Care NavigatorNHS

Job summary

Are you an experienced and empathetic person looking to play a vital role in primary care? Our busy and friendly GP practice is seeking a dedicated Care Navigator / Receptionist to join our team and ensure the smooth running of our front desk and patient care.

The role will be based across the main practice at Bedford Street Surgery and the branch site at Furzton Medical Centre and will include handling patient requests with empathy face to face, by phone or through online consultation services to deliver high-quality, patient focused care. The role will support the care navigator team in covering absence so flexibility to work different shifts and at short notice will be essential. You will work 30 hours a week with regular hours of work. This will be underpinned by your need to provide flexible working to cover staff absences.

The role requires someone with motivation and compassion who is able to deliver exceptional care, work independently and as part of a team, multitask and work calm and effectively under pressure to ensure our patients feel heard and supported.

The role will include admin responsibilities which include processing prescriptions, registering patients, handling clinical follow ups with patients and patient communications.

If you think this role is for you and you have the experience required to provide exceptional patient care with flexible working hours please submit your cv.

Main duties of the job

Support the care navigator team in processing admin requests on a daily basis and provide patients with information and support whilst adhering to gdpr. Deliver a high-quality, patient-focused service with empathy, compassion and advice.

Coordinate patient appointments, follow-ups, and care navigation

Ensure the patient calls are answered and responded to in a timely manner

Act as a key point of contact for patients, clinicians, and external partners and signpost to other services.

Process prescriptions in accordance with practice policies

Undertake administrative work which includes composing text messages, contacting patients to attend schedules services and support patients with enquiries.

Attend staff reviews, training and appraisals.

Job description

The following are the core responsibilities of the Care Navigator. There may be, on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels:

• Process and effectively signpost patients to the appropriate healthcare professional depending on the presenting conditionb
• Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately in a welcoming, professional and empathetic manner. Process patient requests for appointments. Process repeat prescription requested.
• Initiate contact with and respond to requests from patients, team members and external agencies. Enter read-code data on the clinical system. Photocopy documentation as required ensuring rooms are displayed with correct information.
• Data entry of new and temporary registrations and relevant patient information as required. Input data into the patients healthcare records as necessary. Direct requests for information, e.g. SAR, insurance/solicitors letters and DVLA forms, to the supervisors.
• Manage all queries as necessary in an efficient manner. Carry out system searches as requested. Maintain a clean, tidy, effective working area at all times. Monitor and maintain the reception area and noticeboards. Support all clinical staff with general tasks as requested. Process waiting lists and recall systems for patient clinics

About us

We have two sites, one in Bletchley, Bedford Street Surgery and one in Furzton and are a partnership of five doctors, who serve over 16,200 patients.

Our practice population is continuing to grow as is our staffing. We have a variety of staff at both of our sites, including 7 gps, practice nurses, nurse practitioners, health care assistants, paramedics, pharmacists and specialist nurses offering a mdt team where we meet monthly to discuss patient care. In administration we have a care coordinator team and a care navigator team who work to provide health care appointments, follow ups and care signposting. Our teams are supported by secretaries, Care Coordinator Manager, a finance team and practice manager and an Assistant Practice Manager.