Job summary We are a well-organised, friendly and forward thinking training practice who are committed to high quality care and the continued development of our team. We have a position arising to join our reception team as a Care Navigator, helping patients book appointments and dealing with general queries. Main duties of the job Main duties are answering the phones and manning the front desk, working as part of a team to deal with patient queries and provide signposting for patients to ensure they receive the appropriate care. About us Our friendly, hard-working team is made up of 5 GP Partners, 2 salaried GPs, 3 nurses, 2 HCAs and a variety of reception/admin staff The main surgery is a modern building with plenty of parking, although you may also be required to work from our branch site. We are all very supportive, and the majority of staff have been with us for a number of years. Date posted 07 February 2025 Pay scheme Other Salary £12.21 an hour Contract Permanent Working pattern Part-time Reference number A5856-25-0000 Job locations Birchgrove Surgery Caerphilly Road Cardiff CF14 4QJ Rhiwbina Clinic Groes Lon Cardiff CF14 6JT Job description Job responsibilities Job title: Care Navigator Responsible to: Care Navigation Team Leader Accountable to: Practice Manager 1. Job Role / Purpose: A Care Navigator is the first point of contact for patients contacting our GP surgeries. This can be via a variety of methods including via the telephone, face to face and via online consult service and email. 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. 2. Key Duties & Responsibilities: Answering high volume calls from our patients, in an efficient and courteous manner, putting patients at ease and providing clear concise information. Take clear and concise notes of patient interactions ensuring these documented accurately in EMIS WEB clinical software tool. After appropriate training, triage patient calls using a variety of questioning techniques in order to develop a full picture of the nature of the patients problem and signpost the patient to the appropriate care. Identify potentially serious problems and bring those to the immediate attention of the correct clinician; i.e. on call GP; Minor Illness Nurse, etc. For less serious problems signpost the patient and identify an appropriate timeframe for them to be seen, and the appropriate person to see them. Build and maintain strong relationships with all staff. 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. Cover the reception desk to deal with patient enquiries face to face. Following practice standard operating procedures. Maintain strict confidentiality in relation to all issues concerned within the service and adhere to the requirements of the Data Protection Act 1984, Information Governance and Caldicott Principles. 3. Other Responsibilities 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. Equality and Diversity To carry out at all times their responsibilities in line with Equal Opportunities Policy and Procedure. Risk Management and Clinical Governance To work within the Clinical Governance Framework. 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 and update their knowledge on safeguarding as per the intercollegiate document requirements and SHP policies. Professional development The post holder will participate in any training programme implemented by the practice as part of this employment To participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development General To undertake any other duties commensurate with the role, within the bounds of his/her own competence as guided by the attached management framework. In light of national policy and due to the needs of the business it may be necessary for the Partnership to alter the opening hours of the surgeries. This could incorporate different opening hours and weekend working which may affect when you are required to work. The post holder is expected to be flexible and accommodating, following consultation, in terms of any changes to operating times in the future. Job description Job responsibilities Job title: Care Navigator Responsible to: Care Navigation Team Leader Accountable to: Practice Manager 1. Job Role / Purpose: A Care Navigator is the first point of contact for patients contacting our GP surgeries. This can be via a variety of methods including via the telephone, face to face and via online consult service and email. 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. 2. Key Duties & Responsibilities: Answering high volume calls from our patients, in an efficient and courteous manner, putting patients at ease and providing clear concise information. Take clear and concise notes of patient interactions ensuring these documented accurately in EMIS WEB clinical software tool. After appropriate training, triage patient calls using a variety of questioning techniques in order to develop a full picture of the nature of the patients problem and signpost the patient to the appropriate care. Identify potentially serious problems and bring those to the immediate attention of the correct clinician; i.e. on call GP; Minor Illness Nurse, etc. For less serious problems signpost the patient and identify an appropriate timeframe for them to be seen, and the appropriate person to see them. Build and maintain strong relationships with all staff. 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. Cover the reception desk to deal with patient enquiries face to face. Following practice standard operating procedures. Maintain strict confidentiality in relation to all issues concerned within the service and adhere to the requirements of the Data Protection Act 1984, Information Governance and Caldicott Principles. 3. Other Responsibilities 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. Equality and Diversity To carry out at all times their responsibilities in line with Equal Opportunities Policy and Procedure. Risk Management and Clinical Governance To work within the Clinical Governance Framework. 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 and update their knowledge on safeguarding as per the intercollegiate document requirements and SHP policies. Professional development The post holder will participate in any training programme implemented by the practice as part of this employment To participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development General To undertake any other duties commensurate with the role, within the bounds of his/her own competence as guided by the attached management framework. In light of national policy and due to the needs of the business it may be necessary for the Partnership to alter the opening hours of the surgeries. This could incorporate different opening hours and weekend working which may affect when you are required to work. The post holder is expected to be flexible and accommodating, following consultation, in terms of any changes to operating times in the future. Person Specification Experience Desirable Previous experience working in a similar healthcare environment desirable, but not essential. Full training will be provided. Person Specification Experience Desirable Previous experience working in a similar healthcare environment desirable, but not essential. Full training will be provided. 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. Employer details Employer name Birchgrove Surgery Address Birchgrove Surgery Caerphilly Road Cardiff CF14 4QJ Employer's website https://www.birchgrovesurgery.wales.nhs.uk/homepage (Opens in a new tab)