Care Navigator

The Care Navigator will be the first point of contact for patients with the surgery. The role will be to optimise the patient's journey and be an ambassador for the practice. The purpose of the post holder is to take every opportunity to ensure that patients presenting issue is managed appropriately and that the patients are up-to-date with their routine appointments. This will be a telephone triage role as well as walk-in appointments which are presented at the surgery reception. Main duties of the job 1. Provide clear concise information to patients and understand the importance of discretion and confidentiality. 2. Good communication skills and a calm manner. Be able to put patients rapidly at their ease and give them the space and time to explain their needs. 3. After appropriate training employ a variety of questioning techniques in order to develop a full picture of the nature of the patients problem. 4. Identify potentially serious problems and bring those to the immediate attentions of the correct clinician; i.e. Total Triage Team. 5. For less serious problems negotiate with the patient and identify an appropriate professional to see them. 6. Build strong relationships with all direct team members, clinicians and recognised healthcare professionals in the practice as a scarce resource to be used appropriately. 7. Develop and maintain an in depth knowledge and understanding of the services provided in the practice and in the winder health community, be able to use this knowledge to guide the patient to the service which is most likely to meet their needs, whether inside or outside the practice. 8. Be able to distinguish real priorities from cases of unnecessary panic, be able to reassure and manage these situations. Demonstrate assertiveness without being domineering, The Care Navigator will be the first point of contact for patients with the surgery. The role will be to optimise the patients journey and be an ambassador for the practice. The purpose of the post holder is to take every opportunity to ensure that patients presenting issue is managed appropriately and that the patients are up-to-date with their routine appointments. This will be a telephone triage role as well as walk-in appointments which are presented at the surgery reception. Shifts available are 07:45-13:45 and 12:30-18:30., The Care Navigator will be the first point of contact for patients with the surgery. The role will be to optimise the patients journey and be an ambassador for the practice. The purpose of the post holder is to take every opportunity to ensure that patients presenting issue is managed appropriately and that the patients are up-to-date with their routine appointments. This will be a telephone triage role as well as walk-in appointments which are presented at the surgery reception.

• Ideally A Level or equivalent experience.
• Knowledge of NHS and Services provided in community.
• Experience in other public facing roles especially NHS Roles and appreciation of services set up.
• Strong customer service awareness, including strong communication skills.
Experience Essential
• Experience of work in customer service/health sector across multiple functions.
• Experienced in process thinking and customer service improvement.
• Proven track record of successful communication with general public empathy/caring person.
• Strong analytical and influencing skills.
• Excellent communication skills, relationship management, and comfortable working with the general public.
• Logical thinker who can provide a rational for decisions made.
• Able to develop relationships to form a network of contacts.
• Flexible team player who recognises the value and importance of working in a team and getting the job done.
• Ability to think of the situation presented by the patient and be able to judge the desired outcome.
• IT Skills.
Person Specification Qualifications Essential
• Ideally A Level or equivalent experience.
• Knowledge of NHS and Services provided in community.
• Experience in other public facing roles especially NHS Roles and appreciation of services set up.
• Strong customer service awareness, including strong communication skills.
Experience Essential
• Experience of work in customer service/health sector across multiple functions.
• Experienced in process thinking and customer service improvement.
• Proven track record of successful communication with general public empathy/caring person.
• Strong analytical and influencing skills.
• Excellent communication skills, relationship management, and comfortable working with the general public.
• Logical thinker who can provide a rational for decisions made.
• Able to develop relationships to form a network of contacts.
• Flexible team player who recognises the value and importance of working in a team and getting the job done.
• Ability to think of the situation presented by the patient and be able to judge the desired outcome.
• IT Skills.
  
  Green Valleys health is merged practices comprising of Leap Valley Surgery, Emersons Green and Abbotswood. We have 18,837 patients. We have 4 Partners currently, 10 salaried GP's. We are a committed team of clinical and non-clinical staff who are empathetic and compassionate in the roles that we do.