Care Navigator in Plymouth

The Care Navigator is a key front-line position responsible for managing the first impressions of the practice. This role involves greeting patients, managing communication between patients and medical staff, and facilitating patient access to appropriate healthcare services efficiently. The Care Navigator plays a crucial role in guiding patients through the complexities of healthcare interactions, ensuring they receive timely and appropriate care.

Main duties of the job

• Patient Interaction and Support: Front Desk Management, greet patients upon arrival, verify their information, and direct them to appropriate departments. Ensure a welcoming and respectful environment for all visitors.
• Appointment booking: Efficiently manage appointment scheduling using the practice systems; adjust schedules as needed to accommodate patient needs and maximise resource utilisation.
• Telephone Enquiries: Handle incoming calls, provide information to callers, take messages, or redirect calls to appropriate staff members.
• Administrative Responsibilities: eConsultations: Process eConsultations received.
• Patient Records Management: Maintain and update patient records with accuracy. Ensure all patient interactions and transactions are logged promptly and comply with legal and privacy requirements.
• Communication and Coordination: Healthcare Provider Liaison: Act as a liaison between patients and healthcare providers. Ensure that communication is clear and that patients understand their schedules, treatment plans, and any preparatory steps for appointments.
• Resource Navigation: Guide patients to access various healthcare resources available to them, including special clinics, educational sessions, and community services.
• Resource Management: Manage front-office supplies and ensure that patient areas are stocked with necessary items like forms, brochures, and informational materials.
• Safety Protocols: Maintain cleanliness and safety of the reception area, complying with health and safety guidelines to ensure a safe environment for patients and staff.
• Quality Improvement: Feedback Collection: Collect and compile patient feedback to identify areas for improvement in front desk operations and patient care coordination.
• Service Enhancement Initiatives: Participate in initiatives aimed at enhancing patient satisfaction and improving service delivery effectiveness.
• Training Participation: Engage in ongoing training to enhance skills related to patient care, technology use, communication, and administrative management.
• Knowledge Upgrading: Stay updated on new healthcare regulations, insurance policies, and patient care technologies to continually improve service quality.

Person Specification

• Communication Skills: Clear and compassionate communication is essential, as Care Navigators must explain complex healthcare options to patients, often with differing levels of understanding. Telephone skills are important for communicating with patients over the phone and scheduling appointments.
• Confidentiality and Professionalism: Understanding of patient confidentiality, data protection laws (such as GDPR), and maintaining professional boundaries while handling sensitive patient information.
• Ability to work independently and as part of a team.
• Patience and the ability to manage difficult or emotional conversations.
• Adaptability to meet the diverse needs of patients from different backgrounds.
• Ability to quickly learn about new services and keep up-to-date with changes in healthcare provision.

In summary, experience as a Care Navigator in a GP surgery would involve supporting patients through the maze of healthcare services, offering guidance, managing appointments, and advocating for patients' needs, all while ensuring high levels of confidentiality, empathy, and efficiency.

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.