OVERVIEW / PURPOSE The Care Navigator is the first point of contact for patients contacting us. This can be via a telephone, face to face and our online consult service. The purpose of the role is to optimise the patients journey, taking every opportunity to ensure that requests are managed appropriately whilst delivering the best service. To represent the practice in a polite, professional and caring manner. To be responsible for the day to day administrative duties of General Practice as defined, but not restricted, to those set out below. COMPETENCIES Work to Level 1 on the PST core competency framework Service focused: Considers customers needs & treats as priority Reliability : A reliable staff member with no instances of sub-standard performance Effective communication: Communicates information effectively; able to read /absorb and assess written information effectively Teamwork & relationships: Effective team player; understanding own & others team roles Personal development & flexibility: Committed to lifelong learning, enthusiastic to apply new knowledge & skills & willing to change ways of working. Planning and organising: Organises own workload with support where necessary Problem solving & decision-making: Seeks only appropriate support with problems & decision making. Resolves minor routine problems themselves CARE NAVIGATION Answering high volume calls from our patients, in an efficient and courteous manner, following SMP best practice. Deal with patient requests received via online consult form. Respond to email requests received. Document patient interactions accurately in S1 clinical system. After appropriate training, signpost patients using a variety of verbal or online questioning techniques, both in order to develop a full picture of the reason for the patients contact with us and signpost the patient to the appropriate care / the appropriate professional to see them Identify potentially serious problems and follow our red flag protocol for how to signpost these contacts Building and maintaining strong relationships with all direct team members, clinicians and recognise healthcare professionals in the practice as a scarce resource to be used appropriately. Developing and maintaining an in-depth knowledge and understanding of the services provided in the practice and in the wider health community; be able to use this knowledge to guide the patient to the service, which is most likely to meet their needs, whether inside or outside the practice. Deal appropriately with instructions and queries from clinicians and outside agencies. OTHER TASKS This role also includes administrative tasks. Following practice standard operating procedures: Cover the reception desk, dealing with patient enquiries face to face. Action tasks in the clinical system in a timely and efficient way Register patients Scan correspondence into patients medical records Process repeat prescription requests. OTHER RESPONSIBILITIES Computer & phone systems Telephone system fully understand the telephone system and its functions Computer system To be fully familiar with the clinical computer system & use it efficiently incl managing minor system faults To use and guard your smartcard according to practice protocol. To be familiar with email, online, mobile & software functions and support patients to interact with our services in this way. St Martins Practice Policies Be aware of all SMP policies and follow them at all times, including but not limited to: The practice philosophy Health and Safety To comply with the Health and Safety at Work etc. Act 1974. To take responsibility for their own health and safety and that of other persons who may be affected by their own acts or omissions. To ensure that the building security is not breached during opening hours and that protocols are followed during the opening and closing of the surgery. Duties under Fire and Panic Alarm Drills. Equality and Diversity To carry out at all times their responsibilities to uphold the equality, diversity and rights of patients, carers and colleagues 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 nonjudgmental and respects their circumstances, feelings, priorities and rights consistent with practice procedures and policies, and current legislation Confidentiality To maintain confidentiality of information relating to patients, clients, staff and other users of the services in accordance with the General Data Protection Regulations 2018 including outside of the work environment. Any breach of confidentiality may render an individual liable for dismissal and/or prosecution. Safeguarding Whilst in post, staff are expected to acquire, update & apply their knowledge on safeguarding as per SMP policy. Professional development and quality Participate in any training implemented by the practice as part of this employment To participate in an annual individual performance review, including taking responsibility for maintaining their own personal and/or professional development Contribute to team effectiveness by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Maintain full compliance with statutory mandatory training. Play a full role in team & practice meetings GENERAL To provide cover for absent colleagues and work flexibly according to practice needs. To undertake any other duties commensurate with the role, within the bounds of his/her own competence as requested by Leads, Supervisors, Practice Manager or Partners. NB this job description may change in the light of developments within the practice, national policies or personnel factors and will then be subject to amendments in consultation with the post-holder.