Job description

Job responsibilities

JOB TITLE: Care Navigator

DEPARTMENT: Reception

Reports to: Workforce Administrator/Management Team

Job Summary:

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

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

Job Responsibilities:

Administration

• To have a thorough knowledge of all Practice procedures
• To work in accordance of written protocols
• Scan relevant documents in to patient records

Reception

• Receiving patients consulting with members of Practice team, directing to self arrival where appropriate.
• Promote services to patients ie online registration, patient partner, texting, Accurx.

Appointments

• Process appointment requests for appointments from patients by telephone, online and in person.
• Deal with visits requests

Computer

• Registrations of new patients
• Process repeat prescription requests in accordance with Practice guidelines.

Telephone

• Use headset when receiving or making out going calls in accordance with the Practices health and safety guidelines.
• Answer all calls promptly using the practice script.
• Deal with queries as per the practices protocols.

Other Tasks

• Check surgeries at the end of the day as per practice protocols.
• Ensure building security is maintained.
• Any other tasks allocated by the Administrator Team and Management Team

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 recognizes 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 which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

• Attend and actively participate in Target

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• eLearning which will include, Safeguarding Adults/Children, Information Governance, Fire Safety Awareness, Equality and Diversity, Health & Safety Awareness, Conflict Resolution, Manual Handling, Prevent training.

Quality:

The post-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-holder should recognise the importance of effective communication within the team and will 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:

The post-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

Job responsibilities

JOB TITLE: Care Navigator

DEPARTMENT: Reception

Reports to: Workforce Administrator/Management Team

Job Summary:

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

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

Job Responsibilities:

Administration

• To have a thorough knowledge of all Practice procedures
• To work in accordance of written protocols
• Scan relevant documents in to patient records

Reception

• Receiving patients consulting with members of Practice team, directing to self arrival where appropriate.
• Promote services to patients ie online registration, patient partner, texting, Accurx.

Appointments

• Process appointment requests for appointments from patients by telephone, online and in person.
• Deal with visits requests

Computer

• Registrations of new patients
• Process repeat prescription requests in accordance with Practice guidelines.

Telephone

• Use headset when receiving or making out going calls in accordance with the Practices health and safety guidelines.
• Answer all calls promptly using the practice script.
• Deal with queries as per the practices protocols.

Other Tasks

• Check surgeries at the end of the day as per practice protocols.
• Ensure building security is maintained.
• Any other tasks allocated by the Administrator Team and Management Team

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 recognizes 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 which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

• Attend and actively participate in Target

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• eLearning which will include, Safeguarding Adults/Children, Information Governance, Fire Safety Awareness, Equality and Diversity, Health & Safety Awareness, Conflict Resolution, Manual Handling, Prevent training.

Quality:

The post-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-holder should recognise the importance of effective communication within the team and will 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:

The post-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

• Good educational background

Desirable

• A-C grade or equivalent in English and Maths

Experience

Desirable

• Experience of working in primary care
• Experience of working with Systmone

Work Ethic

Essential

• Able to work under pressure
• Able to work in a Team
• Willingness to learn

Qualifications

Essential

• Good educational background

Desirable

• A-C grade or equivalent in English and Maths

Experience

Desirable

• Experience of working in primary care
• Experience of working with Systmone

Work Ethic

Essential

• Able to work under pressure
• Able to work in a Team
• Willingness to learn

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

Kingthorne Group Practice

Address

Thorne Road

Doncaster

South Yorkshire

DN1 2EU

Employer's website

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