Care Navigator
Job overview:
(Note: In addition to these functions employees are required to carry out such duties as may reasonably be required)
* Welcome patients and visitors to the practice
* Assist patients on the phone, electronically and in person
* Help to maintain the safety and comfort of patients
* Maintain accurate records of appointments, financial transactions and other administrative duties
* Assist the Immediate Triage Clinician
* Taking payments from patients for insurance reports and private medicals
* Keep patient records accurate and up to date
* Maintain skills and undertake such training and development as may from time-to- time be required to maintain personal competency
* Participate in all activities required by CQC registration
* Opening and closing premises
* Opening post and distributing Doctors mail
* Dealing with queries from hospitals, community providers in relation to referrals and patient care
Location: Highcroft Surgery, but you may be asked to travel for meetings and training or provide cover for another practice or Primary Care Network at such notice.
Working hours: Hours of work will be detailed in your contract of employment.
Responsibilities and duties of the job
Role specific duties:
* Greet patients in person, working to put them at ease and giving any explanations within your competency
* Signpost patients to the correct service to ensure that they receive the right care first time
* Make and change appointments as required
* Work with the practice information recording systems and computer systems in maintaining clinical records
* Handle payments to the practice by cash, card, cheque and bank transfer ensuring accurate records are maintained
* Report all significant events, including ‘near misses’ for inclusion in the Practice Risk Register
* Practice the highest standards of confidentiality when dealing with all aspects of patient information
* Participate in activities required to assess compliance with CQC Fundamental Standards
* Participate in the maintenance of the complaints system at Highcroft Surgery and in resolving complaints to improve service
* Use all equipment in accordance with published instructions and guidelines
* Report any faults or safety worries with equipment and premises
* Open and distribute Highcroft Surgery post both on paper and electronically
* Process repeat prescription requests
* Assisting patients with registrations and processing the paperwork
* Completing all patient information in electronic and/or paper records
* Maintain patient electronic medical records
* Accessing relevant patient information when required
* Daily preparation and close down of consulting rooms
* Ensure consulting rooms are stocked with the necessary equipment, information and forms to enable clinics to proceed without interruption. Ensure door signs are in place for clinicians/clinics
* Maintain and encourage adequate security measures, ensuring all consulting rooms are locked when not in use
* Maintain the Health and Safety of all staff, patients and visitors
* Participate in regular reviews of personal development plans
* Undergo further training as required by Highcroft Surgery
The post holder will, if required to do so, obtain, process and/or use information in line with the GDPR requirements:
* To maintain information notice board in line with national/local health promotion campaigns
* To attend relevant meetings as required
* To immediately report any safeguarding or compliance concerns
Working with others:
* Develop and maintain effective working relationships with all other employees and contractors at Highcroft Surgery
* Use email and other recognised methods and processes to communicate with patients and other agencies ensuring this is always done while following the policies and procedures of Highcroft Surgery such as maintaining patient confidentiality
* Effectively liaising with other clinicians including Health Visitors, District Nurses, Midwives, Counsellors, etc. as required
* Co-operate in maintaining a staffing rota to provide adequate levels of resources
* Work with other employees to ensure a seamless journey for patients through different aspects of their care
* Assist management to maintain regulatory compliance
* Co-operate in the effective resolution of team conflicts
* Attend practice meetings as required
* To act as a chaperone as requested by clinicians (if DBS checked and trained)
* To function as an integral part of the team at Highcroft Surgery
* Inform the Practice Manager/Operations Manager/Reception Supervisor of any reported or suspected failings in the provision of care within Highcroft Surgery
Leading by example:
* Promote and implement all the practice policies and procedures
* Participate in developing the philosophy, goals and objectives for patient health care provided by Highcroft Surgery
* To participate in the induction programme of new staff joining Highcroft Surgery
* Participate in patient audits
* Ensure that patients’ rights are protected
Personal responsibilities:
* To have knowledge of and act at all times within the boundaries of Health and Safety legislation, Data Protection Act and Care Quality Commission compliance requirements
* Provide information for a DBS check, and inform the practice of any incident that may change the DBS status
* Be responsible for your own Health & Safety
* Work within your personal competence
* Promote and participate in a high standard of care within Highcroft Surgery
* Participate in taking care of your own Health & Safety. Ensure that you do not do anything to compromise the health and safety of either your colleagues or yourself
* Give agreed notice of periods of absence and leave
* Keep to the dress code required by the practice, both in terms of any uniform and personal appearance
* Ensure that patients’ rights are protected
Essential skills:
* Good understanding of Information Technology
* Use of Excel, Word and office applications
* English Language, both spoken and written
* Maintaining accurate records and databases
* Good communication skills, in person, on the phone and in writing
* A flexible approach and an ability to demonstrate empathy
* Working as part of a team and be flexible to cover shifts at short notice
* Customer/client/patient facing rolls
* Prioritisation of tasks
* Working in a pressured environment with an ability to effectively resolve concerns, issues and challenging situations
Desirable skills:
* A good standard of general education including English and Maths at GCSE C or above (or equivalent)
* Relevant experience within a GP practice
* Understanding the role of the CQC
Value-based personal qualities:
Working together:
* Involve patients, family, external agencies and colleagues
* Speak up when things go wrong
Respect and dignity:
* Understand person-centred care and can demonstrate treating people as individuals and respecting choices
Everybody counts:
* Ensuring no one is discriminated against or excluded
* Understand human rights and impact on care delivery
* Facilitating people to ‘speak up’ about concerns and acting upon them
Commitment to quality of care:
* Striving for quality in everything we do; recognising and understanding what quality at Highcroft Surgery means for our patients
* Being accepting about criticism and focusing on improvement
* Being open to new opportunities for learning and identifying the limits of skills and knowledge
Compassion:
* Treating people with kindness
* Understanding the importance of empathy in all areas of employment
* Understanding the values of others and always providing a caring service
Improving lives:
* Focus on how things could be done better and sharing ideas
* Understanding of wellbeing and what is important to patients of Highcroft Surgery
* Improving outcomes for patients
* Ensuring appropriate services are provided for patients
Job Type: Permanent
Pay: £22,000.00-£23,000.00 per year
Work Location: In person
