St Wulfstan Surgery

Care Navigator

This job is now closed

Job summary

We have an exciting opportunity to join our friendly Care Navigator team, working front of house at St Wulfstan Surgery in Southam, Warwickshire.

Our Surgery has an excellent reputation and is rated Outstanding by the Care Quality Commission. Our Care Navigator team scored exceptional results in the National GP Patient Survey 2024, with 100% of patients saying they found them helpful.

The successful candidate will work as part of a team welcoming patients and visitors to the surgery, booking appointments with the most appropriate professional and processing repeat prescriptions. As part of our Care Navigator team, you will offer general assistance to the Practice and undertake a variety of administrative duties. The role also offers an opportunity to develop and progress within the Practice team.

We are looking for someone with a great telephone manner who is able to work on their own initiative, as well as part of a small, dynamic team, and who can work effectively in a busy environment. The successful candidate must have a good standard of numeracy and literacy and be computer literate. Excellent interpersonal and communication skills, both verbal and written, are essential.

Previous experience of working in a GP practice reception would be an advantage but is not essential, as full training will be given.

The post is permanent and the hours are negotiable, up to full time.

Interviews will be held week commencing 26th August 2024

Main duties of the job

Welcoming patients and visitors to the surgery, dealing with telephone enquiries from patients and other stakeholders, booking appointments, processing repeat prescriptions, providing general assistance to the Practice and undertaking a variety of administrative duties.

About us

We are a CQC rated Outstanding practice who have very high levels of patient satisfaction. In the 2024 National GP Patient Survey, our Care Navigator team were rated as Good by 100% of our respondents.

Our practice motto is care, compassion and quality and we practice this ethos in everything we do.

Date posted

12 August 2024

Pay scheme

Other

Salary

£11.50 an hour

Contract

Permanent

Working pattern

Full-time

Reference number

A4164-24-0000

Job locations

Northfield Road

Southam

Warwickshire

CV47 0FG

Southam Clinic

Pendicke Street

Southam

Warwickshire

CV47 1PF

Job description

Job responsibilities

Offer general assistance to the Practice team and project a positive, professional and friendly image to patients and other visitors, either in person or via the telephone

Receive, assist and direct patients in accessing the appropriate appointment and service or healthcare professional in a courteous, efficient and effective way

Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of clerical support to clinical staff and other members of the Practice team

Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies Duties and Responsibilities: The duties and responsibilities to be undertaken by members of the Practice Care Navigator team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of any Manager, dependent on current and evolving Practice workload and staffing levels:

Appropriately processing telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional/service

Processing repeat prescription requests and ensuring that they are ready for the patient within 48 hours, in accordance with practice guidelines

Processing and recording patient information on the clinical computer system in accordance with Practice procedures

Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers

Dealing with all general enquiries, explaining procedures and making new and follow-up appointments with the correct clinician/service.

Using own judgment and communication skills to ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.

Explaining practice arrangements and formal requirements to new patients and those seeking temporary cover and ensuring procedures are followed.

Receiving and making telephone calls as required. Diverting calls and taking messages, ensuring accuracy of detail and prompt, appropriate delivery.

Advising patients of relevant charges for private services, accepting payment and issuing receipts for same.

Retrieval and re-filing of records as required, ensuring strict alphabetical order is maintained

When required, opening up premises at the start of the day when first to arrive, de[1]activating alarm and making all necessary preparations to receive patients

When last to leave at the end of the day, ensuring that the building is totally secured, internal lights are off and the alarm activated

Having a thorough knowledge of all practice procedures

Working in accordance with written protocols

Processing clinical samples for collection by courier

Providing administration assistance to Practice staff as required from time to time, including filing and photocopying

Providing refreshments for staff and visitors as required; keeping the kitchen area clean and tidy and keeping working areas, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

Provide cover for colleagues during periods of annual leave and sickness and adopt a flexible approach to working

Undertaking any other additional duties appropriate to the post as requested by the Partners or Manager.

Recording daily clinical fridge data in accordance with practice procedures

Completing mandatory and required training in a timely manner