Job summary
The Old School Surgery and UWE Health centre Frenchay, are looking to appoint a highly motivated Care Navigator to enhance and
support our hardworking & friendly reception team.
Full and part time hours considered, and 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, and you must have the right to work in the UK.
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
The Old School Surgery is based in a beautiful old Victorian school, set opposite the lovely central Fishponds Park and St Marys Church. We have a branch surgery at the University of the West of England housed in the middle of this vibrant University.Excellent, enthusiastic and competent nursing and support teams.
Strong green ethos - Old School Surgery is a Greener Practice.
Pharmacy team of 10 to deal with majority of prescription requests and queries.
Responsibility for local care homes.
Strong links with local social prescribing service with social prescriber working within the practice
Health and well-being staff representative.
Daily breaks, lunchtime meet up, free fresh coffee and tea, fresh fruit and snacks
Whatsapp Groups to keep you in the know and socialise
Positive social purpose commitment to reducing health inequalities in our patients.
Easy cycling and road links and a secure bike shed with heated clothes dryer, changing room and shower facilities. We offer the cycle to work scheme (two of them in fact to get the best range of cycles available)
Amazing private staff sun terrace with comfortable sofas, umbrellas and space to chill.
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.
