Job summary
To support the practice clinical team by signposting patients to the appropriate healthcare professional or service, working as part of the practices multidisciplinary team. The Care Navigator will also be expected to undertake reception duties as part of the role, supporting the administrative team in delivering a polite and professional service to the entitled patient population.

Main duties of the job

• Process and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition
• Answer incoming phone calls, transferring calls or dealing 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

About us
We are a rapidly growing GP-led organisation with a mission to ensure that all patients have access to comprehensive, coordinated and continuous care within a sustainable primary care system. We appreciate that our whole primary care system is struggling, which is causing a negative effect on patient care and staff happiness. We believe that we can turn this around by reimagining how primary care is delivered from the ground up by placing a focus on data insights, technology and clinical innovation. Ultimately, we want to improve patient access, patient experience and health outcomes to significantly increase the quality of care for our patients. However, we can only build the best primary care service there is if our colleagues are happy, empowered and supported within an excellent working environment. If you believe that there are ways to drastically improve the way primary care is delivered for both patients and staff alike and you want to be a part of this; then we would love to meet you and tell you more about our plans.

Job responsibilities
Job role: Care Navigator
Job type: Permanent
Working hours: 1 x full-time 37hrs a week
1 x part-time 20hrs a week 10hours on Tuesday and 10hours on Thursday
Salary: £12.71 per hour
Location: Castlefields Surgery, Castle Way, Newport Road, Stafford ST16 1BS

Job role overview:
To support the practice clinical team by signposting patients to the appropriate healthcare professional or service, working as part of the practices multidisciplinary team. The Care Navigator will also be expected to undertake reception duties as part of the role, supporting the administrative team in delivering a polite and professional service to the entitled patient population.

Duties include but are not limited to:

• Process and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition
• Answer incoming phone calls, transferring calls or dealing 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
• 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
• Undertake all mandatory training and induction programmes
• Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed
• Contribute to public health campaigns (e.g., flu clinics) through advice or direct care

Skills and experience:
Essential:

• Experience working in a primary care setting
• Excellent communication skills
• Clear & polite telephone manner
• Problem-solver with the ability to process information accurately and effectively, interpreting data as required
• Sensitive and empathetic in distressing situations

Desirable:

• Experience working as a care navigator
• Experience using EMIS
• Healthcare qualification (level 2) or working towards gaining equivalent level

Benefits:

• 27 days annual leave (pro-rata) plus 8 bank holidays (pro-rata)
• NHS Pension Scheme
• Enhanced family leave
• Enhanced sick pay
• Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such will be necessary for a submission for the Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.