Care Navigator

3 months ago

Kingston upon Hull, United Kingdom Eastgate Medical Group Full time

Job summary

Care Navigator required for maternity cover to join the team at Hastings Medical Centre.

As first point of contact for over 3500 patients, your role is to signpost so those in need get help soonest.

This is a demanding, but rewarding role which is critical to the smooth and efficient running of the practice, and integral to the delivery of good quality patient care.

Working to surgery protocols, we are looking for someone who enjoys a fast-paced environment and, importantly, will go the extra mile for patients.

**Closing date may be brought forward if a large number of applications are received**

Main duties of the job

This role is a front-of-house, first point of contact role for those accessing our services.

We need someone who will

deal with enquiries professionally, courteously and in a confidential manner signpost patients to the appropriate services working to surgery protocols provide administrative support including new patient registrations, appointments diary and templates, and on-call rota provide cover for staff holiday and sickness

About us

Hastings Medical Centre is GP Practice delivering high-quality healthcare in west Hull. The team is led by 6 GP partners supported by nurse prescribers, practice nurses, and healthcare assistants.

The clinical team is well-supported by Care Navigators and Administrators.

Hastings Medical Centre is part of the Symphonie Ltd Primary Care Network in Hull, working collaboratively with The Oaks, Wilberforce, Wolesley and St Andrew's Medical Practices. It is also part of the larger Eastgate Medical Group based in the East Riding.

We encourage and support the development of staff and are looking for the right person to fit with our team.

Job description

Job responsibilities

Care Navigator

Reporting to Patient Services Supervisor / Practice Manager

Job Purpose

Provide the first point of contact for patients accessing our services. Deal with enquires professionally, courteously and in a confidential manner. Care Navigate patients to the most appropriate services in accordance with surgery protocols. Provide administrative support such as the appointments diary and templates, on call rota, staff rota for holiday and sickness cover. Patient services, care navigation, reception, administration.

Key Points

Deal with patient enquiries received electronically, by telephone and face to face.

Care Navigate as per practice protocols where possible to ensure patients get timely and appropriate assistance.

Conduct building opening and close down procedures.

Apply waiting room management processes.

Print patient summaries for home visits and check that home visits are actioned.

Deal with medical emergencies in accordance with practice procedures booking ambulance transport as requested.

Process information in respect of new registrations, deductions, changes of address and temporary resident applications ensuring that full information is given to the patient to enable them to access our services appropriately. Check patient ID and verify where appropriate in accordance with practice protocols.

Promote use of online apps including the NHS App.

Process requests for repeat medication in accordance with practice protocols.

Process GP2GP records in and out of the practice.

Receive and process specimens.

Liaise with ERS transport drivers in respect of collection of specimens and internal mail.

Relay results of tests and investigations to patients which have been filed on EMIS Web and commented on by medical staff. ALWAYS check before giving results and observe rules of confidentiality in relation to third party requests for information. Check with GP if uncertain.

Ensure that all messages for doctors, nurses and staff are passed on quickly and efficiently. Respond to and action tasks sent from EMIS Web clinical system.

Undertake filing and retrieval of medical records as necessary.

Advise patients where charges are made for non-NHS services and seek advice from relevant personnel in this respect. All requests for non-NHS services should be processed with a job sheet and given to the GP to complete. Payment is to be made before work is carried out. Take payment and issue receipts for non-NHS work.

Scan correspondence and enter coded information into patient record as indicated.

General tidying and digitising of medical records.

Liaise with Doctors, Nurses, Community Staff, and other authorised personnel in respect of general queries.

Participate in overtime to cover absences of leave or sick leave. Cover should be shared fairly between team members under the direction of the team leader.

Deal with concerns from patients, seeking advice from colleagues and team leader where appropriate.

Advise patients on the Complaints Procedure.

Ensure that all handovers to other staff are conducted efficiently and comprehensively to ensure continuity of service to doctors and patients.

Familiarise yourself with the Staff Manual and follow practice policies and guidelines.

This job description outlines the key duties of the role but is not an exhaustive list. You ae required to undertake any other duties as requested which are commensurate with the role to ensure the smooth running of the practice. The job description and rota may be amended to suit the needs of the business. Notice will be given of any proposed changes.

Person Specification

Behaviours

Essential

Manage patient conversations sensitively both face-to-face and over the phone Work accurately and effectively Resilient Work collaboratively to ensure the smooth delivery of services Willingness to learn

Skills

Essential

Excellent IT skills, including Microsoft and email Strong organisational skills Excellent administration skills Swiftly ascertain key information and record accurately Customer care Data Protection Act

Desirable

Experience of EMIS Web/SystmOne/Vision clinical systems

Qualifications

Essential

Business administration, NVQ level 3 or equivalent experience

Experience

Essential

Handles difficult conversations skilfully Working in a patient or customer facing role

Desirable

Working in primary care

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