JOB TITLE:
Care Navigator
DEPARTMENT:
Reception Reports to:
Workforce Administrator/Management Team
Job Summary: Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide general assistance to the 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. To work in accordance with written protocols. Scan relevant documents into patient records. Reception: Receiving patients consulting with members of Practice team, directing to self arrival where appropriate. Promote services to patients (e.g., online registration, patient partner, texting, Accurx). Appointments: Process appointment requests from patients by telephone, online, and in person. Deal with visit requests. Computer registrations of new patients. Process repeat prescription requests in accordance with Practice guidelines. Telephone: Use headset when receiving or making outgoing calls in accordance with the Practice's health and safety guidelines. Answer all calls promptly using the practice script. Deal with queries as per the Practice's protocols. Other Tasks: Check surgeries at the end of the day as per practice protocols. Ensure building security is maintained. Any other tasks allocated by the Administrator Team and Management Team. Confidentiality: In the course of seeking treatment, patients entrust us with sensitive information regarding their health and other matters. They have the right to expect that staff will respect their privacy and act appropriately. The post-holder may have access to confidential information relating to patients, their carers, Practice staff, and other healthcare workers. All such information is to be regarded as strictly confidential and may only be divulged to authorized persons in accordance with Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety: The post-holder will assist in promoting and maintaining their own and others' health, safety, and security as defined in the Practice Health & Safety Policy, including: Using personal security systems within the workplace according to Practice guidelines. Identifying risks involved in work activities and managing 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, including: Acting in a way that recognizes the importance of people's rights, interpreting them consistently with Practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs, and beliefs of patients, carers, and colleagues. Behaving in a welcoming manner that is non-judgmental and respects their circumstances, feelings, priorities, and rights. Personal/Professional Development: The post-holder will participate in any training program implemented by the Practice as part of this employment, which includes: Attending and actively participating in training. Participation in an annual individual performance review, including maintaining a record of personal and/or professional development. eLearning including Safeguarding Adults/Children, Information Governance, Fire Safety Awareness, Equality and Diversity, Health & Safety Awareness, Conflict Resolution, Manual Handling, and Prevent training. Quality: The post-holder will strive to maintain quality within the Practice by: Alerting other team members to issues of quality and risk. Assessing own performance and taking accountability for actions, either directly or under supervision. Contributing to the effectiveness of the team by reflecting on own and team activities and making suggestions for improvement. Working effectively with individuals in other agencies to meet patients' needs. Managing own time, workload, and resources effectively. 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 people's needs for alternative methods of communication and respond accordingly. Contribution to the Implementation of Services: The post-holder will: Apply Practice policies, standards, and guidance. Discuss with other team members how the policies, standards, and guidelines will affect own work. Participate in audits where appropriate.
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Care Navigator
DEPARTMENT:
Reception Reports to:
Workforce Administrator/Management Team
Job Summary: Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide general assistance to the 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. To work in accordance with written protocols. Scan relevant documents into patient records. Reception: Receiving patients consulting with members of Practice team, directing to self arrival where appropriate. Promote services to patients (e.g., online registration, patient partner, texting, Accurx). Appointments: Process appointment requests from patients by telephone, online, and in person. Deal with visit requests. Computer registrations of new patients. Process repeat prescription requests in accordance with Practice guidelines. Telephone: Use headset when receiving or making outgoing calls in accordance with the Practice's health and safety guidelines. Answer all calls promptly using the practice script. Deal with queries as per the Practice's protocols. Other Tasks: Check surgeries at the end of the day as per practice protocols. Ensure building security is maintained. Any other tasks allocated by the Administrator Team and Management Team. Confidentiality: In the course of seeking treatment, patients entrust us with sensitive information regarding their health and other matters. They have the right to expect that staff will respect their privacy and act appropriately. The post-holder may have access to confidential information relating to patients, their carers, Practice staff, and other healthcare workers. All such information is to be regarded as strictly confidential and may only be divulged to authorized persons in accordance with Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety: The post-holder will assist in promoting and maintaining their own and others' health, safety, and security as defined in the Practice Health & Safety Policy, including: Using personal security systems within the workplace according to Practice guidelines. Identifying risks involved in work activities and managing 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, including: Acting in a way that recognizes the importance of people's rights, interpreting them consistently with Practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs, and beliefs of patients, carers, and colleagues. Behaving in a welcoming manner that is non-judgmental and respects their circumstances, feelings, priorities, and rights. Personal/Professional Development: The post-holder will participate in any training program implemented by the Practice as part of this employment, which includes: Attending and actively participating in training. Participation in an annual individual performance review, including maintaining a record of personal and/or professional development. eLearning including Safeguarding Adults/Children, Information Governance, Fire Safety Awareness, Equality and Diversity, Health & Safety Awareness, Conflict Resolution, Manual Handling, and Prevent training. Quality: The post-holder will strive to maintain quality within the Practice by: Alerting other team members to issues of quality and risk. Assessing own performance and taking accountability for actions, either directly or under supervision. Contributing to the effectiveness of the team by reflecting on own and team activities and making suggestions for improvement. Working effectively with individuals in other agencies to meet patients' needs. Managing own time, workload, and resources effectively. 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 people's needs for alternative methods of communication and respond accordingly. Contribution to the Implementation of Services: The post-holder will: Apply Practice policies, standards, and guidance. Discuss with other team members how the policies, standards, and guidelines will affect own work. Participate in audits where appropriate.
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