Care Navigator in Burntwood

We have exciting opportunities to join our busy team of over 30 Care Navigators. We are looking for enthusiastic, hard working and flexible people to work across our 3 Practices. Our team offers care navigation to patients, assisting with patient queries and supports the clinical team in timely communication with patients. Our team works from 7:30am-6:30pm Monday to Friday. We are looking for people that can work between these hours on a part time basis. This role requires at least three fixed shifts a week. In addition, the successful candidate will also be able to pick up regular bank shifts. Previous applicants need not apply.

Main duties of the job

• Our Care Navigation staff are the first point of contact for the Practice, whether it be face to face, by telephone, or via an online communication offering support and guidance to patients on choosing the right service for their needs.
• The team handle and file all incoming clinical documentation identifying relevant clinical information, coding appropriately and complete any actions required.
• Care Navigators support clinicians by liaising with patients regarding appointments and general enquiries and also liaises with other healthcare providers to support patient care.
• Experience of working in a high pressure reception environment and providing a service to the general public is essential as is a passion for providing excellent customer service.

About us

Darwin Medical Practice has a team of over 100 staff and provides care to over 24,000 patients. The reception team consists of more than 30 Care Navigators and whilst the role can sometimes be pressurised, the team are very friendly and supportive of each other. The team is led by our Operations Support Manager and Operations Team Coordinator. The wider practice ethos is to provide excellent care to our patients, showing respect to both patients and our colleagues.

Job responsibilities

• Responsible to Operations Support Manager.

Confidentiality

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.

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.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues.

Personal Professional Development

The post-holder will participate in any training programme implemented by the practice as part of this employment.

Quality

The post-holder will strive to maintain quality within the practice.

Communication

The post-holder should recognise the importance of effective communication within the team.

Contribution to the Implementation of Services

The post-holder will apply practice policies, standards and guidance.

Job Purpose

To be first point of contact for the Practice, whether it be face to face, by telephone, or via an online communication, offering support and guidance to patients on choosing the right service for their needs.

Principal Accountabilities

• Provide front of house reception duties providing support and greeting patients and visitors in a warm, friendly and professional manner.
• Handle all incoming calls to the practice, dealing with requests and forwarding calls to the relevant person where appropriate.
• Allocate and rearrange appointments in line with Practice protocols.
• To care navigate patients to appropriate services, and document on the clinical IT system.
• Maintain the practice general email inbox, action requests from external agencies and forward incoming correspondence to the relevant person.
• Identify relevant clinical information documented in patient correspondence, code appropriately and complete any action required.
• To review incoming medical records and summarise onto the clinical IT system.
• Process prescriptions in line with the practice protocol.
• Responsible for opening and closing the practice ensuring building safety is maintained.
• Act as first point of contact for patient compliments and complaints, resolving issues where possible to prevent escalation to formal processes.
• Maintain a welcoming reception and waiting area environment.
• Carry out administration duties as required.
• Support clinicians in liaising with patients regarding appointments and general enquiries.
• Liaise with other healthcare providers to support patient care.

The Practice is open from 8.00am until 6.30pm, with regular extended hours surgeries. It is expected that all staff will work on a rota basis, according to the needs of the service.

Person Specification

• Experience of working in a high pressure reception environment.
• Experience of providing a service to the general public.
• Ability to relate well to others patients and carers, staff, managers and other professionals.
• Be flexible & able to adapt in allocation of work at short notice.
• Ability to work under pressure to meet deadlines, and be able to work on own initiative.
• An interest in continuing professional development.
• Positive, friendly manner.
• Motivation.
• Ability to work unsupervised and as part of a team.
• Willingness to undertake appropriate training.

Experience

• Knowledge of confidentiality, equal opportunities and cultural sensitivity.
• Use of ICT systems including MS office.
• Working within a health care setting.
• Working knowledge of EMIS and Docman or other electronic patient record systems.
• Working knowledge of coding.
• Knowledge of medical terminology.

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.