JOB TITLE: Care Navigator West Derby Medical Centre REPORTS TO: Leadership team Accountable to : Head of Operations HOURS: Flexible between 7:00 20:00 as per rota SALARY: £12.68 per hour Job Summary: Receive, assist, and direct patients in accessing the appropriate service or healthcare professionals in a courteous, efficient, and effective way. To possess excellent customer care skills and ensure all patients and staff are offered an effective, efficient, and courteous service always Provide general assistance within the whole Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone. Job Responsibilities: Administration To have a thorough knowledge of all Practice procedures and protocols and EMIS clinical system To work in accordance of written protocols Handling and opening of all mail coming into the surgery Scanning all hospital and clinics correspondence into the practice clinical system Digital fax and photocopy as requested Coding hospital discharge and clinic letters Taking action of all necessary hospital discharge letters/clinic letters Summarising patient files Registering & deducting new and old patients Checking NHS mail, OOH and electronic letters for any action needed i.e. eConsultations Using Iplato/Accurx to send text messages to patients Opening and closing of business premises Stocking clinicians rooms with all appropriate equipment Cold chaining (checking fridge temperatures are within range and reporting any abnormal readings to practice management) Use of PCSE for record movement and queries Reception Navigating patients to the most appropriate services i.e. identifying emergencies, referring calls to nominated stakeholders. Liaising with patients at the reception desk and via telephone and also digitally Liaising with all non-practice staff i.e. ICB teams, Care home staff, Health Visitors, District Nurses Community matrons, Coroners office etc. Handling patient queries politely and courteously Processing repeat prescriptions Signing out controlled drug prescriptions Taking action of alerts for monitoring bloods/chronic illnesses ensuring patients are up to date Meeting QOF / IIF / GP Spec targets, and arranging appropriate appointments and adding correct invite codes Processing blood forms when instructed by GP or when checking if patient is overdue for any specific blood tests Making general referrals to Treatment room, district nurses etc. Creating receiving and completing tasks between clinical and non-clinical staff Processing letters to patients Identifying emergencies and ensuring all protocols are followed during these emergencies Proactively handling minor complaints from patients and referring to the leadership team when required Appointments Process appointment requests for urgent on the day and future appointments from patients by telephone, in person, via email or eConsultation Taking home visit request Digital Services Registrations of new patients computer data entry and medical records Process patients change of address computer data and medical records (have knowledge of Practice area boundary ) Process repeat prescription request in accordance with Practice guidelines Telephone Have working knowledge of telephone system, during and after hours Answer the telephone in polite and courteous and professional manner and adhere to practice guidelines at all times Handling complaints received from telephone on a courteous, polite manner Other Tasks Clear rooms after surgeries and ensure they are stocked for the following day Ensure building security have thorough knowledge of doors/windows/alarm process Any other tasks and duties allocated by the leadership team that are deemed to be necessary Problem solving with colleagues in a positive, professional manner Team support Confidentiality: In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data Health & Safety: The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include: Using personal security systems within the workplace according to Practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Reporting potential risks identified Equality and Diversity: The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner that is welcoming, is non-judgmental and respects their circumstances, feelings priorities and rights Personal/Professional Development: The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work Quality: The post-holder will strive to maintain quality within the Practice, and will: Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources Communication: The post-holder should recognize the importance of effective communication within the team and will strive to: Communicate effectively with other team members Communicate effectively with patients and carers Recognize peoples needs for alternative methods of communication and respond accordingly Contribution to the Implementation of Services: The post-holder will: Apply Practice policies, standards and guidance at all times Participate in audit where appropriate