Care Navigator

Larwood Health Partnership; Woodsetts; On-site; GBP 60,000 - 80,000; Full time

Job summary

A local GP practice in England is seeking a Care Navigator to join their team permanently. The role requires at least 2 years of customer service experience in a busy environment. Responsibilities include providing a reception service, handling incoming calls, and navigating patients to the appropriate services. Candidates must have strong communication skills, IT skills, and the ability to work under pressure. The position offers a pay rate of £12.31 to £12.80 per hour, depending on experience.

Qualifications

• 2 years experience in a customer service-based role or busy office environment.
• Experience of reception work.
• Experience in General Practice preferred.

Responsibilities

• Provide reception service for all patients and visitors.
• Handle incoming telephone calls ensuring correct routing.
• Navigate patients to the right clinician or service.
• Provide appropriate advice in emergencies.
• Record relevant information in patient healthcare records.

Skills

Good IT Skills

Clear, polite telephone manner

Interpersonal skills

Confidentiality

Knowledge of SystmOne IT system

Education

Good standard of general education (5 or more GCSEs at grade 4 or above)

GCSE Maths grade 4 (C) or above or equivalent

GCSE English grade 4 (C) or above

Job description

Due to internal promotion, we are nowlooking to recruit Care Navigators to join our team on apermanent basis.

You will need to have at least 2 years experience in a customer service-based role and/or working as part of a team within a very busy and, at times pressurised, office environment.

Initiative, empathy, good written and verbal communication skills, resilience, confidentiality and common sense are essential as you will be dealing with sensitive confidential information on a daily basis.

Main duties of the job

• To provide a reception service for all patients and visitors reporting to the reception desk including appointment bookings, prescription requests and other queries such as explaining practice protocols where relevant e.g., home visit protocol.
• To receive and deal with incoming telephone calls into the Practice ensuring that patients are dealt with by the right person, in the right way at the right time.
• To be aware of the different services available to patients and ensure patients are being navigated to the right clinician or service, which may be face-to-face, over the telephone or using on-line systems following the processes set down in Practice protocols. To ensure that all communication with patients using all media is done safely, securely, and accurately.
• To give appropriate advice in cases of emergencies by following protocols e.g., chest pain protocol.
• To undertake relevant administration processes

About us

Larwood Health Partnership is a GP Practice based over 4 sites, serving a patient population of 35,000. We believe in delivering a first-class service to our patients and are rated as Outstanding by CQC. Our patient list size continues to grow and as a result we are looking for a conscientious individual to complement our team of expert Care Navigators/Clinical Administrators. The Practice is open from 08:00 am to 08:00 pm Monday to Friday and 09:00-17:00 on a Saturday.

Job responsibilities

• Toprovide a reception service for all patients and visitors reporting to thereception desk including appointment bookings, prescription requests and otherqueries such as explaining practice protocols where relevant e.g., home visitprotocol.
• Toreceive and deal with incoming telephone calls into the Practice ensuring thatpatients are dealt with by the right person, in the right way at the right time.
• Tobe aware of the different services available to patients and ensure patientsare being navigated to the right clinician or service, which may beface-to-face, over the telephone or using on-line systems following theprocesses set down in Practice protocols. To ensure that all communication withpatients using all media is done safely, securely, and accurately.
• Togive appropriate advice in cases of emergencies by following protocols e.g.,chest pain protocol.
• To obtain all relevant information from serviceusers, using the demographic protocol (name, date of birth, address) and inputinformation into the patients healthcare records as necessary, in order to aidclinicians.
• Torecord relevant information on the appointment system e.g., the reason forthe appointment, the reason for the home visit request, the reason why thepatient needs more medication etc.
• To process any documentation and tasks inaccordance with current protocols, ensuring any clinical tasks and messages arefollowed up as requested by other members of the team.
• Todiscuss electronic services with patients and enroll them onto the appropriatesystems.
• To print out patient reports e.g., home visitreports and ensure that all clinical/non-clinical correspondence has beendistributed to Practice members.
• To issue repeat prescriptions once trained, viaall platforms.
• Tochaperone clinicians when required to do so, following all protocols for appropriate documentation. Chaperones will be provided with appropriate training, and DBS clearance will be requested.
• Torespond to patients in emergencies, including assisting with CPR if required,reacting to activated panic alarms in accordance with practice protocols.
• To liaise with the clinical/admin safeguardingleads for all safeguarding queries including looked after children, thinkfamily, reporting and actioning any tasks.
• Todeal with informal complaints wherever possible.
• Toshare knowledge and have input in the development of office protocols andchanges to processes.
• Toensure any external visitors to the practice sign in and out.
• Toundertake general administrative duties including photocopying, franking.
• Tosecure and lock up the premises, where trained, following Practice protocols.

Qualifications

• Good standard of general education (5 or more GCSE grade 4 (C) or above)
• GCSE Maths grade 4 (C) or above or equivalent
• GCSE English grade 4 (C) or above

Experience

• 2 years experience of working in customer service based role and/or working as part of a team within a very busy and, at times pressurised, office environment
• 2 years of reception work
• Experience of working within General Practice

Skills

• IT Skills
• Clear, polite, telephone manner
• Interpersonal skills
• Confidential
• Knowledge of SystmOne IT system

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.

£12.31 to £12.80 an hour£12.80 after successful probationary period