About this role
Job summary
We have exciting opportunities to join our busy team of over 30 Care Navigators.
We are looking for enthusiastic, hard working and flexible people to work across our 3 Practices.
Our team offers care navigation to patients, assisting with patient queries and supports the clinical team in timely communication with patients.
Our team work across three branches but all access the same system and work together to provide excellent levels of care to our patients.
Our team works from 7:30am-6:30pm Monday to Friday. We are looking for people that can work between these hours on a part time basis.
We are looking to recruit someone who can work between 15-25 hours a week.
Previous applicants need not apply.
Main duties of the job
Our Care Navigation staff are the first point of contact for the Practice, whether it be face to face, by telephone, or via an online communication offering support and guidance to patients on choosing the right service for their needs.
The team handle and file all incoming clinical documentation identifying relevant clinical information, coding appropriately and complete any actions required.
Care Navigators support clinicians by liaising with patients regarding appointments and general enquiries and also liaises with other healthcare providers to support patient care.
Experience of working in a high pressure reception environment and providing a service to the general public is essential as is a passion for providing excellent customer service.
About us
Darwin Medical Practice has a team of over 100 staff and provides care to over 24,000 patients. The reception team consists of more than 30 Care Navigators and whilst the role can sometimes be pressurised, the team are very friendly and supportive of each other. The team is led by our Operations Support Manager and Operations Team Coordinator.
The wider practice ethos is to provide excellent care to our patients, showing respect to both patients and our colleagues.
All teams meet regularly to discuss updates, share training and changes to processes but we also have whole practice sessions to ensure that everyone is informed about practice developments and has chance to meet others that they would not usually see.
Job description Job responsibilities
Reporting Relationships
Responsible to Operations Support Manager
About Darwin Medical Practice
Darwin Medical Practice provides services from Greenwood Health Centre, Lichfield Road, Burntwood, St Chads Health Centre, Dimbles Lane, Lichfield and Chasetown Medical Centre, 29-31 High Street, Chasetown, Burntwood.
Our aim is to deliver a high quality service which will benefit our patients. With a large team working together we will maintain and improve the quality of care with the sharing of expertise and skills, this will enable patients to have more choice. We have a coordinated approach, developing our teams to support patients with long term and complex conditions.
We value our relationship with our patients and have an active Patient Participation Group to help us deliver the best service possible.
Let us help patients live a full and active life.
Teams
The following teams make up Darwin Medical Practice
Clinical staff including GPs and Partners Management Business Support including Business Admin, Patient Liaison and Finance Operations Support including Secretaries, Care Navigation and Coding & WorkflowConfidentiality
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, 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.
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, to include:
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.
Making effective use of training to update knowledge and skills.
Using appropriate infection control procedures and 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, 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 which is welcoming to and of the individual, is non-judgemental and respects their circumstances, feelings, priorities and rights.
Personal Professional Development
The post-holder will participate in any training programme 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 own performance and take accountability for own actions, either directly or under supervision.
Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
Work effectively with individuals in other agencies to meet patients needs.
Effectively manage own time, workload and resources.
Communication
The post-holder should recognise the importance of effective communication within the team and will strive to
Communicate effectively with other team members.
Communicate effectively with patients and carers.
Recognise peoples 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 members of the team how the policies, standards and guidelines will affect own work.
Participate in audit where appropriate.
Statement Of Purpose
Job Purpose
To be first point of contact for the Practice, whether it be face to face, by telephone, or via an online communication, offering support and guidance to patients on choosing the right service for their needs.
To provide support to ensure the Practice runs smoothly and provides a high level of service to patients, clinical staff and other members of the Practice team
Principal Accountabilities
Provide front of house reception duties providing support and greeting patients and visitors in a warm, friendly and professional manner
Handle all incoming calls to the practice, dealing with requests and forwarding calls to the relevant person where appropriate
Allocate and rearrange appointments in line with Practice protocols
To care navigate patients to appropriate services, and document on the clinical IT system
Maintain the practice general email inbox, action requests from external agencies and forward incoming correspondence to the relevant person
Identify relevant clinical information documented in patient correspondence, code appropriately and complete any action required
To review incoming medical records and summarise onto the clinical IT system
Process prescriptions in line with the practice protocol
Responsible for opening and closing the practice ensuring building safety is maintained
Act as first point of contact for patient compliments and complaints, resolving issues where possible to prevent escalation to formal processes
Maintain a welcoming reception and waiting area environment
Carry out administration duties as required
Support clinicians in liaising with patients regarding appointments and general enquiries
Liaise with other healthcare providers to support patient care
The Practice is open from 8.00am until 6.30pm, with regular extended hours surgeries. It is expected that all staff will work on a rota basis, according to the needs of the service.
The contents of this job description and person specification will be reviewed on an annual basis in line with the Practice training and development review policy.
Person Specification
Qualifications Essential
Experience of working in a high pressure reception environment Experience of providing a service to the general public
Personal qualities Essential
Ability to relate well to others patients and carers, staff, managers and other professionals Be flexible & able to adapt in allocation of work at short notice Ability to work under pressure to meet deadlines, and be able to work on own initiative An interest in continuing professional development. Positive, friendly manner
Motivation Essential
Ability to work unsupervised and as part of a team. Willingness to undertake appropriate training. Passion for excellent customer service
Experience Essential
Knowledge of confidentiality, equal opportunities and cultural sensitivity Use of ICT systems including MS office
Desirable
Working within a health care setting Working knowledge of EMIS and Docman or other electronic patient record systems Working knowledge of coding Knowledge of medical terminology
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 Darwin Medical Practice
Address Greenwood Health Centre
Lichfield Road
Burntwood
Staffordshire
WS7 0AQ
United Kingdom
Employer's website https://www.darwinmedicalpractice.co.uk/ (Opens in a new tab)