Care Navigator

4 weeks ago

Doncaster, United Kingdom The St Vincent Practice Full time

Job summary

:

Thepurpose of the role is to:

Offergeneral assistance to the practice team and project a positive and friendlyimage to patients and other visitors, either in person or via the telephone

Receive,assist and direct patients in accessing the appropriate service or healthcareprofessional in a courteous, efficient and effective way

Facilitateeffective communication between patients, members of the practice team,secondary care and other associated healthcare agencies

Job responsibilities:

Duties andresponsibilities:

Theduties and responsibilities to be undertaken by members of receptionist teammay include any or all of the items in the following list. Duties may be varied from time to time underthe direction of the senior receptionist/practice manager, dependent on currentand evolving practice workload and staffing levels:

Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional Processing and distributing incoming (and outgoing) mail Taking messages and passing on information Filing and retrieving paperwork Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice Deal with all general enquiries, explain procedures and make new and follow-up appointments. Using your own judgment and communication skills, ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery. Enter requests for home visits, ensuring to carefully record all relevant details and referring to duty doctor where necessary. Action repeat prescription requests and ensure that they are ready for collection by the patient within 72 hours. Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same. Premises:

o Openup premises at the start of the day when first to arrive, de-activate alarm andmake all necessary preparations to receive patients.

o Whenlast to leave at the end of the day, ensure that the building is totallysecured, internal lights are off and the alarm activated.

Confidentiality:

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

Health & safety:

Thepost-holder will assist in promoting and maintaining their own and othershealth, safety and security as defined in the practice health & safetypolicy, the practice health & safety manual, and the practice infection controlpolicy and published procedures. This will include:

Using personal security systems within the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Actively reporting of health and safety hazards and infection hazards immediately when recognised Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role Undertaking periodic infection control training (minimum annually) Reporting potential risks identified Demonstrate due regard for safeguarding and promoting the welfare of children.

Equality and diversity:

Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:

Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/professional development:

Thepost-holder will participate in any training programme implemented by the practiceas part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality:

Thepost-holder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources

Communication:

The post-holdershould recognise the importance of effective communication within the team andwill strive to:

Communicate effectively with other team members Communicate effectively with patients and carers Recognise peoples needs for alternative methods of communication and respond accordingly

Contribution to the implementation of services:

Thepost-holder will:

Apply practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate Person Specification

Qualifications

Essential

Qualifications Essential GCSE in English C or above Use of Microsoft office A demonstrable commitment to professional development

Desirable

Experience Desirable Experience of working in a GP practice is desirable but not essential as full training will be given Experience of Systmone Clinical system or other would be of benefit, but not essential as full training will be given Experience of dealing with the public/patients Experience of Microsoft Office Software Knowledge/skills Excellent keyboard and computer skills Excellent communication skills Qualities/Attributes An understanding, acceptance and adherence to the need for strict confidentiality Ability to work as part of a team Ability to use own judgement, resourcefulness and common sense Able to work under pressure and in a changing environment Able to use own initiative Other Flexibility of working hours/able to work at the desired times Experience of Primary Care Car driver/clean licence

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