Care Navigator (Medical Receptionist)

NHS Jobs; Blackburn; Sur place; GBP 21 000 - 26 000; Temps partiel

Résumé du poste

NHS Jobs is seeking a part-time Care Navigator to act as the focal point of high-quality communication between patients, clinicians and outside organisations. The role is based primarily at Lambeth Street Surgery with rotations to the Connect Hub at Shadsworth Surgery as part of a new model of care navigation and triage.

The post involves greeting patients, managing appointments, handling queries, and supporting clinical triage workflows under supervision.

Responsabilités

• Greet patients in person and by telephone, dealing with all queries, concerns and appointment requests respectfully and confidentially
• Offer appropriate appointment using EMIS Web, signposting to other professionals or services where necessary
• Handle prescription queries, home visit requests and results following protocols with care and urgency
• Provide information about available services, including new patients registrations
• Manage potentially distressing or difficult conversations with compassion
• Respond to emergencies and arrange ambulances when required
• Deal with patient complaints and feedback, escalating appropriately
• Use active listening and structured questioning to understand a patient's needs and navigate them to the most appropriate service, clinician or resource
• Rotate to the Connect hub at Shadsworth Surgery as part of the team rota, supporting clinical triage workflows under the supervision of clinicians
• Manage and prioritise incoming telephone and online requests (including Patchs) using agreed clinical and non-clinical pathways
• Contribute to the ongoing development of the Connect Hub as a new model of general practice
• Maintain accurate records, update patient details and handle all documents confidentially
• Monitor appointments availability, repeat prescription and documents for clinics
• Mange scanning, coding, filing and shredding of documents
• Ensure the surgery is open, tidy and prepared daily
• Support administrative functions such as mail, stationery orders and GP Tasks
• Provide a link between patients, primary care, secondary care and allied services
• Work with colleagues to ensure smooth handovers and continuity of care
• Contact patients by letter, or telephone when required
• Liaise with GPs, nurses, pharmacists and the wider team so patients received joined-up care
• Complete all mandatory training, including Basic Life Support, Fire Safety, Safeguarding and Information Governance
• Support the induction of new staff and take part in annual appraisal
• Uphold patient confidentiality and data protection (GDPR and Caldicott principles) at all times
• Follow practice policies, including health and safety, infection control and the Chaperone policy
• Act in accordance with the practice's Christian values and Equal Opportunity policy, treating everyone with dignity and respect

Description du poste

Please see the attached job description and person specification for full details. This role is the focal point of high-quality communication between patients, clinicians and outside organisations, helping ensure services are delivered safely, efficiently and compassionately. This is a part-time post of 30 hours per week. The post holder will be primarily at Lambeth Street Surgery and like all members of the care navigator team, will be rotate to the Connect Hub at Shadsworth Surgery as part of the Practice's new model of care navigation and triage. The Connect Hub deals predominantly with remote contacts (telephone and online). Flexibility is key, as the post may occasionally require support outside of regular hours to provide cover.

Patient Contact

• Greet patients in person and by telephone, dealing with all queries, concerns and appointment requests respectfully and confidentially
• Offer appropriate appointment using EMIS Web, signposting to other professionals or services where necessary
• Handle prescription queries, home visit request and results following protocols with care and urgency
• Provide information about available services, including new patients registrations
• Manage potentially distressing or difficult conversations with compassion
• Respond to emergencies and arrange ambulances when required
• Deal with patient complaints and feedback, escalating appropriately

Care Navigation and Connect Hub

• Use active listening and structured questioning to understand a patient's needs and navigate them to the most appropriate service, clinician or resource
• Rotate to the Connect hub at Shadsworth Surgery as part of the team rota, supporting clinical triage workflows under the supervision of clinicians
• Manage and prioritise incoming telephone and online requests (including Patchs) using agreed clinical and non-clinical pathways
• Contribute to the ongoing development of the Connect Hub as a new model of general practice

Administration

• Maintain accurate records, update patient details and handle all documents confidentially
• Monitor appointments availability, repeat prescription and documents for clinics
• Mange scanning, coding, filing and shredding of documents
• Ensure the surgery is open, tidy and prepared daily
• Support administrative functions such as mail, stationery orders and GP Tasks

Communication

• Provide a link between patients, primary care, secondary care and allied services
• Work with colleagues to ensure smooth handovers and continuity of care
• Contact patients by letter, or telephone when required
• Liaise with GPs, nurses, pharmacists and the wider team so patients received joined-up care

Training and Development

• Complete all mandatory training, including Basic Life Support, Fire Safety, Safeguarding and Information Governance
• Support the induction of new staff and take part in annual appraisal

Professional Responsibilities

• Uphold patient confidentiality and data protection (GDPR and Caldicott principles) at all times
• Follow practice policies, including health and safety, infection control and the Chaperone policy
• Act in accordance with the practice's Christian values and Equal Opportunity policy, treating everyone with dignity and respect