Care Navigator

NHS Jobs; Conisbrough; In loco; GBP 22.000 - 28.000; Tempo pieno

Descrizione del lavoro

The NHS Jobs Care Navigation and Reception role supports patients by signposting to the right services, booking appointments, and promoting online NHS resources. You will escalate urgent concerns following practice procedures and help patients access self-care resources and local support services.

In Reception and Administrative duties, you greet patients, handle calls and emails, maintain accurate records, manage prescriptions, recalls and patient communications, all while upholding

Competenze

• Greet patients and manage calls per procedures.
• Register new patients and maintain accurate records.
• Process appointment requests, cancellations, and amendments.
• Support access to online services and NHS resources.
• Maintain accuracy of electronic records.

Mansioni

• Receive and process patient requests across in-person, telephone, online, or other channels.
• Signpost patients to appropriate services using approved care navigation pathways.
• Book appointments according to protocols and availability.
• Support recalls, invitations, and patient communications.
• Maintain records and documentation per practice policies.
• Assist with data entry and record-keeping using the clinical system.

Conoscenze

Customer service

Communication

Teamwork

Administrative skills

Data protection

Confidentiality

Clinical system

Strumenti

Clinical system

Descrizione del lavoro

Care Navigation

• Receive and process patient requests, either in person, by telephone, online, or via other communication methods.
• Use approved care navigation training and pathways to signpost patients to the most appropriate service, this can include following instructions from the triage or on call teams.
• Book appointments according to practice protocols and appointment availability.
• Support patients to access self-care resources, community services, pharmacy services, NHS services, and local support organisations where appropriate.
• Promote and support the use of online services and digital healthcare solutions.
• Ensure urgent clinical matters are escalated promptly in accordance with practice procedures.

Reception Duties

• Greet patients and visitors in a professional, courteous, and helpful manner.
• Manage incoming and outgoing telephone calls efficiently.
• Deal with patient enquiries and requests sensitively and effectively. This can include emails, phone calls, messages via digital platforms, etc.
• Register new patients and maintain accurate patient records.
• Process appointment requests, cancellations, and amendments.
• Handle patient correspondence and documentation as required.

Administrative Duties

• Maintain accurate electronic records using the clinical system.
• Scan, code, redirect and file documentation in accordance with practice procedures.
• Process repeat prescription requests according to practice protocols.
• Support administrative tasks associated with patient care and practice operations.
• Assist with recalls, invitations, and other patient communications.
• Undertake administrative tasks as received from the clinical system.

Patient Experience

• Provide a high standard of customer service at all times.
• Actively contribute to a positive patient experience.
• Respond appropriately to patient concerns and direct complaints in line with practice policy.
• Demonstrate empathy and professionalism when dealing with challenging situations.

Governance, Compliance and Risk

• Support compliance with Care Quality Commission (CQC) standards, NHS regulations, and Practice policies.
• Take an active role to ensure the practices readiness for inspections and reviews from regulators and commissioners such as the CQC and ICB.
• Maintain health and safety, infection control, and data protection standards.
• Identify operational risks and take practical steps to resolve issues.

Finance and Resources

• Monitor resources, equipment, and space to ensure smooth operations.
• Ensure costeffective use of resources in daily operations.

Communication and Teamwork

• Act as a key point of contact Build effective working relationships with staff, patients, PCN colleagues, and suppliers.
• Attend meetings as requested.

Other Duties and Expectations

• Provide temporary cover for selected responsibilities when required, such as during periods of annual leave.
• Maintain knowledge of and compliance with Practice policies and procedures relating to this post.
• Attend relevant training courses as requested by the Business Manager and Practice Partnership, including assigned statutory and mandatory training.
• Undertake any other duties as required by the Practice and determined by the Business Manager and/or Practice Partnership.
• Promote the welfare of children, young people and vulnerable adults and comply with the practice safeguarding policies and procedures.
• Maintain strict confidentiality regarding patient, staff and business information and comply with practice policies and procedures.

Follow practice policies in relation to Health and Safety and Patient Safety Be committed to equality, diversity and appropriate professional conduct Work within scope of practice and avoid decision making outside of competence This job description is intended as a guide and does not constitute and exhaustive list of duties. It may be amended to meet the changing needs of the practice.