmosphere to enable patients to share confidential information with you.
- Use standard scripts to give a uniform response to frequently asked questions, e.g., “may I take a brief description of the problem to find the right appointment for you”.
- Escalate unresolved issues to a senior member of the team for support and a resolution to the problem.
- Be logged in to practice systems and ready for service prior to the start of your shift.
- Telephonists are required to answer with-in 3 rings
- Emergency calls are to be prioritised and care navigated as per emergency protocol.

**Accuracy**
- Accurately record information given by a patient, hospital, pharmacy etc. into the relevant part of the medical record and forward to the relevant department/ clinician
- Ensure accurate completion of all patient data when registering, double check the information inputted prior to completion.
- When writing in a patients record ensure
- Use standardised correspondence templates when sending SMS and letters.

**Care Navigation**:

- Train new team members to use the care-navigation directory
- Ensure the care navigation directory remains up to date; inform team leaders of required updates.
- Use de-escalation techniques to overcome difficult conversations regarding inappropriate service demands.
- Navigate patients to the practice website for self-referral services.
- Record home visit requests appropriately as per practice protocol.
- Acquire a basic knowledge of each role within practice, to assist in directing patients to the most appropriate team member.

**Integrated recall**:

- Following the integrated recall algorithm pathway, for treatment of long-term conditions, book appointments in accordance with the patient’s ‘pop-up’. (E.G. Annual MOT, asthma nurse etc.).
- Support trainee team members to gain confidence using the integrated recall algorithm.

**Prescriptions**:

- Check the medication review date. Book the patient for appropriate annual health check according to the patient’s long-term conditions ‘pop-up’
- Process the prescription request if due for renewal with-in the next 10 days.

**Emergency Responsibilities**
- Note the emergency doctor on-call each day. Recognise and respond to medical emergencies as per practice protocol prioritising the emergency line.

**Other Duties**
- Report to Senior Patient Coordinator or Duty Manager any general maintenance and essential repairs that are needed in line with the Health and Safety policy.
- Complete on-line chaperone training to provide a chaperone service to clinicians and patients on request in accordance with practice protocol and NHS guidelines.
- Ensure that the building is secure, signing off the night-time lock-up sheet