Job description

Job responsibilities

Kiltearn Medical Centre

Job Description

Job Title: Care Navigator

Reports to: Care Navigation Team Leader

Responsible to: Interim Practice Manager

Hours: negotiable

Job Summary:

• To provide high quality care navigation services to the patients, carers, visitors, doctors and staff at the surgery in a caring and supportive manner. Project a positive and friendly image either in person or on the telephone to maintain the practice reputation.
• To maintain confidentiality of all information.
• To provide flexibility in practice staffing arrangements.

Special Requirements of the Post:

• Use own judgement, resourcefulness and be able to work under pressure without direct supervision.
• To combine excellent communication skills with patience, empathy and accuracy.
• To be reliable and flexible
• Experience in adding patient data to clinical systems.

Essential Duties and Responsibilities:

In accordance with practice policies and procedures:

• Answer the telephone in a courteous and professional manner within 3 rings
• Receive and accurately convey messages in writing, verbally and electronically
• Liaise with patients and their families in a compassionate manner
• Liaise with GPs, other health professionals and their staff
• Arrange appointments for patients to see GP, nurse and other clinical staff associated with the practice by telephone or in person.
• Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner. If any doubt seek advice from GPs, ANP or NP
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
• Generate repeat prescriptions within the practice guidelines.
• Update the clinical system with changes in patient data.
• Photocopy documents
• File documents
• Open, stamp appropriately and distribute incoming mail
• Maintain practice dress standards
• Ring and obtain results or other information from providers as requested by the GPs.
• Contact patients to convey test results and instructions as directed by the GPs.
• Contact patients to arrange appointments with appropriate clinicians for monitoring or seasonal vaccinations.
• Deal with travel enquiries and vaccination appointments as per practice procedure.
• Advise patients of relevant charges for non NHS services. Accept payment and issue receipts.
• Prepare medical records for deducted patients to return
• Log new patients records and file appropriately.
• Assist with completion of patient surveys.
• Accept and sign for deliveries once items have been checked against order form.
• To keep reception area, notice boards and leaflet dispensers tidy and free from obstructions and clutter.
• Checking consulting rooms each day to ensure they have adequate supplies of stationary and couch rolls.
• Understand the usage of the practice email and intranet system to ensure effective communication.
• Attend Practice Meetings.

Undertake any other additional duties appropriate as requested by the Interim Practice Manager.

The above list of duties is not exhaustive and may be subject to change as deemed necessary.

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 will 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 form 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 polices 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 the 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 tidy and safe way and free form hazards.
• Reporting potential risks identified.

Personal Development

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

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal development.
• Taking responsibility for own development, learning and performance and demonstrating skills ad activities to others who are undertaking similar work.

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.
• Work effectively with individuals on other agencies to meet patients needs.
• Effectively manage own time, workload and resources..

Job responsibilities

Kiltearn Medical Centre

Job Description

Job Title: Care Navigator

Reports to: Care Navigation Team Leader

Responsible to: Interim Practice Manager

Hours: negotiable

Job Summary:

• To provide high quality care navigation services to the patients, carers, visitors, doctors and staff at the surgery in a caring and supportive manner. Project a positive and friendly image either in person or on the telephone to maintain the practice reputation.
• To maintain confidentiality of all information.
• To provide flexibility in practice staffing arrangements.

Special Requirements of the Post:

• Use own judgement, resourcefulness and be able to work under pressure without direct supervision.
• To combine excellent communication skills with patience, empathy and accuracy.
• To be reliable and flexible
• Experience in adding patient data to clinical systems.

Essential Duties and Responsibilities:

In accordance with practice policies and procedures:

• Answer the telephone in a courteous and professional manner within 3 rings
• Receive and accurately convey messages in writing, verbally and electronically
• Liaise with patients and their families in a compassionate manner
• Liaise with GPs, other health professionals and their staff
• Arrange appointments for patients to see GP, nurse and other clinical staff associated with the practice by telephone or in person.
• Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner. If any doubt seek advice from GPs, ANP or NP
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
• Generate repeat prescriptions within the practice guidelines.
• Update the clinical system with changes in patient data.
• Photocopy documents
• File documents
• Open, stamp appropriately and distribute incoming mail
• Maintain practice dress standards
• Ring and obtain results or other information from providers as requested by the GPs.
• Contact patients to convey test results and instructions as directed by the GPs.
• Contact patients to arrange appointments with appropriate clinicians for monitoring or seasonal vaccinations.
• Deal with travel enquiries and vaccination appointments as per practice procedure.
• Advise patients of relevant charges for non NHS services. Accept payment and issue receipts.
• Prepare medical records for deducted patients to return
• Log new patients records and file appropriately.
• Assist with completion of patient surveys.
• Accept and sign for deliveries once items have been checked against order form.
• To keep reception area, notice boards and leaflet dispensers tidy and free from obstructions and clutter.
• Checking consulting rooms each day to ensure they have adequate supplies of stationary and couch rolls.
• Understand the usage of the practice email and intranet system to ensure effective communication.
• Attend Practice Meetings.

Undertake any other additional duties appropriate as requested by the Interim Practice Manager.

The above list of duties is not exhaustive and may be subject to change as deemed necessary.

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 will 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 form 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 polices 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 the 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 tidy and safe way and free form hazards.
• Reporting potential risks identified.

Personal Development

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

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal development.
• Taking responsibility for own development, learning and performance and demonstrating skills ad activities to others who are undertaking similar work.

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.
• Work effectively with individuals on other agencies to meet patients needs.
• Effectively manage own time, workload and resources..

Person Specification

Qualifications

Essential

• Good level of general education
• Key Board Skills
• Word Processing Qualification

Experience

Essential

• Customer Care
• Ability to work on own initiative

Desirable

• Experience of General Practice or in a health care setting.
• EMIS web use

Qualities

Essential

• Good standard of appearance as befits dealing with members of the public, patients, and Practice staff.
• Self motivated
• Articulate
• Ability to work under pressure
• Working in an office environment
• Good written and verbal communication skills
• Adaptable / Flexibility
• Reliable / Proven attendance record
• Sense of humour
• Able to manage conflict

Knowledge and Skills

Essential

• Time Management
• Planning and prioritising
• Problem solving
• Accuracy in work
• Able to work to tight deadlines
• Able to work to protocols / guidelines
• Ability to communicate effectively to the practice team

Qualifications

Essential

• Good level of general education
• Key Board Skills
• Word Processing Qualification

Experience

Essential

• Customer Care
• Ability to work on own initiative

Desirable

• Experience of General Practice or in a health care setting.
• EMIS web use

Qualities

Essential

• Good standard of appearance as befits dealing with members of the public, patients, and Practice staff.
• Self motivated
• Articulate
• Ability to work under pressure
• Working in an office environment
• Good written and verbal communication skills
• Adaptable / Flexibility
• Reliable / Proven attendance record
• Sense of humour
• Able to manage conflict

Knowledge and Skills

Essential

• Time Management
• Planning and prioritising
• Problem solving
• Accuracy in work
• Able to work to tight deadlines
• Able to work to protocols / guidelines
• Ability to communicate effectively to the practice team

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

Kiltearn Medical Centre

Address

Church View Primary Care Centre

Off Beam Street

Nantwich

Cheshire

CW5 5NX

Employer's website

https://www.kiltearnmedicalcentre.nhs.uk/ (Opens in a new tab)