Job summary
Old Swan Health Centre Group Practice is looking to recruit
a part-time (20 hours per week) Care Navigator/Receptionist to join our busty but
friendly team serving 9,300 patients. The ideal candidate will have experience of
working in a GP Practice or office environment and have a good knowledge of EMIS
Web. Previous experience is not essential as training will be provided.
This role will be perfect for an enthusiastic, self-motivated
person who has a passion for delivering excellent patient care. The successful
candidate should be confident, professional with excellent telephone skills and
the ability to multi-task in a fast-paced environment.
Main duties of the job
The Care Navigator is
responsible for the daily operations of the front desk and will be responsible
for answering the telephone, scheduling appointments, and performing other
administrative duties. Following practice processes to actively signpost
patientsto the most appropriate healthcare professional and service,
whilst handling any complex queries and challenging situations in a
professional manner, ensuring issues are resolved where possible at the first
point of contact.
About us
Our team includes 5 Partners, 3 Salaried GPs, 4 Registrars,
2 Practice Nurses, HCA, ANP, Pharmacist,
Physiotherapist, Practice Manager, Secretary, Reception Manager and a team of Care
Navigators and Administrative Staff.
We pride ourselves as being one big work family, providing
each other with the necessary support and guidance to achieve the aims and goals
or the practice.
Job description
Job responsibilities
KEY DUTIES AND RESPONSIBILITIES:
- Answering high volume calls from our patients,
in an efficient and courteous manner, putting patients at ease and providing
clear concise information.
- Take clear and concise notes of patients
interactions ensuring that these are documented accurately in EMIS using Ardens
Navigation Template.
- After appropriate training, triage patient
calls using a variety of questioning techniques to develop a full picture of
the nature of the patients problem and signpost the patient to the appropriate
care.
-
Identify potentially serious problems and bring
those to the immediate attention of the correct clinician ie doctor, oncall
doctor
-
For less serious problems negotiate with the
patient and identify an appropriate timeframe for them to be seen and the
appropriate professional to see them.
-
Building and maintaining strong relationships with all direct
team members, clinicians and healthcare professionals in the practice.
-
Developing and maintaining an in-depth knowledge and
understanding of the services provided in the practice and in the wider health
community; be able to use this knowledge to guide the patient to the service,
which is most likely to meet their needs, whether inside or outside the
practice.
-
Deal appropriately with instructions and queries from clinicians
and outside agencies.
-
Following
practice standard operating procedures.
-
Dealing
with patient requests received via Online and Patchs
-
Responding
to email requests received
-
Scanning
documents and forwarding for action when required.
-
Action
tasks received.
-
Supporting
the pharmacy team with patient prescription requests, both in paper form and
over the telephone.
-
Processing
and issuing of prescriptions within standard timeframes as per practice policy.
-
Maintain
strict confidentiality in relation to all issues concerned within the service
and adhere to the requirements of the Data Protection Act 1984, Information
Governance and Caldicott Principles.
Job description
Job responsibilities
KEY DUTIES AND RESPONSIBILITIES:
- Answering high volume calls from our patients,
in an efficient and courteous manner, putting patients at ease and providing
clear concise information.
- Take clear and concise notes of patients
interactions ensuring that these are documented accurately in EMIS using Ardens
Navigation Template.
- After appropriate training, triage patient
calls using a variety of questioning techniques to develop a full picture of
the nature of the patients problem and signpost the patient to the appropriate
care.
-
Identify potentially serious problems and bring
those to the immediate attention of the correct clinician ie doctor, oncall
doctor
-
For less serious problems negotiate with the
patient and identify an appropriate timeframe for them to be seen and the
appropriate professional to see them.
-
Building and maintaining strong relationships with all direct
team members, clinicians and healthcare professionals in the practice.
-
Developing and maintaining an in-depth knowledge and
understanding of the services provided in the practice and in the wider health
community; be able to use this knowledge to guide the patient to the service,
which is most likely to meet their needs, whether inside or outside the
practice.
-
Deal appropriately with instructions and queries from clinicians
and outside agencies.
-
Following
practice standard operating procedures.
-
Dealing
with patient requests received via Online and Patchs
-
Responding
to email requests received
-
Scanning
documents and forwarding for action when required.
-
Action
tasks received.
-
Supporting
the pharmacy team with patient prescription requests, both in paper form and
over the telephone.
-
Processing
and issuing of prescriptions within standard timeframes as per practice policy.
-
Maintain
strict confidentiality in relation to all issues concerned within the service
and adhere to the requirements of the Data Protection Act 1984, Information
Governance and Caldicott Principles.
Person Specification
Qualifications
Essential
- GCSEs or equivalent
- Strong written and communication skills required.
Desirable
- Previous experience working in a medical office environment preferred
- Knowledge of EMIS Web
Person Specification
Qualifications
Essential
- GCSEs or equivalent
- Strong written and communication skills required.
Desirable
- Previous experience working in a medical office environment preferred
- Knowledge of EMIS Web
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.
