Job summary
UWE Healthcentre Frenchay and The Old School Surgery, are looking to appoint a highly motivated Care Navigator to enhance and
support our hardworking & friendly reception team.
This post is a part time role to work all day Mondays, Tuesdays and Fridays. You must be available to work these days every week. This will also include very occasional Saturdays.
You will be required to work across both of our sites subject to business need.
Unfortunately we do not offer sponsorship for this role.
Strictly no recruitment agencies.
Due to the high number of applicants, we cannot provide individual feedback.
Main duties of the job
Being a first point of contact for our patients, whether it be face to face or by the telephone, to offer support and guidance on choosing the right service at the right time.
Dealing with administrative tasks behind the scenes, processing incoming documents from third parties, prescriptions, GP Requests and much more.
Being friendly and welcoming to all patients with the ability to remain calm and professional when dealing with difficult situations.
Using our online patient access system (Klinik) to monitor online patient requests, and triage patients accordingly.
Booking appointments for GP clinics and other practice
clinicians as required ensuring correct information is provided.
Ensuring that accurate information and messages are passed
to the Doctors and other surgery staff.
Dealing with all telephone queries/requests from patients
and acting as a liaison with GPs and other practice clinicians.
To participate in in-house training, or other training as
required.
To respect and maintain all aspects of confidentiality
relating to Patients, Staff and Practice.
Any other duties which might reasonably be expected of the
post.
About us
UWE Frenchay is a modern campus, with great shops and restaurants on site. We are close to Abbey wood retail park and Bristol Parkway station, with excellent transport links.
Healthy Work life balance with social 'do's' in and out of the Practice
We have an ethos of team work and support and we offer our team:
Access to our in house Wellbeing team and Mental Health First Aiders, WhatsApp groups to keep you in the 'know' and socialise, a newly refurbished break room with free fresh ground coffee from a state of the art bean to cup coffee machine, fresh fruit, snacks, chilled spring water, herbal teas etc.
Access to the NHS pension.
Cycle to Work scheme.
We love working here and we are sure you will too!
Job description
Job responsibilities
Primary Responsibilities
The following are the core responsibilities for the role. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
Maintain and monitor the practice appointment system.
Identify and book appointments and home visits in line with practice protocols.
Process personal, telephone and e-requests for appointments.
Deal with vulnerable people safely and appropriately as they present in person or by telephone.
Answer incoming telephone calls, transferring calls or dealing with the callers request appropriately.
Understand how to prioritise patients in need of urgent medical attention who present to reception in person or by telephone and direct them appropriately.
Deal with requests from patients and clinical team members for emergency calls, following protocols and dialling 999 as required.
Signpost patients to correct services.
Process incoming and outgoing mail.
Initiating contact with and responding to, requests from patients, team members and external agencies.
Liaising with external agencies such as hospitals and community services.
Photocopy documentation as required.
Data entry of new and temporary registrations and relevant patient information as required.
Input data into the patients healthcare records as necessary.
Process requests for information including Subject Access Requests (SARs), insurance and solicitors letters and DVLA forms, etc. to the administration team.
Advise patients of relevant charges for private services and accept payments in line with practice protocols.
Manage all queries (including administrative queries) as necessary in an efficient manner.
Maintain a clean, tidy, effective working area.
Monitor and maintain the reception area.
Support all clinical staff with general tasks as requested.
Assist with any other duties that may be required to ensure the smooth running of the practice.
Support other reception and administrative staff, providing cover during staff absences.
Complete opening and closing procedures in accordance with the duty rota and protocols.
Job description
Job responsibilities
Primary Responsibilities
The following are the core responsibilities for the role. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
Maintain and monitor the practice appointment system.
Identify and book appointments and home visits in line with practice protocols.
Process personal, telephone and e-requests for appointments.
Deal with vulnerable people safely and appropriately as they present in person or by telephone.
Answer incoming telephone calls, transferring calls or dealing with the callers request appropriately.
Understand how to prioritise patients in need of urgent medical attention who present to reception in person or by telephone and direct them appropriately.
Deal with requests from patients and clinical team members for emergency calls, following protocols and dialling 999 as required.
Signpost patients to correct services.
Process incoming and outgoing mail.
Initiating contact with and responding to, requests from patients, team members and external agencies.
Liaising with external agencies such as hospitals and community services.
Photocopy documentation as required.
Data entry of new and temporary registrations and relevant patient information as required.
Input data into the patients healthcare records as necessary.
Process requests for information including Subject Access Requests (SARs), insurance and solicitors letters and DVLA forms, etc. to the administration team.
Advise patients of relevant charges for private services and accept payments in line with practice protocols.
Manage all queries (including administrative queries) as necessary in an efficient manner.
Maintain a clean, tidy, effective working area.
Monitor and maintain the reception area.
Support all clinical staff with general tasks as requested.
Assist with any other duties that may be required to ensure the smooth running of the practice.
Support other reception and administrative staff, providing cover during staff absences.
Complete opening and closing procedures in accordance with the duty rota and protocols.
Person Specification
Experience
Essential
- Previous experience working with people
- Driven to give the best possible patient experience
Desirable
- Experience of working in primary care
Qualifications
Essential
- Educated to GCSE level or equivalent
- GCSE Mathematics & English C or above
Person Specification
Experience
Essential
- Previous experience working with people
- Driven to give the best possible patient experience
Desirable
- Experience of working in primary care
Qualifications
Essential
- Educated to GCSE level or equivalent
- GCSE Mathematics & English C or above
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.
