Care Navigator (Reception)

Job description

Job responsibilities

The following are the core responsibilities of the Receptionist (Care Navigator). There may be, on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels:

a. Process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition

b. Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately

c. Process patient requests for appointments

d. Process repeat prescription requests

e. Initiate contact with and respond to requests from patients, team members and external agencies

f. Enter read-code data on the Emis clinical system

g. Photocopy documentation as required

h. Data entry of new and temporary registrations and relevant patient information as required

i. Input data into the patients healthcare records as necessary

j. Direct requests for information, e.g. SAR, insurance/solicitors letters and DVLA forms, to the administrative team

k. Manage all queries as necessary in an efficient manner

l. Carry out system searches as requested

m. Maintain a clean, tidy, effective working area at all times

n. Monitor and maintain the reception area and noticeboards

o. Support all clinical staff with general tasks as requested

In addition to the primary responsibilities, the Receptionist (Care Navigator) may be requested to:

1. Participate in practice audit as directed by the audit lead

2. Support administrative staff, providing cover during staff absences

3. Action incoming faxes when necessary

4. Scan patient-related documentation and attach scanned documents to patients healthcare records

5. Complete opening and closing procedures in accordance with the duty rota

6. As required, support the Prescription Clerk in the management of repeat prescriptions, ensuring that they are processed accurately and efficiently

7. Order and monitor stationery supplies

Person Specification

Qualifications

Essential

• Educated to GCSE level or equivalent

Desirable

• Active signposting or Care Navigator training qualification
• Healthcare qualification (level 2) or working towards gaining equivalent level
• Customer service qualification (NVQ) or equivalent

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Problem solver with the ability to process information accurately and effectively, interpreting data as required
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure / in stressful situations
• Able to communicate effectively and understand the needs of the patient
• Effectively utilises resources
• Punctual and committed to supporting the team effort

Experience

Essential

• Excellent communication skills (written and oral)
• Strong IT skills,
• Clear, polite telephone manner
• Effective time management (planning & organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Ability to follow clinical policy and procedure

Desirable

• Competent in the use of Office and Outlook
• EMIS user skills

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

The Lennard Surgery

Address

1-3 Lewis Road

Bedminster Down

Bristol

BS13 7JD

Employer's website

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