About this role
Job summary
We are looking to recruit a GP Care Navigator to join us at North House Surgery.
Your role will be to receive, assist and direct patients in accessing the appropriate service or healthcare professional in a
courteous, efficient and effective way.
You will 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
Main duties of the job
To cover reception on a rotational basis during the surgery opening hours. To deal with patients at the front desk in a polite and courteous manner. Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice;
To make appointments accurately for both Doctors, Nurses and other members of the team using the computer system;
Deal with all general enquiries and explain procedures;
Using your own judgment and communication skills ensures that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner;
To assist in any administrative task as required;
To answer the telephone promptly and politely, telephoning patients when requested. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery;
To process requests for repeat prescriptions promptly and accurately;
Enter requests for home visits onto computer system, ensuring careful recording of all relevant details and where necessary refer to Doctor;
Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same;
Enter patient information on to the computer as required;
Undertake any other additional duties appropriate to the post as requested by the Partners, Practice Manager or the Reception Supervisors.
About us
Our current clinical team consists of 7 GP Partners, 3 Salaried GPs, 2 ANP and 3 GP Registrars.
Our surgery is housed in purpose-built accommodation located in the semi-rural town of Crook and also serve the surrounding villages of Howden-le-Wear and Witton-le-Wear.
We are a well-established training practice for both GP Registrars and Apprentices. We have a strong focus on education, and we run regular in-house teaching sessions.
We have a fantastic nursing team including 4 Practice Nurses, 1 Nurse Associate, 4 Health Care Assistants, and a phlebotomist. North House is also well supported by Pharmacists, Pharmacy Technicians, Social Prescribers and Wellbeing Coach.
Our CQC inspection was very positive with us gaining an overall score of Good. The Practice is actively involved in our local PCN and Federation.
Our Clinicians are supported by an excellent administrative team led by our experienced Practice Manager. They work hard to ensure the Practice runs smoothly.
North House Surgery is a GMS practice with a list size of 13,500
We are offering a salary depending on experience
High QOF achievers
SystmOne practice
Carer Friendly Employer
Achievers of the Better Health at Work Award Our website offers a lot of additional information about the practice at https://www.northhousesurgery.org.uk/
We're a friendly bunch here at North House and we're looking for a like-minded GP Care Navigator who would be willing to help the Practice to continue to provide a high level of care.
Job description Job responsibilities
Job Summary
To be responsible for undertaking a wide range of reception and administrative duties and the provision of general support to the practice team. Duties can include but are not limited to, greeting and directing patients, patient registration, booking appointments, processing of information (electronic and hard copy) and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with other practice team members and external agencies such as secondary care and community service providers.
Primary Responsibilities
The following are the core responsibilities of the GP Care Navigator. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
a. Maintaining and monitoring the practice appointment system
b. Process personal, telephone and e-requests for appointments
c. Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
d. Receive, assist and signpost patients to the correct service/healthcare professional in a courteous, efficient and effective manner.
e. Receive, assist and signpost visitors to the correct person/place in a courteous, efficient and effective mannner
f. Process incoming and outgoing mail
g. Initiating contact with and responding to, requests from patients, team members and external agencies
h. Input/process data as required within the clinical system e.g. referrals, read coding, producing letters, processing registrations etc.
i. Photocopy documentation as required
j. File and store records as required
k. Scanning of correspondence
l. Process requests for information appropriately following the correct procedures
m. Process requests for home visits efficiently and effectively
n. Process medication requests
o. Manage all queries (including administrative queries) as necessary in an efficient manner
p. Carry out system searches as requested
q. Maintain a clean, tidy, effective working area at all times
r. Monitor and maintain the reception area and notice boards
s. Support all clinical staff with general tasks as requested
t. Complete opening and closing procedures for the premises
Generic Responsibilities
All staff at North House Surgery have a duty to conform to the following:
Equality, Diversity & Inclusion
A good attitude and positive action towards ED&I creates and environment where all individuals are able to achieve their full potential. Creating such an environment isimportant for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.
Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.
Safety, Health, Environment and Fire (SHEF)
This practice is committed to supporting and promoting opportunities to for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.
Confidentiality
This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.
Quality & Continuous Improvement (CI)
To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.
This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Induction Training
On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the Practice Manager.
Learning and Development
The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.
Collaborative Working
All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.
Service Delivery
Staff at North House Surgery must adhere to the information contained with practice policies, ensuring protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.
Security
The security of the practice is the responsibility of all personnel. Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured.
Professional Conduct
At North House Surgery, staff are required to dress appropriately for their role. Administrative staff will be provided with a uniform.
Person Specification
Qualifications Desirable
Educated to GCSE level or equivalent GCSE Mathematics & English (C or above)
Skills Essential
Excellent communication skills (written and oral) Strong IT skills Clear, polite telephone manner Competent in the use of Office and Outlook Effective time management (Planning & Organising) Ability to work as a team member and autonomously Good interpersonal skills Problem solving & analytical skills Ability to follow policy and procedure
Experience Desirable
Experience of working with the general public Experience of administrative / receptionist duties Experience of working in a health care setting
Personal Qualities Essential
Polite and confident Flexible and cooperative Motivated Forward thinker High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure
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 NHS North Of England Commissioning Support Unit
Address North House Surgery
Hope Street
CROOK
County Durham
DL15 9HU
United Kingdom
Employer's website https://www.necsu.nhs.uk (Opens in a new tab)