CARE NAVIGATOR

SUMMERVALE SURGERY; Ilminster; On-site; GBP 25,000 - 30,000; Full time

Job summary

A local healthcare practice in Ilminster is seeking an experienced Care Navigator to join their busy team. The role involves a variety of reception and administrative tasks to support patients and clinicians. Ideal candidates will have strong communication skills, previous healthcare experience, and the ability to cope under pressure. Benefits include NHS Pension Scheme and other perks such as free on-site parking.

Benefits

NHS Pension Scheme

Free on-site parking

Blue Light Card Discount Scheme Membership

Qualifications

• Experience of working with the general public.
• Experience of receptionist/secretarial/administrative duties.
• Experience of working in a team.
• Experience of working in a health care setting.

Responsibilities

• Undertake a wide range of reception, secretarial and administrative duties.
• Act as the central point of contact for patients.
• Process referrals and associated correspondence efficiently.
• Manage all queries in an efficient manner.

Skills

Excellent communication skills (written and oral)

Clear, polite telephone manner

Competent in the use of Office and Outlook

Effective time management

Ability to work as a team member

Education

GCSE Mathematics & English (C or above)

Educated to GCSE level or equivalent

AMSPAR Qualification

NVQ Level 2 in Health and Social Care

Job description

An excellent opportunity has arisen for a enthusiastic, experienced, Care Navigator with the ability to work well under pressure to join our friendly practice team with 5 partners and 8,600 patients. The post is for 32 hours per week. There is a requirement to remain flexible to cover colleagues who may be sick or on holiday.

Main duties of the job

To be responsible for undertaking a wide range of reception, secretarial and administrative duties and the provision of administration support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of information (electronic and hard copy) in a timely manner and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers, in accordance with current policies, including the use of the electronic referral service (ERS).

About us

This is a very busy practice with a supportive, committed team. The successful candidate will need to be able to cope well under pressure, prioritise and think on their feet.

Benefits include NHS Pension Scheme, free on-site parking, Blue Light Card Discount Scheme Membership (on application).

Job responsibilities

• Booking appointments and recalls in accordance with practice policy
• Ensuring total familiarity with all appointment systems in use, including regular and ad-hoc variations
• Process personal, telephone and e-requests for appointments
• Signposting patients effectively to the correct service
• Ensuring that when a patient attends for an appointment, they are clearly and correctly routed to the appropriate waiting area.
• Ensuring that patients without appointments but who need urgent consultation are seen in a logical and non-disruptive manner
• Responding to all queries and requests for assistance from patients and other visitors
• Ensuring all visitors attending the surgery are signed in according to practice protocol and the staff member informed
• Explaining practice arrangements and formal requirements to new patients and those seeking temporary cover. Ensure procedures are completed.
• Data entry of new and temporary registrations and relevant patient information as required
• Entering requests for home visits onto computer including all relevant information and where necessary referring immediately to the doctor, and forwarded onto PCN ECP as appropriate.
• Ensuring that any telephoned lab results are acted on according to the practice protocol.
• Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
• Initiating contact with and responding to requests from patients, team members and external agencies
• Ensuring all matters arising during the period of duty in reception, that cannot reasonably be dealt with during the duty period, are passed to the incoming Care Navigator in a clear and concise manner.
• Ensuring that paper medical records are available to the doctors upon request
• Ensuring that correspondence, reports etc are filed correctly
• Ensuring that all patient details are kept up to date on the computer and paper records.
• Ensuring that consulting rooms are checked at the end of each session and left secure
• Receive and make telephone calls as required. Divert calls and take messages as appropriate
• Ensuring that the telephone system is operational at the beginning of each day
• Opening up the premises at the start of each day and make all necessary preparation to receive patients
• Closing the premises at the end of each day.
• Informing the Care Navigator Team Leader of problem areas such as damage, unserviceable equipment, complaints, low supply of forms and any other subjects that need attention as they develop, before they become a major problem.
• Ensuring that there are adequate supplies of all the necessary forms required in reception.
• Ensuring that the waiting room is kept tidy and has all the appropriate information for patients, linking in to specific health promotion activities, (e.g. stop smoking day etc). informing the Lead Nurse, as required.
• Note tidying adhering to our protocol, ensuring that all notes are tidied within 4 weeks of arriving.
• To process all referral letters and associated correspondence for all clinicians, ensuring that urgent letters are dealt with in order of priority and in accordance with the practice referral procedure. To further ensure that all letters are spell checked and then re-read for accuracy of content and grammar.
• To process 2 week wait referrals the same day.
• Run the 2 week wait search on a daily basis to ensure no 2 week wait referrals have been missed.
• Check C-the Signs for referrals that have not been processed as well as mark those referrals that have been actioned.
• To process referrals through the electronic referral system (ERS) and deal with any associated patient queries.
• Manage the ERS workflow ensuring tasks are actioned and dealt with in a timely manner.
• To ensure that all electronic referral forms are kept up to date and new ones imported as appropriate, ensuring they are passed to the Management Team for inclusion in the Staff Weekly Bulletin
• To prepare and ensure that outgoing post is posted at the end of each working day.
• To provide support to the clinicians with referrals and dealing with any problems that may arise
• Understanding, acceptance and adherence to the need for strict confidentiality
• Having the ability to use own judgement and resourcefulness, common sense and local knowledge to respond to patient enquiries and requests.
• Support all clinical staff with general tasks as requested
• Direct requests for information i.e. Insurance/solicitors letters and DVLA forms to the administrative team
• Advising patients of relevant charges for private services, accept payment and issue receipts for same
• Photocopy documentation as required
• Input data into the patients healthcare records as necessary
• Manage all queries as necessary in an efficient manner
• Scan patient related documentation and attaching scanned documents to patients healthcare records
• Scanning and/or read coding of information onto patient medical records in line with practice scanning and read coding procedure
• Liaising with external agencies such as hospitals and community services, ensuring referrals are processed efficiently
• Raising invoices for reports/letters completed by clinicians
• Action tasks and/or emails in a prompt manner
• Carry out system searches as requested
• Maintain a clean, tidy effective working area at all times
• Support all clinical staff with general administrative tasks as requested

Management of Medical Records

Ensure that paper medical records are available to the clinicians upon request

• Ensure that all paper medical records are correctly assembled and maintained in good condition
• Retrieve and refile medical records as required, ensuring that strict alphabetical order is adhered to
• Ensure that correspondence, reports etc are filed in the correct medical record if required.

Person Specification

Experience

• Experience of working with the general public
• Experience of receptionist/secretarial/administrative duties
• Experience of working in a team
• Experience of working in a health care setting

Qualifications

• Educated to GCSE level or equivalent
• GCSE Mathematics & English (C or above)
• AMSPAR Qualification
• NVQ Level 2 in Health and Social Care

Skills

• Excellent communication skills (written and oral)
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (Planning & Organising)
• Ability to work as a team member and autonomously