Care Navigator​/Receptionist

THE PRACTICE: We are a GP training surgery serving 14,300 patients with 3 GP partners and 3 FSP within the Practice, along with GPTrainees/Students and ARRS roles. Kenyon Medical Centres has an opportunity for a Care Navigator to join our team on a part-time basis for 22.5 hours a week.

THE ROLE: Your role as a Care Navigator will require you to be the face of the Practice. You will work in a very fast-paced environment, either manning the reception desk, answering the telephones, dealing with queries and carrying out administrative tasks.

Hours of work will be:

• Monday - 14:30–18:30
• Tuesday - 13:30–18:30
• Thursday - 13:30–18:30
• Friday - 14:00–18:30 = 22.5 hours a week
• Saturday - on a rota basis (approximately twice a year)

Key responsibilities of a Care Navigator include the following:

• Greeting and directing all patients
• Making appointments
• Answering queries and complaints from patients and outside agencies, signposting to the appropriate staff member as appropriate
• Answering telephone calls
• Accepting, issuing and handing out prescriptions, letters, completed forms, specimen bottles, etc.
• Being aware of protocols and policies and advising patients of practice procedures
• Organising ambulance transport for patients
• Handling and answering enquiries accurately and completely without dispensing advice, breaching patient confidentiality or making medical judgments
• Registering new patients
• Accurately maintaining patient medical records, photocopying, filing and scanning
• Kenyon's clinical system is EMIS Web

Kenyon Medical Centres form part of Sowe Valley PCN and have a list size of just over 14,000 patients. We offer all staff to join the NHS Pension Scheme.

Duties and Responsibilities

• Telephone Duties
• Dealing with appointment and administration requests using Accu Rx template
• Signposting patients to various NHS and other providers as appropriate
• Giving out test results in line with surgery policy
• Dealing with general enquiries by telephone and face to face
• Taking and recording clinical messages for members of the practice team
• Taking the initiative when required to instruct patients to call 999 when symptoms fall within the emergency protocol
• Care Navigator Duties
• Greeting and directing patients and visitors around the building, ensuring GDPR visitor paperwork is completed and signed in
• Making appointments in line with the protocols laid down for the various clinical grades
• Handing out and processing prescriptions and checking validity of medication and requests
• Ensure outstanding queries are explained and handed over to next shift, as necessary
• Respond to needs of Triage Team, Doctors and Nurses during surgery
• Collect payments from patients for NHS and non-NHS services
• Deal with general enquiries and complaints via telephone, email, texts and face to face following the SOP
• General housekeeping (e.g., dealing with any bodily incidents in the waiting room) and maintaining notice boards
• Observe health and safety and infection control guidelines at all times
• To act as a Chaperone to clinical staff if and when needed (training will be provided)
• Prescriptions
• Dealing with requests for repeat prescriptions in line with Dispensing protocol
• Medication deliveries, recording and putting away as per the SOP
• Administration
• Input and extract patient information from Practice computer system (EMIS Web) also using other in-house software systems
• Ensure Mandatory training is kept up-to-date
• To amend changes of addresses on patient records and scanning into patient notes, patient online services, temporary residents
• To open, scan and code incoming post as required using Docman software
• To support the admin team with medical records from PCSE to ensure new registrations are complete and correct and to register patients onto the EMIS system accordingly and scan all paperwork related to the new patient
• To work at both Kenyon Medical Centre sites as a Care Navigator covering all aspects of working front of house
• Any other duties as requested commensurate with the grade

• Experience of working with the general public
• Experience of reception work
• Experience of working within a healthcare setting

• Educated to GCSE level or equivalent
• Knowledge of EMIS Web clinical system
• Flexibility to work outside core office hours
• Appropriate car insurance/driving licence
• Previous work references
• Active signposting or Care Navigator training
• Healthcare qualification (level
  2) or working towards gaining equivalent level

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 CRB) to check for any previous criminal convictions.