Care Navigator/Receptionist

THE PRACTICE: We are a GP training surgery serving 14,300 patients with 3 GP partners and 3 FSP within the Practice, along with GPTrainees/Students and ARRS roles. Kenyon Medical Centres has an opportunity for a Care Navigator to join our team on a part-time basis for 22.5 hours a week.

THE ROLE: Your role as a Care Navigatorwill require you to be the face of the Practice. You will work in a very pastpaced environment either manning the reception desk, answering the telephones,dealing with queries and carrying out administrative tasks.

Hours of work will be:

Monday – 14:30pm-18:30pm

Tuesday – 13:30pm-18:30pm

Thursday – 13:30pm-18:30pm

Friday – 14:00pm-18:30pm = 22.5 hours a week.

Saturday – this is on a rota basis (approximately twice a year).

Main duties of the job

Key responsibilities of a Care Navigator to include:

• Greeting and directing all patients
• Making appointments
• Answering queries and complaints from patients and outside agencies, signposting to the appropriate staff member as appropriate.
• Answering Telephone calls.
• Accepting, issuing and handing out prescriptions, letters, completed form, specimen bottles etc.,
• Being aware of protocols and policies and advising patients of practice procedures.
• Organising ambulance transport for patients
• Handling and answering enquiries accurately and completely without dispensing advice, breaching patient confidentiality or making medical judgements
• Registering new patients
• Accurately maintaining patient medical records, photocopying, filing and scanning
• Kenyon\’s clinical system is EMIS Web.

About us

Kenyon Medical Centres form part of Sowe Valley PCN and have a list size of just over 14,000 patients. We offer all staff to join the NHS Pension Scheme.

Job responsibilities

Duties andResponsibilities

1. Telephone Duties Dealing with appointment andadministration requests using AccuRx template
2. 1. Signposting patients to variousNHS and other providers as appropriate
3. 2. Giving out test results in linewith surgery policy
4. 3. Dealing with general enquiriesby telephone and face to face
5. 4. Taking and recording clinical messagesfor members of the practice team
6. 5. Taking the initiative whenrequired to instruct patients to call 999 when symptoms fall within theemergency protocol

Care Navigator Duties

1. 6. Greeting and directing patientsand visitors around the building, ensuring GDPR visitor paperwork iscompleted and signed in.
2. 7. Making appointments in linewith the protocols laid down for the various clinical grades
3. 8. Handing out and processingprescriptions and checking validity of medication and requests
4. 9. Ensure outstanding queries areexplained and handed over to next shift, as necessary
5. 10. Respond to needs of TriageTeam, Doctors and Nurses during surgery
6. 11. Collect payments from patientsfor NHS and non-NHS services
7. 12. Deal with general enquiries andcomplaints via telephone, email, texts and face to face following the SOP.
8. 13. General housekeeping (e.g.dealing with any bodily accidents in the waiting room) maintain notice boards
9. 14. Observe health and safety andinfection control guidelines at all times
10. 15. To act as a Chaperone toclinical staff if and when needed (training will be provided).
11. Prescriptions
12. 16. Dealing with requests forrepeat prescriptions in line with Dispensing protocol
13. 17. Medication deliveriesrecording and putting away as per the SOP.
14. Administration
15. 18. Input and extract patientinformation from Practice computer system (EMIS Web) also using otherin-house software systems.
16. 19. Ensure Mandatory training iskept up-to-date.
17. 20. To amend change of addresses onpatient record and scanning into patient notes, patient online services,temporary residents
18. 21. To open, scan and code incomingpost as required using Docman software
19. 22. To support the admin team withmedical records from PCSE to ensure new registrations are complete andcorrect and to register patients onto the EMIS system accordingly and scan onall paperwork relating to the new patient.
20. 23. To work at both Kenyon MedicalCentre sites as a Care Navigator covering all aspects of working front ofhouse.
21. 24. Any other duties as requestedcommensurate with the grade.

Person Specification

Experience

• Person Specification Care Navigator
• Qualifications
• Educated to GCSE level or equivalent
• Experience
• Experience of working with the general public
• Experience of reception work
• Experience of working within a Healthcare Setting
• Skills
• Excellent communication skills (Written and Oral)
• Clear, polite telephone manner
• Time Management and the ability to work to deadlines
• Interpersonal skills
• Competent in the use of Office and Outlook/Excel
• Ability to work as a team member and autonomously
• Ability to follow clinical policy and procedure
• Good interpersonal skills
• Personal Qualities
• 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 situation
• 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
• Ability to deal with conflict
• Trustworthy and reliable
• Other requirements
• Knowledge of EMIS Web clinical system
• Flexibility to work outside core office hours
• Appropriate Car insurance/Driving Licence
• Previous work references
• Active signposting or Care Navigator training
• Healthcare qualification (level 2) or working towards gaining equivalent level

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.