Care Navigator

2 months ago

Bristol, United Kingdom Air Balloon Surgery Full time

Job summary

The role of Care Navigator iscritical in the provision of services and ensuring that patients are able toaccess the most appropriate services for their needs, and will include a rangeof face to face, telephone and administrative work.

Thisvacancy has arisen following the retirement of a long-standing and valuedmember of the team.

Please see our attached Practice Profile for details of the proposed hours and working times, and job description and person specification, and application form, for more information about the role, hours and pay, and how to apply.

NO AGENCIES - emails from employment agencies will be ignored.

Main duties of the job

In the role of Care Navigatoryou would be working within the Care Navigator team to provide responsive andprofessional reception and patient navigation services to our 13,600 or sopatients. The team currently comprises 12care navigators who all work a range of part time working patterns. The surgery is currently open to the public from Monday to Friday. Our CareNavigation (Reception) services are normally based in reception on the groundfloor and in Records on the first floor, and all Care Navigators spend timeworking in both areas, covering a range of face to face, telephone andadministrative tasks.

To be successful in this role,we would expect candidates to have experience of working within a busyreception, service or customer-focused environment, have excellent interpersonalskills, able to demonstrate a high standard of language and IT literacy,attention to detail, and the ability to remain calm under pressure. While primary care experience and knowledgeof Emis Web may be an advantage, it is not essential as full training would beprovided.

About us

We are a well establishedenterprising General Practice based in St George about three miles from thecity centre in the East part of Bristol. We feel we can offer a rewardingworking life, with a large and lively team committed to providing excellentpatient care but also with a firm commitment to personal and professionaldevelopment.

The Care Navigator team comprises 12 care navigators who all work part time. The surgery is currently open from Monday to Friday.

Job description

Job responsibilities

The purpose of this post is to provide care Navigator (Receptionist)services for the practice.

General Duties

Sign-post patientsappropriately to practice services in accordance with the navigation StandardOperating Procedures.

Carry out allduties within the policies and procedures established by the Practice.

Carry out allduties within the requirements of Health & Safety legislation, and ensurethat due regard is given to the safety and security of other members of staff,patients and property.

Use the computersystem to assist with the efficient execution of duties.

Liaise with allother staff working with the Practice as necessary.

Carry out othertasks and duties from time-to-time or on a day-to-day basis as required anddirected by the management team.

Assist withroutine administrative tasks from other departments.

Initiate contact with and respond to requests from patients, otherteam member and associated healthcare agencies and providers.

To undertake specific assigned tasks, project support, or development / change work which mayarise from time to time, under the direction of the relevant line manager.

Participate indevelopment plans for the practice and their implementation.

Reception

Sign-post patientsappropriately to practice services in accordance with the navigation StandardOperating Procedures.

Make appointmentsfor patients attending or calling by telephone, using the computer system, andin accordance with the Practices appointment protocols.

Receive telephone requestsand make arrangements for home visits.

Receive generaltelephone enquiries and transfer callers to other surgery staff as appropriate.

Receive requestsfor repeat prescriptions.

Give out repeatprescriptions to patients and pharmacies attending.

Give out letters,reports, or forms to patients attending, and take payments where applicable inaccordance with the navigation Standard Operating Procedures.

Liaison with othermembers of the Primary Health Care Team for patients attending.

Deal with allenquiries received by telephone or in person, as appropriate.

On occasions whenworking extended or out of hours sessions, working with the GP on duty, ensurethat building is secure and alarmed at end of the session, in accordance withPractice Procedure.

Records

Receive overflowof telephone calls and sign-post patients appropriately to practice services inaccordance with the navigation Standard Operating Procedures.

Receive generaltelephone enquiries and transfer callers to other surgery staff as appropriate.

Receive overflowof telephoned appointment requests and book appointments in accordance with therelevant appointments protocol.

Receive telephonedrequestsand make arrangements forhome visits in accordance with the relevant home visits protocol.

File medicalrecords, etc., from basket in records.

Process repeatprescription requests in accordance with the practice procedure.

Processing of GPPworkflow and tasks.

Respond torequests for results and other clinical information in accordance with practicepolicy

Receive requestsfrom GPs for extra notes during surgery, and liaise with GP using theappropriate message system.

Cover in Recordsand Reception during busy periods or to cover breaks.

Generalphotocopying

Ensure that allrecords are filed in correct alphabetical sequence.

Ensure that allletters, reports and results are recorded or scanned and filed appropriately,and dealt with in accordance with the Practice Procedures for post and scanning.

SystemsAdministration & Support

Retrieval andprovision of information or documents from practice systems or external bodiesas required.

Assist with thecancellation and rebooking of doctor and other clinician appointment sessionsas required and as directed by the Assistant Practice Manager or Care NavigatorService Manager.

Take and dealappropriately with incoming telephone calls.

Liaise directlywith hospital personnel, labs and other agencies with regard to medicalmatters. This includes ringing for bloodand x-ray results and chasing appointments, investigations, etc.

Liaise directlywith patients by telephone or in person with regard to medical andadministrative matters.

Working under thedirection of other members of the team provide communication service asrequested and required.

Person Specification

Qualifications

Essential

Good basic education to GCSE level or equivalent

Desirable

Reception or service type qualification eg hotel type reception services qualification or public service ECDL or similar

Experience

Essential

Dealing with the public in a retail, commercial or public sector role Front line work in a very customer focused industry eg: retail or service industry

Desirable

Dealing with the public in situations of potential conflict/stress Dealing with the public both face-to-face and on the phone Dealing with large volumes of reception and administrative work Inputting data Primary care

Knowledge, Skills & Abilities

Essential

IT-literate and with basic knowledge of web based and windows based systems Able to multi-task and prioritise Use of email ability to converse, provide advice, and to understand, interpret and input data in accurate written and spoken English a willingness to learn new skills attention to detail Willingness and flexibility to work extra hours on occasions Excellent people skills including dealing with challenging people Calm and well organised under pressure empathetic Honesty punctuality Excellent communication skills

Desirable

Caldicot and Information governance Basic working knowledge of GDPR, Data Protection issues and principles Basic working knowledge of Emis Web clinical software, and Emis Appointments software

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