Care Navigator

NHS; Hungerford; On-site; GBP 20,000 - 25,000; Full time

Job summary

A healthcare provider in Hungerford is seeking a Care Navigator to handle patient queries and support the clinical team. Responsibilities include signposting patients, answering calls, and supporting administrative functions. Ideal candidates will have GCSEs in English and Maths, and NVQ level 2 in Health and Social Care. Join a supportive team in a friendly practice with a good rapport with patients.

Qualifications

• Must have effective communication skills for handling a variety of patient queries.
• Experience in customer service roles is highly valued.
• Ability to work collaboratively in a multidisciplinary team.

Responsibilities

• Process and effectively signpost patients to the appropriate healthcare professional.
• Answer incoming phone calls and manage patient requests.
• Maintain a clean and effective working area.

Skills

Effective communication

Customer service

Teamwork

Education

GCSE grade A to C in English and Maths

Qualified to NVQ level 2 in Health and Social Care

Job description

The care navigator is the front door to the surgery handling all calls and patients presenting at the front desk with a wide range of different queries. Your role will be to support the practice clinical team signposting patients to the appropriate healthcare professional or service, working as part of the practices multidisciplinary team.

You will also be expected to undertake reception duties as part of the role, supporting the administrative team in delivering a polite and professional service to the entitled patient population.

Main duties of the job

The following are the core responsibilities of the Care Navigator. There may be, on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels:

• Process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition
• Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately
• Process patient requests for appointments
• Initiate contact with and respond to requests from patients, team members and external agencies
• Photocopy documentation as required
• Data entry of new and temporary registrations and relevant patient information as required
• Input data into the patients healthcare records as necessary
• Direct requests for information (e.g., SAR, insurance/solicitors letters and DVLA forms) to the administrative team
• Manage all queries as necessary in an efficient manner
• Maintain a clean, tidy, effective working area at all times
• Monitor and maintain the reception area and noticeboards
• Support all clinical staff with general tasks as requested
• Undertake all mandatory training and induction programmes
• Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed
• Contribute to public health campaigns (e.g., flu clinics) through advice or direct care

About us

We are a friendly inclusive practice with a low staff turnover. We have an above average feedback from our patients on the service we provide and are a close knit sociable team.

Lambourn Surgery is in an area of outstanding natural beauty in a semi rural location. We serve a population of 6500 patients. Due to the rural nature of the practice we also dispense to 3000 of our patients. The village has a wide demographic and is famed for its horse racing which is evident as you drive over the downs to reach us. We are within 20 minutes drive of Swindon and Newbury and only 10 minutes from junctions 14 and 15 of the M4.

The entire team is very approachable and supportive of each other. We have regular staff outings and events, and hold regular team meetings to capture feedback and ensure all staff feel included in any major decisions around the running of the surgery.

Job responsibilities

In addition to the requirements mentioned in the overview you may also be required to:

Participate in practice audit

Action incoming emails

Scan patient information to the record

Complete opening and closing routines

A full job description is available on request

Person Specification

Qualifications

• GCSE grade A to C in English and Maths
• Qualified to NVQ level 2 in Health and Social Care