Care Navigator (Reception)NHS

Job summary

The Integrated Care Partnership is a large GP practice and a standalone Primary Care Network (PCN). With a Patient population of 32,000, the Practice is ideally placed to benefit from the unique position of being a single Practice PCN.

We are looking for someone to help provide an efficient service to patients presenting to, electronically requesting or telephoning the practice

Main duties of the job

To assist the doctors, other clinicians and management in the provision of a high quality service. Receive and direct patients on arrival in a courteous and efficient manner. Process and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition. Answering general enquiries, explaining processes and responding to requests. Answering telephone calls, transferring calls or dealing with the callers' requests appropriately. Process patient requests for appointments. Receiving and recording requests for home visits and messages for the doctors & nurses. Process repeat prescription requests in accordance with company procedures. Giving results to patients. Enter patient data onto the clinical system (EMIS) and code appropriately. Initiate contact with and respond to requests from patients, team members and external agencies. To provide cover for colleagues absences.

Job description

Care Navigator Integrated Care PartnershipWe are looking for a professional, friendly and reliable Care Navigator to join our team across our four GP surgery sites.

The role is focused on providing excellent patient service, supporting our Total Triage process and ensuring patients are directed to the right service or clinician.

Key Responsibilities

• Welcome patients and handle telephone enquiries professionally.
• Support patients with online requests, the NHS App and digital services.
• Accurately record patient information and follow the ICP Total Triage process.
• Book, amend and cancel appointments in line with practice procedures.
• Signpost patients to appropriate services and escalate urgent concerns correctly.
• Process administrative work including EMIS tasks, AccuRx, emails, registrations, documents and patient communications.
• Follow prescription, confidentiality, safeguarding and patient safety procedures.
• Maintain a professional and confidential reception environment.
• Work closely with GPs, nurses, pharmacists, administrators and other Care Navigators.
• Work flexibly across ICP's four sites when required.

What We Are Looking ForEssential

• Excellent communication and customer service skills.
• Confident using IT systems.
• Professional, calm and respectful approach.
• Good attention to detail.
• Ability to maintain confidentiality and follow procedures.
• Reliable team player with a willingness to learn.

Desirable

• Previous GP, NHS, reception or administrative experience.
• Experience using EMIS Web, AccuRx or Docman.
• Understanding of care navigation or Total Triage.

TrainingFull induction and relevant training will be provided, including practice systems, safeguarding, information governance, confidentiality and Total Triage.

Our ExpectationsAt ICP, we expect everyone to contribute to a professional, respectful and patient-centred culture.

Treat our patients and colleagues the way you would expect to be treated yourself.

About us

The Integrated Care Partnership is a large GP practice and a standalone Primary Care Network (PCN). With a Patient population of 32,000, the Practice is ideally placed to benefit from the unique position of being a single Practice PCN.

The Practice is based over four sites. The Old Cottage Hospital, Epsom, Fitznells Manor Surgery, Ewell Village, Cox Lane Surgery (near Chessington) and Stoneleigh Medical Centre Stoneleigh.