Care Navigator

Canterbury Medical Practice; United Kingdom; On-site; GBP 21,000 - 32,000; Full time

Job summary

Canterbury Medical Practice is seeking a Care Navigator to join our reception team. You will manage appointments, signpost patients, and act as the central point of contact for our multi-professional team. A sound professional relationship with GPs and staff is essential.

The role emphasizes high levels of organisation, excellent interpersonal skills, and the ability to work under pressure within a busy primary care setting. Ownership of transport for site travel is required.

Qualifications

• Excellent interpersonal and communication skills.
• Highly organised with strong attention to detail.
• Proficient in Microsoft Office and clinic software.

Responsibilities

• Open up surgery and ensure day setup for clinicians.
• Booking appointments face-to-face and by phone; signposting.
• Register patients and maintain accurate records.
• Handle enquiries and triage as part of CMP urgent care team.
• Maintain reception areas and monitor room availability.
• Ensure confidentiality and professional conduct at all times.

Skills

Interpersonal communication

Excellent organisation

Attention to detail

Time management

Autonomy

Policy adherence

Data accuracy

Microsoft Office

Education

Good standard of education

Up-to-date mandatory and role-specific training

Tools

EMIS Web

Docman

Clinical software systems

Job description

Must be able to work between 07:45 - 18:30. Own transport to travel between sites is essential.

The CareNavigator is primarily responsible for undertaking a wide range of receptionduties and the provision of general support to the wider multi-professionalteam. A sound professional working relationship willbe required with the GPs and staff working within the Practice. We are expanding the reception team and the rolerequires high levels of organisation and excellent interpersonal skills.

The role includes:

• Greeting and signpostingpatients
• Effective use ofthe appointments system, booking appointments and processing information
• Acting as thecentral point of contact for patients
• Liaising withmulti-professional team members and external agencies such as secondary care
• Familiarity withDocman and EMIS Web clinical software systems

Main duties of the job

The post requiresexcellent communication skills, high levels of organisation and attention todetail as well as the ability to exercise tact, discretion and initiative. The ability to work under pressure and aspart of a team are equally important.

The Practice willsupport continuing education and professional development in the form ofattendance at study days, courses and with in-house training, as deemedappropriate for the benefit of both the individual and the Practice.

About us

Canterbury MedicalPractice's priority is to provide the highest standard of clinical care to the 24,000+ patients registered with the Practice as well as those from other practices whoare seen in our additional clinics. We aim to work collaboratively with otherhealthcare providers and support organisations, to enable more patients to betreated in a primary care setting, closer to home. We embrace a continuousimprovement ethos and strive to ensure that we are available to patients whenthey need a consultation. We have a holistic approach to patient care and astrong training ethos within the practice with a team of medical andnon-medical educators as well as opportunities for non-clinical staff todevelop and progress.

provide high qualityclinical care

act with integrity andcomplete confidentiality

be courteous, approachable,friendly and accommodating

ensure we provide safe andeffective services and environments

to put patient care at thecentre of what we do

to maintain a motivated andskilled workforce

use feedback, monitoringand auditing to continuously improve our services

treat all patients and staff with dignity, respect andhonesty

Job responsibilities

• Open up surgery, switching on clinicians PCs and ensuringeverything is set up for the day
• Ensure building security, have thorough knowledge of doors,windows and alarms
• Keep reception and waiting rooms areas tidy
• Booking appointments face to face and over the phone andsignposting to ensure the patient is booked with the right person, in the rightplace at the right time
• Checking patients in for appointments and directing to appropriatewaiting area
• Receiving and recording requests for home visits, DN visits,telephone consultations and taking messages
• Giving normal test results to patients or chasing up whennecessary
• Access incoming emails via genericinbox , online consultations and web contacts signposting and taking all the appropriateactions
• Work face-to-face as part of the CMP urgent care team currently basedat Ethelbert Road - to ensure triage andadministrative lists are dealt with appropriately
• Completing patient registrations and adding details on to thecomputer when necessary
• Supporting GP Links processes such as preparing notes for sendingoff, filing incoming notes and ensuring filed medical records are accuratelystored
• Process patients change of address, numbers, etc.
• Process prescription requests in accordance with practiceguidelines including filing prescriptions and recording in pharmacy book
• Filing prescriptions and recording in pharmacy book
• Handing completed repeat prescriptions to patients, checking nameand address
• Receiving and recording payments for medicals, insurance reports,etc
• Making sure there is good supply of, and printing when necessary,practice leaflets, new patient questionnaires, change of address forms etc
• Monitoring the clinics and letting patients know when delays andclinicians when late visits, etc added
• Completing DN referrals and emailing to referral centre
• Helping to assist with general enquiries
• Answer incoming calls in a timely manner as per practice protocol
• Check room availability for all clinicians each day and ensurecheck in screen shows any changes
• Be able to cover all care navigator roles as required includingextended hour surgeries
• Have knowledge of and work in accordance with practice policiesand procedures
• Pulling/filing notes as necessary
• Scan and photocopy as required
• Ensure post and clinical forms are correctly filed and waiting forcollection
• Ensuring accurate recording of information using the practiceclinical systems
• Ensuring effective handover of matters outstanding to the incoming receptionists at end of shift
• Make sure post tray is cleared every evening
• Contacting patients on the doctors behalf to arrange follow upappointments, prescription collections, test results etc
• Ordering ambulances as and when required by the clinician
• Chaperone for clinicians
• Greeting visitors and asking them to sign the visitors book,informing appropriate managers/colleagues of their presence and, whennecessary, show or direct them to the appropriate place ensuring passes/fobsare returned on leaving CMP
• Adding patient lists to the practice computer system for visiting consultants/therapists
• Passing on correct contact information when patients enquire aboutnon CMP clinics
• Taking deliveries or directing to relevant department
• Any other duties commensurate with the role

The above list ofduties is not exhaustive and may be subject to change as deemed necessary

Person Specification

General

• Must have own transport to travel between sites

Qualifications

• Good standard of education with good literacy and numeracy skills.
• Up to date with mandatory and role specific training.

Experience

• Good interpersonal and communication skills.
• Highly organised and excellent attention to detail.
• Time management and ability to prioritise workload.
• Knowledge of EMIS Web Clinical System and Docman.
• Ability to extract relevant information from conversations to pass on.
• Ability to work autonomously.
• Ability to follow policy and procedures.
• Accuracy in recording data.
• Good knowledge of Microsoft Office software.

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.