Patient Care Navigator

NHS; Harrogate; On-site; GBP 60,000 - 80,000; Part time

Job summary

A leading healthcare organization is seeking a Care Navigator in Harrogate. In this role, you'll provide exceptional service to patients, guiding them to the right care options. Responsibilities include managing patient appointments, processing prescriptions, and maintaining confidential records. The ideal candidate will have excellent communication skills, adaptability, and a good standard of education such as GCSEs in Maths and English. This position offers a competitive hourly rate and benefits including NHS Pension and annual leave.

Benefits

NHS Pension

Health Scheme

Voucher scheme

5 weeks annual leave plus bank holidays

Qualifications

• Good standard of education, with GCSE Maths and English at level 4 or equivalent.
• Approachable, flexible, and adaptable to change.
• Trustworthy, reliable, and able to maintain confidentiality.

Responsibilities

• Welcome patients and respond positively to their needs.
• Navigate patients to appropriate services and support them.
• Manage appointments for vulnerable patients, ensuring timely care.

Skills

Excellent literacy and numeracy skills

Good communication skills

Flexibility

Ability to deal with distressing situations

Education

GCSE Maths and English at level 4 or equivalent

Tools

SystmOne

AccuRx

Job description

We are looking for an enthusiastic and highly motivated individual to join our friendly, high achieving practice in central Harrogate working with us to navigate our patients to the most appropriate source of patient care within the Spa Surgery clinical team and its supporting healthcare colleagues.

We care for individuals across a wide range of settings including specialist homes for people with learning disabilities and long-term mental health conditions, nursing and residential homes. We are local leaders in the care of homeless people, providing a healthcare service to Springboard, a local day centre for homeless people. We work in a supportive environment with daily huddles each morning.

As a Care Navigator you will provide outstanding service to our patients. You will be the first point of contact for our patients navigating them to the most appropriate delivery of care for their needs.

This is a role focusing on excellent service, accuracy and consistency. The post holder will need to be confident in working with IT systems and requires the ability to offer a positive and problem‑solving approach.

Job responsibilities

• To have a thorough knowledge of all practice procedures pertaining to the navigation of the care options available to patients.

Main duties of the job

• Welcoming patients presenting either in person or by telephone; ensuring you respond promptly and positively.
• Supporting patients in navigating to the most appropriate service, which may include informing patients of external health care providers and online services.
• Identify and manage appointments for defined cohorts of patients who are vulnerable, higher risk or that may have long-term conditions e.g. those with Learning Disabilities, Dementia, Mental Health issues.
• Having a working knowledge of telephone system
• Distributing letters and clinical tasks in a timely manner.
• Ensuring reception tasks are prioritised appropriately in line with the direction of the Supervising Care Navigator.
• Ensuring any repeat prescriptions, patient correspondence or sick notes are handed to the patient or nominated person following a clear check of name, address, and consent.
• Handling samples according to Practice protocols to ensure that they are correctly logged and placed for collection
• Handling confidential information in accordance with local and wider GDPR policy, ensuring patient records are accessed appropriately and information sharing is strictly managed according to Caldicott principles
• Processing repeat prescription requests in accordance with Practice procedures and under the training and supervision of the Pharmacy team.

Care Navigation

• Welcoming patients presenting either in person or by telephone; ensuring you respond promptly and positively.
• Supporting patients in navigating to the most appropriate service, which may include informing patients of external health care providers and online services.
• Identify and manage appointments for defined cohorts of patients who are vulnerable, higher risk or that may have long-term conditions e.g. those with Learning Disabilities, Dementia, Mental Health issues.
• Effectively handling all queries that present at the practice; problem solving, signposting and escalation of matters, as appropriate.
• Having a working knowledge of telephone system
• Ensuring patients are informed about staff who may be training, obtaining consent for them to be present during the consultation.
• Distributing letters and clinical tasks in a timely manner.
• Ensuring reception tasks are prioritised appropriately in line with the direction of the Supervising Care Navigator.
• Ensuring any repeat prescriptions, patient correspondence or sick notes are handed to the patient or nominated person following a clear check of name, address, and consent.
• Handling samples according to Practice protocols to ensure that they are correctly logged and placed for collection

Administration

• Handling confidential information in accordance with local and wider GDPR policy, ensuring patient records are accessed appropriately and information sharing is strictly managed according to Caldicott principles
• Managing incoming mail and email appropriately and in a timely manner
• Processing patient change of address and contact details accurately and with consideration of any potential safeguarding concerns or Practice boundaries.
• Monitoring Outlook accounts for patient administration duties, directing email to the relevant party.
• Under the direction of the Administration Manager, assisting in any other duties required to address workload in patient administration

Prescriptions

• Processing repeat prescription requests in accordance with Practice procedures and under the training and supervision of the Pharmacy team.
• Managing the daily load of electronic repeat prescriptions and paper prescription requests, referring to the Pharmacy Team when appropriate.
• Addressing other requests or requirements for prescription issue or medication, liaising with the Pharmacy team as appropriate.

Professional Development

• Completing statutory and mandatory training as directed by the Supervising Care Navigator.
• Undertake continual personal and professional development, taking an active part in reviewing and developing the role and responsibilities.
• Adhere to Organisational policies and procedures, including confidentiality, safeguarding, information governance and health and safety.
• Review progress regularly and develop clear plans to achieve results within priorities set by others.
• Attending training and updates as requested.
• Actively participating in Practice PLT sessions.

About us

The Spa Surgery is a busy GP surgery in Harrogate, serving over 14 thousand patients.

Benefits of working within The Spa Surgery Team: NHS Pension, BHSF Health Scheme, Voucher scheme and five weeks annual leave plus statutory bank holidays (pro rata).

Person Specification

Qualifications

• Good Standard of education with excellent literacy and numeracy skills
• GCSE Maths and English at level 4 or equivalent
• Approachable
• Flexible and adaptable
• Trustworthy and reliable
• Confident, assertive and resilient
• Flexibility to work outside of core office hours
• To maintain confidentiality at all times
• Working in a healthcare setting
• Use of SystmOne, AccuRx
• Ability to deal with distressing or emotional events
• Full UK Driving Licence

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.

Business Information & Administration Manager

£12.46 an hourIncreasing upon completion of 6 months probation to £12.80