About this role
Job summary
THE PRACTICE: We are a GP training surgery serving 13,800 patients with 3 GP partners and 2 FSP within the Practice, along with GP Trainees/Students and ARRS roles. Kenyon Medical Centres has an opportunity for a Care Navigator to join our team on a part-time basis for 22.5 hours a week.
THE ROLE: Your role as a Care Navigator will require you to be the face of the Practice. You will work in a very fast paced environment either manning the reception desk, answering the telephones, dealing with queries and carrying out administrative tasks.
Hours of work will be:
Monday - 14:30pm-18:30pm
Tuesday - 13:30pm-18:30pm
Wednesday - 14:30pm-18:30pm
Thursday - 13:30pm-18:30pm
Friday - 14:00pm-18:30pm = 22.5 hours a week.
Saturday - this is on a rota basis (approximately twice a year).
Main duties of the job
Key responsibilities of a Care Navigator to include:
Greeting and directing all patients Making appointments Answering queries and complaints from patients and outside agencies, signposting to the appropriate staff member as appropriate. Answering Telephone calls. Accepting, issuing and handing out prescriptions, letters, completed form, specimen bottles etc., Being aware of protocols and policies and advising patients of practice procedures. Organising ambulance transport for patients Handling and answering enquiries accurately and completely without dispensing advice, breaching patient confidentiality or making medical judgements Registering new patients Accurately maintaining patient medical records, photocopying, filing and scanning Kenyon's clinical system is EMIS Web.
About us
Kenyon Medical Centres form part of Sowe Valley PCN and have a list size of just over 13,500 patients. We offer all staff to join the NHS Pension Scheme.
Job description Job responsibilities
Telephone Duties
Dealing with appointment and administration requests using AccuRx templateSignposting patients to various NHS and other providers as appropriateGiving out test results in line with surgery policyDealing with general enquiries by telephone and face to faceTaking and recording clinical messages for members of the practice teamTaking the initiative when required to instruct patients to call 999 when symptoms fall within the emergency protocol
Care Navigator Duties
Greeting and directing patients and visitors around the building, ensuring GDPR visitor paperwork is completed and signed in.Making appointments in line with the protocols laid down for the various clinical gradesHanding out and processing prescriptions and checking validity of medication and requestsEnsure outstanding queries are explained and handed over to next shift, as necessaryRespond to needs of Triage Team, Doctors and Nurses during surgeryCollect payments from patients for NHS and non-NHS servicesDeal with general enquiries and complaints via telephone, email, texts and face to face following the SOP.General housekeeping (e.g. dealing with any bodily accidents in the waiting room) maintain notice boardsObserve health and safety and infection control guidelines at all timesTo act as a Chaperone to clinical staff if and when needed (training will be provided).
Prescriptions
Dealing with requests for repeat prescriptions in line with Dispensing protocolMedication deliveries recording and putting away as per the SOP.
Administration
Input and extract patient information from Practice computer system (EMIS Web) also using other in-house software systems.Ensure Mandatory training is kept up-to-date.To amend change of addresses on patient record and scanning into patient notes, patient online services, temporary residentsTo open, scan and code incoming post as required using Docman softwareTo support the admin team with medical records from PCSE to ensure new registrations are complete and correct and to register patients onto the EMIS system accordingly and scan on all paperwork relating to the new patient.To work at both Kenyon Medical Centre sites as a Care Navigator covering all aspects of working front of house.Any other duties as requested commensurate with the grade.
Person Specification
Experience Essential
Educated to GCSE level or equivalent experience Experience of working with the general public Experience of reception work Experience of working within a Healthcare Setting Excellent communication skills (Written and Oral) IT skills Clear, polite telephone manner Time management and the ability to work to deadlines Problem solving skills Interpersonal skills Competent in the use of Office and Outlook/Excel Ability to work as a team member and autonomously Ability to follow clinical policy and procedure Good interpersonal skills Polite and confident Flexible and cooperative Motivated Problem-solver with the ability to process information accurately and effectively, interpreting data as required High levels of integrity and loyalty Sensitive and empathetic in distressing situation Ability to work under pressure/in stressful situations Able to communicate effectively and understand the needs of the patient Effectively utilise resources Punctual and committed to supporting the team Ability to deal with conflict Trustworthy and reliable Other requirements Knowledge of EMIS Web clinical system Flexibility to work outside core office hours Disclosure Barring Service (DBS) check Appropriate Car insurance/Driving Licence Previous work references
Desirable
Active signposting or Care Navigator training Healthcare qualification (level 2) or working towards gaining equivalent level Customer Service qualification (NVQ) or equivalent
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.
Employer details Employer name Kenyon Medical Centres
Address Kenyon Medical Centre
108 Brandon Road
Binley
Coventry
CV3 2JF
United Kingdom
Employer's website https://kenyonmedicalcentres.gpsurgery.net/ (Opens in a new tab)