Part-Time Care Navigator: Patient Access & Support in Coventry

We are looking for two part-time Care Navigators to join our team, dedicated to providing excellent services to our patients. The Care Navigator role involves ensuring patients can access routine care and support, including ongoing long-term health conditions. We have a large multi-skilled clinical team including GPs, Nurses and additional roles. Engleton House Surgery is a large general practice based in Coventry serving the Radford area and Coventry University Students.

We have various shifts across the week, morning and/or afternoon, and would require applicants to be flexible in providing cover for absence. We are unable to accept applications from registered patients or students of Coventry University.

Main duties of the job

• To support the practice clinical team by providing proactive support, working closely with the Triaging GP, to ensure that patients are seen by the appropriate healthcare professional or service, working as part of the practice's multi-disciplinary team.
• The Care Navigator will also be expected to undertake reception duties as part of the role, supporting the administrative team in delivering a polite and professional service to the entire patient population.

Job responsibilities

• Create a welcoming and friendly environment for patients when they are in the surgery, by overcoming communication barriers and treating patients with compassion and respect.
• Deal effectively as a first point of contact and/or escalation with complex queries from patients, other employees, managers and members of the public regarding all healthcare provisions.
• Become a shift leader for the team on a rota basis, with duties including allocation of tasks to colleagues, reviewing workload and resource, scheduling breaks where needed, taking responsibility for the effective completion of work during your shift and providing handover to the next shift lead.
• Deal with all patient contacts regardless of contact method and action appropriately.
• Process and effectively manage all patient requests in accordance with practice policy, ensuring that an online consult is completed for all requests and signposted according to matrix and training.
• Proactively monitor and complete workflow tasks in all systems.
• Proactively monitor patients requiring recalls for annual reviews to ensure that appropriate pre-appointment bloods/checks are carried out and ensure they are booked appropriately.
• Process repeat prescription requests ensuring that patient needs are appropriately monitored.
• Initiate contact with and respond to requests from patients, team members and external agencies.
• Actively engage with patients/carers with information and advice on using the NHS App.
• Enter SNOMED coding on EMIS in relation to patient contact, invitations for vaccinations/review appointments, decline coding where appropriate.
• Ensure that HealthTech Hub is monitored and managed, and where necessary, registration queries/problems are investigated and resolved proactively.
• Provide patients with clear information on out-of-area registrations and ensure that processing of deduction/re-registration is actioned promptly and in line with practice policy.
• Ensure patient record is updated appropriately at each point of contact, in line with DPA and safeguarding.
• Direct requests for information, e.g. SAR, insurance/solicitors letters and DVLA forms, to the appropriate team.
• Maintain and monitor new baby registration information ensuring that appointments for 6-week checks/post-natal and 1st immunisations are booked and communicated.
• Manage all queries as necessary in an efficient manner.
• Maintain a clean, tidy, effective working area at all times.
• Monitor and maintain the reception area and noticeboard taking note of any instruction/information provided.
• Support all clinical staff with general tasks as requested.
• Participate in practice audit as directed by the audit lead.
• Action incoming emails when necessary.
• Complete opening and closing procedures in accordance with the duty rota.
• Other tasks as necessary, in line with KPIs.

Person Specification

• Excellent communication skills (written and oral)
• Clear, polite telephone manner
• Competent in the use of Microsoft Office
• Effective time management (planning & organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Ability to follow policy and procedure
• Polite and confident
• Flexible and cooperative
• Motivated
• Problem solver with the ability to process information accurately and effectively, interpreting data as required
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure/in stressful situations
• Able to communicate effectively and understand the needs of the patient
• Punctual and committed to supporting the team effort
• Flexibility to work outside core office hours
• Understanding of confidentiality and safeguarding

Experience

• Experience of working in a primary care/GP Surgery.
• Experience of working with the general public
• Experience of using EMIS, Docman and AccuRx.

Qualifications

• Educated to GCSE level or equivalent in Maths and English

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.

£13.25 to £14.25 an hour depending on experience.