Vine Medical Group

Care Navigator / Medical Receptionist

This job is now closed

Job summary

We are a friendly, dynamic GP practice based in Waterlooville and have enjoyed a period of growth in recent years. We are now looking to recruit someone into our reception team and are looking to appoint a motivated and dedicated Call Handler/Receptionist to work across our sites in Waterlooville.

Main duties of the job

Working as part of a team to respond to a high level of inbound calls and patient queries.

Communicate effectively with patients and team members both face-to-face, or via telephone or other platforms.

Utilise customer service or call handler experience to provide an excellent experience for patients who contact our practice.

A full job description is available on request.

We offer competitive rates of pay, NHS pension scheme, a supportive working environment and a setting where career development and progression is encouraged and supported.

A successful candidate must be able to work 08:00-13:00 Monday to Thursday and 08:00-18:30 on a Friday, with occasional weekend and evening work forming part of their rota.

About us

Vine Medical Group is one of the largest practices in the locality with a patient list in excess of 26500. This larger size means more diverse learning, development and research opportunities are possible to aid with longer term career development goals.

Date posted

08 September 2023

Pay scheme

Other

Salary

£10.42 to £10.84 an hour

Contract

Permanent

Working pattern

Part-time, Flexible working

Reference number

A3798-23-0013

Job locations

Forest End Site

Forest End Road

Waterlooville

Hampshire

PO7 7AH

Waterlooville Health Centre

Dryden Close

Waterlooville

Hampshire

PO7 6AJ

Vine Medical Group

Lavender Road

Waterlooville

Hampshire

PO7 8NS

Job description

Job responsibilities

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Support in navigating the health system by being the initial point of contact and connecting with the right teams within the Primary Care Network with aim of improving and supporting continuity of care.

Main duties and responsibilities:

Perform an initial assessment of patients needs over the telephone, face to face and online services in accordance with patients preferred method of communication.

Be the initial point of contact for patients accessing the practice.

Play a pivotal role in enabling patient access and onwards referral to other healthcare services.

When appropriate signpost patients to other services and self help in accordance with the protocols and policies. Seeking guidance when required.

Advise patients of the triage outcome of their initial enquiry; communicate this to the patient in the manner they would like to receive it.

Communicate clearly, sensitively and effectively with patients, family members and other professionals

Assist with the continuity of care for patients by maximising the appointment system and being familiar with all options available such as group consultation, Collaborative Practice and Enhanced Access appointments.

Provide information on when and how the patient (and carer) can contact the relevant person/professional.

Help to identify and invite patients that could benefit from workshops and group consultations to improve access to clinical advice for specific conditions.

Assist the wider clinical team as patient health champions and being aware of initiatives which could benefit patients.

Actively seek to optimize the patients' experience and access to healthcare and understand the importance to health promotion.

Promote and assist patients to use the Surgery Pod in waiting rooms to accurately record patients health readings.

Strive to maintain timeliness of patient appointments by effectively communicating with providers' teams when a patient arrives.

Assist in the identification and processing of identified patient cohorts and work within the principle of person-centred care.

Demonstrate awareness and basic understanding of safeguarding policy and how to report concerns.

Commit to the care navigation training and professional development and demonstrate willingness to learn and develop within the role.

Work safely at all times in accordance with Legislative requirements and Practice Policy and Procedures.

This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any reasonable duties which may be requested from time-to-time.