Care Navigator

Fuller and Forbes Partnership; Devon and Torbay; On-site; GBP 17,000 - 22,000; Full time

Job summary

Fuller and Forbes Partnership is recruiting a Care Navigator to join a GP surgery in the United Kingdom. The role focuses on managing patient flow, greeting visitors, and facilitating access to healthcare services with empathy and efficiency.

You will handle appointments, manage patient records, answer calls, and provide information about available healthcare options. A patient-centric approach and strict confidentiality are essential, alongside a commitment to continuous training and service

Qualifications

• Clear and compassionate communication required to explain healthcare options to patients.

Responsibilities

• Front Desk Management: greet patients, verify information and direct to appropriate departments.
• Appointment booking: manage schedules using practice systems to maximise resource utilisation.
• Telephone Enquiries: handle calls, provide information, take messages or redirect to staff.
• Patient Records Management: maintain accurate records and ensure confidentiality and data protection compliance.
• Communication and Coordination: liaise between patients and healthcare providers, ensuring clear explanations of schedules and treatment plans.
• Resource Navigation: guide patients to access clinics, education sessions, and community services.
• Safety Protocols: maintain reception area cleanliness and safety in line with health guidelines.
• Quality Improvement: collect patient feedback to improve front desk operations.

Skills

SystmOne

Tools

SystmOne

Job description

The Care Navigator is a key front-line position responsible for managing the first impressions of thepractice. This role involves greeting patients, managing communication between patients and medicalstaff, and facilitating patient access to appropriate healthcare services efficiently. The Care Navigatorplays a crucial role in guiding patients through the complexities of healthcare interactions, ensuringthey receive timely and appropriate care.

Main duties of the job

Key responsibilities include scheduling appointments, managing patient records, answering phonecalls, and providing patients with information about healthcare services. The Care Navigator willensure that all patient interactions are handled with empathy and efficiency, maintaining confidentialityand compliance with healthcare regulations. This position requires excellent communication skills,strong organisational abilities, and a patient-centric approach to service delivery.

About us

The Practice aims to provide where possible a primary site for the post holder to work from, fostering stability and astrong team relationship. However, flexibility is required, and the post holder must be willing to work atother branch sites, when necessary, either on a temporary or permanent basis.

Job responsibilities

Patient Interaction and Support:

• Front Desk Management, Greet patients upon arrival, verify their information, and direct themto appropriate departments. Ensure a welcoming and respectful environment for all visitors.
• Appointment booking: Efficiently manage appointment scheduling using the practicessystems; adjust schedules as needed to accommodate patient needs and maximise resourceutilisation.
• Telephone Enquiries: Handle incoming calls, provide information to callers, take messages, orredirect calls to appropriate staff members.
• Administrative Responsibilities:eConsultations: Process eConsultations received.Patient Records Management: Maintain and update patient records with accuracy. Ensure allpatient interactions and transactions are logged promptly and comply with legal and privacyrequirements.
• Communication and Coordination:Healthcare Provider Liaison: Act as a liaison between patients and healthcare providers.Ensure that communication is clear and that patients understand their schedules, treatmentplans, and any preparatory steps for appointments.
• Resource Navigation: Guide patients to access various healthcare resources available tothem, including special clinics, educational sessions, and community services.
• Resource Management: Manage front-office supplies and ensure that patient areas arestocked with necessary items like forms, brochures, and informational materials.
• Safety Protocols: Maintain cleanliness and safety of the reception area, complying with healthand safety guidelines to ensure a safe environment for patients and staff.
• Quality Improvement:Feedback Collection: Collect and compile patient feedback to identify areas for improvementin front desk operations and patient care coordination.
• Service Enhancement Initiatives: Participate in initiatives aimed at enhancing patientsatisfaction and improving service delivery effectiveness.
• Training Participation: Engage in ongoing training to enhance skills related to patient care,technology use, communication, and administrative management.
• Knowledge Upgrading: Stay updated on new healthcare regulations, insurance policies, andpatient care technologies to continually improve service quality.

Current vacancies at three different locations:

Mount Gould and Trelawny Based

Wednesday 0800-1800 at Mount Gould

Thursday 0800-1800 at Trelawny

Friday 0800-1800 at Trelawny

Person Specification

Experience

• Communication Skills:
• Clear and compassionate communication is essential, as Care Navigators must explain complex healthcare options to patients, often with differing levels of understanding.
• Telephone skills are important for communicating with patients over the phone and scheduling appointments.
• Confidentiality and Professionalism:
• Understanding of patient confidentiality, data protection laws (such as GDPR), and maintaining professional boundaries while handling sensitive patient information.
• Use of SystmOne is advantageous
• Ability to work independently and as part of a team.
• Patience and the ability to manage difficult or emotional conversations.
• Adaptability to meet the diverse needs of patients from different backgrounds.
• Ability to quickly learn about new services and keep up-to-date with changes in healthcare provision.
• In summary, experience as a Care Navigator in a GP surgery would involve supporting patients through the maze of healthcare services, offering guidance, managing appointments, and advocating for patients needs, all while ensuring high levels of confidentiality, empathy, and efficiency.
• You must be able to provide evidence of the following vaccinations if you are successful at interview
• Seasonal Flu
• Hep B
• Tetanus
• Diptheria
• MMR
• BCG
• MenACY

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.