Job summary
Due to internal promotion, we are now
looking to recruit Care Navigators to join our team on a
permanent basis.
You will need to have at least 2 years experience in a customer service-based role and/or working as part of a team within a very busy and, at times pressurised, office environment.
Initiative, empathy, good written and verbal communication skills, resilience, confidentiality and common sense are essential as you will be dealing with sensitive confidential information on a daily basis.
Main duties of the job
- To provide a reception service for all patients and visitors reporting to the reception desk including appointment bookings, prescription requests and other queries such as explaining practice protocols where relevant e.g., home visit protocol.
- To receive and deal with incoming telephone calls into the Practice ensuring that patients are dealt with by the right person, in the right way at the right time.
- To be aware of the different services available to patients and ensure patients are being navigated to the right clinician or service, which may be face-to-face, over the telephone or using on-line systems following the processes set down in Practice protocols. To ensure that all communication with patients using all media is done safely, securely, and accurately.
- To give appropriate advice in cases of emergencies by following protocols e.g., chest pain protocol.
About us
Larwood Health Partnership is a GP Practice based over 4 sites. We believe in delivering a first-class service to our patients and are rated as Outstanding by CQC. Our patient list size continues to grow and as a result we are looking for a conscientious individual to complement our team of expert Care Navigators/Clinical Administrators.
Job description
Job responsibilities
-
To
provide a reception service for all patients and visitors reporting to the
reception desk including appointment bookings, prescription requests and other
queries such as explaining practice protocols where relevant e.g., home visit
protocol.
-
To
receive and deal with incoming telephone calls into the Practice ensuring that
patients are dealt with by the right person, in the right way at the right time.
-
To
be aware of the different services available to patients and ensure patients
are being navigated to the right clinician or service, which may be
face-to-face, over the telephone or using on-line systems following the
processes set down in Practice protocols. To ensure that all communication with
patients using all media is done safely, securely, and accurately.
-
To
give appropriate advice in cases of emergencies by following protocols e.g.,
chest pain protocol.
-
To obtain all relevant information from service
users, using the demographic protocol (name, date of birth, address) and input
information into the patients healthcare records as necessary, in order to aid
clinicians.
-
To
record relevant information on the appointment system e.g., the reason for
the appointment, the reason for the home visit request, the reason why the
patient needs more medication etc.
-
To process any documentation and tasks in
accordance with current protocols, ensuring any clinical tasks and messages are
followed up as requested by other members of the team.
-
To
discuss electronic services with patients and enroll them onto the appropriate
systems.
-
To print out patient reports e.g., home visit
reports and ensure that all clinical/non-clinical correspondence has been
distributed to Practice members.
-
To issue repeat prescriptions once trained, via
all platforms.
-
To
chaperone clinicians when required to do so, after appropriate training, and
ensuring appropriate documentation.
-
To
respond to patients in emergencies, including assisting with CPR if required,
reacting to activated panic alarms in accordance with practice protocols.
-
To liaise with the clinical/admin safeguarding
leads for all safeguarding queries including looked after children, think
family, reporting and actioning any tasks.
-
To
deal with informal complaints wherever possible.
-
To
share knowledge and have input in the development of office protocols and
changes to processes.
-
To
ensure any external visitors to the practice sign in and out.
-
To
undertake general administrative duties including photocopying, franking.
-
To
secure and lock up the premises, where trained, following Practice protocols.
Job description
Job responsibilities
-
To
provide a reception service for all patients and visitors reporting to the
reception desk including appointment bookings, prescription requests and other
queries such as explaining practice protocols where relevant e.g., home visit
protocol.
-
To
receive and deal with incoming telephone calls into the Practice ensuring that
patients are dealt with by the right person, in the right way at the right time.
-
To
be aware of the different services available to patients and ensure patients
are being navigated to the right clinician or service, which may be
face-to-face, over the telephone or using on-line systems following the
processes set down in Practice protocols. To ensure that all communication with
patients using all media is done safely, securely, and accurately.
-
To
give appropriate advice in cases of emergencies by following protocols e.g.,
chest pain protocol.
-
To obtain all relevant information from service
users, using the demographic protocol (name, date of birth, address) and input
information into the patients healthcare records as necessary, in order to aid
clinicians.
-
To
record relevant information on the appointment system e.g., the reason for
the appointment, the reason for the home visit request, the reason why the
patient needs more medication etc.
-
To process any documentation and tasks in
accordance with current protocols, ensuring any clinical tasks and messages are
followed up as requested by other members of the team.
-
To
discuss electronic services with patients and enroll them onto the appropriate
systems.
-
To print out patient reports e.g., home visit
reports and ensure that all clinical/non-clinical correspondence has been
distributed to Practice members.
-
To issue repeat prescriptions once trained, via
all platforms.
-
To
chaperone clinicians when required to do so, after appropriate training, and
ensuring appropriate documentation.
-
To
respond to patients in emergencies, including assisting with CPR if required,
reacting to activated panic alarms in accordance with practice protocols.
-
To liaise with the clinical/admin safeguarding
leads for all safeguarding queries including looked after children, think
family, reporting and actioning any tasks.
-
To
deal with informal complaints wherever possible.
-
To
share knowledge and have input in the development of office protocols and
changes to processes.
-
To
ensure any external visitors to the practice sign in and out.
-
To
undertake general administrative duties including photocopying, franking.
-
To
secure and lock up the premises, where trained, following Practice protocols.
Person Specification
Qualifications
Essential
- Good standard of general education (5 or more GCSE grade 4 (C) or above)
- GCSE Maths grade 4 (C) or above or equivalent
- GCSE English grade 4 (C) or above
Experience
Essential
- 2 years experience of working in customer service based role and/or working as part of a team within a very busy and, at times pressurised, office environment
Desirable
- 2 years of reception work
- Experience of working within General Practice
Skills
Essential
- Excellent communication skills (written, oral, listening)
- IT Skills
- Clear, polite, telephone manner
- Interpersonal skills
- Problem Solving skills
- Confidential
Desirable
- Knowledge of SystmOne IT system
Person Specification
Qualifications
Essential
- Good standard of general education (5 or more GCSE grade 4 (C) or above)
- GCSE Maths grade 4 (C) or above or equivalent
- GCSE English grade 4 (C) or above
Experience
Essential
- 2 years experience of working in customer service based role and/or working as part of a team within a very busy and, at times pressurised, office environment
Desirable
- 2 years of reception work
- Experience of working within General Practice
Skills
Essential
- Excellent communication skills (written, oral, listening)
- IT Skills
- Clear, polite, telephone manner
- Interpersonal skills
- Problem Solving skills
- Confidential
Desirable
- Knowledge of SystmOne IT system
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.
