Care Navigator (Patient Services Team) 36 hours

Care Navigator (Patient Services Team) 36 hours

An opportunity has arisen for a Care Navigator to join our fantastic team at Marsden Medical Group.

If you thrive on helping people, are highly organised, motivated, comfortable with technology, have strong customer service skills and the desire to assist patients in accessing the services they need, this is the role for you.

The role is 36hrs.

The Practice sites are open:

1. 8 - 8 Monday, Tuesday, Thursday
2. 8 - 6 Tuesday and Thursday
3. 9 - 1 Saturday

Main duties of the job

The role of Care Navigator at the Practice encompasses a range of patient-facing and admin duties. This includes answering all incoming phone calls to the practice and queries at the front desks, making phone calls and sending text messages/emails/letters, and completing all other admin duties required to provide our patients with the best care possible.

The working hours are over 7 days (majority of hours currently Monday to Friday) which includes evenings and Saturdays on a rota basis plus annual leave cover for other team members. General computer skills are essential, experience of Emis Web would be an advantage. Successful candidates who have been selected for interview will be contacted by e-mail within 10 working days of the closing date for applications. If you have not heard by this time unfortunately you have been unsuccessful.

About us

Our team comprises of Partners, salaried GPs, Nurses, HCAs, SNA's, NA's Registrar's and an F2 GP who look after over 22800 patients, many of which have been with us across generations over two sites.

A teaching, training and research practice striving to grow and develop the next generation of clinicians.

All of our clinical staff are supported by a well-established management and admin team comprising of over 40 staff of differing roles. All the team get together in our staff room for coffee, food and a catch up every day, it offers a supportive environment to bounce ideas around and get to know one another!

If you bake cake it's a winner - we all love cake!

Job responsibilities

The Care Navigator plays a key role as a member of the Patient Services team in providing efficient, helpful and sympathetic care to Practice patients, developing skills in equating Practice protocol with patients demands. Through sensible use of initiative, flexible approach, and working to consistent high standards of accuracy, he/she will provide valuable help and support to the Partners and all colleagues in the Primary Health Care team. You will be expected to manage, plan, and prioritise tasks efficiently and effectively to achieve and maintain a high standard of patient care.

The Post holder will show absolute respect and regard to confidentiality of patient information at all times.

In addition to this, it is essential that:

1. Enquiries from patients are efficiently and courteously handled.
2. Distribution of documents is undertaken efficiently and promptly.
3. That the surgery premises are kept tidy.

Dimensions

Marsden Road Health Centre and Wawn Street Surgery are training practices operating from purpose-built buildings.

Messaging/Telephone

To receive and accurately and appropriately pass on messages via all mediums (including, but not restricted to, telephone, paper, in person, and electronic) while acting in an efficient and helpful manner and according to protocol.

Reception General

• Attend to queries in a helpful and efficient manner.
• Arrive patients using the computer systems or help them to self check-in.
• Ensure waiting patients are kept informed of doctors running late.
• Handling small amounts of cash for private services.
• Receive deliveries appropriately (i.e. vaccines to go in fridges).

Request for Home Visits

Request for home visits to be received and dealt with in accordance with procedure.

Signposting

Undertake informed choice conversations with patients to enable them to get help from the correct professional or service in a timely manner. Use tools made available to facilitate and continually develop/improve this process.

Prescriptions

Distribution of acute prescriptions for GPs signing in accordance with procedure.

Scanning

Accurately scanning patient information (i.e. letters, results, etc.) onto computer in accordance with procedure.

Giving results to patients when they ring the surgery following the code of confidentiality at all times.

General

Clerical work as delegated also to include ensuring post taken to post office daily.

Chaperoning

Providing chaperone service to GP as and when required, in accordance with procedure.

Records

Patient records to be made up for all new patients joining the list. Record storage admin for offsite record deposit/retrieval.

Computer

General use of computer facilities as directed in various aspects of reception/records work.

Stock Control

Responsibility for maintaining levels of stock as delegated.

Initial point of contact for complaints

Discuss patient concerns and try to find a satisfactory solution to straightforward queries with the patient. Escalation as per practice protocol when appropriate and then Practice Management team.

Building Security

Opening and closing up of the building on some occasions.

Working alone for short periods.

A team leader is available during this time, contactable by telephone.

Ongoing concern for welfare of patients and security of premises. Maintenance of all the areas of Practice and equipment in tidy and presentable order at all times, as per the Health and Safety Guidelines.

Additional Requirements

• Maintaining and adhering to Practice Health and Safety policies.
• Agreement to take up necessary training as required.
• Occasional overtime if required.
• Wearing of a practice uniform.
• Any other reasonable duties as directed by the Practice Management or Patient services leader within the scope of this post.
• Liaison with outside agencies, e.g. Hospitals, Nursing Homes, Chemists, etc.

Knowledge Skills, Training and Experience

After a period of induction, you will receive support and ongoing on-the-job training supported by procedures and protocols on all areas of the job required of you. However, you will be expected to attend Mandatory training in the form of Confidentiality, Health & Safety, Fire, and CPR.

Theoretical and practical knowledge:

• Pleasant, helpful and effective telephone manner.
• Competence in written and spoken English.
• Competent in the use of office equipment i.e. photocopier.

Professional or Specialists Knowledge:

• Knowledge of EMIS clinical system.

Analytical:

• Judgments involving facts or situations i.e. prescription/results queries.
• Receiving and issuing prescription requests.
• Exercise judgment when dealing with patient inquiries; analyze and resolve patient problems i.e. ambulance bookings, hospital queries.

Planning and Organisational:

You will be required to organize your own day-to-day tasks or activities referring to your Team Leader when necessary.

• Ensure practice standards/deadlines are met i.e. repeat prescriptions, scanning, etc.

Communication & Relationship Skills:

You will be expected to provide and receive routine information which may require a certain amount of tact or persuasive skills. For example, making and rearranging appointments and giving out appropriate information to patients regarding clinics and surgeries. You will come into contact with many patients with problems i.e. elderly, hard of hearing, mentally ill and you will be expected to deal with each patient with sensitivity, tact, understanding, empathy, and reassurance.

WORKING RELATIONSHIPS

• Practice Management and senior team.
• Other members of patient services/clinical coding/secretarial team.
• Members of Practice/Community nursing team.
• Other members of the Primary Health Care Team.
• Outside agencies.

Key Result Areas

You will be expected to provide general non-clinical advice, information, guidance, or ancillary services directly to patients, relatives, or carers working within practice policy and procedures. This will be done either face to face or by telephone. Area of information you will be giving out:

• Taking and relaying messages, etc.
• Advice to patients about surgery times and availability.

Policy and Service Development:

There are policies and procedures covering all aspects of your job, you are expected to follow these effectively and efficiently taking on board any changes as they are reviewed by your Practice management team or Team Leader.

Financial and Physical Resources

You will be expected to observe a personal duty of care with equipment under your direct control.

Human Resources

• Demonstrate own activities to less experienced employees.
• Demonstrate activities to new starters.

Information Resources

This post involves data entry onto the clinical system which may include entering home visits. This should be done accurately and with care following the practice procedures at all times.

Research and Development

None in this post.

Freedom to Act

This post requires that you work within clearly defined policies and procedures with close supervision of the Team Leader when necessary. However, some initiative will be necessary when dealing with repeat prescriptions or pathology following guidance from practice protocols.

Effort and Environment

Physical

There is little physical effort required in this post. This will entail a small amount of walking, standing, sitting. However, there is a certain degree of computer work which demands good keyboard skills.

Mental

A certain amount of concentration will be required when dealing with patient queries to understand what the problem/query is and how this can be resolved. Certain tasks will also need concentration especially transferring of patient notes, repeat prescriptions, and giving out results.

Emotional

Occasional exposure to distressed or emotional circumstances:

• Distressed patients.
• Bereaved relatives.
• Telephone calls from distressed patients.

Working Conditions

There is a staff room and kitchen where staff have their breaks. Work stations are adequate and clean. However, there may be occasional exposure to unpleasant conditions:

• Exposure to hazards.
• Verbal aggression from patients.
• PC use.

Person Specification

Qualifications

• Customer Service Qualification.

Experience

• Customer service experience for at least 12 months.
• Experience of working in a fast-paced environment, managing priorities.
• Experience of working with the public face to face and over the phone.
• Experience of working as part of a multi-disciplinary team.
• Knowledge of EMIS web.

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.

£24,169 a year. The above pay is Pro rata to WTE.