Assistant Care Navigator Supervisor

• Support safe care navigation by adhering to agreed protocols, recognising red flag symptoms, and escalating urgent or complex cases appropriately
• Assist in interviewing, inducting and training new care navigation staff to agreed standards
• Where required, assist in completing annual appraisals for care navigators in line with Practices guidelines
• Assist in ensuring adequate staffing levels, organising rotas, and in approving annual and other leave, in line with agreed policy
• Assist in ensuring adequate reception and associated facilities for practice, ICB and other in-house providers associated with the practice
• Prepare and print Room Allocation Rota of clinical rooms
• Assist in overseeing learning events and take any necessary action from outcomes
• Support the management of patient concerns and complaints, ensuring appropriate escalation and resolution
• Assist in maintaining the care navigation tool
• Support in monitoring private fees work
• Assist in reviewing telephone data and taking any necessary action to improve service and processes
• Fire Warden duties including the checking of systems
• Continually assess and evaluate systems, recommending changes and improvements to the Care Navigator Supervisor as appropriate
• Assist in completing care navigator audits, and clinical staff audit projects as necessary
• Assist in SystmOne clinical reports and Accurx batch messages, with appropriate supervision
• Support the practice in the management of chronic diseases through regular recall messages to patients
• Assist Care Navigator Supervisor to write and maintain any reception policies and procedures
• Advertise and organise any surgery closures and late-night clinics
• Making effective use of training to update knowledge and skills, and assist with initiating and managing the training of others
• Producing the quarterly Practice newsletter, liaising with different Practice departments and Team Leaders for appropriate copy
• Regularly maintain footage for the Practice television screen in the waiting room, Practice website and FaceBook with up to date information, removing any out of date pages and details
• Deputise for Care Navigator Supervisor in her role as Homeless Lead for the practice
• Deal with general telephone enquiries from patients and general public
• Deal with more complex enquiries from patients
• Inform patients of laboratory report results as appropriate
• Key in patient identification data to computer
• Register new patients, checking automated registrations and processing manual registrations
• Monitor archive filing
• Manage the various appointments, in line with agreed policies
• Make appointments for patients to see doctors, nurses and other clinical staff associated with the practice, in line with agreed policies
• Record requests for house calls/visits, in line with agreed policies
• Record messages for doctor, nurse and administrative staff
• The post holder will not provide clinical advice and will refer clinical questions to appropriate staff
• Usual roles of a care navigator should be fulfilled
• The above list of duties is not exhaustive and may be subject to change as deemed necessary.

Essential

• Excellent communication skills (written and oral)
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Strong SystmOne skills
• 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

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