Patient Care Navigator

NHS; London; On-site; Part time

Job summary

A leading healthcare provider in London is seeking a Care Navigator to serve as the first point of contact for patients. This role involves delivering excellent customer service, arranging appointments, and providing information about available services. The successful candidate will work in both a call center and face-to-face settings, ensuring efficient patient management and support for clinical staff.

Qualifications

• Experience of working in a primary care environment.
• Active signposting or Care Navigator training qualification.

Responsibilities

• Process and effectively signpost patients to appropriate healthcare professionals.
• Answer incoming phone calls and process patient requests for appointments.
• Maintain a clean, tidy, effective working area.

Skills

Excellent communication skills

Effective time management

Good interpersonal skills

Education

GCSE level or equivalent

Healthcare qualification (level 2)

Tools

Office

Outlook

Job description

The successful applicant will be the first point of contact when patients either phone or come into one of TLCP sites. They will deliver excellent customer service and arrange appointments for patients with the most appropriate clinician in order to meet the patients wishes. They will give advice to patients about other services and options available to them

This role will be based in the central call centre of TLCP and at the practices sites for face to face services. Applicants will be expected to work in both settings. The sites are situated within the central Lewisham area

Main duties of the job

Main duties of the job

The following are the core responsibilities of the Care Navigator. There may be, on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels:

• Process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition
• Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately
• Process patient requests for appointments
• Process repeat prescription requests
• Initiate contact with and respond to requests from patients, team members and external agencies
• Enter read-code data on Emis Web clinical system
• Photocopy documentation as required
• Data entry of new and temporary registrations and relevant patient information as required
• Input data into the patients healthcare records as necessary
• Direct requests for information, e.g. SAR, insurance/solicitors letters and DVLA forms, to the administrative team
• Manage all queries as necessary in an efficient manner
• Carry out system searches as requested
• Maintain a clean, tidy, effective working area at all times
• Monitor and maintain the reception area and noticeboards
• Support all clinical staff with general tasks as requested

About us

Mission Statement: Each and every patient Matters

TLCP Partnership aims to provide high quality health care in a responsive, supportive, courteous and cost-effective manner. We will:

• Provide a service which puts patient welfare at the heart of all we do
• Work within the framework of NHS Primary Care Services to provide professional medical, nursing and other services which meet the identified needs of patients
• Promote best practice through utilising specialist expertise within the practice team and externally and encouraging the continuous professional development of all members of the practice team
• Nurture a culture which is innovative, forward looking and adaptable
• Take into account the evidence provided by scientific and medical research in our treatment

Job responsibilities

Job title: Care Navigator

Line manager: Hub Supervisor

Accountable to Senior Manager

Hours per week: Max 37.5 hrs part time from 20 hrs

Primary responsibilities

The following are the core responsibilities of the Care Navigator. There may be, on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels:

• Process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition
• Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately
• Process patient requests for appointments
• Process repeat prescription requests
• Initiate contact with and respond to requests from patients, team members and external agencies
• Enter read-code data on Emis Web clinical system
• Photocopy documentation as required
• Data entry of new and temporary registrations and relevant patient information as required
• Input data into the patients healthcare records as necessary
• Direct requests for information, e.g. SAR, insurance/solicitors letters and DVLA forms, to the administrative team
• Manage all queries as necessary in an efficient manner
• Carry out system searches as requested
• Maintain a clean, tidy, effective working area at all times
• Monitor and maintain the reception area and noticeboards
• Support all clinical staff with general tasks as requested
• In addition to the primary responsibilities, the Care Navigator may be requested to:

Secondary responsibilities

In addition to the primary responsibilities, the Care Navigator may be requested to:

• Participate in practice audit as directed by the audit lead
• Scan patient-related documentation and attach scanned documents to patients healthcare records
• Complete opening and closing procedures in accordance with the duty rota
• As required, support Prescription clerk in the management of repeat prescriptions, ensuring that they are processed accurately and efficiently
• Order and monitor stationery supplie

Person Specification

Qualifications

• Educated to GCSE level or equivalent
• Active signposting or Care Navigator training qualification
• Healthcare qualification (level 2) or working towards gaining equivalent level

Experience

• Experience of working in a primary care environment
• Experience of working with the general public
• Experience of working in a healthcare setting

Skill

• Excellent communication skills (written and oral)
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (planning & organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Ability to follow clinical policy and procedure

£12.21 to £12.48 an hourDepending on experience