Person required for Care Navigation role in busy GP Practice.
As the first point of contact for more than 12000 patients, your role is to signpost those in need to the most appropriate place to ensure they get help as soon as possible.
This is a demanding role but is critical to the smooth and efficient running of the practice, and the delivery of good quality patient care. Working to surgery protocols and closely with both the clinical and non-clinical teams, we are looking for someone who enjoys a face-paced environment and will go the extra mile for patients.
**The closing date may be brought forward if a large number of applications are received**
Main duties of the job
This role is a front-of-house, first point of contact role for those accessing our services.
We need someone who will
* deal with enquiries professionally, courteously and in a confidential manner
* signpost patients to the appropriate services working to surgery protocols
* provide administrative support including new patient registrations, appointments diary and templates, and on-call rota
* provide cover for staff holiday and sickness
About us
Eastgate Medical Group is a large organisation based in Hornsea with other sites in Aldbrough (branch site) and Hull (Hastings Medical Centre). As part of the Yorkshire Coast and Wolds PCN in East Yorkshire and Symphonie PCN in Hull, we are a forward-thinking organisation striving to provide high quality patient care.
The Team is led by 9 GP-Partners, with support from Advanced Clinical Practitioners, Nurse-Prescribers, Long-term Conditions Nurses and Healthcare Assistants.
The clinical team is supported by trained Care Navigators, Dispensers and Administrators.
We encourage and support the personal development of staff and are looking for the right person to fit with our team.
Job responsibilities
Deal with patient enquiries receivedelectronically, by telephone and face to face.
Care navigate where possible, signposting patients to ensure timely and appropriate assistance.
Conduct building openingand close down procedures.
Apply waiting room management processes.
Make use of the Green Room for confidential andsensitive discussions.
Print patient summaries for home visits andcheck that home visits are actioned.
Deal with medical emergencies in accordance withpractice procedures booking ambulance transport as requested.
Process information in respect of newregistrations, deductions, changes of address and temporary resident applicationsensuring that full information is given to the patient to enable them toaccess our services appropriately. Check patient ID and verify whereappropriate in accordance with practice protocols.
Promote online services including NHS App.
Process requests for repeat medication inaccordance with practice protocols.
Process GP2GP records in and out of the practice.
Receive and process specimens.
Liaise with ERS transport drivers in respect ofcollection of specimens and internal mail.
Relay results of tests and investigations topatients which have been filed on EMIS Web and commented on by medical staff. ALWAYS check before giving results andobserve rules of confidentiality in relation to third party requests forinformation.
Ensure that all messages for doctors, nurses andstaff are passed on quickly and efficiently. Respond to and action tasks sent from EMISWeb clinical system.
Undertake filing and retrieval of medicalrecords as necessary.
Advise patients where charges are made fornon-NHS services and seek advice from relevant personnel in thisrespect.
Scan correspondence onto clinical system.
Enter coded information into patient medicalrecord as indicated.
Undertake general tidying of medical recordsincluding cutting down and tagging of referral letters, results and notecards in date order.
Liaise with Doctors, Nurses, Community Staff,and other authorised personnel in respect of general queries.
Using the master spreadsheet for reference, addand amend appointment templates onto the EMIS Web system for doctors, nursepractitioner, pharmacist ACP, nurses, registrars, students, HCAs etc. Ensure adequate cover at all 3 sites and liaisewith colleagues to ensure when cover is reduced surgeries are bookedaccordingly.
Participate in overtime to cover absences ofleave or sick leave. Cover will beshared fairly between team members under the direction of the team leader.
Deal with concerns from patients, seeking advicefrom colleagues and team leader where appropriate.
Advise patients on the Complaints Procedure.
Assist dispensary taking in and handing out repeat prescriptions and dispensed medication. Take payment where appropriate.
Ensure that all handovers to other staff areconducted efficiently and comprehensively to ensure continuity of service todoctors and patients.
Familiarise yourself with the Staff Manual andfollow practice policies and guidelines.
This job description outlines the key duties ofthe role but is not an exhaustive list.You are required to undertake any other duties as requested which arecommensurate with the role to ensure the smooth running of the practice. The job description and rota may be amendedto suit the needs of the business.Notice will be given of any proposed changes.
Person Specification
Qualifications
* Customer care
* Data Protection Act
* Business administration, NVQ level 3 or equivalent experience
Behaviours
* Manage patient conversations sensitively both face-to-face and over the phone
* Work accurately and effectively
* Resilient
* Work collaboratively to ensure the smooth delivery of services
* Willingness to learn
Skills
* Excellent IT skills, including Microsoft and email
* Strong organisational skills
* Capable of quickly identifying key information, capturing and recording it with accuracy
* Experience if clinical software packages
* EMIS Web
* SystmOne
* Vision
Experience
* Extensive experience of working in a patient or customer facing role
* Working in Primary Care or wider NHS
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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