Care Navigator

Cardiff and Vale University Health Board; Liverpool; On-site; GBP 18,000 - 24,000; Full time

Job summary

GP Practice West Derby is looking for new staff to join our care navigator team. Based in West Derby, we are a friendly NHS practice that values training and development.

The role covers reception, telephone duties, and busy admin tasks supporting our clinicians and admin team to deliver timely care. You will handle patient queries, referrals, and prescriptions, and assist in clinics and communications while maintaining excellent customer service.

Qualifications

• Excellent customer care skills and a courteous, efficient service.
• Experience working in an NHS environment is advantageous.
• Strong telephone and receptionist capabilities within a busy practice.

Responsibilities

• Admin tasks including processing referrals, prescriptions, reports and coding.
• Reception and telephone duties, handling patient queries and directing to appropriate services.
• Support clinics and the nursing team; assist with appointments and communications.
• Use EMIS for records management and patient data entry.
• Maintain confidentiality and adhere to health and safety guidelines.

Skills

Customer care

Communication

Reception duties

Team support

Tools

EMIS

Iplato

Accurx

Job description

We are looking for new members of staff to join our care navigator team We are a large GP practice based in West Derby , We are friendly , supportive and looking to train and develop staff with an NHS background , to work within our busy team The role will include reception and telephone duties helping patients and also covering the busy admin area in which referrals are made , prescription requests are managed , post is opened and allocated and also supporting our large clinical team of Drs , Nurses, Pharmacists and our extended team to deliver care to patients, Duties include : Dealing face to face and on the telephone with our patients Helping and supporting our colleagues within the local community services and acute trusts Dealing with all practice paperwork to include referrals . prescriptions , reports and coding Dealing with admin and email requests from patients and other stakeholders Assisting clinicians as a chaperone when requested ( full training will be given ) Ensuring all patient registrations and deductions are completed in a timely and effective manner Support the nursing team with all clinics Support the Contracts manager contacting patients for attendance at clinics, We work within a diverse team ethic where everyone is valued for their contribution and full training is given to ensure all new staff have these values also, Receive, assist, and direct patients in accessing the appropriate service or healthcare professionals in a courteous, efficient, and effective way. To possess excellent customer care skills and ensure all patients and staff are offered an effective, efficient, and courteous service always Provide general assistance within the whole Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone. Job Responsibilities: Administration

• To have a thorough knowledge of all Practice procedures and protocols and EMIS clinical system
• To work in accordance of written protocols
• Handling and opening of all mail coming into the surgery
• Scanning all hospital and clinics correspondence into the practice clinical system
• Digital fax and photocopy as requested
• Coding hospital discharge and clinic letters
• Taking action of all necessary hospital discharge letters/clinic letters
• Summarising patient files
• Registering & deducting new and old patients
• Checking NHS mail, OOH and electronic letters for any action needed i.e. eConsultations
• Using Iplato/Accurx to send text messages to patients
• Opening and closing of business premises
• Stocking clinicians rooms with all appropriate equipment
• Cold chaining (checking fridge temperatures are within range and reporting any abnormal readings to practice management)
• Use of PCSE for record movement and queries

Reception

• Liaising with patients at the reception desk and via telephone and also digitally
• Liaising with all non-practice staff i.e. ICB teams , Care home staff , Health Visitors, District Nurses Community matrons , Coroners office etc.
• Handling patient queries politely and courteously
• Processing repeat prescriptions
• Signing out controlled drug prescriptions
• Taking action of alerts for monitoring bloods/chronic illnesses ensuring patients are up to date
• Meeting QOF / IIF / GP Spec targets, and arranging appropriate appointments and adding correct invite codes
• Processing blood forms when instructed by GP or when checking if patient is overdue for any specific blood tests
• Making general referrals to Treatment room, district nurses etc.
• Creating receiving and completing tasks between clinical and non-clinical staff
• Processing letters to patients
• Identifying emergencies and ensuring all protocols are followed during these emergencies
• Proactively handling minor complaints from patients and referring to the leadership team when required

Appointments

• Process appointment requests for urgent on the day and future appointments from patients by telephone, in person, via email or eConsultation
• Taking home visit request

Digital Services

• Registrations of new patients computer data entry and medical records
• Process patients change of address computer data and medical records (have knowledge of Practice area boundary )
• Process repeat prescription request in accordance with Practice guidelines

Telephone

• Have working knowledge of telephone system, during and after hours
• Answer the telephone in polite and courteous and professional manner and adhere to practice guidelines at all times
• Handling complaints received from telephone on a courteous , polite manner

Other Tasks

• Clear rooms after surgeries and ensure they are stocked for the following day
• Ensure building security have thorough knowledge of doors/windows/alarm process
• Any other tasks and duties allocated by the leadership team that are deemed to be necessary
• Problem solving with colleagues in a positive , professional manner
• Team support

Confidentiality:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & Safety:

• Using personal security systems within the workplace according to Practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Reporting potential risks identified

Equality and Diversity:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner that is welcoming, is non-judgmental and respects their circumstances, feelings priorities and rights

Personal/Professional Development:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for