Care Navigator

Job summary
Due to internal promotion, we are now looking to recruit Care Navigators to join our team on a permanent basis.

You will need to have at least 2 years experience in a customer service-based role and/or working as part of a team within a very busy and, at times pressurised, office environment.

Initiative, empathy, good written and verbal communication skills, resilience, confidentiality and common sense are essential as you will be dealing with sensitive confidential information on a daily basis.

Main duties of the job

• To provide a reception service for all patients and visitors reporting to the reception desk including appointment bookings, prescription requests and other queries such as explaining practice protocols where relevant e.g., home visit protocol.
• To receive and deal with incoming telephone calls into the Practice ensuring that patients are dealt with by the right person, in the right way at the right time.
• To be aware of the different services available to patients and ensure patients are being navigated to the right clinician or service, which may be face-to-face, over the telephone or using on-line systems following the processes set down in Practice protocols. To ensure that all communication with patients using all media is done safely, securely, and accurately.
• To give appropriate advice in cases of emergencies by following protocols e.g., chest pain protocol.
• To undertake relevant administration processes

About us
Larwood Health Partnership is a GP Practice based over 4 sites, serving a patient population of 35,000. We believe in delivering a first-class service to our patients and are rated as Outstanding by CQC. Our patient list size continues to grow and as a result we are looking for a conscientious individual to complement our team of expert Care Navigators/Clinical Administrators. The Practice is open from 08:00 am to 08:00 pm Monday to Friday and 08:45-17:00 on a Saturday.

Job responsibilities

• To provide a reception service for all patients and visitors reporting to the reception desk including appointment bookings, prescription requests and other queries such as explaining practice protocols where relevant e.g., home visit protocol.
• To receive and deal with incoming telephone calls into the Practice ensuring that patients are dealt with by the right person, in the right way at the right time.
• To be aware of the different services available to patients and ensure patients are being navigated to the right clinician or service, which may be face-to-face, over the telephone or using on-line systems following the processes set down in Practice protocols. To ensure that all communication with patients using all media is done safely, securely, and accurately.
• To give appropriate advice in cases of emergencies by following protocols e.g., chest pain protocol.
• To obtain all relevant information from service users, using the demographic protocol (name, date of birth, address) and input information into the patients healthcare records as necessary, in order to aid clinicians.
• To record relevant information on the appointment system e.g., the reason for the appointment, the reason for the home visit request, the reason why the patient needs more medication etc.
• To process any documentation and tasks in accordance with current protocols, ensuring any clinical tasks and messages are followed up as requested by other members of the team.
• To discuss electronic services with patients and enroll them onto the appropriate systems.
• To print out patient reports e.g., home visit reports and ensure that all clinical/non-clinical correspondence has been distributed to Practice members.
• To issue repeat prescriptions once trained, via all platforms.
• To chaperone clinicians when required to do so, following all protocols for appropriate documentation. Chaperones will be provided with appropriate training, and DBS clearance will be requested.
• To respond to patients in emergencies, including assisting with CPR if required, reacting to activated panic alarms in accordance with practice protocols.
• To liaise with the clinical/admin safeguarding leads for all safeguarding queries including looked after children, think family, reporting and actioning any tasks.
• To deal with informal complaints wherever possible.
• To share knowledge and have input in the development of office protocols and changes to processes.
• To ensure any external visitors to the practice sign in and out.
• To undertake general administrative duties including photocopying, franking.
• To secure and lock up the premises, where trained, following Practice protocols.

Person Specification
Qualifications
Essential

• Good standard of general education (5 or more GCSE grade 4 (C) or above)
• GCSE Maths grade 4 (C) or above or equivalent
• GCSE English grade 4 (C) or above

Experience
Essential

• 2 years experience of working in customer service based role and/or working as part of a team within a very busy and, at times pressurised, office environment

Desirable

• 2 years of reception work
• Experience of working within General Practice

Skills
Essential

• Excellent communication skills (written, oral, listening)
• IT Skills
• Clear, polite, telephone manner
• Interpersonal skills
• Problem Solving skills
• Confidential

Desirable

• Knowledge of SystmOne IT system

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.