The purpose of the role is to:
· To support the practice clinical team by signposting patients to the appropriate healthcare professional or service, working as part of the practice’s multidisciplinary team.
· The care navigator will also be expected to undertake reception duties as part of the role (at least one Reception shift), supporting the administrative team in delivering a polite and professional service to the entitled patient population.
Duties and responsibilities:
The duties and responsibilities to be undertaken by members of the Practice Navigation team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Line Manager/Practice Manager, dependent on current and evolving practice workload and staffing levels:
· Process and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition
· Process patient requests for appointments
· Initiate contact with and respond to requests from patients, team members and external agencies
· Enter read/SNOMED CT code data on EMIS
· Input data into the patients’ healthcare records as necessary
· Direct requests for information, e.g., SAR, insurance/solicitors’ letters and DVLA forms and any other admin queries to the administrative team
· Direct requests for medication to the prescription’s team
· Manage all queries as necessary in an efficient manner
· Support all clinical staff with general tasks as requested
· Undertake all mandatory training and induction programmes
· Contribute to public health campaigns (e.g., flu clinics) through advice or direct care
· Maintain a clean, tidy, effective working area at all times
· Cover Reception duties when required
Personal Attributes:
· A mature empathic nature
· Professionalism and tactfulness
· A friendly ‘can do’ attitude
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 implement and lead on the full range of promotion and management of their own and others’ health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include (but will not be limited to):
- Using personal security systems within the workplace according to practice guidelines
- Keeping own work areas and general/patient areas generally clean, identifying issues and hazards/risks in relation to other work areas.
- Routine management of own team/team areas, and maintenance of work space standards
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 recognises 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 that 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.
- 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
- Recognise people’s needs for alternative methods of communication and respond accordingly
Contribution to the implementation of services:
The post-holder will:
- Apply practice policies, standards and guidance
- Discuss with other members of the team how the policies, standards and guidelines will affect own work
- Participate in audit where appropriate
Pay: £12.71 per hour
Benefits:
- Free parking
- On-site parking
Work Location: In person
