Care Navigator - Receptionist/Administrator

Job description

Job responsibilities

The Care Navigators provide a professional, efficient, and welcoming first point of contact for patients and visitors to the Practice, both face-to-face and via telephone. The post-holder will project a positive and friendly image at all times and contribute to the delivery of high-quality, patient-centred care.

The role involves receiving, assisting, and directing patients to access the most appropriate service or healthcare professional in a courteous, efficient, and effective manner, using care navigation principles. The Care Navigator plays a key role in ensuring patients receive the right care at the right time, while supporting the smooth day-to-day running of the Practice.

The post-holder will undertake a wide range of administrative duties, providing clerical and organisational support to clinical staff and the wider Practice team. This includes facilitating effective communication between patients, the primary healthcare team, secondary care services, and other associated healthcare agencies.

Duties may be varied from time to time under the direction of the Practice Manager, depending on Practice workload and staffing levels.

The role includes, but is not limited to:

• Acting as a first point of contact for patients, providing a professional and courteous reception service
• Processing patient requests for appointments, home visits, and telephone consultations, ensuring they are directed appropriately
• Using care navigation skills to signpost patients to the most suitable clinician or service, including Pharmacy First and other local services
• Managing and using the Practice appointments system effectively
• Processing online consultation requests (both clinical and administrative)
• Handling incoming telephone calls, taking accurate messages, and passing on information promptly
• Processing incoming emails and responding where appropriate
• Processing repeat prescription requests in accordance with Practice guidelines
• Scanning, coding, and filing clinical correspondence
• Maintaining accurate and up-to-date patient records through data entry and information processing
• Filing, retrieving, and managing paperwork in line with Practice procedures
• Providing general administrative and clerical support, including word processing, photocopying, and document management
• Supporting clinicians and the management team with administrative tasks as required
• Acting as a chaperone for clinicians when necessary
• Supporting reception/front-of-house duties as required
• Maintaining a clean, tidy, and welcoming reception and waiting area, including notice boards and leaflet displays
• Opening and/or closing the Practice premises and maintaining security in line with Practice protocols
• Managing outgoing mail, including franking

The post-holder will have access to sensitive and confidential information relating to patients, staff, and the Practice. All such information must be treated with the utmost confidentiality and handled in accordance with Practice policies, GDPR, and data protection legislation.

The post-holder will promote and maintain health, safety, and security within the Practice by following policies and procedures. This includes identifying risks, maintaining a safe working environment, adhering to infection control measures, and reporting any concerns.

The post-holder will support and promote equality, diversity, and inclusion by treating all patients, carers, and colleagues with dignity and respect. They will act in a non-judgmental and inclusive manner, recognising and responding to individual needs.

The post-holder will participate in training and development opportunities, including annual appraisals, and take responsibility for maintaining and developing their skills and knowledge relevant to the role.

The post-holder will contribute to maintaining high standards within the Practice by reflecting on their own performance, identifying areas for improvement, and supporting team development. They will work collaboratively with colleagues and external agencies to meet patient needs effectively.

The post-holder will communicate effectively with patients, colleagues, and external organisations. They will recognise and respond appropriately to different communication needs, ensuring clear and compassionate interactions at all times.

The post-holder will adhere to Practice policies, standards, and procedures, contributing to the effective delivery and development of services. They may also participate in audits and support improvements in patient care and operational efficiency.

Person Specification

Experience

Essential

• Experience of Microsoft Office software
• Experience of dealing with the public/patients

Desirable

• Experience of SystmOne
• Experience of Primary Care

Other

Essential

• Flexibility to additional working hours/able to work at the desired times

Knowledge and Skills

Essential

• Excellent telephone skills and ability to make appointments for patients in an efficient manner.
• Excellent general communication skills & attention to detail
• Excellent keyboard & computer skills
• Ability to assist the organisation of reception team and prioritise workflow

Desirable

• Knowledge of medical terminology

Qualifications

Essential

• Educated to GCSE level

Desirable

• A demonstrable commitment to professional development
• Typing/IT qualifications

Qualities and Attributes

Essential

• An understanding and adherence to the need for strict confidentiality
• Ability to use own judgement, resourcefulness and common sense
• Ability to work without direct supervision and determine own workload priorities
• Ability to work as part of a team
• Pleasant and articulate
• Able to work under pressure
• Able to work in a changing environment
• Able to use own initiative

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.

Employer details

Employer name

Imperial Medical Practice

Address

47-49 Imperial Road

Exmouth

Devon

EX8 1DQ

Employer's website

https://www.imperialmedicalpractice.co.uk/ (Opens in a new tab)