About this role
Job summary
The successful applicant will be the first point of contact when patients either phone or come into one of TLCP sites. They will deliver excellent customer service and arrange appointments for patients with the most appropriate clinician in order to meet the patients wishes. They will give advice to patients about other services and options available to them
This role will be based in the central call centre of TLCP and at the practices sites for face to face services. Applicants will be expected to work in both settings. The sites are situated within the central Lewisham area
Main duties of the job
The following are the core responsibilities of the Care Navigator. There may be, on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels:
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 Enter read-code data on Emis Web clinical system 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
About us
Mission Statement: Each and every patient Matters
TLCP Partnership aims to provide high quality health care in a responsive, supportive, courteous and cost-effective manner. We will:
Provide a service which puts patient welfare at the heart of all we do Work within the framework of NHS Primary Care Services to provide professional medical, nursing and other services which meet the identified needs of patients Promote best practice through utilising specialist expertise within the practice team and externally and encouraging the continuous professional development of all members of the practice team Nurture a culture which is innovative, forward looking and adaptable Take into account the evidence provided by scientific and medical research in our treatment
Job description Job responsibilities
Job title: Care Navigator
Line manager: Hub Supervisor
Accountable to Senior Manager
Hours per week: 37.5 hrs
Primary responsibilities
The following are the core responsibilities of the Care Navigator. There may be, on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels:
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 Enter read-code data on Emis Web clinical system 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 requestedSecondary responsibilities
In addition to the primary responsibilities, the Care Navigator may be requested to:
Participate in practice audit as directed by the audit lead Support administrative staff, providing cover during staff absences Scan patient-related documentation and attach scanned documents to patients healthcare records Complete opening and closing procedures in accordance with the duty rota As required, support Prescription clerk in the management of repeat prescriptions, ensuring that they are processed accurately and efficiently Order and monitor stationery supplies
Person Specification
Qualifications Essential
Experience of working in a primary care setting i.e. GP Surgery Competent in the use of Office and Outlook, EMIS / Systmone / Vision user skills
Desirable
Excellent communication skills (written and oral) Strong IT skills Clear, polite telephone manner Effective time management (planning & organising) Ability to work as a team member and autonomously Good interpersonal skills Ability to follow clinical policy and procedure Experience of working with the general public Experience of working in a healthcare setting Educated to GCSE level or equivalent Active signposting or Care Navigator training qualification Healthcare qualification (level 2) or working towards gaining equivalent level Customer service qualification (NVQ) or equivalent
Employer details Employer name The Lewisham Care Partnership
Address Hilly Fields Medical Centre
172 Adelaide Avenue
LONDON
London
SE4 1JN
United Kingdom
Employer's website https://www.thelewishamcarepartnership.co.uk/ (Opens in a new tab)