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SalaryThe Care Navigator plays a key role as a member of the Patient Services team in providing efficient, helpful and sympathetic care to Practice patients, developing skills in equating Practice protocol with patients demands. Through sensible use of initiative, flexible approach and working to consistent high standards of accuracy, he/she will provide valuable help and support to the Partners and all colleagues in the Primary Health Care team. You will be expected to manage, plan and prioritise tasks efficiently and effectively to achieve and maintain a high standard of patient care. The Post holder will show absolute respect and regard to confidentiality of patient information at all times. In addition to this, it is essential that: 1) Enquiries from patients are efficiently and courteously handled. 2) Distribution of documents is undertaken efficiently and promptly 3) That the surgery premises are kept tidy. Dimensions Marsden Road Health Centre and Wawn Street Surgery are training practices operating from a purpose built buildings Prime Responsibilities Messaging/Telephone To receive and accurately and appropriately pass on messages via all mediums (including, but not restricted to, telephone, paper, in person and electronic) while acting in an efficient and helpful manner and according to protocol. Reception General Attend to queries in a helpful and efficient manner. Arrive patients using the computer systems or help them to self check-in. Ensure waiting patients are kept informed of doctors running late. Handling small amounts of cash for private services. Receive deliveries appropriately (i.e. vaccines to go in fridges). Request for Home Visits Request for home visits to be received and dealt with in accordance with procedure Signposting Undertake informed choice conversations with patients to enable then to get help from the correct professional or service in a timely manner. Use tools made available to facilitate and continually develop/improve this process Prescriptions Distribution of acute prescriptions for GPs signing. - in accordance with procedure. Scanning Accurately scanning patient information (i.e. letters, results etc.) onto computer in accordance with procedure. Lab Results Giving results to patients when they ring the surgery following the code of confidentiality at all times. General Clerical work as delegated also to include ensuring post taken to post office daily. Chaperoning Providing chaperone service to GP as and when required, in accordance with procedure. Records Patient records to be made up for all new patients joining the list. Record storage admin for offsite record deposit/retrieval Computer General use of computer facilities as directed in various aspects of reception/records work. Stock Control Responsibility for maintaining levels of stock as delegated. Patient Experience Initial point of contact for complaints. Discuss patient concerns and try to find a satisfactory solution to straightforward queries with the patient. Escalation as per practice protocol when appropriate and then Practice Management team. Building Security Opening and closing up of the building on some occasions Working alone for short periods A team leader is available during this time, contactable by telephone Miscellaneous responsibilities Ongoing concern for welfare of patients and security of premises. Maintenance of all the areas of Practice and equipment in tidy and presentable order at all times, as per the Health and Safety Guidelines. Additional Requirements Maintaining and adhering to Practice Health and Safety policies Agreement to take up necessary training as required Occasional overtime if required Wearing of a practice uniform. Any Other reasonable duties as directed by the Practice Manager or reception Team leader within the scope of this post. Liaison with outside agencies, e.g. Hospitals, Nursing Homes, Chemists etc Knowledge Skills, Training and Experience After a period of induction, you will receive support and ongoing on the job training supported by procedures and protocols on all areas of the job required of you. However, you will be expected to attend Mandatory training in the form of Confidentiality, Health & Safety, Fire and CPR. Theoretical and practical knowledge o General Computer skills o Pleasant, helpful and effective telephone manner o Competence in written and spoken English o Competent in the use of office equipment ie photocopier, fax Professional or Specialists Knowledge o Knowledge of EMIS clinical system Analytical o Judgments involving facts or situations ie prescription/results queries o Receiving and issuing prescription requests o Exercise judgment when dealing with patient inquiries; analyse and resolve patient problems i.e. ambulance bookings, hospital queries Planning and Organisational You will be required to organize your own day to day task or activities referring to your Team Leader when necessary. o Ensure practice standards/deadlines are met ie, repeat prescriptions, scanning etc Communication & Relationship Skills You will be expected to provide and receive routine information which may require a certain amount of tact or persuasive skills. For example making and rearranging appointments and giving out appropriate information to patients as regards clinics and surgeries. You will come into contact with many patients with problems ie elderly, hard of hearing, mentally ill and you will be expected to deal with each patient with sensitivity, tact understanding, empathy and reassurance. WORKING RELATIONSHIPS General Practitioners Practice Manager Other members of Patient Services/clinical coding/secretarial team Members of Practice/Community nursing team Other members of the Primary Health Care Team Patients Outside agencies Key Result Areas Patient/Client Care: You will be expected to provide general non clinical advice, information, guidance or ancillary services directly to patients, relatives or carers working within practice policy and procedures. This will be done either face to face or telephone. Area of information you will be giving out: Pathology results Taking and relaying messages etc. Provide general non clinical advice Advice to patients about surgery times and availability Policy and Service Development: There are policies and procedures covering all aspects of your job, you are expected to follow these effectively and efficiently taking on board any changes as they are reviewed by your Practice manager or Team Leader Financial and Physical Resources: You will be expected to observe a personal duty of care with equipment under your direct control Computer, printer, scanner, photocopier etc. Human Resources: Demonstrate own activities to less experienced employees Demonstrate activities to new starters Information Resources: This post involves data entry onto the clinical system which may include entering home visits. This should be done accurately and with care following the practice procedures at all times. Research and Development: None in this post Freedom to Act: This post requires that you work within clearly defined policies and procedures with close supervision of the Team Leader when necessary. However some initiative will be necessary when dealing with repeat prescriptions or pathology following guidance from practice protocols. Effort and Environment: Physical There is little physical effort required in this post. This will entails a small amount of walking, standing, sitting. However there is a certain degree of computer work which demands good keyboard skills. Mental A certain amount of concentration will be required when dealing with patient queries to understand what the problem/query is and how this can be resolved. Certain tasks will also need concentration especially transferring of patient notes, repeat prescriptions, and giving out results. Emotional Occasional exposure to distressed or emotional circumstances. o Distressed patients o Bereaved relatives o Telephone calls from distressed patients. Working Conditions There is a staff room and kitchen where staff have their breaks. Work stations are adequate and clean. However there may be occasional exposure to unpleasant conditions: o Exposure to hazards o Verbal, aggression from patients o VDU use
