Care Navigator

Castlefields Surgery; Stafford; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

27 days annual leave (pro-rata)

NHS Pension Scheme

Enhanced family leave

Enhanced sick pay

Disclosure and Barring Service Check

Job summary

Castlefields Surgery in Stafford is seeking a Care Navigator to support the clinical team by signposting patients to the appropriate healthcare professional or service. The role includes reception duties within a multidisciplinary team, contributing to a polite and professional patient experience.

Two contracts are available: 37 hours per week full-time or 20 hours per week part-time. Salary is £12.71 per hour, with placement at Castlefields Surgery, Castle Way, Newport Road, Stafford ST16 1BS.

Qualifications

• Experience working in a primary care setting.
• Excellent communication skills.
• Clear & polite telephone manner.
• Problem-solver with the ability to process information accurately.
• Sensitive and empathetic in distressing situations.

Responsibilities

• Signpost patients to the appropriate healthcare professional.
• Answer incoming phone calls and transfer or address requests.
• Process patient requests for appointments.
• Process repeat prescription requests.
• Assist with reception duties and administrative tasks, supporting the team.
• Maintain a clean and organised reception area.

Skills

Experience in primary care

Excellent communication skills

Clear telephone manner

Problem solving

Empathy

Education

Healthcare qualification (level 2)

Tools

EMIS

Job description

Job summary

To support the practice clinical team by signposting patients to the appropriate healthcare professional or service, working as part of the practices multidisciplinary team. The Care Navigator 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

• 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
• Process repeat prescription requests
• Initiate contact with and respond to requests from patients team members and external agencies

About us

We are a rapidly growing GP-led organisation with a mission to ensure that all patients have access to comprehensive, coordinated and continuous care within a sustainable primary care system. We appreciate that our whole primary care system is struggling, which is causing a negative effect on patient care and staff happiness. We believe that we can turn this around by reimagining how primary care is delivered from the ground up by placing a focus on data insights, technology and clinical innovation. Ultimately, we want to improve patient access, patient experience and health outcomes to significantly increase the quality of care for our patients. However, we can only build the best primary care service there is if our colleagues are happy, empowered and supported within an excellent working environment. If you believe that there are ways to drastically improve the way primary care is delivered for both patients and staff alike and you want to be a part of this; then we would love to meet you and tell you more about our plans.

Job responsibilities

Job role: Care Navigator
Job type: Permanent
Working hours: 1 x full-time 37hrs a week
1 x part-time 20hrs a week 10hours on Tuesday and 10hours on Thursday
Salary: £12.71 per hour
Location: Castlefields Surgery, Castle Way, Newport Road, Stafford ST16 1BS

Job role overview:

To support the practice clinical team by signposting patients to the appropriate healthcare professional or service, working as part of the practices multidisciplinary team. The Care Navigator 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.

Duties include but are not limited to:

• 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
• Process repeat prescription requests
• 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
• Carry out system searches as requested
• 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 requestedUndertake 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

Skills and experience:

Essential:

• Experience working in a primary care setting
• Excellent communication skills
• Clear & polite telephone manner
• Problem-solver with the ability to process information accurately and effectively, interpreting data as required
• Sensitive and empathetic in distressing situations

Desirable:

• Experience working as a care navigator
• Experience using EMIS
• Healthcare qualification (level 2) or working towards gaining equivalent level

Benefits:

• 27 days annual leave (pro-rata) plus 8 bank holidays (pro-rata)
• NHS Pension Scheme
• Enhanced family leave
• Enhanced sick pay
• Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such will be necessary for a submission for the Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.