Care Navigator

**Job summary**:

- Interact with patients to provide and process information in response to enquiries, concerns and requests about NHS/practice services.
- To ensure that all patients have a positive experience.
- To work as part of the reception team in a professional manner to provide high quality reception, administration and support services to all clients, visitors, GPs and Allied Health Professionals.
- To follow all relevant standard operating procedures, policies and charters to ensure working in an efficient and courteous manner at all times.
- To provide a professional call handling service and associated administration duties.
- To embed and sustain an ethos of care navigation throughout the team; providing advice and guidance and signposting patients to the most appropriate clinician/service.
- To record all essential information accurately.

**2. Key Duties and Responsibilities**
- To receive and greet patients, i.e. clients and visitors to the Practice, in a welcoming and professional manner in line with Readesmoor’s welcoming procedure and to act as a point of contact between patients, clients, healthcare professionals, visitors, the GPs, Partners and Practice Staff.
- To engage with patients/clients; provide advice and proactively signpost patients and clients to the most appropriate clinician/service (care navigation).
- To deal with any verbal queries, concerns or complaints from patients, clients, visitors professionally and to escalate to the Patient Services Manager as appropriate.
- To take telephone calls and online requests from patients and accurately record all essential information on the clinical system
- To provide accurate and up to date information to answer the enquiries of patients, clients and visitors where necessary seeking the advice of others, responding to and/or redirect all patient and visitor requests accordingly.
- Identify callers or patients who may present face to face requiring an immediate emergency response and refer to appropriate clinician, emergency ambulance service or A&E department.
- To accurately maintain and update appointment systems, booking in patients and visitors in line with practice appointments and visitors procedures.
- To answer/make telephone calls in a professional manner ensuring important/appropriate information is documented and redirected accordingly and to accurately take messages.
- To assist with the call and recall of patients
- To undertake registrations/deductions of patients at the practice following Readesmoor procedures; receiving, checking forms and providing advice as required.
- To promote the participation of the Family and Friends Test to patients, clients and visitors.
- To collate the Family and Friends Tests results and add onto S drive spreadsheet

To accurately maintain and update both computerised and manual filing systems, including:

- Setting up new patient records on the clinical system, updating of patient details, entry of identified clinical data (including read codes) to medical records, electronic scanning of correspondence and allocation to patient records.
- To ensure reception, waiting areas and clinical rooms are maintained in a clean and tidy state, preparing and tidying rest and meeting areas when requested, including the making of drinks and loading and emptying of the dishwasher.
- To maintain stationery in all medical and treatment rooms including the re-ordering of such items.
- To act as a chaperone for doctors as requested.
- Arrange for an ambulance for patients as and when requested by the clinician.
- Notify the Patient Services Manager of any equipment or IT failures or faulty equipment.
- To receive and receipt cash and cheques from patients and clients for non-NHS services in line with Readesmoor procedures.
- To attend meetings as required, e.g. business meetings, team huddles and all PDP sessions.
- Provide guidance and training to new members of staff to help them achieve their objectives.
- Ensure all individually attended training sessions are cascaded to all members of the front of house team.
- To maintain patient and staff confidentiality at all times including outside of the work environment working within reference to the Data Protection Act.
- To provide holiday and sickness cover for front of house and other administration duties as required.
- To receive paperwork associated with requests from outside agencies (e.g. Insurance/ travel cancellation forms) informing patients of cost incurred and direct to Performance & Quality Team.
- Advise the Line Manager of any problems and take appropriate action as directed.
- To undertake any other duties commensurate with the scope of the role and within your skill set as requested.

NB: This job description outlines the key duties that are expected of you within the role of Care Navigator acting in the capacity of front of house, although is not an exhaustive list. It may be amended in line with experience, business requirements and