Job title – Patient Care Navigator
Reports to – Reception Team Leader
Accountable to – Practice Manager and Partners
Job Responsibilities
Summary:
To provide a caring and efficient service to support our patients to signpost patients to sources of help, advocacy and support, and to help people play an active role in managing their own health.
- Deal with all general enquiries, explain procedures and make new and follow-up appointments.
- Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
- Explain practice arrangements and formal requirements to new patients and ensure procedures are completed.
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
- Processing repeat prescriptions in accordance with practice guidelines
- Advise patients of relevant charges for private services, accept payment and issue receipts for same in accordance with the Practice Policies.
- To work flexibly to meet the needs of the service, including covering for colleagues.
- To record and report any patient concerns, complaints or incidents of abuse in line with the Practice Policy.
- Processing and distributing incoming and outgoing mail in line with practice procedures. Checking patient details i.e. address, DOB and telephone number whether on the telephone or face to face.
- Ensure that all new patients are registered onto the computer system promptly and accurately
- To provide support to clinical staff as a chaperone where appropriate and in line with the Practice Policy
- Prioritising Workflow tasks on the clinical system and to act on practice notes in a timely and diligent manner.
- Assisting with the onward management of patients as required, eg referrals
- Providing administrative support to clinicians and Management within the organisation
- To liaise with the Office Manager and/or Practice Manager when required and follow instructions from them when necessary.
- To act as receptionist to a named GP or nursing team.
- To undertake any other duties as deemed appropriate by the Practice.
- Patient Care Navigators may also be responsible for first aid, and health and safety.
PHYSICAL, MENTAL, EMOTIONAL AND ENVIRONMENTAL DEMANDS OF THE JOB
1.
The post-holder is required to have keen hand/eye co-ordination to undertake his/her primary task.
2.
The post holder is required to be methodical and work to a structure, seeing problems through to their satisfactory conclusion.
3.
The post-holder is required to work in a well-organised and professional manner to meet the demands of the work, maintaining concentration and accuracy.
4.
The post-holder is often required to work independently of others and to be self-determined.
5.
The post holder is required to communicate effectively and possess an aptitude for dealing with potentially difficult or demanding situations.
decisions & judgements
The post-holder is required to use her/his own initiative when dealing with problems and to make any reasonable and necessary decisions on events as they occur, including:
- Establishing and maintaining effective lines of communication with the GPs and Practice Manager.
- Communicating clearly and effectively with staff to aid the smooth running of the Practice.
- Responding to requests or queries for support as they arise in an appropriate and
- timely manner
- Prioritising workload and requests for support.
- Making the most effective use of resources available.
- Using judgement and experience in helping to determine the relevant urgency of or requests for information received from patients and other external organisations.
Most challenging part of the job
1.
Managing the many conflicting priorities that the post requires
2.
Ensuring clear protocols for the prioritisation of work.
3.
Providing and maintaining a professional and effective dialogue with patients.
communication and relationships
1.
Internally with the GPs, Practice Manager and colleagues to help ensure that practice aims and objectives are met.
2.
Internally and externally with colleagues, healthcare professionals and others within the Primary and Secondary Care sectors with regard to the needs of the Practice and the needs of patients registered at the Practice.
3.
Externally with patients registered at the Practice.
job description agreement
A separate job description will need to be signed off by each jobholder to whom the job description applies.
Job Holder’s Signature:
Date:
Practice Manager’s Signature:
Date:
Confidentiality:
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health & Safety Policy, to include:
- Using personal security systems within the workplace according to practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Reporting potential risks identified.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality:
The post-holder will strive to maintain quality within the practice, and will:
- Alert other team members to issues of quality and risk
- Assess own performance and take accountability for own actions, either directly or under supervision
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
- Work effectively with individuals in other agencies to meet patients needs
- Effectively manage own time, workload and resources.
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognize people’s needs for alternative methods of communication and respond accordingly.
Job Types: Part-time, Permanent
Pay: £12.71 per hour
Benefits:
- Company pension
- On-site parking
- Sick pay
Experience:
- Customer service: 1 year (required)
- GP surgery: 1 year (preferred)
Work Location: In person
