Care Navigator in Loughborough

To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to greeting and directing patients, effective care navigation, booking appointments, accurately processing information and assisting patients as required.

To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.

The following are the core responsibilities of the receptionist. There may be on occasion, a requirement to carry out additional tasks; this will be dependent upon factors such as workload and staffing levels:

• Care navigation
• Assist patients with general enquiries giving out relevant information
• Signpost patients to internal and external services using the care navigation directory according to their problem.
• Utilise the practice website and encourage patients to visit the practice website for self-care information.
• Support new team members to be confident in using the care navigation directory.

To be always aware of confidentiality; ensuring only the relevant and correct information is given to patients and outside agencies (e.g., secondary care, police, carers etc.) according to current guidance. See GDPR, Data protection, Caldicott and Information Governance regulations. To ensure the data protection act is not breached.

To be competent with using EMIS WEB and other computer software systems ensuring the data protection act is not breached.

Rated Good by CQC, Pinfold Medical Practice is a family practice serving 12,500 patients. This busy atmosphere thrives on the success of our team spirit, cooperation and excellent communication with patients and staff.

Our experienced team of care navigators guide patients to the right appointment for their problem. This is essential to their care and the efficient running of the practice. Together, we aim to deliver an excellent patient-centred service using innovative technology consistent with modern general practice.

A friendly, modern environment to work in. Free on-site parking.

Purpose of the Care Navigator:

• Welcome patients with first class customer service that is efficient, courteous and prompt.
• Assist patients with general enquiries and giving out relevant information.
• Assist and direct patients using the booking system, to the appropriate clinician(s) for treatment.
• Carry out all relevant administration tasks accurately.
• Be aware of confidentiality at all times; ensuring only the relevant and correct information is given to patients and outside agencies.
• Be competent with using EMIS WEB and other computer software systems ensuring the data protection act is not breached.

• Confidentiality and accuracy
• Customer service and communication
• Care navigation
• Integrated recall
• Prescriptions
• Emergency responsibilities

In the course of seeking treatment, patients entrust us with sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and carers. All such information from any source is to be regarded as strictly confidential.

Accurately file documents into the medical record by double checking the details on the letter/correspondence match three identify factors on EMIS (e.g. name, date of birth, address, NHS number etc.).

Greet patients with a smile; instil patient confidence by providing a welcoming, helpful atmosphere to enable patients to share confidential information with you. Use standard scripts to give a uniform response to frequently asked questions. Be prepared to be flexible in your responses in light of patient circumstances or conditions. Apply initiative in accordance with practice protocol and policy. Escalate unresolved issues to a senior member of the team for support and a resolution to the problem.

Be logged in to practice systems and ready for service prior to the start of your shift. Telephonists are required to answer within 3 rings. Emergency calls are to be prioritised and care navigated as per emergency protocol.

Accurately record information given by a patient, hospital, pharmacy etc. into the relevant part of the medical record and forward to the relevant department/clinician. Ensure accurate completion of all patient data when registering, double check the information inputted prior to completion. When writing in a patient's record ensure only accurate and factual information is recorded.

Train new team members to use the care-navigation directory. Ensure the care navigation directory remains up to date; inform team leaders of required updates. Navigate patients to the practice website for self-referral services. Record home visit requests appropriately as per practice protocol. Acquire a basic knowledge of each role within practice, to assist directing patients to the most appropriate team member.

Following the integrated recall pathway, for treatment of long-term conditions, book appointments in accordance with the patients' pop-up. Support trainee team members to gain confidence using the integrated recall algorithm.

Check the medication review date. Book the patient for appropriate annual health check according to the patients' long-term conditions pop-up. Process the prescription request if due for renewal within the next 10 days.

Note the emergency doctor on call each day, recognise and respond to medical emergencies as per practice protocol prioritising the emergency line.

Report to the Patient Coordinator or Duty Manager any general maintenance and essential repairs that are needed in line with the Health and Safety policy. Complete online chaperone training to provide a chaperone service to clinicians and patients on request in accordance with practice protocol and NHS guidelines. Ensure that the building is secure, signing off the night-time lock-up sheet when on late shifts.

To work with other staff to develop the services we offer and improve quality where possible. To assist in establishing, developing and maintaining protocols. Any other reasonable duties delegated by the Seniors or Managers.

Using personal security systems within the workplace according to practice guidelines. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.

Acting in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues. Behaving in a manner which is welcoming to and of the individual, is non-judgemental and respects their circumstances, feelings, priorities and rights.

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

The post-holder will strive to maintain quality within the practice, and will alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision.