Patient Care Navigator

The successful applicant will be the first point of contact when patients either phone or come into one of TLCP sites. They will deliver excellent customer service and arrange appointments for patients with the most appropriate clinician in order to meet the patients' wishes. They will give advice to patients about other services and options available to them. This role will be based in the central call centre of TLCP and at the practices sites for face-to-face services. Applicants will be expected to work in both settings. The sites are situated within the central Lewisham area.

Main duties of the job:

• Process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition.
• Answer incoming phone calls, transfer calls or deal with the callers' requests appropriately.
• Process patient requests for appointments.
• Process repeat prescription requests.
• Initiate contact with and respond to requests from patients, team members and external agencies.
• Enter read-code data on Emis Web clinical system.
• Photocopy documentation as required.
• Data entry of new and temporary registrations and relevant patient information as required.
• Input data into the patients' healthcare records as necessary.
• Direct requests for information (e.g., SAR, insurance/solicitors letters and DVLA forms) to the administrative team.
• Manage all queries as necessary in an efficient manner.
• Carry out system searches as requested.
• Maintain a clean, tidy, effective working area at all times.
• Monitor and maintain the reception area and noticeboards.
• Support all clinical staff with general tasks as requested.

Secondary responsibilities:

• Participate in practice audit as directed by the audit lead.
• Scan patient-related documentation and attach scanned documents to patients' healthcare records.
• Complete opening and closing procedures in accordance with the duty rota.
• As required, support Prescription clerk in the management of repeat prescriptions, ensuring that they are processed accurately and efficiently.
• Order and monitor stationery supplies.

About us:

Provide a service which puts patient welfare at the heart of all we do. Work within the framework of NHS Primary Care Services to provide professional medical, nursing and other services which meet the identified needs of patients. Promote best practice through utilising specialist expertise within the practice team and externally and encouraging the continuous professional development of all members of the practice team. Nurture a culture which is innovative, forward looking and adaptable. Take into account the evidence provided by scientific and medical research in our treatment.

Qualifications:

• Educated to GCSE level or equivalent.
• Active signposting or Care Navigator training qualification.
• Healthcare qualification (level 2) or working towards gaining equivalent level.

Experience:

• Experience of working in a primary care environment.
• Experience of working with the general public.
• Experience of working in a healthcare setting.

Skills:

• Excellent communication skills (written and oral).
• Clear, polite telephone manner.
• Competent in the use of Office and Outlook.
• Effective time management (planning & organising).
• Ability to work as a team member and autonomously.
• Good interpersonal skills.
• Ability to follow clinical policy and procedure.