Job summary
A vacancy has arisen in our Care Navigating team and we are looking for the right person to join this busy team. The Care Navigators are the first point of contact for patients who contact the surgery and they will help to direct patients to the right service to meet their needs. The role is demanding and busy but equally rewarding. No 2 days will be the same, and we can guarantee that your days will go quickly! Our Care Navigators are crucial to the effective running of the surgery.
Whilst full training will be given, we are keen to recruit someone who has experience of working with the general public in a fast paced environment, preferably in a GP Practice. There are opportunities to develop within the practice into exciting roles.
Main duties of the job
The main duties of this role are to work as part of a busy team to assist patients to access the correct healthcare professional that meets their needs, which may be signposting to both internal and external teams.
The majority of this role is telephone based, therefore excellent telephone manner and customer service skills are essential.
Manage reception area, greeting patients and visitors in a professional and courteous manner.
Deal with external agencies, taking messages and assisting colleagues.
Using IT Systems to book appointments, refer patients and access the practice intranet.
About us
Farnham Medical Centre is a large GP practice in South Shields with over 17k patients. We are a busy practice, with teams of Doctors, Advanced Nurse Practitioners, Minor Illness Nurse, Practice Nurses and Health Care Assistants, who are supported to provide excellent patient care by a team of Managers, Care Navigators, Administration Staff, GP Assistants, and Secretaries.
We are a busy, friendly and supportive practice, with an open and honest culture. We value staff feedback and strive to provide a welcoming and positive environment.
We pride ourselves on providing excellent services to our patients, and receive positive patient feedback.
We have monthly employee of the month recognition, long service awards, birthday day off, annual quiz, social events and other well being initiatives.
Job description
Job responsibilities
- Welcome patients who attend the surgery in a
friendly and helpful manner
- Process and effectively signpost patients to the
appropriate healthcare professional depending on the presenting condition , which
may be healthcare professionals external to the practice
- Answer incoming phone calls, transferring calls
or dealing with the callers requests appropriately
- Ensuring that urgent requests for medical assistance
are dealt using practice protocols
- Using IT systems, deal with patients electronic consultation
requests
- Data entry of new and temporary registrations
and relevant patient information as required
- Input data into the patients healthcare records
as necessary
- Manage all queries as necessary in an efficient
manner
- Monitor and maintain the reception area and
noticeboards
- Support all clinical staff with general tasks as
requested
- Undertake all mandatory training and induction
programmes
- Contribute to public health campaigns (e.g., flu
clinics) through advice or direct care
- Complete opening and closing procedures in
accordance with the duty rota
- Liaise with other teams internally when required
- Liaise with external professionals adhering to patient
confidentiality at all times
- Use the practice internet system, NHS Mail and
other IT systems as required
- Abide by practice policies and protocols
Job description
Job responsibilities
- Welcome patients who attend the surgery in a
friendly and helpful manner
- Process and effectively signpost patients to the
appropriate healthcare professional depending on the presenting condition , which
may be healthcare professionals external to the practice
- Answer incoming phone calls, transferring calls
or dealing with the callers requests appropriately
- Ensuring that urgent requests for medical assistance
are dealt using practice protocols
- Using IT systems, deal with patients electronic consultation
requests
- Data entry of new and temporary registrations
and relevant patient information as required
- Input data into the patients healthcare records
as necessary
- Manage all queries as necessary in an efficient
manner
- Monitor and maintain the reception area and
noticeboards
- Support all clinical staff with general tasks as
requested
- Undertake all mandatory training and induction
programmes
- Contribute to public health campaigns (e.g., flu
clinics) through advice or direct care
- Complete opening and closing procedures in
accordance with the duty rota
- Liaise with other teams internally when required
- Liaise with external professionals adhering to patient
confidentiality at all times
- Use the practice internet system, NHS Mail and
other IT systems as required
- Abide by practice policies and protocols
Person Specification
Qualifications
Essential
- GCSE Grade C or above (or equivalent) in English and maths
Desirable
Experience
Essential
- Experience of working with the general public
- Experience of working in a fast paced environment
- Excellent communication skills (both written and verbal)
- Excellent IT skills, including use of outlook, office and email
- Proven customer service skills
- Good interpersonal skills
- Must be flexible
- Must be able to use own initiative
- Problem Solving skills
- Experience of working as part of a busy team
- Must be able to remain calm under pressure
- Empathetic and caring
Desirable
- Experience in a healthcare setting, ideally in a GP Practice
- Experience in using EMIS
- Experience in liaising with external healthcare professionals, eg for -referrals to district nurses, etc.
Person Specification
Qualifications
Essential
- GCSE Grade C or above (or equivalent) in English and maths
Desirable
Experience
Essential
- Experience of working with the general public
- Experience of working in a fast paced environment
- Excellent communication skills (both written and verbal)
- Excellent IT skills, including use of outlook, office and email
- Proven customer service skills
- Good interpersonal skills
- Must be flexible
- Must be able to use own initiative
- Problem Solving skills
- Experience of working as part of a busy team
- Must be able to remain calm under pressure
- Empathetic and caring
Desirable
- Experience in a healthcare setting, ideally in a GP Practice
- Experience in using EMIS
- Experience in liaising with external healthcare professionals, eg for -referrals to district nurses, etc.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).