Care Navigator

4 weeks ago

Kingston upon Hull, United Kingdom Eastgate Medical Group Full time

Job summary

Person required for Care Navigation role in busy GP Practice.

As the first point of contact for more than 12000 patients, your role is to sign post those in need to the most appropriate place to ensure they get help as soon as possible.

This is a demanding role but is critical to the smooth and efficient running of the practice, and the delivery of good quality patient care. Working to surgery protocols and closely with both the clinical and non-clinical teams, we are looking for someone who enjoys a face-paced environment and will go the extra mile for patients.

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 sign post 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

Eastgate Medical Group is a large organisation based in Hornsea with other sites in Aldbrough (branch site) and Hull (Hastings Medical Centre). As part of the Yorkshire Coast and Wolds PCN in East Yorkshire and Symphonie PCN in Hull, we are a forward-thinking organisation striving to provide high quality patient care.

The Team is led by 9 GP-Partners, with support from Advanced Clinical Practitioners, Nurse-Prescribers, Long-term Conditions Nurses and Healthcare Assistants.

The clinical team is supported by trained Care Navigators, Dispensers and Administrators.

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

Job description

Job responsibilities

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

Care navigate where possible, signposting patients to ensure timely and appropriate assistance.

Conduct building opening and close down procedures.

Apply waiting room management processes.

Make use of the Green Room for confidential and sensitive discussions.

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 online services including 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.

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.

Scan correspondence onto clinical system.

Enter coded information into patient medical record as indicated.

Undertake general tidying of medical records including cutting down and tagging of referral letters, results and note cards in date order.

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

Using the master spreadsheet for reference, add and amend appointment templates onto the EMIS Web system for doctors, nurse practitioner, pharmacist ACP, nurses, registrars, students, HCAs etc. Ensure adequate cover at all 3 sites and liaise with colleagues to ensure when cover is reduced surgeries are booked accordingly.

Participate in overtime to cover absences of leave or sick leave. Cover will 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.

Assist dispensary taking in and handing out repeat prescriptions and dispensed medication. Take payment where appropriate.

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 are 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

Qualifications

Essential

Customer care Data Protection Act Business administration, NVQ level 3 or equivalent experience

Experience

Essential

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

Desirable

Working in Primary Care or wider NHS

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

Desirable

Experience if clinical software packages EMIS Web SystmOne Vision

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