Reception Care NavigatorNHS

Job summary

This is an exciting opportunity to join Second Street Surgery. The role of the Reception Care Navigator is to ensure that patients are assisted courteously, efficiently and with empathy, and to support other members of the practice team. The Care Navigator will be based in Second Street Surgery and will act as the first point of call for patients; receiving and directing them to the most appropriate care and services and answering their enquiries. Experience is preferred but not essential as training can be given to the right candidate

Interviews will take place on Thursday 27th August.

Main duties of the job

The ideal candidate will have excellent communication, listening and interpersonal skills and be able to handle difficult situations professionally and calmly.

They will be expected to work closely with their colleagues and clinicians so they should be a good team player and be able to prioritise a wide range of clerical and administration duties in a busy environment. Good typing, IT skills and experience using EMIS Web would be beneficial.

The successful applicant will be supported with full training on all aspects of this role. The main duties will include:

Greeting patients and visitors in a friendly, professional manner

Answering telephone calls and booking appointments

Managing and updating patient records accurately

Handling patient enquiries and signposting appropriately

Supporting clinicians and the wider administrative team

Job description

The main purpose of the job is to provide reception and administrative support to the GP Practice to ensure the medical and nursing staff can provide an effective, efficient and caring service to the practice population.

MAJOR DUTIES AND RESPONSIBILITIES

Carry out recall for patients with long term conditions including patients with complex care needs and learning disabilities.

Asist with administration aspect of setting up and booking COVID and flu clinics.

Ensure efficient operation of the appointment system and monitor the flow of patients into consulting and treatment rooms.

Explain practice arrangements and formal requirements to new patients, and those seeking temporary cover. Ensure registration procedures are completed.

Respond to all queries and requests for assistance from patients and other visitors.

Take and process requests for repeat prescriptions. Ensure that the patient is aware of when the prescription will be ready for collection.

Using a triage system to signpost patient to services and clinicians that will meet their needs.

Manage eConsults and practice email.

Receive and make calls as required. Divert calls and take messages as appropriate.

Open up the premises at the start of day and make all necessary preparation to receive patients. Ensure that the system is operational at the beginning of each day.

Scan and clinical coding of hospital letters and other correspondence.

Any other duties the management feel appropriate to the role.

ADDITIONAL REQUIREMENTS OF THE POST

An understanding, acceptance and adherence to the need for strict confidentiality.

An ability to use own judgement, resourcefulness, common sense, and local knowledge to respond to patients' enquiries and requests.

Keyboard skills necessary to undertake responsibilities involving use of the practice's clinical computer system.

Needs to work effectively as a member of the Reception team, other Practice members and the wider primary healthcare team.

High degree of flexibility in hours worked required. Work additional shifts to cover staff absence and attend staff meetings outside of normal working hours.

To assist in maintaining their own and others health and safety.

To support the equality, diversity and right of patients, carers and colleagues.

About us

You will be part of a welcoming and supportive team that works closely together to ensure patients feel cared for and valued. We have a positive, friendly atmosphere where everyone helps one another and takes pride in their work. Our strong work ethic is built on teamwork, reliability, and a shared commitment to providing the best possible service for our patients