Care Navigator

Job responsibilities

JOB TITLE: Care Navigator West Derby Medical Centre

REPORTS TO: Leadership team

Accountable to : Head of Operations

HOURS: Flexible between 7:00 20:00 as per rota

SALARY: £12.68 per hour

Job Summary:

Receive, assist, and direct patients in accessing the appropriate service or healthcare professionals in a courteous, efficient, and effective way. To possess excellent customer care skills and ensure all patients and staff are offered an effective, efficient, and courteous service always

Provide general assistance within the whole Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Job Responsibilities:

• To have a thorough knowledge of all Practice procedures and protocols and EMIS clinical system
• To work in accordance of written protocols
• Handling and opening of all mail coming into the surgery
• Scanning all hospital and clinics correspondence into the practice clinical system
• Digital fax and photocopy as requested
• Coding hospital discharge and clinic letters
• Taking action of all necessary hospital discharge letters/clinic letters
• Summarising patient files
• Registering & deducting new and old patients
• Checking NHS mail, OOH and electronic letters for any action needed i.e. eConsultations
• Using Iplato/Accurx to send text messages to patients
• Opening and closing of business premises
• Stocking clinicians rooms with all appropriate equipment
• Cold chaining (checking fridge temperatures are within range and reporting any abnormal readings to practice management)
• Use of PCSE for record movement and queries

• Navigating patients to the most appropriate services i.e. identifying emergencies, referring calls to nominated stakeholders .
• Liaising with patients at the reception desk and via telephone and also digitally
• Liaising with all non-practice staff i.e. ICB teams , Care home staff , Health Visitors, District Nurses Community matrons , Coroners office etc.
• Handling patient queries politely and courteously
• Processing repeat prescriptions
• Signing out controlled drug prescriptions
• Taking action of alerts for monitoring bloods/chronic illnesses ensuring patients are up to date
• Meeting QOF / IIF / GP Spec targets, and arranging appropriate appointments and adding correct invite codes
• Processing blood forms when instructed by GP or when checking if patient is overdue for any specific blood tests
• Making general referrals to Treatment room, district nurses etc.
• Creating receiving and completing tasks between clinical and non-clinical staff
• Processing letters to patients
• Identifying emergencies and ensuring all protocols are followed during these emergencies
• Proactively handling minor complaints from patients and referring to the leadership team when required

• Process appointment requests for urgent on the day and future appointments from patients by telephone, in person, via email or eConsultation
• Taking home visit request

• Registrations of new patients computer data entry and medical records
• Process patients change of address computer data and medical records (have knowledge of Practice area boundary )
• Process repeat prescription request in accordance with Practice guidelines

• Have working knowledge of telephone system, during and after hours
• Answer the telephone in polite and courteous and professional manner and adhere to practice guidelines at all times
• Handling complaints received from telephone on a courteous , polite manner

• Clear rooms after surgeries and ensure they are stocked for the following day
• Ensure building security have thorough knowledge of doors/windows/alarm process
• Any other tasks and duties allocated by the leadership team that are deemed to be necessary
• Problem solving with colleagues in a positive , professional manner
• Team support

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:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to 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
• Reporting potential risks identified

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and 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 ...