Job description

Job responsibilities

The Care Navigator is the first point of contact for patients accessing the practice. The post holder will provide a professional, efficient and compassionate reception and administrative service while ensuring patients are directed to the most appropriate clinician or service.

The Care Navigator will contribute to the smooth day-to-day running of the practice by managing telephone calls, welcoming patients, processing administrative requests, responding to emails and carrying out tasks allocated by GPs and the wider clinical team.

The post holder will always maintain patient confidentiality and deliver an excellent standard of customer service.

Key Responsibilities

Patient Services

• Welcome patients and visitors in a professional, friendly and courteous manner.
• Provide a high standard of customer service at all times.
• Register new patients in accordance with practice procedures.
• Book, amend and cancel appointments using the clinical system.
• Assist patients with online services where appropriate.
• Ensure patient queries are dealt with promptly or directed to the appropriate member of staff.

Telephone Duties

• Answer incoming telephone calls efficiently and professionally.
• Navigate patients to the most appropriate clinician or healthcare service based on practice protocols.
• Deal with patient enquiries sensitively and accurately.
• Take clear and accurate messages where required.

Administrative Duties

• Process incoming emails and correspondence.
• Complete administrative tasks assigned by GPs, nurses and other clinicians.
• Process repeat prescription requests in line with practice procedures.
• Scan and accurately code clinical documents.
• Manage incoming and outgoing post.
• File and retrieve patient records when required.
• Maintain accurate patient information on the clinical system.

Care Navigation

• Support patients to access the right healthcare professional or external service.
• Signpost patients to community, pharmacy, self-care or NHS services where appropriate.
• Follow practice protocols when directing urgent or emergency cases.

General Responsibilities

• Maintain patient confidentiality in accordance with GDPR, NHS guidance and practice policies.
• Work collaboratively with all members of the practice team.
• Assist with the training and support of new staff where appropriate.
• Participate in team meetings and mandatory training.
• Maintain a clean, safe and welcoming reception environment.
• Undertake any other reasonable duties appropriate to the role.

Health and Safety

The post holder must:

• Follow all Health and Safety legislation and practice policies.
• Report accidents, incidents and hazards promptly.
• Participate in fire safety and emergency procedures.

Confidentiality

The post holder will have access to confidential information relating to patients and staff and must maintain strict confidentiality in accordance with GDPR, the Data Protection Act, NHS Confidentiality Code of Practice and practice policies.

Equality and Diversity

The post holder will treat all patients, visitors and colleagues with dignity and respect, promoting equality, diversity and inclusion at all times.

Safeguarding

The post holder is responsible for recognising and reporting safeguarding concerns relating to children and vulnerable adults in accordance with practice procedures.

Person Specification

Care Navigation

Essential

• -Excellent communication and interpersonal skills
• -Friendly, approachable and professional manner
• -Excellent customer service skills
• -Ability to remain calm under pressure
• -Good organisational and time management skills
• -Good IT skills including Microsoft Office
• -Ability to work accurately with attention to detail
• -Ability to prioritise workload
• -Ability to work independently and as part of a team
• -Good standard of literacy and numeracy
• -GCSE English and Maths (or equivalent)

Desirable

• -Experience working in a GP practice or NHS setting
• -Knowledge of EMIS Web
• -Knowledge of Care Navigation principles
• -Knowledge of NHS services and referral pathways

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Priory Medical Centre

Address

The Priory Medical Centre

Belmont Grove

Liverpool

L6 4EW

United Kingdom

Employer's website

https://www.priorymedicalcentre.co.uk (Opens in a new tab)