Care Navigator / Medical Receptionist

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.

Person Specification

Qualifications

Essential

• Good standard of general education with GCSE Mathematics and GCSE English, or equivalent, grade C or above.

Desirable

• NVQ Level 2 in Customer Service or equivalent

Experience

Essential

• Experience of working in a customer service environment
• Experience of dealing with a wide range of the public

Desirable

• Experience of working in primary care or other medical setting.

Knowledge & Skills

Essential

• Excellent communication skills (written and oral).
• Good IT skills with a working knowledge of Microsoft 365.
• High level of attention to detail and accuracy.
• Problem solving skills.

Desirable

• Knowledge of IT software within a primary care or medical setting.

Employer details

Employer name

Vine Medical Group

Address

Forest End Site

Forest End Road

Waterlooville

Hampshire

PO7 7AH

Employer's website

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