Care Navigator

Join Mytton Oak Medical Practice as a Care Navigator and become the friendly, reassuring face of our practice. As the first point of contact for patients and their families, youll welcome people in person, answer calls and emails, and make sure everyone is directed to the right place quickly and kindly.

Day to day, youll register patients and keep their details accurate and up to date, manage appointment diaries, respond to enquiries and concerns, and process correspondence such as letters and routine referrals. Youll enter information into our electronic health record system, keep records secure and well organised, and pass messages on to the right colleagues.

Youll work closely with a multidisciplinary team, reporting to the Practice Manager, Deputy Practice Manager and Patient Services Team Leader. Confidentiality, dignity and respect for every patient are at the heart of the role. We support our staff with a full induction, ongoing training and a culture where everyone is encouraged to suggest improvements.

Main duties of the job

• Greeting and directing patients: act as the first point of contact for patients and their families, in person, by phone and by email.
• Registration and data entry: collect and update patient information accurately, and enter it into the electronic health record system with the relevant codes.
• Scheduling appointments: manage appointment diaries so patients are seen in good time.
• Handling enquiries: respond to patient questions and concerns professionally and promptly.
• Managing communications: answer calls and emails and pass information to the right colleagues.
• Maintaining records and filing: keep patient records accurate, complete, secure and well organised.
• Processing correspondence: type letters, routine referrals and other documents.
• Other tasks: cover additional duties as workload and staffing levels require.

About us

We are a practice close to historic Shrewsbury town centrewith easy access to the motorway network. We are a forward thinking practicewith 10,000 patients and are committed to providing them with high qualitycare.

We are a close working team which comprises of 3 GPpartners, two salaried GPs, 2 Advanced Clinical Practitioners, 2 PracticeNurses, 1 Nurse Associate, 1 General Practice Assistant and a team of dedicatedadministrative staff who support our clinical team on a daily basis. We alsohave a range of Primary Care Network Advanced Role staff that support us.

We have an experienced and very supportive administrativeteam led by our Practice Manager

We use Emis Web and Anima

We are part of Shrewsbury Primary Care Network and DarwinHealth Ltd.

Job responsibilities

Job Summary

A wide range of administrative and clerical tasks to support the smooth functioning of a medical practice or facility, including managing patient records, scheduling appointments

Primary Responsibilities

Thefollowing are the core responsibilities of the role. There may a requirement to carry out othertasks; this will be dependent upon factors such as workload and staffinglevels.

MainDuties/Key Tasks:

Greeting and directing patients: Actingas the first point of contact for patients and their families.

Patient registration and data entry: Accuratelyand efficiently collecting and updating patient information.

Scheduling appointments: Managingappointment calendars and ensuring timely scheduling.

Verifying insurance and collecting payments: Processinginsurance claims and managing patient payments.

Handling patient inquiries: Respondingto patient questions and concerns in a professional and timely manner.

Maintaining patient records: Ensuringthe accuracy, completeness, and security of patient records.

Organising and filing documents: Maintainingan organised and efficient filing system.

Data entry and coding: Enteringpatient information into electronic health record systems and assigningrelevant codes.

Answering phones and managing communications: Handlingincoming calls and emails and relaying information to the appropriatestaff.

Processing correspondence: Typingletters, faxes, routine referals and other documents.

Assisting with billing and collections: Preparingand submitting claims to insurance companies and following up on outstandingbalances.

Generic Responsibilities

All staff at Mytton Oak Medical Practice have aduty to conform to the following:

Equality,Diversity & Inclusion (ED&I)

A good attitude andpositive action towards ED&I creates and environment where all individualsare able to achieve their full potential. Creating such an environment isimportant for three reasons: it improves operational effectiveness, it ismorally the right thing to do, and it is required by law.

Patients and theirfamilies have the right to be treated fairly and be routinely involved indecisions about their treatment and care. They can expect to be treated withdignity and respect and will not be discriminated against on any groundsincluding age, disability, gender reassignment, marriage and civil partnership,pregnancy and maternity, race, religion or belief, sex or sexual orientation.Patients have a responsibility to treat other patients and our staff withdignity and respect.

Staff have the rightto be treated fairly in recruitment and career progression. Staff can expect towork in an environment where diversity is valued and equality of opportunity ispromoted. Staff will not be discriminated against on any grounds including age,disability, gender reassignment, marriage and civil partnership, pregnancy andmaternity, race, religion or belief, sex or sexual orientation. Staff have aresponsibility to ensure that you treat our patients and their colleagues withdignity and respect.

Safety,Health, Environment and Fire (SHEF)

This practice iscommitted to supporting and promoting opportunities to for staff to maintaintheir health, well-being and safety. You have a duty to take reasonable care ofhealth and safety at work for you, your team and others, and to cooperate withemployers to ensure compliance with health and safety requirements. Allpersonnel are to comply with the Health and Safety at Work Act 1974,Environmental Protection Act 1990, Environment Act 1995, Fire Precautions(workplace) Regulations 1999 and other statutory legislation.

Confidentiality

This practice is committed to maintaining an outstandingconfidential service. Patients entrust and permit us to collect and retainsensitive information relating to their health and other matters, pertaining totheir care. They do so in confidence and have a right to expect all staff willrespect their privacy and maintain confidentiality at all times. It is essential that if, the legalrequirements are to be met and the trust of our patients is to be retained thatall staff protect patient information and provide a confidential service.

Quality & ContinuousImprovement (CI)

To preserve and improve the quality of ouroutput, all personnel are required to think not only of what they do, but howthey achieve it. By continually re-examining our processes, we will be able todevelop and improve the overall effectiveness of the way we work. Theresponsibility for this rests with everyone working within the practice to lookfor opportunities to improve quality and share good practice.

This practice continually strives to improve workprocesses which deliver health care with improved results across all areas ofour service provision. We promote aculture of continuous improvement, where everyone counts and staff arepermitted to make suggestions and contributions to improve our service deliveryand enhance patient care.

Induction Training

On arrival at thepractice all personnel are to complete a practice induction programme; this ismanaged by the Patient Services Manager.

Learning and Development

The effective use of training and development isfundamental in ensuring that all staff are equipped with the appropriateskills, knowledge, attitude and competences to perform their role. All staffwill be required to partake and complete mandatory training as directed by thetraining coordinator, as well as participating in the practice trainingprogramme. Staff will also be permitted(subject to approval) to undertake external training courses which will enhancetheir knowledge and skills, progress their career and ultimately, enable themto improve processes and service delivery.

All staff are to recognise the significance ofcollaborative working. Teamwork is essential in multidisciplinary environments.Effective communication is essential and all staff must ensure they communicatein a manner which enables the sharing of information in an appropriate manner.

Service Delivery

Staff at Mytton Oak Medical Practice mustadhere to the information contained with practice policies and regionaldirectives, ensuring protocols are adhered to at all times. Staff will be givendetailed information during the induction process regarding policy andprocedure.

Security

The security of the practice is theresponsibility of all personnel. Staff must ensure they remain vigilant at alltimes and report any suspicious activity immediately to their linemanager. Under no circumstances arestaff to share the codes for the door locks to anyone and are to ensure thatrestricted areas remain effectively secured.

Professional Conduct

At Mytton Oak Medical Practice staff arerequired to dress appropriately for their role. Administrative staff will beprovided with a uniform whilst clinical staff must dress in accordance withtheir role.

Leave

All personnel are entitled to take leave. Linemanagers are to ensure all of their staff are afforded the opportunity to takea minimum number of leave days each year, and should be encouraged to take allof their leave entitlement.

Qualifications

• Good standard of general education with excellent literacy and numeracy skills
• Previous General Practice Administrative Experience

Experience

• Experience of working with the general public
• Experience of working in a health care setting
• Experience of working with a variety of stakeholders
• NHS / Primary Care General Practice experience
• Relevant health and safety experience

Personal Qualities

• Polite and confident
• Flexible and cooperative
• Excellent interpersonal skills
• Motivated and proactive
• Ability to use initiative and judgement
• Forward thinker with a solutions focused approach
• High levels of integrity and loyalty
• Ability to work under pressure
• Confident and resilient

Skills

• Excellent communication skills (written, oral and presenting)
• Ability to prioritise and work to tight deadlines in a fast-paced environment
• Effective time management (Planning & Organising)
• Ability to network and build relationships

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.