Care Navigator (Reception)
Job summary
The Integrated Care Partnership is a large GP practice and a standalone Primary Care Network (PCN). With a Patient population of 32,000, the Practice is ideally placed to benefit from the unique position of being a single Practice PCN.
We are looking for someone to help provide an efficient service to patients presenting to, electronically requesting or telephoning the practice
Main duties of the job
To assist the doctors, other clinicians and management in the provision of a high quality service. Receive and direct patients on arrival in a courteous and efficient manner. Process and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition. Answering general enquiries, explaining processes and responding to requests. Answering telephone calls, transferring calls or dealing with the callers' requests appropriately. Process patient requests for appointments. Receiving and recording requests for home visits and messages for the doctors & nurses. Process repeat prescription requests in accordance with company procedures. Giving results to patients. Enter patient data onto the clinical system (EMIS) and code appropriately. Initiate contact with and respond to requests from patients, team members and external agencies. To provide cover for colleagues absences.
About us
The Integrated Care Partnership is a large GP practice and a standalone Primary Care Network (PCN). With a Patient population of 32,000, the Practice is ideally placed to benefit from the unique position of being a single Practice PCN.
The Practice is based over four sites. The Old Cottage Hospital, Epsom, Fitznells Manor Surgery, Ewell Village, Cox Lane Surgery (near Chessington) and Stoneleigh Medical Centre Stoneleigh.
Job description
Job responsibilities
Care Navigator Integrated Care Partnership
We are looking for a professional, friendly and reliable Care Navigator to join our team across our four GP surgery sites.
The role is focused on providing excellent patient service, supporting our Total Triage process and ensuring patients are directed to the right service or clinician.
Key ResponsibilitiesWelcome patients and handle telephone enquiries professionally.
Support patients with online requests, the NHS App and digital services.
Accurately record patient information and follow the ICP Total Triage process.
Book, amend and cancel appointments in line with practice procedures.
Signpost patients to appropriate services and escalate urgent concerns correctly.
Process administrative work including EMIS tasks, AccuRx, emails, registrations, documents and patient communications.
Follow prescription, confidentiality, safeguarding and patient safety procedures.
Maintain a professional and confidential reception environment.
Work closely with GPs, nurses, pharmacists, administrators and other Care Navigators.
Work flexibly across ICP's four sites when required.
Essential
Excellent communication and customer service skills.
Confident using IT systems.
Professional, calm and respectful approach.
Good attention to detail.
Ability to maintain confidentiality and follow procedures.
Reliable team player with a willingness to learn.
Desirable
Previous GP, NHS, reception or administrative experience.
Experience using EMIS Web, AccuRx or Docman.
Understanding of care navigation or Total Triage.
Full induction and relevant training will be provided, including practice systems, safeguarding, information governance, confidentiality and Total Triage.
Our ExpectationsAt ICP, we expect everyone to contribute to a professional, respectful and patient-centred culture.
Treat our patients and colleagues the way you would expect to be treated yourself.
Person Specification
Experience
- * Previous experience in a customer service, reception or administrative role.
- * Excellent communication and interpersonal skills.
- * Ability to deal with patients and colleagues in a professional, calm and respectful manner.
- * Good IT skills and confidence using electronic systems.
- * Ability to work effectively in a busy environment and manage competing priorities.
- * Strong attention to detail and accuracy.
- * Understanding of the importance of confidentiality and data protection.
- * Ability to work well as part of a team and follow agreed procedures.
- * Willingness to undertake training and work across ICP sites when required.
- Previous experience working in General Practice, primary care or the NHS.
- Experience using EMIS Web, AccuRx and/or Docman.
- Knowledge of care navigation or Total Triage processes.
- Understanding of NHS confidentiality, safeguarding and information governance.
- Experience of working across a multi-site healthcare setting.
- Knowledge of local community and NHS services for appropriate patient signposting.
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
Integrated Care Partnership
Address
The Old Cottage Hospital
Alexandra Road
Epsom
KT17 4BL
United Kingdom
Employer's website
https://integratedcarepartnership.nhs.uk/