Care Navigator

We are looking for a professional and compassionate Care Navigator to join our busy team at Kings Urgent Treatment Centre. Working alongside doctors, nurses and healthcare assistants, you will help manage patient flow and ensure patients feel welcomed, informed and supported throughout their visit. You will provide reception and administrative support and help patients access the right services. You will have a courteous manner, a compassionate approach and the ability to remain calm in a demanding environment. A commitment to teamwork, patient confidentiality and excellent patient care is essential.

Main duties of the job:

• Welcome patients and visitors, answer enquiries and direct them to the appropriate service or member of staff.
• Register patients accurately on Adastra and other relevant IT systems.
• Help unregistered patients register with a GP practice of their choice, following agreed guidance.
• Provide clear information to help patients access appropriate services and make informed choices about their care.
• Monitor the waiting room regularly and promptly alert the Shift Lead or clinical staff if a patient appears to be deteriorating.
• Answer telephone enquiries, transfer calls and record messages accurately.
• Communicate effectively with patients and colleagues, verbally, non verbally, in writing and electronically.
• Treat everyone with dignity and respect, maintain confidential patient records and handle personal information securely.
• Explain the complaints procedure when required and raise and follow up concerns with the appropriate manager.
• Keep reception and service information up to date for patients, visitors and staff.
• Sort and redirect incoming post and organise outgoing post daily.
• Help patients complete Friends and Family Tests, online feedback and surveys, and support audits and data collection to improve services.
• Keep reception and waiting areas tidy, including at the end of each day.
• Follow health and safety procedures to protect your own and colleagues health, welfare and security.
• Attend team meetings and complete required training.

About you:

• You will have a courteous manner, a compassionate approach and the ability to remain calm in a demanding environment.
• A commitment to teamwork, patient confidentiality and excellent patient care is essential.
• Previous NHS or public sector experience.
• Experience of Adastra or PAS.
• GCSE-level education or equivalent.
• A relevant secretarial or administrative qualification, ECDL qualification or customer care training.
• Awareness of health service provision and an understanding of data protection.
• Ability to work under pressure, use initiative and work without supervision.
• Ability to be firm while remaining courteous.
• A collaborative approach and willingness to develop your knowledge and learn new skills.

Qualifications:

• Good general education, including NVQ Level 2 or equivalent.
• Previous reception or administration experience, including using computerised data systems and filing systems.
• Knowledge of medical terminology.
• Working knowledge of Microsoft Word, Excel and Outlook.
• Good written and verbal communication skills.
• Excellent organisational and time management skills.
• Experience of effective teamwork and the ability to work in a multidisciplinary setting.
• Ability to pass the required pre-employment checks.

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.