Care Navigator
Job summary
We are seeking a caring, compassionate and efficient Care Navigator to join our friendly 4-Partner GP Surgery in Pudsey, Leeds. This is an essential role within the practice team, requiring a dedication to support the delivery of the highest standards of patient care.
We can offer hours between 21 hours per week to full-time for the right candidate. Shifts are 7 hours: 7.50am-2.50pm or 11.30am-6.30pm and these will be agreed and set with the successful candidate. The post also involves a degree of flexibility and willingness to help cover sickness absence or annual leave within the team.
A GP practice is a fast-paced, teamworking environment, requiring the ability to work under pressure and to absorb regular changes. Excellent attention to detail and high levels of accuracy are required to ensure an excellent and safe service for our patients.
Your duties would include handling patient queries (via telephone, email, our online consultation system Anima, and face-to-face contact at the reception desk), signposting patients to the most appropriate clinician or service for their needs (following inhouse training), and issuing prescriptions.
GCSE/'O' level English and Maths are essential, as well as IT literacy. No previous experience of working in a GP surgery is required, however, the successful candidate will demonstrate they have friendly, caring attitude and a desire to work in a healthcare setting.
We are a SystmOne practice.
Main duties of the job
The Care Navigator is the first point of contact for patients contacting our GP surgery. This can be via a variety of methods, including telephone, face to face, online consultation service and email. The purpose of the role is to optimise the patients journey, taking every opportunity to ensure that requests are managed appropriately whilst delivering a high quality of service.
Covering the reception desk and dealing with patient enquiries face to face.
Triaging patients to be seen in the practice or signposting them to an alternative appropriate service.
Following practice standard operating procedures.
Dealing with patient requests received via Anima, our online consult system.
Responding to email requests received.
Actioning tasks in SystmOne Workflow.
Supporting the pharmacy team with patient prescription requests.
About us
Hillfoot is a friendly, welcoming surgery. We believe in providing a stable and supportive working environment, and offering training and development opportunities to our staff.
We have 4 Partners, 3 Salaried GPs, 1 ACP, 2 Practice Nurses and 1 HCA. We also have a large administrative and care navigation team who is overseen by the Practice Manager. We are part of West Leeds PCN and together we provide many additional services such as dietetics, pharmacy support and physiotherapy.
We are also a training practice and have GP Trainees and regular medical students from the University of Leeds.
Job description
Job responsibilities
Care Navigator
Line manager
Reception Supervisor
Accountable to
Practice Manager
Hours per week
Up to 37.5 hours per week
Job summary
The Care Navigator is the first point of contact for patients contacting our GP surgery. This can be via a variety of methods, including telephone, face to face, online consultation service and email. The purpose of the role is to optimise the patients journey, taking every opportunity to ensure that requests are managed appropriately whilst delivering the a high quality of service.
Primary responsibilities
Answering high volume calls from our patients in an efficient and courteous manner.
Putting patients at ease and providing clear, concise information.
Taking clear and concise notes of patient interactions and ensuring these are documented accurately in the SystmOne clinical software tool.
After appropriate training, triaging patient calls using a variety of questioning techniques in order to develop a full picture of the nature of the patients problem and then signposting the patient to the appropriate care.
Identifying potentially serious problems and bringing those to the immediate attention of the correct clinician.
For less serious or routine problems, working with the patient to identify an appropriate timeframe for them to be seen, and the appropriate professional to see them.
Building and maintaining strong relationships with all direct team members, clinicians and recognising healthcare professionals in the practice as a scarce resource to be used appropriately.
Developing and maintaining an in-depth knowledge and understanding of the services provided in the practice and in the wider health community and being able to use this knowledge to guide the patient to that service.
Dealing appropriately with instructions and queries from clinicians and outside agencies.
Covering the reception desk and dealing with patient enquiries face to face.
Following practice standard operating procedures as set out in the practices Care Navigation & Administration Handbook.
Dealing with patient requests received via the online consult system.
Responding to email requests received.
Actioning tasks in SystmOne Workflow.
Supporting the pharmacy team with patient prescription requests.
Maintaining strict confidentiality in relation to all issues concerned within requirements of the Data Protection Act 1984, Information Governance and Caldicott Principles.
Remaining up to date with all statutory and mandatory training.
Additional responsibilities
Confidentiality:
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health & other matters. They do so in confidence & have the right to expect that staff will respect their privacy and act appropriately
In the performance of the duties outlined above, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
Health & Safety:
The postholder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include:
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
Reporting potential risks identified
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, & current legislation
- Respecting the privacy, dignity, needs & beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to & of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognize peoples needs for alternative methods of communication and respond accordingly
The person specification for this role is detailed below.
Person specification Care Navigator
Qualifications
Desirable
GCSE Maths and English grade C
Experience
Desirable
Experience of working with the general public
Experience of working in a primary care environment
Experience of working with sensitive data and maintaining confidentiality
Experience of chronic disease management
Experience of SystmOne
Skills
Desirable
Excellent communication skills (written and oral)
Effective time management (planning and organising)
Ability to work as a team member and autonomously
Good interpersonal skills
Problem solving and analytical skills
Ability to follow clinical policy and procedure
Personal qualities
Essential
Desirable
Polite and confident
Flexible and co-operative
Sensitive and empathetic in distressing situations
Ability to work under pressure/in stressful situations
Effectively able to communicate and understand the needs of the patient
Punctual and committed to supporting the team effort
Other requirements
Essential
Disclosure Barring Service (DBS) check
Person Specification
Qualifications
- GCSE grade A to C in English and Maths
- -
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.
Employer details
Employer name
Hillfoot Surgery
Address
126 Owlcotes Road
Pudsey
West Yorkshire
LS28 7QR
United Kingdom
Employer's website
https://www.hillfootsurgery.co.uk/