Care Navigator

We are looking for new members of staff to join our care navigator team We are a large GP practice based in West Derby , We are friendly , supportive and looking to train and develop staff with an NHS background , to work within our busy team The role will include reception and telephone duties helping patients and also covering the busy admin area in which referrals are made , prescription requests are managed , post is opened and allocated and also supporting our large clinical team of Drs , Nurses, Pharmacists and our extended team to deliver care to patients, Duties include :
Dealing face to face and on the telephone with our patients Helping and supporting our colleagues within the local community services and acute trusts Dealing with all practice paperwork to include referrals . prescriptions , reports and coding Dealing with admin and email requests from patients and other stakeholders Assisting clinicians as a chaperone when requested ( full training will be given ) Ensuring all patient registrations and deductions are completed in a timely and effective manner Support the nursing team with all clinics Support the Contracts manager contacting patients for attendance at clinics, We work within a diverse team ethic where everyone is valued for their contribution and full training is given to ensure all new staff have these values also, Receive, assist, and direct patients in accessing the appropriate service or healthcare professionals in a courteous, efficient, and effective way.

To possess excellent customer care skills and ensure all patients and staff are offered an effective, efficient, and courteous service always Provide general assistance within the whole Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Job Responsibilities:

Administration

• To have a thorough knowledge of all Practice procedures and protocols and EMIS clinical system
• To work in accordance of written protocols
• Handling and opening of all mail coming into the surgery
• Scanning all hospital and clinics correspondence into the practice clinical system
• Digital fax and photocopy as requested
• Coding hospital discharge and clinic letters
• Taking action of all necessary hospital discharge letters/clinic letters
• Summarising patient files
• Registering & deducting new and old patients
• Checking NHS mail, OOH and electronic letters for any action needed i.e. eConsultations
• Using Iplato/Accurx to send text messages to patients
• Opening and closing of business premises
• Stocking clinicians rooms with all appropriate equipment
• Cold chaining (checking fridge temperatures are within range and reporting any abnormal readings to practice management)
• Use of PCSE for record movement and queries

• Liaising with patients at the reception desk and via telephone and also digitally
• Liaising with all non-practice staff i.e. ICB teams , Care home staff , Health Visitors, District Nurses Community matrons , Coroners office etc.
• Handling patient queries politely and courteously
• Processing repeat prescriptions
• Signing out controlled drug prescriptions
• Taking action of alerts for monitoring bloods/chronic illnesses ensuring patients are up to date
• Meeting QOF / IIF / GP Spec targets, and arranging appropriate appointments and adding correct invite codes
• Processing blood forms when instructed by GP or when checking if patient is overdue for any specific blood tests
• Making general referrals to Treatment room, district nurses etc.
• Creating receiving and completing tasks between clinical and non-clinical staff
• Processing letters to patients
• Identifying emergencies and ensuring all protocols are followed during these emergencies
• Proactively handling minor complaints from patients and referring to the leadership team when required

• Process appointment requests for urgent on the day and future appointments from patients by telephone, in person, via email or eConsultation
• Taking home visit request

• Registrations of new patients computer data entry and medical records
• Process patients change of address computer data and medical records (have knowledge of Practice area boundary )
• Process repeat prescription request in accordance with Practice guidelines

• Have working knowledge of telephone system, during and after hours
• Answer the telephone in polite and courteous and professional manner and adhere to practice guidelines at all times
• Handling complaints received from telephone on a courteous , polite…