Care Navigator

The Person

Passionate about contributing to DMC’s service development across our Primary Care Team and more widely across the organisation, enabling you to be involved in the decisions that affect our care delivery. This role will be split across our two GP practices which are within walking distance of each other: Chadwick Road Surgery (SE15) and Crystal Palace Road Surgery (SE22). This role can either be full time (37.5 hours per week) or part-time (minimum of 20 hours per week split across 5 days).

Our administration teams are the first contact patients have with our services. These are important roles at the heart of the high-quality care we provide. We invest in our reception and admin staff from the moment they join us. This includes sector-leading pay, benefits and training, and a career where you will make a difference every day. You will be part of a motivated team, working closely with a range of healthcare professionals, making sure we always deliver the best possible care and experience for our patients.

Candidates will need to be comfortable with a flexible approach to tasks and be proactive in solving problems. They must be able to engage positively with patients and colleagues. You will also be supported to use the latest technology, to connect with patients.

To be considered for this exciting role:

• Reception or customer care experience is essential
• The person must be an excellent communicator both spoken and written
• Must have PC skills and be able to use basic Word, Excel and e-mail
• Must be able to work within processes/procedures
• Work effectively with colleagues as part of a team
• A willingness to learn and progress with a ‘can do’ attitude
• Previous experience of working in the NHS is welcome but not essential
• The ability to communicate with a wide range of people in a kind, professional and caring way
• Previous experience in the use of EMIS Web is desirable

The primary focus for this role is to help manage the key customer accounts that DMC currently hold within DMC Primary Care GP Practices. To be responsible for undertaking a wide range of administrative duties which include registering patients, booking appointments, ensuring all information is managed correctly, filed and followed up accordingly. To act as the focal point of contact and be responsible for the dissemination of information, messages and inquiries for the medical team, liaising with multidisciplinary team members, other healthcare professionals and staff within the practice.

Main Duties & Responsibilities

• Responding to patient queries and liaising with the wider primary care team
• Managing appointment requests and signposting patients to our range of services
• Maintaining patient records and maintaining patient confidentiality
• Utilising other information systems to support efficient workflow processes
• Emailing, scanning and coding clinical correspondence
• Processing prescription requests in a timely manner
• Supporting patient health promotion recall campaigns
• Encouraging uptake of our digital tools to support patient self-care
• Taking part in all mandatory training, annual appraisal and continued education, learning and development
• Be involved generally in the maintaining and encouraging of adequate security measures e.g. locking doors, setting security alarm where relevant
• Maintain the Health and Safety of all staff, patients and visitors
• Ensure confidentiality at all times, only releasing confidential information obtained during the course of employment to those acting in an official capacity with the agreement of the Practice Manager
• Comply and familiarise yourself with the Practice’s policies and procedures
• Carry out any other duties as reasonably requested by the Clinicians, Practice Manager or Patient Services Manager

Reception Duties

• Ensure that all patients and visitors at reception and telephone callers to the practice are greeted professionally and politely
• Answer all incoming phone calls from patients and other healthcare professionals. Action as appropriate
• Deal with administrative queries and requests from patients and act as liaison with the clinicians as necessary
• Book/cancel/rearrange appointments via the clinical system
• Support and assist clinicians as required
• Arrange interpreters as necessary
• Ensure up to date patient information is recorded
• Manage requests and completed medical reports, including the receipt of fees for such reports
• Daily preparation of facilities including clinical rooms
• Keeping tidy the workspace and waiting area

Clerical Duties

• Ensure that prescriptions are handled accurately and efficiently following protocol
• Deal with GP Links including the amendment and deduction of patients records
• Monitor incoming electronic test results to ensure prompt review by clinicians
• Data entry of new and temporary registrations and relevant patient information e.g. smoking status, BP, ethnicity, medication from hospital letters
• Scan all patient information in computerised record i.e. medical documents, hospital reports and letters as necessary
• Deal with referrals to primary and secondary care
• Action tasks set by clinicians via the clinical systems and email
• Handling of document via clinical systems and practice protocols

Data Duties

• Reviewing medical records of new patients, inputting and summarising medical history
• Registering patients
• Read coding medical data into clinical system and computerised medical record of patient
• Set up and run clinical searches
• Interrogate data for audit purposes
• Maintain the appointment system
• To provide and maintain information required for public health targets. This will include data checking and liaising with the clinical team to improve performance
• Take part in practice performance related to recalls for patients