Care Navigator/Receptionist in Birmingham

Overview

PLEASE DO NOT APPLY IF YOU CANNOT BE FLEXIBLE ON COVER FROM 0800-2000 MONDAY - FRIDAY AND SATURDAYS

Tudor Practice Stockland Green is a LTD company holding a GMS Contract. We are a friendly, highly motivated, and well-organised practice caring for 7300 patients. We are proactive to patient needs, innovative in the use of IT, and we utilise TPP and AccuRX with full triage. We are dedicated to patient care and a positive patient experience, offering a wide range of enhanced services.

Main duties of the job

Job Summary: To support the practice team by signposting patients to the appropriate healthcare professional or service, working as part of the practice’s multidisciplinary team. The care navigator will also undertake reception duties including triaging requests as part of the role and support the administrative team in delivering a polite and professional service to the entitled patient population.

About us

Tudor Practice Stockland Green is a LTD company holding a GMS Contract, with shareholders and directors who work at the practice. We welcome informal visits to meet the great team we have.

Job responsibilities

Job Summary

Tosupport the practice team by signposting patients to the appropriate healthcare professional or service, working as part of the practice’s multidisciplinary team.

The care navigator will also be expected to undertake reception duties as part of the role including triaging all requests, supporting the administrative team in delivering a polite and professional service to the entitled patient population.

Primary Key responsibilities:

The following are the core responsibilities of the Care Navigator. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload, staffing levels and training:

• Process and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition
• Maintain and monitor the practice appointment system
• Answer incoming phone calls, transferring calls or dealing with the caller's request appropriately
• Maintain and monitor all online requests/E-consults are actioned in a timely manner
• Initiating contact with and responding to requests from patients, team members and external agencies
• Clinically code data on TPP System 1 accurately
• Photocopy documentation as required
• Data entry of new and temporary registrations and relevant patient information as required
• Ensure all queries for online registrations are actioned promptly
• Input data into 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 notice boards
• Support all Practice staff with general tasks as requested
• Participate in audit as directed by the audit lead
• Support Care Navigators/Administrators, providing cover and flexibility during staff absences to cover 0800-2000 Monday - Friday and Saturdays
• Action incoming emails and correspondence as necessary
• Scan patient-related documentation and attach scanned documents to patients’ healthcare records and code accurately
• Complete opening and closing procedures in accordance with the duty rota
• As required, support POD Team in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
• Produce, maintain and participate in the Care Navigators rota for lunch and out-of-hours cover
• Undertake all mandatory training and induction programs, ensuring all mandatory training is maintained and up to date
• Support the Patient Participation Group related matters
• Support the health promotion lead and display promotional material on the allocated notice boards and in the waiting room
• To liaise and arrange meetings as required and to attend meetings and take minutes
• To retrieve medical records and assist the completion of medical/insurance records
• Attend a formal appraisal with their manager at least every 12 months. Progress on objectives will be reviewed regularly
• Contribute to public health campaigns (e.g., flu clinics) through advice or direct care

Person Specification

Experience

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

Clinical knowledge and skills

• Clinical knowledge and skills

Other requirements

• Flexibility to work outside core office hours and full cover for sickness and holidays
• Occupational health clearance

Skills

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

Qualifications

• Educated to GCSE level or equivalent
• Active signposting or Care Navigator training qualification

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.