Job summary
A part-time Care navigator/call handler is required in a large, busy GP surgery. To receive, assist and direct patients in a courteous, efficient and effective way, navigating them to appropriate services or healthcare professionals via the telephone. Answering a high volume of calls and providing general clerical and administrative support to the Practice team as required.
Main duties of the job
A fixed working pattern to include a mix of shifts of 8am - 1pm and 1pm - 6:30pm. Approximately 16-26 hours over 4/5 days. Flexibility to cover additional sessions are needed.
Excellent communication skills and resilience are required for dealing with a high demand of calls and queries. Ensuring telephones are answered promptly and all calls are managed appropriately in a professional manner.
It is essential that you can project a positive and friendly image at all times both on the telephone and in person to patients and other visitors. Must have the ability to self-motivate during busy and demanding periods. First point of contact to all patients and other healthcare providers and visitors, both via telephone and in person. Providing an effective and efficient service at all times and offering a friendly welcome.
A confident and hardworking team player, you will be flexible and adaptable to changing and conflicting priorities and directives and have a can-do approach. Following practice policies and protocols. Promoting the use of online services and other Practice initiatives.
About us
We are a large and very busy GP training Practice with approximately 17,500 patients, working within a healthcare centre in the heart of Northfield. We have a large clinical team consisting of 7 partners, 8 salaried GPs, 3 nurses, 2 HCAs, 3 phlebotomists and 3 GP Assistants. We work alongside colleagues in neighbouring practices as part of the Bournville & Northfield Primary Care Group.
We are a friendly, supportive team and work to promote the Practice ethos to make every contact count when thriving to deliver excellent Patient care.
Job description
Job responsibilities
- First point of contact to all patients and other healthcare providers and visitors, both via telephone and in person. Providing an effective and efficient service at all times and offering a friendly welcome.
- Receiving and processing a large number of telephone calls from patients and other healthcare professionals with queries and requests for appointments. Navigating patients through a template of questions to direct them to the most appropriate source of help. Ensuring calls are answered promptly and incoming lines are covered at all times.
- A good understanding of Practice Protocols and Processes and working in accordance to these.
- Deal with general enquires, explaining practice processes and arrangements
- Ensure smooth day to day running of appointments in accordance with the practice appointment system, escalating any concerns to Reception Team Leader.
- To follow the practice protocol for the registration of new patients.
- Ensuring all Patients records are accurately maintained at all times, and information is stored appropriately.
- Distribution of paper and electronic post and complying with the practice protocol for scanning documents.
- Outbound calls to deliver messages to Patients, ensuring GDPR requirements are adhered to.
- Other administration tasks to support Practice as needed.
Confidentiality
In the course of their duties, the Reception/Care Navigator will have access to confidential information relating to patients, their carers and relatives and colleagues within and outside the practice. They may also have access to information relating to the practice as a business. All such information from any source whatsoever will be treated as strictly confidential. Information relating to patients, their carers and relatives and colleagues within and outside the practice and in relation to the practice as a business will only be shared in accordance with the practices Confidentiality Policy, the Data Protection Act and the Freedom of Information Act and in such a way that personal and sensitive patient-identifiable data is protected
Equality and Diversity
The Receptionist/Care Navigator will comply with the practices Equality and Diversity Policy, including:
Recognising the rights of patients, carers, relatives and colleagues and respecting their needs, beliefs, privacy and dignity.
Not discriminating against patients, carers, relatives or colleagues on the grounds of any of the protected characteristics in the Equality Act 2010 (or its amendments or later legislation).
Ensuring practices Equality and Diversity policy is reviewed and implemented, including taking action if discriminatory practice of any kind is identified and that regular training is in place.
Ensuring equity of access to services and equity of delivery of services to minority, marginalised or disadvantaged groups.
Supporting those who need advocacy to exercise their rights.
Respecting the rights of patients to accept or refuse treatment or a care provider.
Safeguarding
Whilst in post, Staff are expected to acquire and update their knowledge on safeguarding as per the Intercollegiate document requirements. Training must include knowledge of the Mental Capacity Act and Deprivation of Liberties.
Job description
Job responsibilities
- First point of contact to all patients and other healthcare providers and visitors, both via telephone and in person. Providing an effective and efficient service at all times and offering a friendly welcome.
- Receiving and processing a large number of telephone calls from patients and other healthcare professionals with queries and requests for appointments. Navigating patients through a template of questions to direct them to the most appropriate source of help. Ensuring calls are answered promptly and incoming lines are covered at all times.
- A good understanding of Practice Protocols and Processes and working in accordance to these.
- Deal with general enquires, explaining practice processes and arrangements
- Ensure smooth day to day running of appointments in accordance with the practice appointment system, escalating any concerns to Reception Team Leader.
- To follow the practice protocol for the registration of new patients.
- Ensuring all Patients records are accurately maintained at all times, and information is stored appropriately.
- Distribution of paper and electronic post and complying with the practice protocol for scanning documents.
- Outbound calls to deliver messages to Patients, ensuring GDPR requirements are adhered to.
- Other administration tasks to support Practice as needed.
Confidentiality
In the course of their duties, the Reception/Care Navigator will have access to confidential information relating to patients, their carers and relatives and colleagues within and outside the practice. They may also have access to information relating to the practice as a business. All such information from any source whatsoever will be treated as strictly confidential. Information relating to patients, their carers and relatives and colleagues within and outside the practice and in relation to the practice as a business will only be shared in accordance with the practices Confidentiality Policy, the Data Protection Act and the Freedom of Information Act and in such a way that personal and sensitive patient-identifiable data is protected
Equality and Diversity
The Receptionist/Care Navigator will comply with the practices Equality and Diversity Policy, including:
Recognising the rights of patients, carers, relatives and colleagues and respecting their needs, beliefs, privacy and dignity.
Not discriminating against patients, carers, relatives or colleagues on the grounds of any of the protected characteristics in the Equality Act 2010 (or its amendments or later legislation).
Ensuring practices Equality and Diversity policy is reviewed and implemented, including taking action if discriminatory practice of any kind is identified and that regular training is in place.
Ensuring equity of access to services and equity of delivery of services to minority, marginalised or disadvantaged groups.
Supporting those who need advocacy to exercise their rights.
Respecting the rights of patients to accept or refuse treatment or a care provider.
Safeguarding
Whilst in post, Staff are expected to acquire and update their knowledge on safeguarding as per the Intercollegiate document requirements. Training must include knowledge of the Mental Capacity Act and Deprivation of Liberties.
Person Specification
Experience
Desirable
- Experience of working in a GP practice
- Knowledge of EMIS system
Qualifications
Essential
- Educated to GCSE standard
Person Specification
Experience
Desirable
- Experience of working in a GP practice
- Knowledge of EMIS system
Qualifications
Essential
- Educated to GCSE standard
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.
