Care Navigator

Principal Duties and Responsibilities Patient Care Navigation Welcome patients and visitors in a courteous, professional and compassionate manner. Assess patient requests using approved Care Navigation principles and Practice protocols. Signpost patients to the most appropriate clinician, service or healthcare provider according to their needs. Support patients in accessing a wide range of NHS and community services where appropriate. Assist patients in understanding the services available both within and outside the Practice. Escalate urgent clinical concerns immediately in accordance with Practice procedures. Manage incoming telephone calls, face-to-face enquiries and electronic requests efficiently and professionally. Book, amend and cancel appointments in accordance with Practice protocols and clinician availability. Process home visit requests in line with Practice procedures. Check patients into clinics and manage patient flow throughout the day. Keep patients informed of delays and changes to appointments. Ensure consulting rooms and reception areas are prepared and maintained to provide a welcoming environment. Administrative Responsibilities Maintain accurate electronic patient records using the Practice clinical system. Register new patients and update demographic information. Process repeat prescription requests in accordance with Practice policy. Respond to authorised requests for test results whilst maintaining strict confidentiality. Process incoming correspondence and electronic workflow as directed. Manage tasks generated through Practice systems including EMIS Web, Anima, NHSmail and other approved digital platforms. Receive and accurately record messages for clinicians and other members of the Practice Team. Liaise effectively with pharmacies, hospitals, community services and other healthcare providers. Respond positively and professionally to patient enquiries. Explain Practice procedures and available services clearly. Process requests for non-NHS services and collect fees where applicable. Support patients who may require additional assistance or reasonable adjustments. Deal sensitively with distressed or anxious patients, escalating concerns when appropriate. Handle complaints courteously and in accordance with the Practice Complaints Procedure. Information Governance Maintain confidentiality at all times. Comply with GDPR, NHS Confidentiality Code of Practice and Information Governance policies. Ensure patient information is accurate, secure and handled appropriately. Health, Safety and Security Maintain a clean, tidy and safe reception environment. Follow all Health & Safety, Fire Safety and Infection Prevention and Control procedures. Report hazards, incidents or security concerns promptly. Assist with opening and closing procedures as required. Team Working Work collaboratively with all members of the multidisciplinary team. Provide cover for colleagues during periods of absence or increased demand. Participate in Practice meetings and contribute to service improvements. Demonstrate flexibility to support the changing needs of the Practice. Training and Personal Development Participate in mandatory and statutory training. Undertake Care Navigation training and continue to develop knowledge of local NHS and community services. Participate in annual appraisal and personal development planning. Maintain competence in Practice systems and digital technologies. General Responsibilities The duties outlined above are not exhaustive and may change to meet the evolving needs of the Practice. All employees are expected to undertake any reasonable duties consistent with the grade and nature of the post. Place of Work The main place of work will be based at Kingsland, but there may be occasional times where travel is required to the practices branch surgeries at Orleton and Leintwardine. Health & Safety Working within a healthcare environment, the post-holder must take responsibility for their own and others health, safety and security. This will include, but will not be limited to All staff within the department adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management. Maintain an up to date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the Practice. Using personal security systems within the workplace according to Practice guidelines. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the Practice. Making effective use of training to update knowledge and skills, and initiate and manage the training of others in these areas. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial or corrective action where needed. Actively identifying, reporting on and correcting health and safety hazards and infection hazards immediately when recognised. Keeping own work areas and general and patient areas generally clean, identifying issues and hazards and risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation, where appropriate, with other staff. Confidentiality • In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. • In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential. • Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. Equality and Diversity The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include • Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation. • Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. • Behaving in a manner that is welcoming to the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Personal and Professional Development The post-holder will participate in any training program implemented by the Practice as part of this employment, such training to include • Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development. • Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. Quality The post-holder will strive to maintain quality within the Practice, and will • Alert other team members to issues of quality and risk. • Assess their own performance and take accountability for their own actions, either directly or under supervision. • Contribute to the effectiveness of the team by reflecting on their own and the teams activities and making suggestions on ways to improve and enhance the teams performance. • Work effectively with individuals in other agencies to meet patient needs. • Effectively manage own time, workload and resources. Communication The post-holder should recognise the importance of effective communication within the team and willstrive to • Communicate effectively with other team members. • Communicate effectively with patients and carers. • Recognise peoples needs for alternative methods of communication and respond accordingly. Notes This job description provides an overview of the role and is not exhaustive. The post-holder may be asked, following appropriate consultation, to undertake other duties commensurate with the post to meet the changing needs of the Practice. The job description and person specification will be reviewed periodically and may be amended following consultation with the post-holder. Job description Job responsibilities Principal Duties and Responsibilities Patient Care Navigation Welcome patients and visitors in a courteous, professional and compassionate manner. Assess patient requests using approved Care Navigation principles and Practice protocols. Signpost patients to the most appropriate clinician, service or healthcare provider according to their needs. Support patients in accessing a wide range of NHS and community services where appropriate. Assist patients in understanding the services available both within and outside the Practice. Escalate urgent clinical concerns immediately in accordance with Practice procedures. Manage incoming telephone calls, face-to-face enquiries and electronic requests efficiently and professionally. Book, amend and cancel appointments in accordance with Practice protocols and clinician availability. Process home visit requests in line with Practice procedures. Check patients into clinics and manage patient flow throughout the day. Keep patients informed of delays and changes to appointments. Ensure consulting rooms and reception areas are prepared and maintained to provide a welcoming environment. Administrative Responsibilities Maintain accurate electronic patient records using the Practice clinical system. Register new patients and update demographic information. Process repeat prescription requests in accordance with Practice policy. Respond to authorised requests for test results whilst maintaining strict confidentiality. Process incoming correspondence and electronic workflow as directed. Manage tasks generated through Practice systems including EMIS Web, Anima, NHSmail and other approved digital platforms. Receive and accurately record messages for clinicians and other members of the Practice Team. Liaise effectively with pharmacies, hospitals, community services and other healthcare providers. Respond positively and professionally to patient enquiries. Explain Practice procedures and available services clearly. Process requests for non-NHS services and collect fees where applicable. Support patients who may require additional assistance or reasonable adjustments. Deal sensitively with distressed or anxious patients, escalating concerns when appropriate. Handle complaints courteously and in accordance with the Practice Complaints Procedure. Information Governance Maintain confidentiality at all times. Comply with GDPR, NHS Confidentiality Code of Practice and Information Governance policies. Ensure patient information is accurate, secure and handled appropriately. Health, Safety and Security Maintain a clean, tidy and safe reception environment. Follow all Health & Safety, Fire Safety and Infection Prevention and Control procedures. Report hazards, incidents or security concerns promptly. Assist with opening and closing procedures as required. Team Working Work collaboratively with all members of the multidisciplinary team. Provide cover for colleagues during periods of absence or increased demand. Participate in Practice meetings and contribute to service improvements. Demonstrate flexibility to support the changing needs of the Practice. Training and Personal Development Participate in mandatory and statutory training. Undertake Care Navigation training and continue to develop knowledge of local NHS and community services. Participate in annual appraisal and personal development planning. Maintain competence in Practice systems and digital technologies. General Responsibilities The duties outlined above are not exhaustive and may change to meet the evolving needs of the Practice. All employees are expected to undertake any reasonable duties consistent with the grade and nature of the post. Place of Work The main place of work will be based at Kingsland, but there may be occasional times where travel is required to the practices branch surgeries at Orleton and Leintwardine. Health & Safety Working within a healthcare environment, the post-holder must take responsibility for their own and others health, safety and security. This will include, but will not be limited to All staff within the department adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management. Maintain an up to date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the Practice. Using personal security systems within the workplace according to Practice guidelines. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the Practice. Making effective use of training to update knowledge and skills, and initiate and manage the training of others in these areas. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial or corrective action where needed. Actively identifying, reporting on and correcting health and safety hazards and infection hazards immediately when recognised. Keeping own work areas and general and patient areas generally clean, identifying issues and hazards and risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation, where appropriate, with other staff. Confidentiality • In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. • In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential. • Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. Equality and Diversity The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include • Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation. • Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. • Behaving in a manner that is welcoming to the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Personal and Professional Development The post-holder will participate in any training program implemented by the Practice as part of this employment, such training to include • Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development. • Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. Quality The post-holder will strive to maintain quality within the Practice, and will • Alert other team members to issues of quality and risk. • Assess their own performance and take accountability for their own actions, either directly or under supervision. • Contribute to the effectiveness of the team by reflecting on their own and the teams activities and making suggestions on ways to improve and enhance the teams performance. • Work effectively with individuals in other agencies to meet patient needs. • Effectively manage own time, workload and resources. Communication The post-holder should recognise the importance of effective communication within the team and willstrive to • Communicate effectively with other team members. • Communicate effectively with patients and carers. • Recognise peoples needs for alternative methods of communication and respond accordingly. Notes This job description provides an overview of the role and is not exhaustive. The post-holder may be asked, following appropriate consultation, to undertake other duties commensurate with the post to meet the changing needs of the Practice. The job description and person specification will be reviewed periodically and may be amended following consultation with the post-holder.