Care Navigator/front of House Assistant

**Care Navigator/Front of House Assistant**

**Job Advert**:
Saxmundham Health is a Practice located in Suffolk with over 9000 patients and rising. We are a forward thinking and innovative surgery and are seeking to recruit an enthusiastic team member to join the Care Navigation and Front of House teams for 15 hours per week with availability to help cover annual leave/sickness when necessary.

Please find full details of the job description and person specification detailed below.
- **Hours**: 15
- **Wage**: £10.42 per hour
- **Contract**: Permanent

**Job title**:Care Navigator/Front of House Assistant

**Line manager**:Care Navigation & Dispensary Team Lead

**Accountable to**:Practice Manager

**Job summary**:
To support the practice clinical team by signposting patients to the appropriate healthcare professional or service, working as part of the practice’s multidisciplinary team. The post holder will also be expected to undertake reception duties as part of the role, including handing out medication, taking payments and cashing up at the end of the day, as well as supporting the administrative team in delivering a polite and professional service to the entitled patient population.

**Primary responsibilities**

The following are the core responsibilities of the Care Navigator/Front of House Assistant. There may be, on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels:
a. Process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition

b. Answer incoming phone calls, transferring calls or dealing with the callers’ requests appropriately

c. Process patient requests for appointments

d. Initiate contact with and respond to requests from patients, team members and external agencies

e. Data entry of new and temporary registrations and relevant patient information as required

f. Input data into the patients’ healthcare records as necessary

g. Direct requests for information, e.g. SAR, insurance/solicitors’ letters and DVLA forms, to the administrative team

h. Handing out patient medication

i. Taking payments and cashing up at the end of the day

j. Manage all queries as necessary in an efficient manner

k. Maintain a clean, tidy, effective working area at all times

l. Support all clinical staff with general tasks as requested

m. Photocopy documentation as required

**Secondary Responsibilities**

In addition to the primary responsibilities, the post-holder may be requested to:
a. Partake in audit as directed by the audit lead

b. Complete opening and closing procedures in accordance with the duty rota

c. As required support Dispensary in the management of repeat prescriptions, ensuring they are processed accurately and efficiently

d. As required cover a reasonable amount of annual leave

The person specification for this role is detailed below.

**Person Specification**

**Qualifications**
- **Essential**_
- Educated to GCSE level or equivalent
- **Desirable**_
- Active signposting or Care Navigator training qualification
- Healthcare qualification (level 2) or working towards gaining equivalent level
- Customer service qualification (NVQ) or equivalent

**Experience**
- **Essential**_
- Experience of working with the general public

**Desirable**
- Experience of working in a primary care environment
- Experience of working in a healthcare setting

**Skills**
- **Essential**_
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, polite telephone manner
- Effective time management (planning & organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Ability to follow clinical policy and procedure

**Desirable**
- Competent in the use of Office and Outlook
- Systmone / Vision user skills

**Personal qualities**
- **Essential**_
- Polite and confident
- Flexible and cooperative
- Motivated
- Problem solver with the ability to process information accurately and effectively, interpreting data as required
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure / in stressful situations
- Able to communicate effectively and understand the needs of the patient
- Effectively utilises resources
- Punctual and committed to supporting the team effort

**Other requirements**

**Essential**
- Flexibility to work outside core office hours
- Disclosure Barring Service (DBS) check

**Generic responsibilities**

All staff at Saxmundham Health have a duty to conform to the following:
**Equality, Diversity & Inclusion**

A good attitude and positive action towards ED&I create an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

**Safety, Health, Environment and Fir