About this role
Job summary
To support the practice clinical team by signposting patients to the appropriate healthcare
professional or service, working as part of the practices multidisciplinary team. The Care
Navigator will also be expected to undertake reception duties as part of the role, supporting the
administrative team in delivering a polite and professional service to the entitled patient
population.
Main duties of the job
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
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
Undertake all mandatory training and induction programmes
Attend a formal appraisal with their manager at least every 12 months. Once a
performance/training objective has been set, progress will be reviewed on a regular
basis so that new objectives can be agreed
Contribute to public health campaigns (e.g., flu clinics) through advice or direct care
About us
We are a rapidly growing GP-led organisation with a mission to ensure that all patients have
access to comprehensive, coordinated and continuous care within a sustainable primary care
system. We appreciate that our whole primary care system is struggling, which is causing a
negative effect on patient care and staff happiness. We believe that we can turn this around by
reimagining how primary care is delivered from the ground up by placing a focus on data
insights, technology and clinical innovation. Ultimately, we want to improve patient access,
patient experience and health outcomes to significantly increase the quality of care for our
patients. However, we can only build the best primary care service there is if our colleagues are
happy, empowered and supported within an excellent working environment. If you believe that
there are ways to drastically improve the way primary care is delivered for both patients and
staff alike and you want to be a part of this; then we would love to meet you and tell you more
about our plans.
Job description Job responsibilities
Job role: Care Navigator
Job type: Permanent
Working hours: Full time and part-time available
Salary: £12.71 per hour
Location: Castlefields Surgery, Castle Way, Newport Road, Stafford ST16 1BS
About Us
We are a rapidly growing GP-led organisation with a mission to ensure that all patients have
access to comprehensive, coordinated and continuous care within a sustainable primary care
system. We appreciate that our whole primary care system is struggling, which is causing a
negative effect on patient care and staff happiness. We believe that we can turn this around by
reimagining how primary care is delivered from the ground up by placing a focus on data
insights, technology and clinical innovation. Ultimately, we want to improve patient access,
patient experience and health outcomes to significantly increase the quality of care for our
patients. However, we can only build the best primary care service there is if our colleagues are
happy, empowered and supported within an excellent working environment. If you believe that
there are ways to drastically improve the way primary care is delivered for both patients and
staff alike and you want to be a part of this; then we would love to meet you and tell you more
about our plans.
Job role overview
To support the practice clinical team by signposting patients to the appropriate healthcare
professional or service, working as part of the practices multidisciplinary team. The Care
Navigator will also be expected to undertake reception duties as part of the role, supporting the
administrative team in delivering a polite and professional service to the entitled patient
population.
Duties include but are not limited to
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
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
Undertake all mandatory training and induction programmes
Attend a formal appraisal with their manager at least every 12 months. Once a
performance/training objective has been set, progress will be reviewed on a regular
basis so that new objectives can be agreed
Contribute to public health campaigns (e.g., flu clinics) through advice or direct care
Skills and experience:
Essential:
Experience working in a primary care setting
Excellent communication skills
Clear & polite telephone manner
Problem-solver with the ability to process information accurately and effectively,
interpreting data as required
Sensitive and empathetic in distressing situations
Desirable:
Experience working as a care navigator
Experience using EMIS
Healthcare qualification (level 2) or working towards gaining equivalent level
Benefits:
27 days annual leave (pro-rata) plus 8 bank holidays (pro-rata)
NHS Pension Scheme
Enhanced family leave
Enhanced sick pay
Disclosure and Barring Service Check
Person Specification
Experience Essential
Experience working in a primary care setting Excellent communication skills Clear & polite telephone manner Problem-solver with the ability to process information accurately and effectively, interpreting data as required Sensitive and empathetic in distressing situations
Desirable
Experience working as a care navigator Experience using EMIS Healthcare qualification (level 2) or working towards gaining equivalent level
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 Castlefields Surgery
Address Castle Way
Stafford
ST16 1BS
United Kingdom
Employer's website https://www.castlefieldssurgery.nhs.uk/your-surgery/ (Opens in a new tab)