Care Navigator

NHS; Bromley; On-site; GBP 20,000 - 30,000

Job description

ICO Health Group are looking for a friendly Care Navigator to help guide patients through our practice system using the latest technology of AI implemented software.

Main duties of the job

Your duties will include guiding patients through our AI System for appointments, registrations, medication requests, scanning, using DOCMAN and meet and greet on the front line.

About us

At ICO Health Group we are using a tool called Doctaly Assist which allows us to use WhatsApp to help patients to be seen faster by a wider variety of healthcare professionals. Doctaly Assist is a platform that allows our patients to use WhatsApp to talk to the GP practice. The majority of our appointments are now made through this platform and also is used for chronic condition reviews.

The Surgery has a supportive environment with opportunities for training. Competitive salary, good transport links, strong links with our community teams. Access to the NHS pension scheme. EMIS Web clinical system.

Job responsibilities

JOB DESCRIPTION

JOB TITLE: Care Navigator

REPORTS TO: THE PRACTICE MANAGER

THE RECEPTION MANAGER

HOURS: 30

GP Care Navigator

Job Summary

You will be responsible for the administrative and reception duties within the Practice and work with our established processes, policies and procedures to provide a comprehensive high quality service and deal efficiently and courteously with patient enquiries.

You will have knowledge of EMIS Web clinical System.

You will have excellent communication skills, a compassionate and friendly nature who can operate in a busy environment with a range of people and professions, as you will be working with our clinical and administration teams.

Your regular duties in this role will be dealing with telephone, face to face and electronic enquiries, booking and/or amending patient appointments and home visits, contacting patients to provide information from the clinical team and assisting patients to access our services and those available in the wider community.

This role is ideal for someone who is highly organised and an effective communicator who can provide a professional and warm welcome to our patients, ensuring every contact is of the highest quality.

IT skills are essential, as you will be regularly creating searches, data input and monitoring our achievements and progress against national, local, and internal targets. You will also process prescription requests and provide a full administrative and secretarial service.

Job Responsibilities

RECEPTION

• Receiving patients, consulting with members of practice team
• Processing personal and telephone requests for appointments, telephone consultations and ensuring callers are directed to the appropriate healthcare professional
• Register new patients, temporary residents and any requiring immediate and necessary treatment, carefully checking all details for accuracy and enter on computer registration link
• Taking messages and passing on information
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers through AI system
• Ensure that system is operational at the beginning of each day and switched over to night service and that the answer phone operational at the end of each day.

GENERAL ADMINISTRATION

• Maintaining security in accordance with practice protocols
• Processing and distributing incoming and outgoing mail
• Filing and retrieving paperwork
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
• Providing clerical assistance to practice staff as required, including word/data processing, filing, photocopying, and scanning
• Ordering and monitoring of stationery and other supplies
• Keeping the reception area, notice boards, leaflet etc. tidy and presentable
• Cover sickness/annual leave and work reasonable overtime when required, including some weekends.
• Coordinate patients through the AI system
• Perform any other relevant and reasonable duties that may be requested by the Reception manager, practice manager or partners.
• Undertake statutory and mandatory training as required.

APPOINTMENT SYSTEM MANAGEMENT

• Book/edit/cancel appointments and recalls ensuring sufficient information is recorded to retrieve medical record.
• Monitor effectiveness of the system and report any problems or variations required.

Deal with home visit requests, carefully noting all details.

MEDICAL RECORDS MANAGEMENT

• Retrieve and refile records as required, ensuring that strict alphabetical order is adhered to.
• Ensure correspondence, reports, results, etc., are filed in correct record.

Processing repeat prescriptions in accordance with practice guidelines.

Handing completed repeat prescriptions to patient and checking names and address.

CONSULTATION ROOM PREPARATIONS

• Clearing and re-stocking of consulting rooms as required
• Consulting rooms prepared in readiness for each consulting session.
• Rooms are checked at the end of each consulting session and left tidy and secure.

Other Job Responsibilities

CONFIDENTIALITY

Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.

Maintain an awareness of the Freedom of Information Act.

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 manage their own and others health & safety and infection control as defined in the Practices Health & Safety Policy, the Practice Health & Safety Manual, and the Practices Infection Control Policy and published procedures.

Comply with Practice health & safety policies by following agreed safe working procedures.

Actively report health & safety hazards and infection hazards immediately.

Keeping work and general areas clean and tidy, and using appropriate infection control procedures to keep work areas hygienic and safe from contamination.

Undertaking periodic infection control training (minimum annually).

Awareness and compliance with national standards of infection control, hygiene, regulatory / contractual / professional requirements, and good practice guidelines.

Correct personal use of Personal Protective Equipment (PPE) and ensuring correct use of PPE by others, advising on appropriate circumstances for use by clinicians, staff and patients.

Reporting incidents using the organisations Incident Reporting System.

Using personal security systems within the workplace according to Practice guidelines.

Making effective use of training to update knowledge and skills.

EQUALITY AND DIVERSITY

The post-holder will support, promote and maintain the Practices Equality & Diversity Policy.

No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.

The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families.

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.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.
• Participate in audit where appropriate.

OTHER DELEGATED DUTIES

This job description is not intended to be exhaustive - it may be changed after consultation with the post holder. The employee shares with the employer the responsibility for review and modification of duties.

Job Type: Part-time

Person Specification

Qualifications

• Education to GCSE Standard
• Worked in Primary Care for more than 2 years

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.