Job summary
We are seeking someone with
experience of working, and leading teams, within a
patient focused setting who will work 37.5 hours per week
Monday-Friday.
To support the Care Navigator role and provide first point of
contact for all patients and acts as a focal point of communication between
patients, doctors and other medical staff. You will support our patients
to ensure that they are signposted to the correct service, offering self-help advice or booking with
an appropriate clinician in the practice's multi-disciplinary team.
The ideal candidate should have excellent customer service skills a
polite telephone manner, great attention to detail, with excellent
communication skills, computer literate and be able to multitask in a
fast-paced environment.
We are a hardworking, efficient, and innovative Practice that is always
striving to improve the care that we offer. We are a part of 'Healthier South
Wirral'; a fantastic PCN which is working to deliver innovative, efficient, and
effective ways of working to meet the needs of the local patient demographic.
Main duties of the job
Support the Clinical Triage Team via Patchs
To work collaboratively with other teams and services to maintain an
effective and efficient service
Responsible for the day-to-day supervision of Care Navigators and
associated functions ensuring they are carried out in accordance with agreed
procedures, protocols, and timescales. Reporting to the Practice
Manager/Operations Manager as necessary.
Ensure that any new service development reflects the need to demonstrate
high quality service provision and compliance with appropriate CQC Standards.
To lead and support the Care Navigation team ensuring excellent
communication.
To offer general assistance to the practice team and project a positive
and friendly attitude to the team, patients, and other visitors, either in
person or via the telephone.
Act as a role model to the Care Navigation team, supporting, motivating,
and promoting staff relations.
About us
Eastham Group Practice is a dynamic practice providing health and care
to 11,300 residents of Bromborough, Eastham & surrounding areas.
Job description
Job responsibilities
Prepare staff rotas and organise cover as
needed, ensuring all staff are aware of their duties and responsibilities.
Ensure adequate staffing levels: organise holiday/sick
rotas in line with agreed policy liaising with Practice Manager/Operations
Manager.
To support and promote patient triage in line
with Care Navigation.
To lead the reception team and support the
members to identify training needs by assessing skills of the individual. To allocate adequate time for all learning.
Support the team with difficult
situations/queries. Identifying what
went well and what could have gone better.
Ensure all new reception staff receive an
induction programme.
To promote team building, teamwork, and
cooperation.
Maintain and manage all general reception
duties. Ensure the open and close policy
is carried out daily and the rooms have been allocated to practice members.
Communicate with the team on a weekly basis,
ensuring the team are kept up to date with any relevant changes in services or
workflows.
To oversee the performance of the team members
addressing any concerns directly to the Senior Management Team.
Communicate and feedback to the SMT on a weekly
basis.
Manage patient feedback and complaints in-line
with the NHS complaints procedure and practices zero tolerance.
Participate in audit where appropriate.
Attend meetings (GSF)
Implement and apply practice policies,
standards, and guidance.
Oversee and delegate daily tasks.
Deputise to Team Leaders in Reception
Job description
Job responsibilities
Prepare staff rotas and organise cover as
needed, ensuring all staff are aware of their duties and responsibilities.
Ensure adequate staffing levels: organise holiday/sick
rotas in line with agreed policy liaising with Practice Manager/Operations
Manager.
To support and promote patient triage in line
with Care Navigation.
To lead the reception team and support the
members to identify training needs by assessing skills of the individual. To allocate adequate time for all learning.
Support the team with difficult
situations/queries. Identifying what
went well and what could have gone better.
Ensure all new reception staff receive an
induction programme.
To promote team building, teamwork, and
cooperation.
Maintain and manage all general reception
duties. Ensure the open and close policy
is carried out daily and the rooms have been allocated to practice members.
Communicate with the team on a weekly basis,
ensuring the team are kept up to date with any relevant changes in services or
workflows.
To oversee the performance of the team members
addressing any concerns directly to the Senior Management Team.
Communicate and feedback to the SMT on a weekly
basis.
Manage patient feedback and complaints in-line
with the NHS complaints procedure and practices zero tolerance.
Participate in audit where appropriate.
Attend meetings (GSF)
Implement and apply practice policies,
standards, and guidance.
Oversee and delegate daily tasks.
Deputise to Team Leaders in Reception
Person Specification
Qualifications
Essential
- GCSE grade A to C or 9-4 in English and Maths
- Ability to work in high pressure environment with multiple priorities;
- Ability to adapt quickly and prioritise workflow
- Ability to handle difficult scenarios in a calm and effective manner
- Strong written and verbal communication skills required
- Knowledge of MS Office required Knowledge
Desirable
- Previous experience working in a medical office environment preferred.
- Knowledge of EMIS
- Knowledge of Patchs or other digital consultation platforms
Person Specification
Qualifications
Essential
- GCSE grade A to C or 9-4 in English and Maths
- Ability to work in high pressure environment with multiple priorities;
- Ability to adapt quickly and prioritise workflow
- Ability to handle difficult scenarios in a calm and effective manner
- Strong written and verbal communication skills required
- Knowledge of MS Office required Knowledge
Desirable
- Previous experience working in a medical office environment preferred.
- Knowledge of EMIS
- Knowledge of Patchs or other digital consultation platforms
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.
