Job summary
Tosupport the practice clinical team by signposting patients to the appropriatehealthcare professional or service, working as part of the practices multidisciplinaryteam.
The Care Navigator will also be expected toundertake reception duties as part of the role, supporting the administrativeteam in delivering a polite and professional service to the entitled patientpopulation
Main duties of the job
Thefollowing are the core responsibilities of the care navigator. There may be, onoccasion, a requirement to carry out other tasks; this will be dependent onfactors such as workload and staffing levels.
a.Processand effectively signpost patients to the appropriate healthcare professional,depending on the presenting condition
b.Answerincoming phone calls, transferring calls or dealing with the callers requestsappropriately
c. Process patient requests forappointments
d.Processrepeat prescription requests
e.Initiatecontact with and respond to requests from patients, team members and externalagencies
f.Enterread/SNOMED CT code data
g.Dataentry of new and temporary registrations and relevant patient information asrequired
h.Inputdata into the patients healthcare records as necessary
requests for information,, SAR, insurance/solicitors letters and DVLAforms, to the administrative team
j.Manageall queries as necessary in an efficient manner
k.Carryout system searches as requested
l.Maintaina clean, tidy, effective working area at all times
m.Monitorand maintain the reception area and noticeboards
n.Supportall clinical staff with general tasks as requested
o.Undertakeall mandatory training and induction programmes
p.Contribute to public health campaigns (, fluclinics) through advice or direct care
About us
This position is ideal for a compassionate, skilled, and dedicated individual who excels in delivering high-quality care to a diverse patient population with varying medical conditions. At our practice, we foster a collaborative, inclusive environment where both clinical and non-clinical staff work together as one cohesive team. We are committed to providing comprehensive support to all team members, ensuring you have the resources and guidance needed to thrive in your role.
You will be fully supported by our experienced doctors and colleagues, working in a rewarding, efficient workplace that values each employee's contribution. Our flat management structure encourages open communication, mutual respect, and recognises the vital role every team member plays in our success. We pride ourselves on being a family-friendly practice, striving to go above and beyond in supporting our staff and creating a positive, welcoming environment for all.
Job description
Job responsibilities
Job Title: Care Navigator
Location: ALL SAINTS SURGERY
Hours: 25/week to start, could increase based on skills
Reports to: Asst.Practice Manager
Job Overview:
The Care Navigator will play a vital role in supporting patient care by acting as the first point of contact for patients and their families, efficiently coordinating access to healthcare professionals and resources within the practice. This role requires excellent communication, organization, and problem-solving skills to manage patient inquiries, appointments, and prescription requests effectively.
Core Responsibilities:
1. Patient Coordination and Support
Effectively process and direct patients to the appropriate healthcare professional based on the presenting condition, ensuring each patients needs are promptly and accurately assessed.Manage incoming phone calls, addressing or redirecting queries as necessary and maintaining a high standard of patient interaction.Handle patient requests for appointments, ensuring appointments are booked and managed in line with practice protocols.Initiate and respond to patient, team member, and external agency requests, ensuring clear, professional communication.
2. Prescription and Administrative Support
Process repeat prescription requests accurately and in a timely manner.Direct information requests (, Subject Access Requests, insurance forms, DVLA forms) to the appropriate administrative team member.Input and update patient data in the healthcare system, including new and temporary patient registrations, ensuring data integrity and accuracy.Enter patient information using SNOMED CT coding to maintain precise and accessible healthcare records.
3. Data Management and Documentation
Conduct accurate data entry into patient records and perform photocopying as needed.Scan and attach patient-related documents to their healthcare records, maintaining an organized and efficient system for patient data retrieval.Undertake system searches as directed and support data management functions within the practice.
4. Reception Area and Workspace Maintenance
Maintain a clean, organized, and welcoming reception area, ensuring noticeboards are up to date and informative for patients.Monitor and stock reception supplies, supporting the smooth operation of daily activities.Support clinical staff as required with general tasks, creating a seamless workflow for patient care.
5. Training and Professional Development
Complete all mandatory training and induction programs, staying updated on new protocols and care practices.Participate in annual performance appraisals, setting and working toward professional objectives, with regular progress reviews.Contribute to public health campaigns, such as flu clinics, by providing advice and support as needed.
Additional Responsibilities:
In addition to primary responsibilities, the Care Navigator may also:
6. Participate in practice audits as directed by the audit lead.
7. Support administrative functions, including providing cover during staff absences and managing incoming emails.
8. Complete opening and closing procedures based on the duty rota.
9. Assist with the processing of repeat prescriptions, ensuring accuracy and efficiency.
10. Order and monitor office and reception supplies, ensuring adequate stock for uninterrupted operations.
Skills and Qualifications:
11. Proven experience in a similar administrative or patient-facing role within a healthcare setting is preferred.
12. Proficiency with healthcare data systems and medical terminology, including familiarity with SNOMED CT coding, is desirable.
13. Strong communication, interpersonal, and organizational skills, with the ability to handle sensitive information confidentially.
14. Ability to work collaboratively within a multidisciplinary team and adapt to changing demands and priorities.
15. Proficiency in using Microsoft office (mainly Excel, Word and Outlook)
16. Basic IT know-how and troubleshooting will be given preference.
Person Specification
Experience
Essential
17. - Experience of working in an administrative and customer centric role
Desirable
18. - Experience in working within a Primary Care setting