Patient Navigator Job Vacancy in Hebburn, England, UK

Job description

Job responsibilities

Job Summary

To be responsible for undertaking awide range of reception duties and the provision of general support to the practiceteam. Duties can include but are notlimited to, greeting and directing patients, effective use of the appointmentsystem, booking appointments, processing information and assisting patients asrequired. Patient Navigators act as the central point of contact for patients,the distribution of information, messages and enquiries for the clinical team,liaising with multidisciplinary team members and external agencies such assecondary care and community service providers.

Reflect to patients andvisitors alike, the positive, supportive, and friendly nature of the practice,whether by telephone or in person.

Book patients in, on arrival at the practice

Make new/follow-up/routine/emergency and home visit appointmentsof an appropriate length for patients needs

Cancel and/or re-arrange appointments, as necessary

Receive, navigate and make telephone calls, as required

Promptly take messages, ensuring accuracy of detail

Processincoming and outgoing mail and facsimiles

Initiatecontact with and respond to, requests from patients, team members and externalagencies

Photocopy,scan and shred documents as required

Fileand store records as required

Register new patients in accordance with practice guidelines

Inputdata into the patients healthcare records, as necessary

Processrequests for information e.g. SAR, insurance / solicitors letters / DVLA forms

Managequeries in an efficient manner

Maintaina clean, tidy, effective working area at all times

Monitorand maintain the reception area and notice boards and perform other dutiesrelating to the premises in accordance with practice procedures

Provideadditional administrative support to clinical and practice management staff, asrequested

Providecover during staff absences

Completeopening and closing procedures in accordance with practice guidance

Processrequests for non-NHS services

Participateand comply with all mandatory training and ongoing personal development

Confidentiality

In the course of seeking treatment, patients entrust us with, or permitus to gather sensitive information in relation to their health and othermatters. They do so in confidence andhave the right to expect that staff will respect their privacy and actappropriately

In the performance of the duties outlined in this Job Description,the post-holder may have access to confidential information relating topatients, carers, practice staff and other healthcare workers. They may also have access to informationrelating to the Practice as a business organisation. All such information, from any source, is tobe regarded as strictly confidential

Information relating to patients, carers, colleagues, otherhealthcare workers or the business of the Practice may only be divulged toauthorised persons in accordance with the Practice policies and proceduresrelating to confidentiality and the protection of personal and sensitive data

Health& Safety

Thepost-holder will assist in promoting and maintaining their own and othershealth, safety and security as defined in the practice Health & SafetyPolicies and procedures and the Infection Control policies and procedures. This will include, but is not limited to:

Using personal security systems within the workplace according toPractice guidelines

Identifying the risks involved in work activities and undertakingsuch activities in a way that manages those risks

Making effective use of training to update knowledge and skills

Using appropriate infection control procedures, maintaining workareas in a tidy and safe way and free from hazards

Actively reporting health and safety hazards and infection hazardsimmediately when recognised

Keeping own work areas and general/patient areas generally clean,assisting in the maintenance of general standards of cleanliness consistentwith the scope of the job holders role

Undertaking periodic infection control training

Reporting potential risks identified

Equalityand Diversity

Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:

Acting in a way that recognizes the importance of peoples rights,interpreting them in a way that is consistent with Practice procedures andpolicies, 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, feeling of priorities andrights

Personal/ProfessionalDevelopment

Thepost-holder will participate in any training programme implemented by thePractice as part of this employment, such training to include:

Participation in an annual individual performance review,including taking responsibility for maintaining a record of their own personaland/or professional development

Taking responsibility for own development, learning andperformance and demonstrating skills and activities to others who areundertaking similar work

Quality& Continuous Improvement

Topreserve and improve the quality of our output, all personnel are required tothink, not only of what they do, but how they achieve it. By continuallyre-examining our processes we will be able to develop and improve the overalleffectiveness of the way we work. Theresponsibility for this rests on everyone working within the practice to lookfor opportunities to improve quality and share good practice.

Wepromote a culture of continuous improvement where everyone counts and staff are

encouragedto make suggestions and contributions to improve our service delivery andenhance patient care.

Thepost-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 ownand team activities and making suggestions on ways to improve and enhance theteams performance

Work effectively with individuals in other agencies to meetpatient needs

Effectively manage own time, workload and resources

Communication

Thepost-holder should recognize the importance of effective communication withinthe team and will strive to:

Communicate effectively with other team members

Communicate effectively with patients and carers

Recognize peoples needs for alternative methods of communicationand respond accordingly

Contributionto the Implementation of Services

Thepost-holder will:

Apply Practice policies, standards and guidance

Discuss with other members of the team how the policies, standardsand guidelines will affect own work

Participate in audit where appropriate

Person Specification

Qualifications

Essential

• Educated to GCSE level or equivalent
• GCSE Mathematics & English (C or above)
• AMSPAR Receptionists Qualification

Desirable

• GCSE Mathematics & English (C or above)
• AMSPAR Receptionists Qualification

Experience

Essential

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a GP Practice

Desirable

• Familiarity with medical terminology

Skills

Essential

• Excellent communication skills (written and oral)
• High level of accuracy and attention to detail
• Strong IT and keyboard 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
• Excellent interpersonal skills
• Problem solving & analytical skills
• Ability to follow policy and procedure

Desirable

• Competent user of EMIS Web

Other Requirements

Essential

• Flexibility to work outside of core office hours
• Disclosure Barring Service (DBS) check
• Willingness to wear uniform
• Ability and willingness to provide cover for absent colleagues

Personal Qualities

Essential

• Polite, confident and helpful
• Flexible and cooperative
• Reliable
• 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.