Job summary
The Care Navigator Role is a fast paced , demanding role within Primary Care that is constantly developing. You will be responsible for reading patient triages and working closely with the clinical team to signpost and book patients into the correct clinics.

You will work alongside your care navigation team to oversee the smooth running of reception by assisting with all reception duties as well as overseeing absences, leave management, staff development, sorting IT issues as well as driving on Qof and Enhanced services and working closely with the Practice Management to assist in any area that is needed.

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 request appropriately
• Process personal, telephone and e-requests for appointments
• Action incoming emails and correspondence as necessary
• Accurately detail information on patients records within the clinical system
• Assist with total triage administration
• Maintain and monitor the practice appointment system
• Initiate contact with and respond to requests from patients, team members and external agencies
• Data entry of new and temporary registrations and relevant patient information as required
• Direct requests for information, i.e., DSAR, insurance/solicitors letters and DVLA forms to the administrative team
• Manage all queries as necessary
• Conduct system searches as requested
• Support all clinical staff with general administrative tasks as requested
• Undertake a broad spectrum of administrative duties commensurate with the role
• Act as a chaperone as required
• Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on safeguarding adults and safeguarding children
• Support in the delivery of enhanced services and other service requirements
• Undertake all mandatory training and induction programme

About us
Croft Medical Centre is a large GP Practice with over 11,000 patients registered. Croft Medical Centre is part of the North Solihull Primary Care Network and works collaboratively alongside 4 other practices in the area. The clinical team consists of 3 GP Partners, 3 salaried GP's, 3 Nurse Practitioners, 6 Nurses and 2 HCA's.

Job responsibilities
To support the practice clinical team by signposting patients to the appropriate healthcare professional or service, working as part of the practices multidisciplinary team.

To act as the central point of contact for patients, be responsible for the distribution of information, messages and enquiries for the clinical team, liaise with multi-disciplinary team members and external agencies such as secondary care and community service providers.

The Care Navigator will be expected to work as part of a team to help co-ordinate and run the reception team, by mentoring and setting an example. An additional area of administration work will be allocated to the team member, to lead reception on.

The Care Navigator will also be expected to undertake reception duties as part of the role, supporting the team in delivering a professional service to the entitled patient population. Duties can include but are not limited to welcoming patients and also to assist with total triage requirements, whilst supporting the team with patient registration, booking appointments, processing of information (electronic and hard copy) in a timely manner and in accordance with current policies.

The post-holder will also provide support to the administration team as required.

The post-holder will be an integral part of the general practice team.

This list is not exhaustive and you may be asked to undertake any relevant jobs relevant to your role.

Person Specification
Experience
Essential

• At least 2 years GP Receptionist Experience is required.

Desirable

• Experience of GP Total Triage Systems.

Qualifications
Essential

• A good standard of education with an expectation of having both GCSE Maths and English at Grade C (Level 4) or above, or Functional Skills Level 2 in Maths and English
• Experience of working with the general public
• Experience of working in a healthcare setting
• Experience of administrative duties
• Excellent communication skills and effective in communicating and understanding patient needs
• Competent in the use of MS Office and Outlook
• Problem solver with the ability to process information accurately and effectively, interpreting data as required
• Ability to use own initiative, discretion, and sensitivity
• Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity
• Ability to work as a team member and autonomously
• Excellent communication skills and effective in communicating and understanding patient needs
• Sensitive and empathetic in distressing situations
• Good organisational skills
• Clinical IT system user skills and the ability to record accurate notes
• Effectively utilise resources
• Punctual and committed to supporting the team effort
• High levels of integrity and loyalty
• Clear, polite telephone manner
• Flexible and cooperative
• Motivated
• Understanding of safeguarding adults and children

Desirable

• Active signposting or Care Navigator training qualification
• NVQ Level 2 in Health and Social Care
• Customer service qualification (NVQ) or equivalent
• Chaperone procedure
• Demonstrate personal accountability, emotional resilience and work well under pressure

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.

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.