Job summary
Kingston Health is a busy teaching practice serving 10000 patients. We are looking to recruit an Experienced Care Navigator, Part-time. This is an exciting opportunity to join a well established and high performing practice to improve the service we offer to patients whilst supporting the GP's.
You will provide a friendly, confident and professional service to our patients. You will be able to demonstrate good communication and organisational skills. You will have the ability to work both independently and as part of a wider team; to use initiative and discretion.
Main duties of the job
The successful candidate for the Care Navigator position must be experienced, enthusiastic and organised person who is able to work flexibly and effectively as part of a team. You would have previous experience working as a Receptionist or Care Navigator in a busy environment, preferably in an NHS or medical setting but this is not essential for the right candidate. You must be IT competent, be polite with an excellent telephone manner as well as great interpersonal and face to face communication skills.
About us
Kingston Health is a teaching practice with just over 10,000 patients. 4 GPPartners, 1 Physician Associate, 2 nurses, 2 HCA's ,1 Pharmacist, Care navigators and medical secretaries basedover 2 sites, Wheeler Street and Holderness Road.
Job description
Job responsibilities
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
Job responsibilities:
Administration
1. To have a thorough knowledge of all practice procedures
2. To work in accordance of written protocols
3. Pulling/filing notes for surgeries and updating as necessary
Reception
4. Receiving patients, consulting with members of practice team
5. Be able to cover all reception position as necessary
Appointments
6. Process appointment requests for today/future appointments from patients by telephone and in person.
7. Deal with visits/requests
Computer
8. Registrations of new patients computer data entry and medical records
9. Process patients changes of address computer data and medical records (have knowledge of practice area)
10. Process repeat prescription requests in accordance with practice guidelines
Confidentiality:
11. 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
12. 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
13. 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, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:
14. Using personal security systems within the workplace according to practice guidelines
15. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
16. Making effective use of training to update knowledge and skills
17. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
18. Actively reporting of health and safety hazards and infection hazards immediately when recognised
19. Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
20. Undertaking periodic infection control training (minimum annually)
21. Reporting potential risks identified
22. Demonstrate due regard for safeguarding and promoting the welfare of children.
Equality and diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
23. 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
24. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
25. Behaving in a manner that is welcoming to and of the individual, 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, with such training to include:
26. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
27. 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:
28. Alert other team members to issues of quality and risk
29. Assess own performance and take accountability for own actions, either directly or under supervision
30. 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
31. Work effectively with individuals in other agencies to meet patients needs
32. 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:
33. Communicate effectively with other team members
34. Communicate effectively with patients and carers
35. Recognize peoples needs for alternative methods of communication and respond accordingly
Contribution to the implementation of services:
The post-holder will:
36. Apply practice policies, standards and guidance
37. Discuss with other members of the team how the policies, standards and guidelines will affect own work
38. Participate in audit where appropriate
39. Any other duties appropriate to the role
Person Specification
Qualifications
Essential
40. GCSE Grade A to C or equivalent.
41. NVQ level 2 or above in Customer Service
Desirable
42. Previous call handling experience desirable
43. Knowledge of system one.
Experience
Desirable
44. Experience working in primary care